Repair booked for our washing machine, yesterday Monday 19th October - time slot 7.15am -1pm- confirmed by Domestic& General/ Hotpoint by email on 15th October. Did not turn up on the day, no apology or explanation given. Contacted D& G by phone to find out why their engineer hadn’t turned up, as agreed. Took 20 minutes to get to an advisor, having listened to endless Muzak , recorded message apologies and telling me how important my call was to them!! Got through to an advisor who put me on hold for 10minutes, told me to ring a company in Ely called Dolphin to find out why the engineer hadn’t turned up. I protested by saying that as my repair plan was with D&G and that was the company I paid by direct debit each month, I shouldn’t need to contact Dolphin? End of call ! Out of desperation called Dolphin, spoke with Daniel who asked for my postcode and told me that no engineers would be coming to that postcode today. No apology was given and no alternative date offered. Contacted D&G again, after long wait and endless Muzak spoke with an advisor called Freyer and said she would make a complaint on my behalf to the Complaint Resolutions Depatrtment. She told me that somebody from Resolutions would contact me, but couldn’t tell me when that would be. I said that was not good enough and I would like to speak to the customer services manager. I was put on hold and after waiting 20 minutes I put my phone down. My washing machine is still awaiting repair and nobody from D & G has contacted me to either apologise or offer an alternative date. I have been insured with for D & G for about 10 years covering all my appliances, once they were out of warranty. Think I have paid them over £2k during that period and had one call out- a couple of years ago! This has been my worst ever customer service experience and I will NEVER EVER use Domestic & General again and will be cancelling all my current agreements with them. I cannot believe that I have trusted this company over the years and have given them my hard earned money and in return they have treated me with such disrespect.☹️