Washing machine repairers

If your washing machine or other household appliance is faulty, then for the majority of people, using a professional repair company or calling in a local repairman is the best option. However, finding a reputable washing machine repairman or company isn't always easy, and there are many issues relating to having a washing machine engineer call to your house that are covered in the repairs section. (including links to find a washing machine repairer in your post code are).

• Should I contact the manufacturer or an independent repair company?
• Find an independent domestic appliance repairman or company in your post code area
• I have a 5 year parts guarantee - should I use it?
• I need someone quick, should I try an immediate call-out repairman?

 

Should I contact the washing machine's manufacturer or an independent repair company?

Consumer groups like Which? ( Which? - how we test ) periodically carry out comparison tests on the manufacturer versus independent repair option. The reports I've seen have always found that independent repairers usually give a quicker and better service as well as being (sometimes considerably) cheaper than the washing machine's manufacturer. I have to add that it's a good few years since I read this report, so I'm only assuming that this is still the case. You can currently obtain a £1 1 month trial from Which?, where you can investigate their new Which? web site - Which? Online 1 month £1 trial   Note: The Which? reviews and consumer advice is available immediately, online.

Here are the pros and cons of the two extremes of choices as I see it:-

Manufacturer Service: Pros

• They should only supply and fit genuine spare parts
• Unlikely to "rip you off"
• Should know what they are doing or at least have access to latest information
• Should have a proper complaints procedure if you are unhappy with the service

Manufacturer Service: Cons

• Usually have expensive call-out and labour charges (often £90)
• Less personal service
• Usually much less flexible on appointments and can even require you to be in all day
• Repairmen often very pushed for time due to unrealistic workloads and pressure
• At busy times they can expect you to wait a week, or even longer, for an appointment

Independent repair firms and sole Traders: Pros

• Labour charges should be cheaper (sometimes half the cost)
• Usually much faster service
• Engineer should be under less pressure of time and has a vested interest in your satisfaction as it is his livelihood (if a sole trader)
• Should be more flexible with appointments and may be able to work round your school pick up times etc.
• Consumer groups routinely find the service provided is better from independent companies

Independent Sole Trader: Cons

• Levels of expertise can vary considerably, some could even be cowboys
• No one above them to complain to if a sole trader (apart from trading standards)
• May not have as up-to-date information on the newer washing machines
• Could fit non-genuine spare parts, which may be cheaper but not last as long
• Depending on how many makes of washing machine they will look at, they may not have as many spares on the van, although many will be able to get them quickly and even pick them up locally sometimes

Other choices

Another option would be a large retailers repair service such as Currys and Comet . They should be covered by the same pros and cons as the manufacturer's, except they aren't likely to have as up to date technical information as a manufacturer. In theory they should, but they don't.

One major disadvantage is that the engineers working for a national repair company will have to repair an almost impossible array of appliances, which puts them at a fair disadvantage compared to a manufacturer's engineer who only has to repair their own range. Whereas an engineer from a manufacturer has to repair all white goods appliances that the manufacturer makes (and that can be a considerable amount - related: Who owns who? Who really makes your washing machine), a retailer's engineer has to repair virtually all appliances sold by that retailer, which is considerably more. Finally, the guarantee on repairs may be very short. For example, Comet only guarantee their repairs for 3 months (Curry's may be the same - are they? please Contact) which in my opinion is woefully inadequate.

Finally, if you bought your appliance from Currys, Comet or similar, an extra advantage of using their repair service is that you have more leverage with complaints because you bought it from them. They are in a weaker position (even than the manufacturer who made it) because the sale of goods act holds them responsible if the washing machine breaks down too many times or suffers a major component failure.

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Find an independent domestic appliance repairman or company in your post code area

A new service is available which offers fixed appliance repairs. The cost covers everything including parts & VAT although there are some exclusions which mean if it's really serious and not worth repairing or needs very expensive parts you might be told it's beyond economical repair. In such (they say) rare cases you would be charged only £40, not the repair price quoted. Fixed repair prices may not be for everyone but Repaircare.co.uk are attempting to pull it off using a network of independent repairers.

