This is a bit difficult for me, elements have been good but I have found myself in a difficult situation and have felt a bit trapped despite extenuating and exceptional circumstances, I feel the experience has not taken this into account . I have a Samsung fridge freezer that suddenly blew a fuse and stopped working this was 9 days ago. I checked fuses and plugs etc, to avoid unnecessary cost of calling someone out . I thought your ad said that you work on Saturdays as well, I could be confusing it with a different company . When I tried to book a slot, it said that the next avail would be monday morning , this was subsequently changed by phone by the company you use repairs for you to the afternoon as they said they had made an error.. but no great deal to me, I was hopeful that the freezer would be fixed and life could go on. When I initially called to make an appointment, the gentleman asked me the model no and age, because he wanted to check that stock was available. When he checked that there was for this model , it was then he gave me the appointment . The Electrician. Are out and to be fair he checked everything , he thought at some point it could be my electrics, but then dismissed that after some time and other investigatory work. In the end his diagnosis was that the process control board had gone. I asked when they could come and fit it, he said the office would be in touch bit it wouldn't be til the following day. The unique situation that I am in, is that my parents are here today and my father is diabetic and needs to refrigerate his insulin, then on Sunday I have guests arriving who are paying to be in this property for a holiday let( this is something I have had to do in the short term as I found out I was epileptic last year and could no longer do my job, so it is a means of income ) the guests are coming from Canada and two of them are elderly. Whilst the office was closed I thought I had better check to see what this part was and how much it would cost, so looked on line. I found what I thought was the part. When I emailed the office the next day to find out when they could come , they said it would be 3 to 5 days to Get the part as it had to come from abroad. Even though before booking the appointment the representative checked that you had parts I let them know that I had possibly sourced one , I had not placed an order because I wanted to check with them . they said that if it was the wrong part I would be charged £45 also that the part would not be guaranteed or serviced by them. They would not book an engineer until I had paid for the part. I asked them that as this situation was urgent , if they could give me the part no, this did not correspond with any part no I had researched. It was more like an enquiry reference no . I asked for the sku no, they said they did not have such a no, I asked for the part name, but it was a bit like getting blood out of a stone. With the vague info I had I went back to the company online , I think it was called white-goods.co.uk and they said they had stock (if it was what they thought it was) and your rep said they thought they the pictures looked the same and could ship it that night( this was mow Tuesday I believe. It was also £85 and not £120 which yours is... and unfortunately at the moment I have to consider cost aswell . The choice was, pay more as I was already tied in to working with you or take a risk not with the part as it was also guaranteed but get it done sooner and cheaper But where I wasn't being helped to ensure the part was the right one So I felt obliged to go with you guys and now it's Friday, I understand that you don't work weekends and feel quite upset and stressed that this is still ongoing and i haven't heard anything . I would have thought that excerpting could have been made to tailor and individualise the service to the need. I had also asked if the part could be delivered more quickly by paying a little more for delivery but was advised this was not possible. So no part and I'm sure no hope of n electrician being booked until at least you are in receipt of the part, which means my guests will have no freezer or fridge..I have had to buy a counter tip one.. but it's going to be 2,weeks without being able to refrigerate anything by the he time this is sortedand I'm a bit disappointed to have to pay more for a very slow service.. that's if the diagnostics were correct.. I just don't think it should be this difficult .