Domestic & General must be one of the worst companies to deal with. We are all used to poor service from suppliers these days but D&G takes this to a new level. I have paid for Breakdown Insurance, for my expensive coffee machine, for five years and this year the machine finally failed so I took it down to Argos for repair or replacement. I was disappointed to be told that Argos (the name on my paperwork) sub contract this work to D&G and I had to call them to arrange the repair. The Saga starts on 30th December. Called D&G and spoke to “David” who listened, took down my details/policy etc..and arranged a collection by carrier called Skyline…this turned out to be fiction. He also gave me the number of the Repair agent, Staffords with the number 03450-758 1545. I called them but they denied all knowledge and said that for several years they had not been involved in collections or deliveries…just repairs. I called D&G back, asked for David, who I was told didn’t exist…then put me on hold….I gave up after 30 mins wait. Called D&G again and spoke to Mary….gave all the details again…I think she gave me a Claim Ref 9115531. Mary said I should make a complaint so I was transferred to Jo in the Complaints Dept., who recorded the problem under ref DG 1796606 Jo said that she had discussed the problem with Melissa (her senior) who would get back to me the same day. I then received two calls on my phone that “may” have been D&G but as they lasted just “two” rings it was impossible to answer in time…no messages left and so I concluded that the complaint had died. A collection had been arranged however for Monday 3rd January but this did not occur, as I realised this was a Bank Holiday. I called and asked for Melissa, who I was told did not exist, but the operator (no point in names as they all lie) arranged a DPD collection 5th January. I waited in expecting a notice from DPD, as they do. Nothing happened so I called DPD on the number I requested 0212 750500 and quoted the collection ref given 00592515751. I was informed that the package had been collected and an image of the item on the van was available….When I asked for the address it was given as a house on Great Burches, which is near me but NOT ME. I called D&G again and “Nigel” took all the details and said I must be transferred to “resolution” but actually after 20mins a staff line answered. In desperation I asked not to be transferred to a holding line but even though the staff member promised I went on hold for 30mins and gave up. I called one more time and spoke to NONKU (you can’t make that up!!) who contacted DPD, who confirmed that some technical error had occurred and the parcel must be re-scheduled. Nonku promised to record the problem, escalate the collection and most importantly get her manager to call me the same day after 4pm.. I received no call. Called D&G again 6th January and Sherene answered…she read the details and decided to cancel the original claim and restart a new claim Ref 9162715. A courier will call to arrange collection next day. 7th January, waited in until 3pm but no message/call/email so called D&G again and Sebastian said he would transfer me to Staffords for me to arrange the courier. I confirmed that Staffords told me that they do not arrange collections. Asked to be transferred to a line manager and spoke to Mandy and we went through the history. Mandy Mkosi stated that I had to arrange the courier with the repair agent Staffords…..totally different to the previous agents that arranged courier collections directly, as above. It seems that no one knows how to arrange the repair. Mandy would not transfer me to her senior but offered Resolution Dept (tried that) or Complaints Dept (tried that) or me to speak to Staffords…put through but phone options did not give me the choice of arranging a collection…so I choose option 1?? Libby reluctantly tried to book a collection, took down the Claim No and Policy No but then asked for a referral No (D&G never mentioned or provided this). Libby asked me to call D&G back to get the number…you really couldn’t make this up. Asked to speak to a manager and she cut me off.