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Unlike some retailers they delivered up some stairs to my first floor flat. Some will only deliver to the ground floor.
I suppose if they hadn't they would have had to call themselves Appliances Indirect.
Also a Zanussi washer-dryer, also 12 years old.
AO's response was basically "Ah, well, these things happen."
So I sent American Express after them. Amex sorted it all out with extreme prejudice.
Got a 5 year old Neff fridge freezer (Bosch) but I have to say that the quality is shit. Virtually every but of plastic in it has split / cracked.
By contrast, my 25 year old AEG fridge freezer is still going strong in the garage.
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You could spend a couple of hundred quid on each and expect 5 years + service. Unless you buy Servis - they are wank in my experience and failed too early - a fridge freezer and washer dryer.
My view is that if I'm viewing something as disposable I just buy whatever is cheap and half decent, but if I'm buying for it to last I buy Miele.
We had problems with our Bosch washer although the dishwashers at work are them and survived many years of abuse. Our current washer is a cheap end Candy and works fine (does about a load a day for us), if it goes wrong beyond anything I can fix (ie bugger all) I'd be happy to scrap it after a few years use.
useful info: http://www.ukwhitegoods.co.uk/
personally I've got Bosch and AEG stuff which has all been pretty good.
Washing machine: Either go dirt cheap and replace after a few years or go Miele. The Miele one at my old place is still going strong after 15 years and has never needed any work on it. At one point when the kids were little it was getting used at least daily. Very simple, no frills machine, it just does the job.