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@Miss_Mouse
Yeah I should try trading standards. You're right rhb, Philips shouldn't have gone ahead and fixed it without talking to me first or at least photographing the alleged damage! Never had a problem with courier firms and this driver seemed really conscientious and efficient, but I will have to phone them too.
It's been a bit tricky to sort out from where I am and I don't want to burden my mum any further but if I don't have a working machine ready by the time I go home in a few weeks I am not going to remain calm or polite.