Having taken out cover with british gas for our washing machine we put it to use when our machine packed in after 1 year. We called British gas and after a few attempts got through to the electrical department who arranged an engineer - ironically not available in evenings and weekends? So I arranged my shifts around this and had to work lates to be available on a Tuesday.

The engineer showed up and was very polite -after tinkering he concluded that the machine needed a new board but he had to order it. Another appointment was arranged for the following Thursday. Again the engineer showed up but then after fitting the board concluded that a new motor was needed - again an order had to be made.

Next tuesday the engineer shows up again with the wrong motor. Next thursday the engineer shows up again and fits the motor but its still not working - so he concluded Hotpoint need to look at it. I was told by the engineer I would be contacted by them today to arrange an appointment.

Two days passed and nothing. So again we called british gas to be told that the electrical department would call us back shortly. Nothing.... SO we called again and was told the electrical department would call us back. 1 day passes - no callback. Eventually I call and get put through to the electrical department who advise they will arrange an appointment with Hotpoint and call me back. I do get a call back within 30 mins with an arranged appointment. Unfortunately it doesnt end there.....

The day before the appointment I'm advised by my workplace that I cant have the day off. So I call british gas to cancel the appointment. The representative told me if someone could be at the property after 4pm I would not need to cancel. So this was arranged. I went to work and returned to find no one had called, or so I thought. The following day I was getting into my car and noticed a white card sticking up from the soil in my front garden. It was a note to say that the engineer had called at 2pm! I called British Gas again who again promised callbacks that never happened.

One final attempt was for an engineer to come out on 13 November 2001. I waited all day and nobody showed. We called British Gas again. The electrical department had closed so we where promised a call 1st thing the next day. Next day came - no call. So I called again. I spoke to Elaine. She listened to my grievences and advised that she will take treat this as a formal complaint and I will recieve a callback within 90 mins from a manager. 90 minutes passed - no call - I called and spoke to Elaine again. I was told that I will be called back within 10 mins. 10 mins passed no call. I called again and spoke to Mathew who advised that he the manager is on the phone to Hotpoint and will give me a call back.

I have now recieved a callback and now await a call from Hotpoint tommorow after 12pm. This is not good customer service. It would be easier to buy a new machine rather than go through this again.