Why are there so many appliance repair horror stories?
Appliance repair horror stories are common not because engineers are generally incompetent or dishonest, but because the economics of modern appliance repair make high-quality service structurally difficult to deliver. Engineers are routinely expected to repair too many brands, too many appliance types, and too many jobs per day – with insufficient time to diagnose complex faults properly. This article explains how this happened and what it means when booking a repair.
Getting an appliance repaired at a reasonable price and to a good standard is harder than it should be. Understanding why requires looking at how the repair industry has changed – and what the economics of modern appliance repair actually allow.
Why Appliance Repair Quality Has Declined
The Cost Problem
High-quality repairs – engineers with specialist knowledge, well-stocked vans, and enough time to properly diagnose and test each appliance – cost a significant amount to deliver. This works economically only for expensive appliances where customers will pay the labour rate required to fund it. For washing machines, dishwashers, and tumble dryers that cost a few hundred pounds to replace, customers simply will not pay what genuinely good repairs would cost to provide.
The result is that repair companies operating on lower-margin jobs must do high volumes to be viable. Individual repairs that need lengthy diagnosis, stripped-down work, or ordered parts are difficult or impossible to make a profit from. This creates structural pressure on the entire service model – pressure that is eventually felt by the customer.
Too Many Brands, Too Many Appliances, Too Many Jobs
In earlier decades, a significant number of independent engineers specialised exclusively in one or two brands. They knew those products completely, carried every likely spare part on their van, and could repair almost anything they encountered on the first visit without ordering. That level of specialisation is no longer viable for most engineers because there is simply not enough repair work available in any given area on a single brand to sustain a business.
Today most engineers – including those employed by manufacturers – are expected to repair washing machines, tumble dryers, dishwashers, ovens, hobs, fridges, and freezers across multiple brands. The number of different appliances they are technically required to be competent on is enormous, and no engineer can carry parts or accumulate detailed experience for all of them.
This problem has been compounded by brand consolidation. In earlier decades, brands like Hoover and Hotpoint were fully independent manufacturers with their own distinctive engineering and their own dedicated service networks. Manufacturer engineers then specialised in one brand. Today most major brands are owned by a handful of parent companies, and their engineers are expected to cover all brands under the group umbrella. The depth of specialist knowledge has been diluted across a much broader range.
What This Looks Like in Practice
Under pressure to complete a large number of jobs in a working day, with insufficient time for complex diagnosis and no realistic way to carry parts for every possible appliance, some engineers develop coping strategies that allow them to get through the day but do not serve the customer well.
| Scenario | What happened | Actual cause |
|---|---|---|
| Noisy washing machine | Engineer diagnosed worn drum bearings without inspecting the machine, ordered a complete outer tub assembly. Customer waited two weeks for a second visit | Loose top tub weight – repaired in minutes by tightening it |
| Dishwasher stuck full of water | Engineer diagnosed a failed pump without inspecting the machine, ordered a replacement. Customer waited a week for the part | A piece of glass jamming the pump impeller – cleared in 20 minutes |
| Noisy Hoover washing machine | Engineer diagnosed worn drum bearings without inspecting the machine, ordered bearings. Customer waited over a week | Badly worn drive belt – replaced on the spot |
These are documented examples rather than theoretical scenarios. The pattern – ordering expensive parts without proper diagnosis, with the customer waiting weeks for a second visit only to find the problem was far simpler – reflects what happens when engineers have insufficient time per job and insufficient knowledge of specific appliances.
When Repairs Work Well – and When They Don’t
It would be wrong to conclude that modern appliance repair always delivers poor results. Most faults are straightforward and most repairs are completed successfully on the first visit. The problems arise predictably in specific circumstances.
When repairs tend to go well
- The fault is simple and the cause obvious – a blocked filter, a failed door lock, a worn belt
- The part required is commonly needed and the engineer carries it on the van
- The appliance is a mainstream brand the engineer regularly works on
- The fault is consistent and can be reproduced during the engineer’s visit
When repairs tend to go wrong
- The appliance is an uncommon brand or one notoriously difficult to source parts for
- The fault is intermittent – not consistently reproducible during the visit
- The part required is not stocked by the engineer or the spares distributor and has to be ordered from the manufacturer
- Diagnosis requires dismantling the appliance and the first repair reveals a second fault – another part order, another wait
Booking a Repair?
