The communication from engineer to office and back to the customer was poor. The engineers are contractors and are working for more than one company and also their own work, my particular engineer was also part of the trust a trader network and was taking their callouts as well. Sadly, my experience was that the company was tethered in red tape and forms and processes and it did not leave the engineer with any flexibility to find a fix. He cam, reported a fault, or confirmed our fault. Then instructed the office to order the part. And then I then had to chase the office for one, what was needed, and the price, and then schedule in the engineer again. A local engineer would of gone and purchased the part if it was available and fitted it there and then, or if it wasn't stock ordered it and then scheduled to come back, it just seemed there was no interest other than schedulling a return. I understand the engineer is paid per visit even though, we as glotech customers pay one fixed fee that covers any amount of visits the engineer has to make. From what I was quoted for the first part, glotech build this in, as the cost of the parts are priced well above what they are to buy, which is no consolation after paying the fized fee as once you've paid it you are pretty much committed to staying with them and ordering the part. My broken appliance was a dishwasher, which had never been used from new (it was in a new build and that was 8 years ago) so it wasn't through use or wear and tear. After being told after fitting one part, that it needed another to get it working, I decided to take the loss of the fixed fee and ordered a new appliance from aO.com as it was cheaper than ordering just the second part that i was told was needed, and there was still then the doubt, would we need a third part? I also paid a local heating and plumbing company to fit and didn't call glotech out as it wasn't covered as they didn't supply the new appliance. (which was the glotech fee, so I'd of been better in hinsight to of just brought a new one) hindsight is a wonderful thing! I used glotech wanting a professional service and a quick guaranteed fix. I didn't expect them to be using contractors. I wish i'd of used a local plumbing and heating engineer, It would of been cheaper long term and they'd of been more efficient with the inconvenience and visits which cost time and money off work. I'll not be using glotech again and I wouldn't recommend them.