Alternatively you can try to find a reputable local independent repairman Find an independent washing machine repairman in your post code area

Find washing machine manufacturer's repair service telephone numbers and prices

If you prefer, or need to use the manufacturer to repair your washing machine look here Call out and labour charges by the washing machine manufacturers - some of which are now offering fixed preice repairs.

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I have a 5 year parts guarantee - should I use it?

Some washing machines come with free 5 year parts guarantees. 5 year parts guarantees can occasionally prove useful, but unless you need an expensive part, it could cost you more than using an independent engineer, even though they would charge for parts and labour. [Related: Find an independent washing machine repairman in your post code area ]

This is how the free 5 year parts guarantees work.

You have to use the manufacturer's engineers, and must pay for the labour involved in fitting the parts. You cannot get any part free otherwise. The labour charge for fitting a part will usually be around £80 - £90 [ Call out and labour charges by the washing machine manufacturers ] This means that unless your washing machine requires an expensive part, it can be more expensive to get your free parts.

An example of this is if the carbon brushes needed replacing on a Hotpoint washing machine.

• Hotpoint carbon brushes = £14.95 plus (typical) independent labour charges £45.00. Total cost = £59.95
• Hotpoint carbon brush kit = Free, plus Hotpoint's labour charges £89.98 - total cost = £89.98

Occasionally, if you need a major part replacing, it does work out cheaper to use the parts guarantee. The dilemma is that until an engineer looks at the washing machine, you usually don't know who would be cheapest, and by the time an engineer tells you it's too late. I would expect a reputable independent to always advise a customer to use the guarantee if it will work out much cheaper. However, if they charge an expensive call out charge to tell you this this could defeat the point. [ Related: Should I pay a call out charge? ]

Summary: The 5-year parts guarantee is a useful safety net against serious (but more rare) faults while the washing machine is under 5 years old, but you may never actually need it. If you call the manufacturer out under this guarantee, you could end up paying more for the repair than using an independent repairer.

Rough guidelines for who is best to call out if you have a free 5 year parts warranty.

• If the washing machine becomes very noisy on spin, and sounds rough when you spin the drum by hand, it could be drum bearings, in which case it will be cheaper and better to use the manufacturer. (Hotpoint are particularly renowned for failing drum bearings.)
• Washing machine isn't draining the water? Check Washing machine won't empty water and if you can't fix it, call an independent repairer Find an independent washing machine repair company in your post code area
• Washing machine is dead, wont fill with water, door wont open, leaking, or just seems like something relatively minor, it ought to be cheaper to use an independent company. (NOTE: No one can know for sure until an engineer looks at the washing machine)
• If you are unsure, or your washing machine produces an error code, you can Contact and I will advise as best as I can.

Washing machine manufacturer's labour charges

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I need someone quick, should I try an immediate call-out repairman?

It may be very frustrating when faced with loads of washing to do and a faulty washing machine. It's tempting to use anyone who can come the quickest. Don't be too desperate. Desperate people tend to be less discerning and more likely to be targeted by cowboys. There are repair people that advertise immediate same-day service. Often they claim to not only come the same day, but with no call-out charge, and give a free estimate too. On the face of it this does seem too good to be true and in some cases it is.

I've come across many customers who have found that although someone came out straight away, they simply took the washing machine to the workshop and kept it for several days. Quite a few of the companies that advertise same-day service with free estimates and no call-out charges operate by having a couple of men who simply travel round in a big van, collecting washing machines to take back to the workshop all day.

Also, coming out straight away isn't much use if they don't carry the spare parts. People that repair most makes of washer are more likely to take longer to fix your washing machine than a specialist in your make, who maybe can't come out until the next day but has more chance of fixing it on the first visit. The more makes of washing machine someone repairs, the less parts they can carry.

I am not saying all immediate repair services will be like that, but make sure you ask if they take washing machines away first. Washing machines should not normally need to be taken away for repairs. Just don't be so desperate to get your washing machine fixed that you reject your regular repairman for one that can rush out within hours but maybe leave you without your washing machine for several days.

More on next column ...

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