Over three weeks ago, I called Currys’ Team Knowhow when my washing machine broke down, and arranged a call-out three days later. An engineer said the machine needed a new motor and that he would order one and someone would come the following week.

A different engineer arrived with a new motor but it couldn’t be fitted as it had the wrong connection. At this point I was feeling very frustrated, as a third engineer’s visit would be required and I was still unable to do my washing. Unfortunately I was going away for the remainder of that week, so had to agree to a further visit a week later.

Because of this delay, Currys has moved the goalposts and says the timetable for my qualifying for a replacement washing machine has changed.

LP, Oxfordshire

The next engineer couldn’t fix it either and, after trying two motors, decided the PCB (printed circuit board) was the problem, but he didn’t have one with him. Meanwhile, you were paying regular visits to the launderette.

Four days later, another engineer came with a new PCB board. That didn’t resolve things either. This engineer said he was certain the machine was beyond repair. This was then agreed with Currys and you were promised a call the following week to tell you what to do in order to get a replacement.

Twice it had been explained to you that, if the machine couldn’t be repaired within 21 days of your first call, you would be entitled to a voucher for a replacement.

Four days before the cut-off date, Currys texted that it was trying to contact you about the repair. However, it would only be able to book an appointment for the day after the cut-off date.

In exasperation and because you had been told the voucher would be approved, you ordered a new washing machine online from Currys. Shortly after placing the order, you called the Currys Knowhow team and filled it in on what was happening.

By then you had spent more than £80 on launderette costs. The new machine duly arrived and the old one was taken away for scrap.

However, after that Currys called to say the write-off was not happening because you had not been able to accept the repair date that had been offered for when you had been away.

Instead, three more days were to be added to the cut-off date. But as the old machine had been taken away, you were told nothing could be done.

Further to my involvement, Currys PC World paid you £230, which it deemed the cost of the new machine and your launderette bills, less what the old one had been worth. It has also given you a free five-year warranty as a gesture of goodwill.

A spokesman for Currys PC World said: “We are sorry that Ms P had problems swapping her faulty washing machine.”

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