Engineer can’t come for over a week – is this acceptable?
Under the Consumer Rights Act 2015, repair services must be completed within a reasonable time. What is “reasonable” depends on the circumstances – a week’s wait for a brand new fridge freezer that has stopped working is arguably unreasonable; a week’s wait for a minor noise issue on an otherwise functioning appliance may not be. Check the policy’s small print for any service level commitments.
If a washing machine, fridge, or other appliance under guarantee or extended warranty cannot be seen by an engineer for over a week, it raises a legitimate question – is that wait actually acceptable under consumer law?
Why Do Guarantee and Warranty Repairs Take So Long?
Manufacturers and large national repair companies carrying out guarantee or warranty work often cannot offer the same speed of service as a local independent engineer. This is not deliberate – it is usually a result of not having enough engineers to cover the demand, combined with the fact that customers under guarantee or warranty have no choice of repairer and cannot simply go elsewhere.
Many engineers working on subcontract for manufacturers or warranty companies operate on very small margins and cover large geographic areas. They may only visit a particular area once a week. If a return visit is needed after ordering a spare part, that can add another week each time. This significantly affects service levels.
What Are the Legal Rights Around Repair Times?
Repairs are covered under the supply of services provisions of the Consumer Rights Act 2015. The relevant standard is that services must be completed within a “reasonable time”. There is no fixed legal definition of what constitutes reasonable – it depends entirely on the circumstances of the individual case.
Three factors carry the most weight when assessing whether a wait is unreasonable:
How critical is the appliance?
A week without a working fridge freezer or washing machine is a significantly stronger case than a week with a minor fault on a machine that is still functioning. The more essential the appliance, the harder it is for a repairer to justify delay.
How new is the appliance?
A week’s wait on a machine that stopped working within days of a purchase costing over £1,000 is a strong basis for arguing unreasonable service. The newer and more expensive the appliance, the higher the expectation of a prompt response.
Is the appliance still usable?
If the appliance is still functioning with a minor issue, a week’s wait is harder to challenge. If it has stopped working entirely, the urgency – and the legal weight of any complaint – increases considerably.
The repair provider may not agree that the wait is unreasonable, and any dispute would ultimately be a matter of judgement. Cases need to be assessed on their own merits.
Check the Small Print for Service Level Promises
Many extended warranty and guarantee policies include commitments about how quickly an engineer will attend. These may be stated as a maximum number of days before a first visit. If the provider has failed to meet their own stated service level, this strengthens any complaint significantly.
Under a manufacturer’s initial guarantee, there is generally no option to use a different repairer. Under some extended warranty policies, however, it may be possible to use a local independent engineer and claim the cost back – though this option has become less common. Always check the policy wording carefully before arranging an alternative repair.
What Can Be Done If the Wait Is Unreasonable?
Demand a replacement, not a repair
If the appliance is new and the wait is genuinely unreasonable, it may be worth demanding a replacement in writing rather than waiting for a repair. Under the Consumer Rights Act, the right to a replacement exists if a repair cannot be completed within a reasonable time. This may not be accepted immediately, but it can prompt faster action.
Make a formal service complaint
If service through an extended warranty is very poor, a formal complaint about the quality of service – separate from the appliance fault itself – may entitle the consumer to compensation. This can be a complex area and seeking advice from Citizens Advice or Which? before taking action is recommended.
Check whether an independent engineer is permitted
Under some extended warranty policies it may be possible to arrange an independent repair and reclaim the cost. This option has become less common, but it is worth checking the policy wording carefully. Under a manufacturer’s initial guarantee, this is generally not permitted without risking the guarantee.
Frequently Asked Questions
Is a week’s wait for a guarantee repair acceptable?
It depends on the circumstances. Under the Consumer Rights Act 2015, repairs must be completed within a reasonable time. A week’s wait for a machine that has completely failed within days of purchase is arguably unreasonable. A week’s wait for a minor fault on an otherwise working machine is harder to challenge. Check the policy for any stated service level commitments.
Can I use my own engineer if the guarantee company is too slow?
Under a manufacturer’s initial guarantee, generally not without risking the guarantee. Under some extended warranty policies it may be possible to arrange an independent repair and claim the cost back – but this is increasingly rare. Check the policy wording carefully before arranging any alternative repair.
