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Advice relating to calling out washing machine repairers and some of the issues encountered while trying to get a washing machine repaired

Washing machine faulty? 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 washing machine repairers).

Washing machine repairs

 

Should I look for a free estimate?

Some trades offer a free estimate. The costs incurred in coming out to quote are all part of the prices charged. Most businesses that do it are usually estimating for large jobs potentially bringing in hundreds or even thousands of pounds. Examples of this are builders, decorators, double glazing companies etc. They are all able to charge enough money when they do get a job, to cover the expenses of the ones they lose.

The average cost of a washing machine repair is very low. In many areas anything over £60 is rejected and in most areas, with people owning the average washing machine anything over £100 (including parts, labour and VAT) will almost always result in the customer buying a new machine. The cost of a budget replacement washing machine is now ludicrously cheap (as low as £175). There is simply not enough profit to cover free estimates and no call-out charges repairing washing machines these days (if there ever was).

Bearing all this in mind, you should think how reasonable it is to expect someone to make an appointment (which commits potentially up to an hour of their allotted time from their working day) to call to your house, and then spend time checking and diagnosing your machine, and finally giving you advice - for nothing. Many adverts do offer free estimates (and even free call-outs) but you will often have to fit in with their times and maybe wait in all day. They are also likely to be reluctant to spend much time looking at your washing machine, and may not even take the top or back off. They can often simply make up a price based on your description of the fault, or quote a predefined standard amount based on what they think they can get away with. If the fault looks like it will need more than a few minutes to diagnose - they simply can't afford to spend this time with no guarantee they will get paid anything.

Basically if you are not paying for something, you often don't get it. It is also unlikely that anyone will tell you exactly what is wrong with your washing machine, and what they are quoting you for. They will need to guard against people using them to diagnose the fault and then fixing it themselves or ringing round to find someone to do it cheaper. So you will very likely be just given a price, and it's take it or leave it.

Another problem is that if your washing machine is not worth repairing, and a repairman tells you this honestly, he will not be able to charge you and will lose money. That's not to say no one will, there are many honest washing machine repairers out there, but they could be tempted to try and talk you into having it repaired instead of advising against it. I know of people who always warn customers not to get rid of their washing machine and to have it repaired. They warn them that the new ones are "rubbish". This can persuade many to spend large amounts on a repair when their washing machine is exactly the same build quality as the new ones in the shop (just as "rubbish")

Summary:

The point of this article is not to vilify everyone offering free estimates, but to defend traders who make a stand and say, it costs money to come out and diagnose a fault. Someone has to pay for it - and that someone should be the person who doesn't have a repair done after diagnosis. Don't penalize someone who has a very reasonable (often nominal) call-out or estimate charge as they are often just trying to be honest and up front about charges. Their call out costs are not additional charges, they are usually just the portion of the labour costs that cover coming out and diagnosing.

I am not saying that all people offering free estimates will be cowboys. In fact in some areas, because the vast majority of rival companies offer free estimates and no call-outs it can be very difficult or even impossible for a genuine repairman or company to not to follow suit. Also, a local repairman covering a village or small area may be happy to give free estimates and absorb the costs, which will be far less than someone covering a large city. However, in many cases - particularly if a trader covers a large area in a big city - free estimates are often subsidised by higher repair charges. .

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Should I pay a call-out charge?

Call-out charges are grossly misunderstood by many customers and unfairly despised by most. People often don't appreciate that if you book an engineer to call at your house, the engineer has to allow for between half an hour and up to an hour's slot in his day to fix your washing machine. If he only books in 8 jobs each day then one eighth of his day is given to you. Once he has a full day's work booked in, he could lose work when other customers can't be fitted in. If subsequently he comes to your house and you aren't even there, or you don't have the repair done, then it has cost him much more than the cost of the petrol to get there.

People tend to unfairly resent paying call-out charges (in the same way they resent paying delivery charges after buying a product.) These resentments are understandable to a point but unfair. It costs money to call out to a customer so of course they should pay. Many engineers realise that customers are generally much happier when call-out (and likewise delivery charges) are simply hidden within the cost of a product or service, but it you do not have your washing machine repaired it's not possible for an engineer to hide the costs unless they charge extra for successful repairs to cover it.

If a call-out charge is very high then it's a different matter, but a small £10 - £20 charge is very reasonable. An important note, often not appreciated, is that if an engineer has a call-out charge, then their labour charges are highly likely to be reduced accordingly because they don't have to make up the money for the losses on all the jobs they don't get. Conversely, someone who doesn't charge a call-out charge if a repair quote isn't accepted, may well quote and charge more for the repair to cover it. So ironically, you could pay more for a washing repair by someone who doesn't charge for estimates or call outs.

Make sure you also read the Should I look for a free estimate (above) which is an important part of this topic.

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Should I call a repairman out of normal working hours?

As inconvenient as it is, a broken down washing machine is not really classed as a genuine emergency. Other trades (such as plumbers) usually have out of hours services for emergencies, but we all know it costs a fair bit extra. There is no real demand for out of hours washing machine repairs at an increased cost. Most washing machine repair businesses only operate during normal working hours. There could be someone in your area willing to work in an evening, or even on a Sunday, but there's a fair chance they may charge more to cover it so if you can wait, it's probably best.

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Should I let my washing machine be taken away for repairs?

Having your washing machine taken away for repairs has the following disadvantages -

NOTE: Some reputable engineers could legitimately want to take your washing machine away to a workshop if your machine has a fault that is intermittent and hard to trace or otherwise difficult to diagnose. Also, if you have a very small kitchen, someone may prefer to take it away for a tub or drum bearing change. In most cases taking one away should be avoided.

 

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Should I have my washing machine serviced regularly?

Ideally the answer should be yes because mechanical machines benefit from regular maintenance. If you want to have a washing machine serviced every so often, especially if it's a quality washing machine it shouldn't do any harm and could be very beneficial. The problem is that as purchase costs have come down, many washing machines are just not expensive enough to warrant investing money each year on servicing. A service can cost between £30 and £90 depending on who you use, so having a washing machine annually serviced each year for 10 years could be very expensive. The economics just don't encourage annual servicing - especially when many breakdowns could not even be prevented with a service. Of course some breakdowns could be prevented, and some problems could be sorted before they became more expensive, but the overall lifetime cost could even outweigh these "potential" savings.

The most important thing to bear in mind though is that faults are ignored at your own risk. I have seen many major faults that were caused by ignoring minor faults. Things like small leaks that can end up shorting out the electrics and damaging the main program timer, or noises that eventually cause the drum or motor to seize up, and coins rattling about inside that eventually damage the main tub. If you don't want to have your washing machine serviced regularly - which is fair enough nowadays - make sure you don't ignore any symptoms that you become aware of.

Give your washing machine a regular service wash

Washing machine manufacturers all now recommend that you regularly put your washing machine on a service wash. This can prevent several problems caused by a build up of gunge and slime inside the washing machine. For further details read - Causes of grease, slime and black mould inside washing machine

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Further washing machine repairers advice

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