Just sent an email to Hotpoint Indesit, who do Hotpoint's servicing.
At the end of April I contacted you to request repairs to my Hotpoint Washer-Dryer WD440 under my service contract with Domestic and General.
So far the sequence of events has been:
Wednesday 4th May. Wait in all day. Nobody turns up - it eventually turns out that your engineer tried to contact someone at the other flat in this house but got no reply because that person was at work with phone switched off. After nearly an hour of calls I got through to someone who arranged for an engineer to call the following Monday, 9th May.
Monday 9th May. Engineer turns up, eventually says he's fixed a dodgy connection. Machine seems OK. Three hours later it turns out that it isn't OK, it's stopped working at the start of the spin cycle, full of wet clothes. Another half hour of calls gets me another appointment for 11th May.
Wednesday 11th May. Engineer turns up, eventually says it needs a new motor and controller board. Needless to say he doesn't have them in the van. They'll call me to set up another appointment, probably next week.
Late Wednesday night - email saying they will come out on Monday 16th
Monday 16th - Phone call at 8 AM, the engineer is ill and they need to reschedule. The earliest day available is Thursday. Get email which does NOT give the appointment date. Use live chat to confirm that it is the 19th.
Wednesday 18th - receive email and text rescheduling the visit to the 24th without explanation - unfortunately I was travelling most of the day and received them too late to contact you and request clarification.
Thursday 19th (Today) - used live chat to contact you - I'm told that the engineer is still ill, so it's rescheduled for the 24th.
In the unlikely event that you actually fix it on the 24th it will be nearly a month since I've had a working washing machine, and six times I've had to change my plans to fit in with the days your engineers can visit.
I do not consider this to be satisfactory service.
I await your comments.
Not sure how I escalate it beyond this, but I think Domestic and General will definitely be hearing from me about the service I've been getting. Might also be worth contacting Hotpoint, though I suspect they are well aware of the crapness of their service.