What can I do if the wait for a repair is unreasonable?
First, check the policy’s small print for any service level commitments that have been breached. If the appliance is new and essential, consider requesting a replacement in writing rather than waiting for a repair – this can sometimes prompt faster action. If the problem persists, Citizens Advice can provide guidance on next steps, including whether a formal complaint or compensation claim is appropriate.
19 Comments
Grouped into 5 comment threads.
10 replies Sadly it is quite normal Mireille. If they have to order a part it can take a while. If by any chance the engineers aren't local it can be compounded if they only cover your area on a particular day of the week. The warranties don't usually have speedy repairs as their main selling point but if they do give any promises about how fast they will repair you can complain to them. Obviously if it was delayed even further you can try complaining and demanding they do something, they can sometimes write off difficult machines although you would most likely have to pay some of the cost of a new one if they did.
2 replies I have a Bosch washing machine which is almost 1 year old within a two year warranty There was a fault with the door and eventually Bosch the came eight days later. However the engineer deemed it was something to do with the drain pipe and he would have to pull the machine out which meant removing my dryer from above it Although my husband would have helped lift it down he said this was against health and safety and we are now left waiting from the 28th of October until a two man team can come on the 14th of November I will have been without a washing machine for more than three weeks is this acceptable as the machine is within the warranty period I am furious
I have a Bosch washing machine which is almost 1 year old within a two year warranty
There was a fault with the door and eventually Bosch the came eight days later. However the engineer deemed it was something to do with the drain pipe and he would have to pull the machine out which meant removing my dryer from above it
Although my husband would have helped lift it down he said this was against health and safety and we are now left waiting from the 28th of October until a two man team can come on the 14th of November
I will have been without a washing machine for more than three weeks is this acceptable as the machine is within the warranty period
I am furious
Health and safety gone mad. It is ludicrous to say 2 people can’t lift down a tumble dryer together. A tumble dryer is very light. I used to take them down all on my own, no problem. It’s either an excuse, or they are being over the top with caution.
The problem is, that unless the engineer was lying (or mistaken) in saying he couldn’t help lift it down with the help of another adult male, then they would say it’s not their fault that they couldn’t access the washing machine.
Thank you for replying
Bosch as above gave me a date of the 14th of November, more than two weeks away, so that two engineers could come out to get the dryer down!
When I said I could get it down before then I was given the date of the 10th of November as the soonest one person could return
However, a short email to the CEO of Bosch UK produced brilliant results and yesterday I received a call from the executive assistant to whom he had passed my email and they came this afternoon and fixed it.
That was after we managed to get the dryer down, so that one man came
I think there’s a lesson to be learned there
You can get hold of any CEO s email there is a special website look it up on Google
It’s always worth taking it to the top if you are going to complain!
I have to say I’m feeling very pleased with myself! Lol
1 reply Hello, Twice now an engineer hasn’t turned up to fix my washing machine due to he can’t find any parking. I live on the main road which is a red route. There is parking around the side streets but the engineer refuses to park has he say to far. Well it is not too far, less than a minute back to my house. I have another appointment next month but I feel the engineer won’t turn up. I have made several complaints to my insurance company and they are not helpful. Any advice, please?
Hello, Twice now an engineer hasn’t turned up to fix my washing machine due to he can’t find any parking. I live on the main road which is a red route. There is parking around the side streets but the engineer refuses to park has he say to far. Well it is not too far, less than a minute back to my house. I have another appointment next month but I feel the engineer won’t turn up. I have made several complaints to my insurance company and they are not helpful. Any advice, please?
Hello Joanne. This is a very unusual problem. I do have sympathy for the engineers, who are given far too much work to do in a single day and are under enormous pressure. But at the end of the day if your washing machine is covered under an insurance, then the company that has taken your money are obliged to give you the service you have paid for. It sounds like a terrible situation. But if two engineers have already refused to turn up, and clearly not got into any trouble about it then I suspect like yourself that there is every chance the third engineer will do the same.