Related Guides
Manufacturer or Independent Engineer?The pros and cons of using a manufacturer’s service network versus a local independent repairer.
Can They Charge Me If the Engineer Finds No Fault?What to do when the engineer cannot reproduce a fault and attempts to charge for the visit.
Appliance Error Codes: Friend or Foe?How manufacturer error code restrictions have made independent repair harder – and what it means for consumers.
What Does No Call-Out Charge Mean?How repair company pricing actually works – and what the no call-out charge promise really means.
Frequently Asked Questions
Why do appliance repairs take so long?
Most delays are caused by parts ordering. If the fault requires a non-stocked part, the engineer must order it from a distributor who may in turn have to order from the manufacturer. This chain can take days to weeks. A second visit is then required to fit the part. Delays are longest for uncommon brands, discontinued models, or faults that are only diagnosable once an initial part has been fitted and found not to cure the problem.
Is it worth repairing a washing machine or should I just replace it?
For simple faults with common parts, repair is usually economical if the machine is under five or six years old. For complex faults on older machines – particularly those requiring expensive parts like a PCB, motor, or outer drum – the repair cost can approach or exceed the cost of a replacement. Getting a diagnosis and quote before committing is always worthwhile. See our guide on whether to repair or replace.
How do I find a good appliance engineer?
Local independent engineers who cover a smaller area and fewer brands often deliver better service than large national networks, particularly for faults that require time to diagnose. Recommendations from neighbours or local community groups are often more reliable than online listings. For brand-specific faults under guarantee, the manufacturer’s network may be the only option. See our guide on manufacturer vs independent engineer.
9 Comments
Grouped into 8 comment threads.
1 reply hello, I recently purchased an Indesit Moon washing machine and lately every time i run a wash through it seems to crash when it comes to the end of the cycle. Im not sure what the problem is i have had the local repair man out but he didnt seem to sure on what it was himself. I wasjust wondering if you could give me and tips or advice. thanks.
0 replies “Inappropriate” use of computerization in appliances is really awful for the user. Perfectly good functionally “gut” components have to be trashed because of “high tech” issues. Some appliances could have emergency override switches, especially refrigerators. Since the control function is more integrative in a washer, that may not be possible with a computer driven washer. HVAC systems with (IFC’s) integrative furnace controls and (ECM) electronically commutated blower motors are a nightmare when they fail and the weather is freezing.
“Inappropriate” use of computerization in appliances is really awful for the user. Perfectly good functionally “gut” components have to be trashed because of “high tech” issues. Some appliances could have emergency override switches, especially refrigerators. Since the control function is more integrative in a washer, that may not be possible with a computer driven washer. HVAC systems with (IFC’s) integrative furnace controls and (ECM) electronically commutated blower motors are a nightmare when they fail and the weather is freezing.
0 replies we are a small co in business for nearly 40 years and in the last 5 the white goods repair business has changed so much,With the price of machines dropping and dropping and them been made so hard to repair ,also this makes the price any one what's to pay drop to cars go up all the time and so do there spares but all that happens in this business is you have to do more jobs to earn less money if you can even get the work.
we are a small co in business for nearly 40 years and in the last 5 the white goods repair business has changed so much,With the price of machines dropping and dropping and them been made so hard to repair ,also this makes the price any one what’s to pay drop to cars go up all the time and so do there spares but all that happens in this business is you have to do more jobs to earn less money if you can even get the work.
0 replies I am having a nightmare with a repair from Repaircare.co.uk. The original repair back in March was a simple element change. The engineer broke my door and caused the power to blow over the whole house. 7 visits later, new hinges, new brackets, new door and I am being fobbed off and told it is being dealt with. I lodged a formal complaint which is a waste of time, no one returns calls and they are either not at their desks or in a meeting ( funny that). No offer of compensation or replacement of my range cooker which is only 1 year old. I will never use them again.
