Great. I will post it now. Many thanks for your patient replies. Cuddles Mona

Thanks again I have sketched a letter. Please could you browse through it if you have a moment to spare.

Oh thanks for the heads up. I will write that letter immediately. Send it by recorded delivery first thing tomorrow.

Thanks for this information. I see exactly what you mean. I will call Appliance Direct tomorrow and explain everything as I last spoke to them when the appliance was found to be faulty by the fitter back in February. I will first try to have them look into it but it they give me a cold shoulder, I will then start the process as per your advice by tomorrow afternoon. Bless ya Mona

Bad news and it cannot get any worse, the invoice is dated 18th of Jan 2019. The period expires today, what irony. I just looked through the mail and discovered this. Is this a lost cause now?

Thanks a bunch for your kind reply. I will prepare this letter now and will take this up immediately. I have never done this before or made any claims in the past, so perhaps will need to show here the letter I draft. Also, I am not sure how to prove anything as there are only these text messages from the engineer cancelling the visit. Thanks Mona

Dear friends, We purchased an Elica Cookerhood via Appliance Direct (£660) that was discovered to be faulty by our fitter in the month of February. After a lot of struggle with the retailer as well as the manufacturer we were asked to wait for an engineer who would be replacing the faulty motor. This engineer keeps cancelling his visit in the last minute owing to various reasons, for example - 'Parts to hand are not suitable' or 'Parts were not delivered' or 'Parts were delivered but not received by him', or 'Parts were lost in transit'. Today, I am very sad as the engineer did not even bother to cancel, I waited all day at home for him to turn up. We have been very polite and patient about the matter as usually in such cases irate customers can make things worse. Elica's Tech department seems to be run by a third party and they rarely answer the phones. Elica too rarely respond to phone calls and if successful we get asked to wait and rebook the appointment. This has been going on for long enough. My daughter has asthma and we really needed this exhaust to be in working condition as our new kitchen has now started to look tired because of lack of air circulation. Please could someone kindly advise us about our rights and how to go about handling this situation. Mona