The only thing you can do if you haven’t already is to speak to a manager, or at the very least tell them that it is completely unacceptable for them to do the same thing again, and that they know full well that two engineers have let you down. So if the third one does the same, you will take them to the Small Claims Court. I presume this is in somewhere like London. But there must be loads of very inaccessible homes in such areas, and they just need to be able to work with it. You may need to get the help of citizens advice.
1 reply Hi, I bought a washing machine (Hoover) in November 2021. It broke down at the end of February. Had an engineer visit within a reasonable time. However, now it seems the part required is out of stock and I’ve been given an estimated date of 29/04. For me live without a washer dryer for over a month is unreasonable in my opinion. Is there anything I can do to speed things up or make a claim? Many thanks, Syed
Hi,
I bought a washing machine (Hoover) in November 2021. It broke down at the end of February. Had an engineer visit within a reasonable time. However, now it seems the part required is out of stock and I’ve been given an estimated date of 29/04.
For me live without a washer dryer for over a month is unreasonable in my opinion.
Is there anything I can do to speed things up or make a claim?
Many thanks,
Syed
Yes, surely a month without a washing machine is unacceptably too long. The manufacturer is unlikely to do anything though. Their obligation is just to carry out repairs under warranty. If they can’t do that within a reasonable time you will probably have to complain to the retailer.
The retailer will not be likely to be helpful either. But they are the ones that have to abide by the Consumer Rights Act 2015, which states repairs must be carried out within a reasonable time. If the washing machine is under 6 months old you probably have a stronger position.
0 replies "If you have an appliance under the manufacturers initial guarantee you cannot go elsewhere" More accurately, you risk voiding your warranty if you make repairs in another way. But if you have a ten thousand pound machine that you need for your business and are losing thousands of pounds a day then you might like to violate your warranty.
“If you have an appliance under the manufacturers initial guarantee you cannot go elsewhere”
More accurately, you risk voiding your warranty if you make repairs in another way. But if you have a ten thousand pound machine that you need for your business and are losing thousands of pounds a day then you might like to violate your warranty.
Sadly it is quite normal Mireille. If they have to order a part it can take a while. If by any chance the engineers aren’t local it can be compounded if they only cover your area on a particular day of the week. The warranties don’t usually have speedy repairs as their main selling point but if they do give any promises about how fast they will repair you can complain to them. Obviously if it was delayed even further you can try complaining and demanding they do something, they can sometimes write off difficult machines although you would most likely have to pay some of the cost of a new one if they did.
Likely replying to Andy Trigg (Whitegoodshelp)
Dear Andy, Im not sure if you can help, I have a breakdown insurance on my dishwasher and have waited over 2 months and its still not repaired, can I ask for a new one. They are not helpful, thank you
Likely replying to Jane Lewis
Hello Jane. This is exactly the type of scenario that I describe in my article. Because you are on a breakdown insurance you can’t go anywhere else, there’s no competition, so there’s little incentive for them to give really fast service, which is difficult and expensive. Obviously you would think they would have the incentive to give such good service in order to encourage you to buy other breakdown insurances in the future but they are likely to be thinking that far ahead. It is difficult to imagine how something could take over 2 months although I presume they are blaming the Covid situation.
The first thing I would do is get out all of the paperwork and carefully read all the terms and conditions. It is possible that they have something in there like a promise to repair within a certain time frame or what they will do if they cannot repair it. After that I would complaint them that 2 Months Is Way past a reasonable time to wait and it is looking like they cannot repair it. With these breakdown insurances if they can’t repair an appliance they usually write it off but many of them will only give a small amount towards a new one depending on the actual policy itself and how long you’ve had it so you could find yourself having to contribute to buying a new one.
Likely replying to Andy Trigg (Whitegoodshelp)
Hi Andy, hope you can help?
