Dear Sirs On 08 Nov 2014, I purchased a Candy Washing Machine/Dryer from Currys/PC World, Mahon Point, Cork. The cost of the machine was €449.99. Currys/PC World offered Product Support Insurance called Knowhow Coverplan offering “Protection against mechanical breakdown”, “We will fix it or replace it” and a “14 day repair promise” after which “you may request a replacement product”. The cost of this insurance was €89.00 for a 5 year guarantee. Being a working mother with 3 children, I purchased the insurance in good faith and believing that I would be guaranteed an operating machine for at least 5 years, with a 14 day repair promise. My machine broke down last October and the case was first logged on 29th Oct 2017, reference 17756. To date, I still have not had the machine repaired or replaced. During this time, I have had to do all my washing and drying in public machines and wait in cold car parks for the machines to finish. And I have a lot of washing with 3 children and very little time as I work full time. This is also an expensive way to do laundry. It is now nearing 3 MONTHS since my machine broke down and I have exhausted every effort in contacting you and your service company to try to have my machine repaired or replaced. Your guarantee states that the machine will be replaced if you cannot repair it within your 14 day specified period. Yet I still have no repair and no replacement. I wish to formally request that you replace this machine immediately. I request that you have this installed with 10 days of this letter or I will be forced to take a case against you in civil court. I have all the necessary paperwork to lodge with my solicitor and he will be seeking additional damages for the breach in contract, the loss of use, the financial costs, the additional time wasted and special damages for the distress that this has caused me. I am also considering complaining to the FSPO, the Consumers Association and “Which?” magazine regarding the dreadful treatment I have received. Relevant details pertaining to this case are on the next page. Yours sincerely Daniela Balint Brief Diary of Events: My machine broke down last October and the case was first logged on 29th Oct 2017, reference 17756. To date, I still have not had the machine repaired or replaced. 29/10/2017 - Breakdown logged. Currys issued the case reference: 17756 14/11/2017 – First visit from repair engineer (Maurice – 087 910 1735); he said that he needed to change the heating element (or at least he was 95% sure that this was the problem) but he needed to order a new heating element. 27/11/2017 – Repair engineer changed the heating element, and stated that washing machine is working. 29/11/2017 – On first use after repair, while the machine was in the spinning cycle, the machine made terrible noise and just stopped without draining the water. 30/11/2017 – called the engineer he promised he would come the next day 1st of December 01/12/2017 – engineer never came, called him in the afternoon he said he forgot 04/12/2017 – engineer came; checked the machine; said that he needs to change the pump also, he said that the flashing lights show that the heater is faulty, and said that his company is specialised in Samsung and Bosch and he doesn’t have experience on Candy machines. He told me they will order the parts and he will call when the parts arrive. 11/12/17 – called the repair service company (021 4273796), they said that Sean ? is still checking with UK… they sent Candy a technical query email and Candy haven’t come up with solution (txt message saved) 13/12/2017 – I went to Currys PC World in Mahon Point, where I bought the machine, in the hope that maybe somebody can help. Tracy at their KnowHow customer service said she would have to reopen a case. After asking the manager to help me he was dismissive and said that there was nothing he could do. Tracey told she can’t get KnowHow on the phone. I was waiting for more than half an hour. I left. After 20 min she called me that finally she contact KnowHow and she gave me a new reference number (18317 , service nr C4250908)), and told me if no one calls me after 3 days to go back to her. 18/12/2017 – nobody contacted me so I went to Curry PC again. I was told they don’t have an update and lines are busy at the moment, but they will call me. 21/12/2017 – nobody contacted me again, so I called Knowhow Customer service 1800303100. I was told that the replacement request had been rejected because nobody reported that the washing machine is still not working. So they opened a new case (same ref. nr. 18317), and because of Christmas period there was nothing they could do until 5th of January. 04/01/2018 – went again to Currys PC World. They promised to call as soon as they got an update, I got a call later from David who told me that the engineer will call next day 5th of January 05/01/2018 – nobody came 09/01/2018 – called Knowhow on 01 8781640, they put me on hold while they contacted the service dept. They told me that the reason why the engineer hadn’t come was because they still hadn’t received the parts. So maybe next week………………