I have had my plan for 11 years and called them out twice. Reported my washing machine faulty on 28/10/2019. The engineer came out on Saturday 02.11.2015 and said the motor needed replacing and he would order it on Monday. Engineer called me on 05.11.2019 to say he has ordered the part but it is in France. He said for me to contact D+G, which I did. Spoke to them and they put me through to Hotpoint who said it would be 4-5 weeks and then 5 days in their distribution centre. Spoke to D+G again who put me through to their resolutions team, the man I spoke to was very unhelpful said he would contact Hotpoint on 15th Nov, I asked what I was supposed to do about my washing, he said he was not there to tell me what to do. I went to their press 2 if you are unhappy. Explained yet again, man said he would email Hotpoint the next day and ring me with an update. No call so rang on 11th Nov and spent over an hour being passed around was told that the part was in and I am booked in for 14th Nov, I explained no one had told me, they said they had left a voicemail, they hadn't. Passed to Hotpoint again who said they could do 15th, explained I work full time Mon-Fri, Hotpoint apparently don't work weekends. Back to D+G who put me through to resolutions again, explained I am not prepared to take a day's annual leave and I live alone. Put me through to their escalations team who basically said its in the plan that repairs are Mon-Fri so they can't complete the repair unless I make arrangements to take a day off work (would have to give a weeks notice) and that is their stance, they can't make engineers work overtime. So I have paid about £1300 pounds, spent around 3 hours on the phone and will have to buy a new machine anyway. The worst service I have ever had, I don't know why they have a resolutions team as they resolve nothing and the senior complaints team just tell you it is in the plan. I would tell anyone just put the money away each month and use that because you will never get anywhere with them. Sad that I had to give 1 star because no stars is more applicable. My advice to anyone thinking of taking out a plan with them is don't bother.