I bought an American style refrigerator 20 months ago with Samsung. I waited three weeks for an engineer to be told the compressor was broken and now need to wait another three weeks for them to come. I have two young children and have nowhere to store milk etc my insurance won’t cover it because it’s under warranty and Samsung say that the engineers are busy but once its fixed I’ll be happy(yes, this was their customer service team response ♀️) but in meantime they can’t offer any other support. The engineer told me that he had never came across the compressor on a nearly new fridge going. Therefore, do you think that it’s reasonable for me to ask for a new fridge ? Can I argue that the time given to repair is not reasonable? Any suggestions on how I can get this quicker… fast food is draining my purse (I work long hours and have no time to shop every day)
Likely replying to Cherry
Hello Cherry. I would say on an absolutely critical appliance like a fridge and freezer 3 weeks is far too long to wait. Under the Consumer Rights Act 2015 they have to repair appliance in a reasonable time. However, I honestly don’t know if because of everything being upside down due to COVID they may be able to argue it’s not unreasonable under current circumstances.
Having said that there is an argument that such an expensive appliance should not have suffered a major component failure after 20 months. The rights to a reasonably quick repair and to have been sold an appliance of reasonable quality etc are all under the Consumer Rights Act 2015, which are only with the retailer. So you may want to try to complain to the retailer saying it not only hasn’t lasted a reasonable time without a major part failing but the manufacturer cannot repair it in a reasonable time so you nee a replacement. They would be entitled to knock off a proportion of the compensation to account for the fact you have enjoyed 20 months.
Likely replying to Andy Trigg (Whitegoodshelp)
Hi Andy.
I got a LG American fridge freezer 6/6/22.
On Friday 29/10/22. It started hissing. I phoned LG they asked me to send a video of the noise. This I did . They said someone would contact me in 2/3 days.The hissing got louder and it started loud banging the the extend you could stay in kitchen and kept everyone awake so I unplugged it.
Was told engineer would call on the 15/11/22 repair after that could take up to another 14 days! .I have lost all my frozen food and some items in fridge
I have called and emailed but they not budging. I have a baby; a young child an older person in the household. Who need fresh milk etc daily. Iam not in the position to buy food every day or travel to shops every day due to health. But LG not interested. Any suggestions?
Hi Laura. Keep all the packaging for spoiled food. You may be able to claim from the retailer. If you have receipts too that would be even better.
You should contact the retailer and tell them that because it has failed in under 6 months they need to prove that it was not faulty when they sold it to you. That is what the Consumer Rights Act 2015 says. Tell them you want a replacement asap. If you get no where contact Citizens Advice.
Likely replying to Andy Trigg (Whitegoodshelp)
Hi Andy,
Any advice, i bought a washer dryer in june 2021, 8n oct 2022 it has suffered a fault keeps tripping my electric its got 2 year warranty, called them had to wait 1 week for engineer to come out says he needs a new part for the drum think he said the bearings had gone, was told they would be in touch with a new date, got told new repair date would be 28 november tomorrow but i have checked my repair log online and now says the part will not be ready for appointment and the part wont be there until February 2023! Surely they cant leave me without a washer dryer this long right before Christmas as well, it will be over 4 months, i have 2 young children 2 and 5 so need to wash school uniforms etc, surely this is not classed as a reasonable amount of time etc any advice would be helpful thank you.
Hello Haley. That sounds completely unacceptable. I think you need to contact the retailer, and say you need a replacement, because the manufacturer cannot repair it in anything like a reasonable time and you are entitled to repairs at a reasonable time. They will very likely be unhelpful at first, but under the Consumer Rights Act 2015 it is the retailer that is responsible if it cannot be repaired. Seek clarification from a consumer group like Citizens Advice or Which?
Likely replying to Andy Trigg (Whitegoodshelp)
Hi Andy, can u advise me pls. My fridge oh 5 yrs broke Dwn and I called the repair team who immediately charged me £300 to fix it. Am still waiting 2 months later cause they are waiting on a part
I’ve asked them for a refund but they said they will take out £90 for the engineers vist
I’ve lost a lot of money cause of the food spoiling everyday plus the inconvenience of not having a fridge or freezer. Can I get compensation for this
Hello Ray. My understanding is that the consumer rights act 2015 states that any repair should be carried out within a reasonable time. No one except them would try to argue that 3 months without a working fridge is a reasonable time.
You probably need to get help from citizens advice or Resolver. But I would say they have breached the consumer rights act by taking your money and not carrying out a repair in a reasonable time. So you should be entitled to a full refund.
They are unlikely to want to do this because it will cost them, but they shouldn’t take £300 and expect a customer to wait such a ridiculous amount of time.