Engineer can’t come for over a week – is this acceptable?
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?
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.
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.
Useful factors to consider include:
- How critical is the appliance? A week without a working fridge freezer or washing machine is more serious than a week with a minor fault on a working machine.
- How new is the appliance? A week’s wait on a machine that broke down within days of purchase, costing over £1,000, is a strong basis for arguing unreasonable service.
- Is the appliance still usable? If it is still functioning with a minor issue, a week is harder to challenge.
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?
If the appliance is new and the wait is genuinely unreasonable, it may be worth demanding a replacement rather than waiting for a repair. This may not be accepted immediately, but it can prompt faster action. Under the Consumer Rights Act, the right to a replacement exists if a repair cannot be completed within a reasonable time.
If service through an extended warranty is very poor, a 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.
Consumer Rights Act and faulty appliances – Claiming compensation from a retailer or repairer – Book an independent repair engineer
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.
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
“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.