I purchased a touch screen Whirpool oven which I discovered towards the end of the 12 month warranty was varying in temperature by c20 degrees C. I placed a call for an engineer who told me that he needed to order some parts and that Whirlpool would rebook to fit the parts. Engineer no2 arrived to discover that the wrong parts had been ordered. He ordered the correct parts plus some additional bits just in case. He came back to fit a new control board and a new touch screen panel. When he powered up the oven there were error codes because the new parts needed to be programmed. He didn't know how to do this so had to put the old parts back in and arrange to revisit. Engineer no2 returns to fit the new parts a reprogram but finds that he can reprogram the main processor the new touch screen still shows an error and so puts the old screen back in and advises that someone else will call to fit a new touch screen. Engineer visit no3 is the same chap who had tried and failed to get it to work in visit no2. He announces to me eventually that all was fixed and working The oven now being out of warranty left me worrying about future problems and so I purchased an extended warranty from D&G. About 4 months later I noticed that the touch screen had slipped down in the display panel so that some of the features couldn't be accessed. I called Whirlpool Who told me that because the oven was outside of warranty and that the repair warranty had expired, I should process the new repair through my insurance, which they did on my behalf. Engineer visit 4 reveals that engineer visit no3 had botched the repair using some gum (the sort used to stick a new credit card to the letter) to stick the display panel in place and it had failed. He announced that he didnt have the same sort of gum to effect the repair and that he would have to return. Engineer no5 arrives with a new panel but can't get it to work and so puts the old panel back in ( I should say that the display panel is designed to be held in place by double sided sticky tape which is now getting less sticky). Engineer n6 arrives on a Saturday to say that if anything needs reproamming he won't be able to do it because the service centre doesn't work on a Saturday. He had a look, tried a new display panel and declared that he couldn't fix it. He said he would recommend a replacement via my insurance. D&G contacted me to offer a replacement oven that is of the basic of specs, it's not even fan assisted I wrote to Whirlpool asking them to consider getting it fixed properly or replacing it themselves and their response was that I should speak to D&G. I have responded to Whirlpool asking them to escalate to highest authority and I'm now awaiting thei response Any thoughts or suggestions on how to proceed would be appreciated.

Update: after speaking to Amazon they followed up with the following email response: "Please be assured, the type of seller activity outlined in your correspondence isn't tolerated by Amazon.co.uk. Sellers aren't permitted to list counterfeit goods on the Amazon.co.uk Marketplace platform. We bring such complaints to the attention of the appropriate internal department, which investigates possible violations of our policies and ensures that appropriate action is taken against sellers who don't abide by the terms and conditions for selling on Amazon.co.uk Marketplace. Amazon.co.uk isn't directly involved in individual transactions made from third-party sellers and buyers are normally advised to file a claim under our A-to-z Guarantee. As your order was placed on the Thursday the 20th of Febuary 2014, the 90-day time frame for submitting A-to-z Guarantee Claim has now passed. However, due to the circumstances you've described, we've escalated the issue on your behalf. The investigation process should take between 2-3 business days. You'll receive an e-mail notification when our investigation is complete. After this, you should receive a full refund will be credited directly to the payment card used for your order. " Whilst resolution has taken a few weeks, Amazon have been true to their word and my wife has now received a full refund. Well done Amazon, perfect customer service response.

My wife has emailed both Amazon and the supplier of the product AJ Enterprise. She is still awaiting a response from the latter but Amazon have already responded telling her that they have written to AJ Enterprise requesting immediate investigation and refund, also offering further help if AJ Enterprise fail to respond. We' ll see what happens next. Holding off on contacting Visa so that the supplier has ample opportunity to refund. Babyliss also has the details for AJ Enterprise and I'm sure will be contacting them.

Many thanks for the replies. Awaiting the letter from Babyliss and then I guess need to decide which route to take. Will def report to trading standards. Should we email Amazon and the company that fulfilled the order, or is it best to go straight to the bank? Or all options available?

My wife purchased an electrical hair curling product via Amazon although it was supplied by a company other than Amazon just over one year ago and it has stopped working. She contacted the main distributor of Babyliss UK, Conair, who asked her to return the device to them since it should be covered by their 3 year warranty. We have just heard from Conair advising that the product is counterfeit and therefore not their responsibility. Conair has advised that if the purchase was made by credit card, it would be worth asking the credit card company if they will refund the purchase cost, £160, since in effect a fraud has taken place. However, since the purchase was made by debit card, might the same apply; is there any point in contacting Nat west to ask the same? Does my wife have any consumer rights in this respect? Any help gratefully received.

I have been making payments on two unsecured loans via payplan but recently LTSB wrote to me saying that I had defaulted. I contacted payplan and they said ignore the letters but forward them to payplan. I then received a letter threatening court action and payplan advised " it is their right to do so, send copy of letter to payplan again". Now have received letters from BLS Collections saying "I should contact them to advise of my proposals to clear deb, failure to do so may for to make contact by telephone or advise labs to consider personal visit". I am getting quite upset at being harassed especially since I have continued to make payments agreed with payplan to all of my creditors, the rest of whom have been very understanding. Should I ignore the last letter as advised by payplan or should I contact ltsb by letter, (I will not let them have my telephone number) or should I write to BLS? Advice please would be most welcome. Thank you.

having checked the original reply I conclude that here is little point in sra as they say they have not got any records going back that long. I am about to send them evidence of the repayments for two loans, one as consolidation to the other, but I have no evidence of repayments for the third loan, although I have a letter in which they say they confirm a credit to my account and also confirm the repayment start date and value. Considering I have already sent them copies of the agreements showing the value of ppi I can't understand why they can't calculate the redress. Any thoughts? Are they correct that they can't calculate redress with evidence of payments made? Thanks.

No sar yet, but they have sent a cheque for £500 as gesture of goodwill. I have written back saying its not enough. Guess the sar may be a good idea. Loans started in 1996 and it looks like the insurance was with consolidated marine and general insurance company.

I have sent them copies of original loan agreements that clearly show the amount of PPI but they say they cannot calculate redress without statements showing payments. I can provide details on one of the three loans but not on the other two ( on one loan I have a letter from them telling me that I am a valued customer for making all my payment on time). Is the burden of proof on me to prove payments have been made? Sorry if this one has already been asked/answered, but I can't find it in the forum. Thanks