Repaircare Review

Repaircare are a National appliance repair company offering fixed price repairs. This review was written only several months after they began trading. Things may, or may not, be different now.

Their fixed price appliance repairs include call out, parts, labour and VAT. Repaircare are part of Connect Distribution who are the UK’s largest distributor of appliance spares and accessories.

They supply much of the independent repair trade. Their website is easy to use and features 3 simple steps to get a quote. It’s incredibly simple and well designed.

How do they do fixed repairs? What’s the Catch?

I’m naturally pretty sceptical and not easily impressed – always looking out for a catch. It shouldn’t be possible for Repaircare to be able to include the spare parts in their repair charges but they are the UK’s largest spare parts distributor so they have access to much cheaper parts than most and they obviously think they can.


Repaircare advertised fixed price repairs, but unfortunately the truth is they did not fix every appliance for the price initially quoted. They covered themselves against the more expensive repairs with a clause in their terms and conditions allowing them to charge extra.

They did claim that most repairs should be covered by the amount advertised, but after a few months (of complaints) they were forced to change their terms and conditions to remove their right to charge extra for certain parts. Offering fixed price repairs is a big ask.

But Repaircare should have access to very cheap spare parts because of their massive buying power as part of the UK’s largest spares distributor 4Ourhouse. However, they don’t employ their own engineers.


They instead use a network of independent engineers, which appears to cause some problems at times where people have complained of poor customer service.

Complaints

Repaircare have been accused of washing their hands of some complaints when (presumably) a customer and the independent engineer have been telling them different things.

However, I don’t believe they can do this because a customer’s contract is with Repaircare, and not the engineer that Repaircare subcontracted to do the repair.

It sounds like Repaircare have been frustrated by different accounts from the engineer and customer and want them to sort it out between themselves. But if a customer can’t, then Repaircare must.

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Margins must be small and this operation probably relies on economies of scale. As it is covering all of the UK they may be able to achieve the quantities of repairs necessary to be viable. However, they need most repairs to be relatively minor to balance out the expensive repairs.

If only people suspecting they have a serious fault use them, the system just won’t work. There have been a lot of complaints in the comments of this article (and elsewhere), which is disappointing.

They may have been struggling to cope with the work load at the early stages as they had promoted themselves very heavily. It’s also fair to say that appliance repairs tend to attract a lot of dissatisfied customers due to the length of time it can sometimes take to get them repaired.

Repaircare did eventually respond pro-actively to public complaints and put in place a system to allow people to complain directly to a manager. People with complaints previously felt they had no option but to complain on the Internet because they couldn’t get past the call centre staff to complain to a manager.


If you are the type of person who takes comfort in prices being fixed and inclusive, then fixed price repairs may be attractive for you. Sadly it’s become the main way large repair companies operate now.

You can end up paying a lot more than necessary if your appliance turns out not to need any parts, or only needs inexpensive parts, (most repairs).

You can save money if it needs an expensive part but if it’s quite expensive most repair companies just tell you it’s beyond economical repair. This can make it difficult to get a “win” on these schemes.

Make sure you read and understand the terms & conditions. It will probably state that if parts are “too” expensive they can say the appliance is not worth repairing, which may still cost you a fair amount of money.

Make sure you understand how much it will cost you in that scenario.

Alternatives?

Some manufacturers also offer fixed price repairs now at rates competing with Repaircare. For example Hoover / Candy, Ariston, Indesit, Hotpoint, Creda and even the obsolete Dyson washing machine have fixed price repairs. Also, AEG, Electrolux and Zanussi have relatively low and reasonable labour charges.


Only 3 months guarantee

A mere 3 months guarantee on repairs is very poor indeed. Under the Consumer Rights Act 2015 (previously the Sale of Goods Act), any repair should last a reasonable time, as should any new parts fitted. 3 months (90 days) is nowhere near a reasonable time for almost any repair, especially if new parts are fitted. However, that’s all you get.

So you would have to pursue your claim in the small claims court or through a consumer help body if a repair by a company offering only 3 months guarantee failed after an unreasonable time outside 3 months.

I have to be honest and say that I personally would never use any repair company that only gave a 90 day guarantee, which I consider pretty disgraceful, and a very poor show of confidence in their own work – Is a 3 month guarantee on repairs reasonable?)

More appliance repairers

There are some appliance repair companies listed on site Book washing machine (or other appliance) repair page including companies offering a much more desirable 12 month guarantee on repairs.

