We are all familiar with the phrase, “I’m sorry but the guarantee has run out so there’s nothing we can do”, which is often a complete lie – at least in many cases. If the manufacturer’s engineer says it then technically it is true because they have no obligation under the sale of goods act – but the retailer does, and they can’t just fob us off by sympathising about how our guarantee has run out. Here is just one example which proves that this response is not always true.
All articles related to getting an appliance repaired
This is a category list of all my articles related to getting appliances repaired. The articles cover a wide range of related issues so it's well worth browsing through them. You might be surprised how interesting or useful some of them are.
Looking for a local tradesman? Which? Local Really Works
The best way to find a recommended reputable local appliance repairman is to use Which? Local which is free for Which? members (join up for just £1). It really works because as a Which? affiliate and member I’ve used it several times myself. Lots of companies offer to find a quality tradesman for us, though most of them need to charge tradesmen to be members so they only recommend those that pay.
In my experience as an engineer working on washing machines under a manufacturer’s guarantee, a substantial percentage of calls may be to faults not covered by the guarantee. The most common by far is obstructions from items (usually coins) left in pockets blocking the pump. Under these circumstances, an engineer is entitled to or even expected to charge the customer. Often they will get commission on all money collected as an incentive.
Repairs are covered under the supply of services section of the sale of goods act and have to be carried out within a “reasonable time”. When free to choose our own repairer we don’t have to wait that long, we’d just go to someone else so it isn’t an issue. But with appliances under guarantee, or covered by maintenance contracts and extended warranties we are captive customers, and that’s different. Many people are unaware that the speed of service received through a manufacturer’s guarantee or an extended warranty or guarantee can be slower because of the nature of their business models – and you can’t go elsewhere.
Yes you can, under certain circumstances, where you can show you’ve suffered financial loss as a result. It’s up to you to decide whether to accept a fair and reasonable explanation though, these things do happen and we can’t be all suing each other for compensation each time. Most of the time it is the engineers who turn up as arranged, and it’s the customer who is not in and they don’t always charge. However, if they threatened to charge you if you aren’t in when their engineer arrives, then surely the same rule should apply to them?