No Response from Russell’s after defective complaint

I logged complaint ticket #149501 with Nancy at Russell’s Athlone branch on 21 Nov and requested to have my washing machine replaced. - and only received an email stating someone will get back to me. But nobody came back to me from Russell’s - just the technician from Defy phoned me to arrange an inspection on Thursday 24th.

I bought a Defy Twintub on 26 June 2022 and recently noticed a crack in the spin dryer drum.

The technician advised he can either repair the defective drum or request to replace the washing machine.

I requested replacement as this VIP device I paid for in cash is vital. And once you start fixing and replacing gadgets it never ends there! I’ve only had it for less than 5 months, so I want a replacement.

On 29 Nov I’ve still not had a response from Russell’s so I logged a request for an update - on 30th I received an email to say my complaint has been escalated.

Today is the 2nd and I’m still waiting for assistance from Russell’s. And I’m still sitting with a washing machine I’m too scared to use to avoid further damage.

Bonnie Hoffmeister ***