The first cooker hood that I ordered went wrong when the motor stopped working in less than a year, but with a 5 year guarantee on parts and a 2 years guarantee on labour,I called customer services and requested that one of their engineers call and fix the poker hood. The reply was we do not employ our own engineers, but outsource the work, and the customer pays for the visit. I reminded the person who I was talking to that I had a guarantee on parts and labour. Instead I was sent another motor, this was installed and again stopped working after less than 12 months. Another telephone call to discuss my faulty product, I requested the an engineer call to rectify the problem. The same reply we do not employ engineers but outsource the work and you have to pay for a call out charge, I reminded the person who I was talking g to that I was still in the guarantee period both for the appliance repair and free labour charge, in my opinion the seller is not abiding by what they promise. I was offered another motor, I again requested an engineer to call as per the advert .Later I was offered a complete new cooker hood, this was delivered the next day. Why does this company offer free labour when they cannot provide engineers from within their own company. It is best to purchase a known brand from a company that can provide engineers during the guarantee period.