Bianca who spoke with me today. Put the phone down after I waited for over 6 hours to book an appointment and asking to speak with a manager. Her response, 'I am not authorised to let you speak with a manager'. How can a customer service adviser have authorisation? Our washing machine plug blew up the socket and couldn't open the door. She did not offer an apology for the wait, and Bianca, instead of offering one, disconnected the phone. She did the same to my husband when he called earlier in the day, and disconnected the phone. Customer service is the worse that I have ever come across.