18 Months ago my mother-in-law purchased a fridge-freezer from Curry's and was persuaded to take out a whatever happens policy on the appliance, and the selling point of the policy for her was not just the insurance but the highly lauded yearly valet service, where a technician would come to defrost and thoroughly clean the fridge/freezer which for her, being elderly with impaired vision, was important. Cleaning and defrosting the fridge/freezer is something that we could do when we visit but she wanted this service as it helps to maintain her independence which is very important. I phoned last week to arrange a valet for her and was told that an technician would phone her to make an appointment the next day. Several days later she had still not received a call so I rang the number again to find out what was happening. I was told that they were still 'looking into it', when I pushed to find out exactly what it was they were 'looking into' it turns out that they don't have anyone in her area (Haverfordwest, South Wales) that can undertake the valet service! The very patronising and unhelpful man on the phone then went onto say its only a valet service, which is just a defrost and clean of the appliance, it won't affect the working or future working of the appliance..... oh thanks very much I'm glad I know that now! He was entirely missing the point, which is that my mother-in-law was sold something on a basis of a service that it seems they cannot provide and has been paying a monthly fee for it as well. As a courtesy someone should have contacted her to explain that they were still trying to find an technician in her area but it seems that this is beyond them too. The call was ended with the man saying that they would call us if and when they found an engineer to carry out the valet, I asked if there was any timescale on that and he got annoyed an said he had no idea.... the only thing he said during the entire call that I agree with, he had no idea certainly not regarding customer service. I had to insist that they call if they can't find an engineer to let us know. My sister works of the court system and if they do not provide an engineer or this service then we will be considering a small claims action against them for breach of contract, not for the money particularly but for the principle, of selling a service in an area where they know they can't provide it, especially to elderly and vulnerable people, which I consider to be fraud. I will be contacting both the local trading standards and the manager of the Haverfordwest Curry's store and moving the appliance insurance to someone like Domestic and General, which will be cheaper.