I am a disabled customer with major dexterity and mobility issues, who is trying to get a carpet washer repaired under my Vax warranty. I am physically unable to put parts onto the machine and am unable to get a carer to do it within the limited amount of assistance time I am given. Vax will only offer to send out the parts which might or might not deal with the issue, they refuse to accept the machine back for repair. Under the Disability Discrimination Act and the Equalities Act, companies have to make reasonable adjustments so that disabled customers can access their services. Vax Customer Service is the gatekeeper to the warranty given to customers, and factored into into the price, when they buy their products. Therefore under the law, Vax Customer Service Team need to adapt their policies and procedures to allow disabled customers to access the warranty in an accessible way. However, according to Connor, a member of the Vax Customer Service Team, this is not true, the team do not have to make any “reasonable adjustments” to their policies or procedures because “they don’t sell anything” they only have to make reasonable adjustments to their communications, which he claims they have done sufficiently!! Vax Customer Service Team are fully aware of my situation, yet they refuse to anything but send out parts. Leaving the law aside, would it really damage Vax’s profits to collect and repair the machines of the small number of severely disabled customers who encounter a problem, without a fight. Are Vax really claiming that the only way a severely disabled customer can access their warranty it through someone else? Or perhaps they expect their blind customers, service dogs to be able to fit parts onto defective machines? It would be wonderful if customer service meant Good customer service not a battle to get the law respected. I expected better from Vax, how naive of me! Last Tuesday was “Purple Tuesday” when businesses celebrated the “purple pound” which is the £249 billon pounds spent each year by disabled households. Clearly the Vax Customer Service Team are determined that disabled customers don’t spend it with Vax, as who could ever recommend such polite but poor and disrespectful non service.