Redux - day 7: Legal enquiries and a letter

I have just posted a letter to the head of Customer Services.

Today I wasted a long lunchtime (I'll have to make the extra time back up) sitting in the waiting room of my local Citizen's Advice Bureau (they don't do a phone service except on Fridays). I swear that the universe stood still for over an hour - no-one said anything, no-one moved, no staff appeared. I left, frustrated.

Then I called Trading Standards and had exactly the opposite experience. Very fast at answering the phone, very helpful, the relevant info was given to me in about 5 minutes flat. The person I spoke to gave me his number so I can call him back personally. This is how it should be.

The upshot is that I'm entitled to a replacement under the Sales of Goods Act 1979, as they have attempted repair which has been ineffectual. This is despite the age of the machine as goods should be "fit for general purpose and durability", ie three years is not an acceptable lifetime.

[edit: attached letter]