I was offered a replacement oven as the old one was very old and the parts no longer available. I was offered a long list of replacements (positive), some with no extra charge apart from a £110 fee for installing the new one and £20 to take the old one away. I found it really difficult to find detailed information about the ovens and whether they were suitable as a built in or under counter oven. The chat was available but very frustrating and difficult to actually getting a live person to answer questions. Automated multi choice once appearing all the time. Finally went for an oven with no extra charge but no installation service was available for this one and no recycling service. So happy with the oven but not so with the process of getting it which I found stressful.