I am having a nightmare with a repair from Repaircare.co.uk. The original repair back in March was a simple element change. The engineer broke my door and caused the power to blow over the whole house. 7 visits later, new hinges, new brackets, new door and I am being fobbed off and told it is being dealt with. I lodged a formal complaint which is a waste of time, no one returns calls and they are either not at their desks or in a meeting ( funny that). No offer of compensation or replacement of my range cooker which is only 1 year old. I will never use them again.
0 replies Thanks for your input Anonymous. It's good to get engineers' views and it's also good to see not everyone is under too much pressure.
Thanks for your input Anonymous. It’s good to get engineers’ views and it’s also good to see not everyone is under too much pressure.
0 replies I work for a company who contracts to Whirlpool and we (us lowly engineerios) are contracted to 10 calls a day but I barely see 8, 7 most days and on a busy day 9, I normally do approx 110 miles a day with 7 or 8 calls, we have time to look at and diagnose properly without the guess work, some days we finish late but that comes with the trade anyway I believe.
I work for a company who contracts to Whirlpool and we (us lowly engineerios) are contracted to 10 calls a day but I barely see 8, 7 most days and on a busy day 9, I normally do approx 110 miles a day with 7 or 8 calls, we have time to look at and diagnose properly without the guess work, some days we finish late but that comes with the trade anyway I believe.
0 replies The article he has written is very accurate. Now the cost of repairs combined with shorter life spans really costs us more in the long term. Just maybe the government will reevaulate it's view and help us use our money more wisely in our own homes.
The article he has written is very accurate. Now the cost of repairs combined with shorter life spans really costs us more in the long term.
Just maybe the government will reevaulate it’s view and help us use our money more wisely in our own homes.
0 replies I often ask myself why so many white goods, electrical appliances, cars etc. have onboard computers? No wonder it's difficult or impossible for anyone other than the manufacturer to carry out most repairs! Why does everything need a computer built into it when these cause so many failures? Ovens, washing machines, dishwashers etc. never had onboard computers and they worked fine without them - better actually! Why the need to keep ditching tried and trusted methods and restarting again from scratch with trendy ideas? Instead of using "old" technology, manufactures constantly come up with new ideas that don't have years of testing behind them. I don't have the time or patience with new technology. I would be happy to pay the same 'expensive' price for white goods if they were built as reliability as they were 30 years ago and were as easy to repair. In today's "throwaway" society, the customer would rather buy a new appliance with a 1 year guarantee than spend nearly the same amount repairing a faulty one. Thanks to a public that prefers the lowest price over quality, white goods have reduced in quality to the point where they are just disposed of every few years. "They don't make them like they used to" - too right!
I often ask myself why so many white goods, electrical appliances, cars etc. have onboard computers? No wonder it’s difficult or impossible for anyone other than the manufacturer to carry out most repairs! Why does everything need a computer built into it when these cause so many failures? Ovens, washing machines, dishwashers etc. never had onboard computers and they worked fine without them – better actually!
Why the need to keep ditching tried and trusted methods and restarting again from scratch with trendy ideas? Instead of using “old” technology, manufactures constantly come up with new ideas that don’t have years of testing behind them. I don’t have the time or patience with new technology.
I would be happy to pay the same ‘expensive’ price for white goods if they were built as reliability as they were 30 years ago and were as easy to repair. In today’s “throwaway” society, the customer would rather buy a new appliance with a 1 year guarantee than spend nearly the same amount repairing a faulty one.
Thanks to a public that prefers the lowest price over quality, white goods have reduced in quality to the point where they are just disposed of every few years. “They don’t make them like they used to” – too right!
hello, I recently purchased an Indesit Moon washing machine and lately every time i run a wash through it seems to crash when it comes to the end of the cycle. Im not sure what the problem is i have had the local repair man out but he didnt seem to sure on what it was himself. I wasjust wondering if you could give me and tips or advice. thanks.
Likely replying to Deborah Heselwood
Hello Deborah. I can’t give specific advice about the fault because it’s long and protracted, and fraught with problems trying to diagnose most faults when you can’t see the machine. This article is also about general repair issues.
In theory it should be producing an error code but if it isn’t it can be hard to diagnose.
Indesit washing machines are subject to fixed price repairs from the manufacturer which you might be interested in. They are expensive but include parts & labour
Alternatively you might want to try a different independent engineer, I have some listed here- Washing machine repairs