Washing machine extended warranty - Currys won't replace

butterfly_mum

My washing machine has broken down 3 times in the last few months. I have an extended warranty with Curry's Knowhow.

First breakdown in May, repaired fairly quickly, brushes replaced.

Second breakdown 29th June - turns out the concrete weight had broken, damaging the drum. Also the programme selector switch wasn't working properly. I was told the decision had been taken to repair rather than replace and parts ordered. A week later, parts are in and an engineer appointment made for the following week. On the morning of that appointment it was cancelled 'as it's a big job' - I suspect it was incorrectly booked with too short a timeframe. I expressed my displeasure and asked to speak to a supervisor, the line went dead. Eventually, via Twitter, I was offered an alternative appointment on 24th July. I pointed out that this is outside their 2 week repair guarantee and so I'm entitled to a replacement, they replied that "Due to circumstances beyond our control, the team is not reviewing replacement requests based on the time frame at the moment." The engineer didn't turn up on the 24th July. Another appointment was made for 31st July - engineer arrived and fixed the machine. Yay!

3rd breakdown 2 days later!! The machine stopped mid-cycle with all lights and display flashing. Phoned warranty line, got through straight away for a change, was told that they still can't authorise a replacement and an engineer appointment was made for this Friday.

So between the end of June and beginning of August I've had a working machine for 2 whole days. The extended warranty says that if they are unable to repair within 2 weeks I am entitled to a replacement. Even in the current circumstances, this is ridiculous and unacceptable. Where do I stand and what do I do? I tried emailing a complaint but both email addresses I found on policy documents bounced back.

Hoping someone can help!

Aylesbury_Duck

Send them a letter before action stating that if they don't adhere to the terms of the warranty, you will buy your own replacement machine and charge them the value of a used machine (assuming your warranty promises a like-for-like rather than a brand new replacement).