Kirby Service Centre in Cardiff

I bought a reconditioned Kirby Diamond for my son and found that the cleaner head did not have a safety guard plate and as a result the belt broke and my carpet was marked.
After trying to get an engineer down to rectify the problem of this defective cleaner and being told I had an appointment with the engineer between 9 a.m. and 1 p.m. on the Friday of last week, and eventually after I contacted Kirby on at least 6 times during that day, I was told that the engineer "was not working today", so I had stayed in all day for nothing.
I contacted Trading Standards and was advised that I could return the defective Kirby Diamond cleaner and have a full refund, they asked me to try and resolve the problem and if not to get back to them through a reference number they gave me..
Still I was being sent from pillar to post and eventually I was put in touch with a man called "Ben" who assured me that he would contact the Finance Manager who was the only man that could authorize the refund, but he was on a day off.
Ben got got back to me to say that he had sorted it all out and an engineer would call today (Monday May 9th 2016) between 9 a.m. and 1 p.m. and would pick up the defective cleaner and give me a full refund cheque.
You guessed it, he did not show up and after another 3 phone calls well into the afternoon, I could not get hold of "Ben" (on a course) and that the Finance Manager who was the only one that could authorize the cheque was on day off. (Long week end off)
I have been a Kirby customer for over many decades, but that does not seem to matter.
The lady on the phone said she had constantly rung Ben on his mobile but no answer, so I are back to square one.
I will try again this week and then I shall have no alternative but to run this dispute through Trading Standards, in the meantime my son has no cleaner I can confidently use.
I asked the lady if Kirby was a "Member of an alternative dispute resolution scheme" the lady didn't know.
I am absolutely "bouncing".