Repairs
Fixed-price repairs, Pay monthly, Repair & protect your whole appliance..
Spares

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173 thoughts on “Repaircare Review”

  1. OK. I hate the thought of closing off this thread to further comments as it provides a genuinely useful consumer service. In fact for all we know it could have been instrumental in getting Repaircare to look more seriously at some of the complaints that were coming through in the early days.

    But I’ve no wish to leave it open indefinitely to the current cycle of complaint followed by an apology from Repaircare pointing out the repaircare email address and promising to look into it if they send all their details and job number. This email address has been posted 15 times so far. No one needs a personal invitation to use this route so if you do have any serious complaints contact Repaircare using this email address first and comment if you’ve tried that and still feel you have a case.

    I’ve no idea if anyone has done this, but few if any ever come back and report any conclusion to their case – either to their satisfaction or otherwise, which leaves this cycle of comments a bit one way.

    I’m also uneasy about the one sided nature of things here where people can post their side of the story – with respect often angrily – but Repaircare never post theirs. I would imagine they might like to at times but all companies are likely to be wary of being drawn into public slanging matches. As balanced observers we should all know there is sometimes another side to complaints which we never get to see.

    So for example when I read something like “when I complained they hung up on me” I think that sounds really bad – but unless we know all the circumstances we can’t judge if that was an outrageous response to a justified complaint, or a reasonable response to threats or abuse etc by someone really angry.

    When I read something like “they lied to me” I can’t know if that’s true or just that the customer mistakenly believes it to be true. We can’t know if it was a genuine mistake or a deliberate lie. Without full context and details we can’t make a fair judgement and if Repaircare aren’t going to come back and respond directly to some of the more serious accusations it’s all one sided.

    I rarely moderate any comments but have had to once or twice because I felt they contained too much sweeping accusations and even a desire to try and do damage rather than a simple statement of facts laid out for others to form a judgement on.

    So please don’t add further comments if all you want to do is shout and be angry or even be vindictive – even if you feel have good cause to be angry. Angry complaints always come across as angry. Powerful complaints are more measured and if people see a calm measured objective complaint it carries far more weight than an rant. Please at least wait until you feel you can state your case objectively.

    From now on I will only allow reasonable comments, calmly written and sticking to the facts.

  2. My comments were all truthful – addmited by repaircare themselves. I have had a full refund and compensation (to all those who have given up, don’t! I thank them for their service in the end despite all the problems) but I only got what I wanted after writing these truthful reviews and emailing the highest person possible. It’s sad that it took that to get their attention but I’m glad I did because once I pointed out the problem publically they took action – action they should have taken 2 1/2 months ago.

    I understand you don’t want people shouting their mouthes off about ‘exaggerated truths’ but people are entitled to tell their experiences to make others aware before they make the same mistake, or give advice on how to resolve the current situation. There are always more negative reviews than positive naturally, people don’t feel the urge to tell everyone when something has gone as planned, when a service has panned out correctly – thats how it should be. It’s when things go wrong you need to make people, and the company aware.

  3. Thanks for that Liz: I agree people need somewhere, which is why I said I feel closing the article to comments is something I’m reluctant to do. All I ask is that people exercise reasonable restraint and not come across as wanting to do as much damage as they can out of anger and frustration.

    You say yourself that your complaints were eventually resolved and you got compensated. This doesn’t absolve Repaircare of the initial errors or mistakes but it at least shows that someone at Repaircare wants to sort out these issues as does their repeated recent apologies and offers to look into cases. I don’t understand why people rarely come back and at least say Repaircare did eventually sort it out because that’s also important information and very relevant. Thanks for doing so now.

  4. It’s me again, the man with the broken Smeg cooker. I have been contacted by someone from repaircare after leaving my complaint on this blog. A very nice young lady took note of my grievances and assured me she would follow up. A few days later she got in touch to let me know that the part, I was previously told was no longer available until my own research revealed otherwise, was indeed available but would not be delivered to the engineer until the 15th Oct. This was two weeks ago. The part is due in tomorrow so I expect to be contacted shortly with a date for an engineer to come and fit it. I will let you know what happens.

  5. i’ve just come across this site after going back to try and locate the Repaircare website thru this forum I’ve seen their customer service email address and sent a message. My story is very similar to the incidents above… my household Neff oven suddenly stopped working the first indication being the fan assisted part did come on and on inspection inside the grill/oven heating element was buckled and twisted ? a fixed price fee to check and rectify the device seemed excellent at the time and the date of the 5th of october was booked for the remedy to the faults.

