I asked for a replacement for an iron that was 18 months old. I explained that it was urgently required. I was told that you accepted the 2 year EU warranty but to claim I would need an independent engineer's report which you would not pay for. My call reference was 112637264. I see this as a clear blocking tactic hoping I would not have the energy to persist. I suggest you take a leaf out of Russell Hobbs book as they are sending a replacement. However this will take more time than just getting a replacement in store. I will never buy anything of this nature again from you. No wonder you are losing out to Amazon and your future is uncertain.