    When the engineer came he told me what i already knew , that my oven was over 5 years old and it was german and he would need to source parts from somewhere abroad. Well that was 14 days ago. since then I’ve made 2 phone calls to Repaircare and my wife has made 1 call leaving a message ;ohh and I’ve received a text message back on my phone on the 13th of october telling me my appliance parts will be obtained asap !!well thats grand with no indication of a completion date it looks like a few more weeks of waiting will make it a month or so with an out of action cooker and grill and no foreseeable end to this stressful situation .The engineer that came out to complete the job as of this week is on holiday ? and there is no quick fix here does anyone else wish they’d gone elsewhere ?

  6. Hello Derek: This is one of those common problems that I can honestly say is not confined to Repaircare and you would probably have the same issue whichever repair company you called.

    Some brands are notoriously difficult to get spare parts for even for the trade. If a specific part isn’t in stock and has to be ordered it may well take quite a long time to get. These problems are explained in my article Why are there so many appliance repair horror stories?

    All I can say is that Repaircare’s parent company are the largest spares supplier in the UK who supply spares to hundreds of the independent repair companies, and supply spare parts on behalf of big companies like Currys as well as run the entire spares web sites for many of the major manufacturers including Neff. Therefore no one is better positioned to get spare parts than Repaircare. Even if you went to the official Neff spares web site it is run by Repaircare’s parent company.

    Having said that, how quickly any repair company actually orders the parts, and how well they keep you informed is definitely down to them.

  7. Can I give an answer as one of the repair agents for Repaircare, who to date has had not one complaint on this contract.

    Looking back I can see some of the major failings are communication between Repaircare, the customer and the service teams.

    The customer books on-line and it comes into us in as pre-booked 2 working days.

    Problem No1 Call may be logged of an evening, and we get it on our system next day when we open, and by then it is booked tomorrow. Too late, we are fully booked! We phone customer, who complains had already made arrangements for the day, and expects it as already paid for. Customer demands another service centre is given the call. We electronically reject the call advising the reason.

    Problem No2 We may get a call in a remote area where we don’t call on a particular day. Still comes in as pre-booked as the Repaircare system is unaware of our prior commitments. As above, phone customer etc. Reject as before

    Problem No3 We receive a call on a product we do not repair. We reject as unable to repair with explanation. As the two paragraphs above, we reject stating reason why.

    Problem No4 Commercial premises. Get it all the time, we call in innocence, discover it is a hairdressers, care home or guest house, notify Repaircare, close as No Repair, stating in full the reason. Repaircare take the basic call-out money, but fail to update the client, who by the way should have read the item 7 of the T&Cs before booking.

    In all cases, we see the jobs sat on the system as “Cancelled Pending” for several days. Invariably the customer phones to ask why we didn’t show, and we explain we returned the call as soon as received. Customer was not notified.

    Assuming a successful visit, and some obscure parts are needed. If not easily identifiable on their system we need to submit an enquiry, usually for each separate item needed, and very often after loads of traffic, get nowhere. Or they advise not available, simply because they didn’t find it. Under those circumstances we close the job as No Repair, and state in full the reasons why. First time the customer becomes aware is when they either chase the repair, or see their C/Card statement

    Another trend I see here is when makes that tend to run a “closed-shop” policy where they do not to give out information and part numbers easily. Cases in point are Whirlpool, Smeg and Stoves. If the part number is available, it is not always on the Repaircare system, needs to be created, priced then sourced. Can take up to a week, then we await the manufacturers delay.

    The major weaknesses revolve around the situations as above. The job gets closed, as it is the decision of Repaircare Head office whether to proceed, and the customer is not updated by Repaircare.

    I cannot speak regards the ones that seem to have had a poor engineer, and as usual we only hear of the majority of bad cases. In our defence, please don’t always blame the repair agent.

  8. Derek,

    I am sorry to read that you have been disappointed by our service. I believe a member of our customer services team has been in contact to arrange a suitable time to complete the repair, now that the parts have arrived from Germany. I would like to apologise for the inconvenience caused.

  9. Scott Kirkpatrick

    I wish I had read this blog before using them!
    You book your repair, you get excited a text message arrives stating “your repair is booked for such a date” relief! The engineer arrives with a tool box my 5 year old once had huffs and puffs and then the dreaded statement “need to order a part” Dismay! How long you ask shrugs his shoulders and leaves. Now the tricky bit trying to get RepairCare to commit to a date for delivery of the part, nearly 21/2 weeks still no date for delivery and they have the cheek to send a text message stating “Repaircare regret a delay in obtaining your appliance parts. We will resolve this ASAP! I have contacted the escalations department 5 days ago, and received the” we will contact you within 24 hours”. Anybody reading this think long and hard about the hassle you will go through in obtaining the truth. PS they also have the cheek to take full payment for the repair but they wont commit to when it will happen! Good luck!

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