Services
Appliance Care will only undertake repairs of the following
domestic appliances types:
washing machines, washer dryers, tumble dryers, condenser dryers, dishwashers,
electric cookers/ovens, Gas cookers/ovens, microwaves, cooker hoods,
fridges, freezers, fridge freezers. Non domestic appliances:
De-Humidifiers, portable air conditioning equipment, Lawnmowers (Electric
only) and Karcher Pressure washers (Domestic use washers, Electric
only). None of the service engineers working for or on behalf
of Appliance Care will repair an appliance other than
the above unless otherwise agreed.
Appointments
Appointments that are made directly with Appliance Care and not covered by any insurance policy or manufacturers
guarantee will be booked on a 4 hour time slot basis for the day agreed.
This means that Appliance Care will give its customers a
maximum period of 4 hours in which the dedicated engineer is to arrive
at the address specified. Any appointments made via any Manufacturer,
Insurance Company or Independent Repair Agency are booked as per that
Companies procedure and Appliance Care will not be held responsible
for inconvenient booking times. On the day of the appointment,
if there is a delay in honouring the time slot allocated, Appliance Care will notify the customer and advise the customer of
the length of delay.
Engineers’ responsibilities
Appliance Care will ensure that all of our engineers will
act, at all times, professionally and responsibly. All of our
engineers will at all times wear a uniform and carry an ID card which
will display that engineers photograph and will contain a telephone
number to verify his/her position.
The engineer will try to remove any appliance which is to be repaired
or serviced and to reposition it to the best of his/her ability. However,
in case of built-in appliances or the presence of any obstacles such
as carpet, cupboard, other appliances, short inlet hoses, faulty taps
etc, these could prevent the engineer from safely removing the appliance
and therefore, Appliance Care may request that the appliance
is removed prior to the repair being carried out.
In the case of built-in appliances, it may be impossible for the engineer
to reposition the appliance to its original fitting place, which is
usually due to a badly designed and/or fitted kitchen/cupboard. After
being advised of this, the customer can not expect Appliance Care to fit the appliance exactly in the way it was. Even so, the engineer
will do his/her best.
Our engineers will at all times be polite and courteous to all of
our customers. In return, our engineers will not tolerate any
abusive, threatening and/or intimidating language or behaviour and
in cases where this may be present, the engineer may refuse to carry
out the repair, and after ensuring that any appliance is left in a
safe condition, the engineer may leave the premises. If this
is the case, Appliance Care may refuse to re-attend to
complete the repair and/or refit any appliance that has been removed.
Guarantee and Recalls
Appliance Care will Guarantee, any private repair (Completed
after 01/09/2007) for 12 Months, Parts & Labour (if parts were
supplied and fitted by Appliance Care). This Guarantee
will not cover any other fault that may occur on the appliance in this
time period. Appliance Care can not be held responsible
for any misuse or accidental damage which may occur by the customer.
Thus, the guarantee does not cover broken door handles or glasses,
door seals, door hinges or frames, knobs, dials, blockages or foreign
objects in the appliance which may cause an improper or noisy operation.
If, a recall is booked at any time in the guarantee period, and a fault
is diagnosed that has no relation to the original repair, then that
call will become fully chargeable.
Charges
All customers are advised of the diagnostic charge and repair
charge that will apply specifically to their repair at the point of
booking the call. If the customer agrees with these charges,
then an appointment is made and an allocated slot is kept for the customer. If
the customer cancels an appointment without giving a minimum of 2 Hours
notice, then a cancellation charge of £25.00 will be payable
by the customer.
Appliance Care will endeavour to phone every customer on
the day prior to the appointment to confirm this appointment. If
this is the case, and the appointment is confirmed, if the appointment
is then broken, i.e. an out card is left, then, a callout charge is
payable of £25.
During the engineers visit, if the repair is completed without the
need of parts, then the agreed diagnostic charge and repair charge
will be payable.
If a spare part is deemed required and needs to be ordered, then the
cost of the part is payable by the customer before the order is placed
and is non refundable if the customer decides to cancel the repair.
If the repair does not go ahead for any reason given by the customer,
then, only the agreed diagnostic charge will be payable.
Once any repair has been completed, all charges will be due and payable
to the engineer (less any payments that have already been made). We
DO NOT offer any credit terms unless agreed by Appliance Care.
In the unusual circumstance that the repair exceeds the original quote
(example: a part has been ordered, fitted and then another fault is
found which may incur extra charges), the customer is given a chance
to decide whether to go ahead or to cancel the job, if the customer
cancels the job in these circumstances, only the Diagnostic charge
will be payable. The repair charge and any payment for
parts will be refunded to the customer.
For all on-line bookings, the service charge and repair charge are clearly
shown before submitting the booking form (except where the customer
does not have JavaScript enabled on their PC, In which case the customer
will be advised of these charges when the call is confirmed by Appliance Care). However, where JavaScript is enabled and the charges
have been shown, by clicking ‘Book Appointment’, the customer agrees
to these charges, our terms and conditions and cancellation charges.
If Appliance Care fail to honour any appointment without
a issuing a minimum of 2 Hours notice, (excluding delays) we will pay
the customer compensation for wasted time the sum of £25. Any
failure by the customer to keep an appointment without prior cancellation
notice will result in a callout charge of £25 being passed to
the customer and payable before any repair is carried out.
Payment
Once any repair is completed, all or the remaining balance will become
payable.
Any appliances purchased are to be paid in full prior to delivery unless
otherwise agreed.
For payments in cash, we only accept Pounds Sterling; we do not accept
any other currency.
Cards accepted are: VISA, MASTERCARD, MAESTRO, DELTA, SWITCH, SOLO
and ELECTRON.
We do not accept cheques, unless agreed at the time of booking.
Delivery
Delivery of a new or used appliance is free to the ground floor of
any address in our coverage area. Should you want delivery
to be to anywhere other than the ground floor with unrestricted access,
please contact us on 01656 647000 to check whether this is possible
before you place your order. Depending on the type of appliance has
been ordered and the circumstances, it may be that an extra charge
will be levied. We reserve the right to refuse to make a delivery if
you have not told us delivery is to other than the ground floor with
unrestricted access. We will either leave the appliance with you at
ground floor level, or, take it away, in which case a failed delivery
fee will be charged. Please note we consider delivery access to be
restricted if our drivers are faced with the following: double yellow
lines; narrow lanes; steep hills; not ground floor and no lift; basement
via steps; small lift. Please call us to discuss delivery if you have
a restricted access.
Please also note that the delivery address should be the one to which
the credit card payment is billed. This is protection against fraud,
for the benefit of the customer and Appliance Care. If
there is a good reason for delivering to an alternative address: e.g.
moving house, being a landlord; we will deliver to a different address
once we have received some form of identification (eg. a utility bill
which links you to the delivery address).
We will make all reasonable efforts to ensure that products ordered
are delivered by the date required, however we cannot guarantee availability
from the manufacturer or the manufacturer's delivery schedules, therefore,
in some circumstances, delivery dates may be subject to change.
Installation & Disposal
Appliance Care will deliver your new appliance, disconnect
the old one, unpack and install the new one(connection to an existing,
suitable water supply and waste disposal point within 1 meter of the
product) and dispose the old appliance. We will also test your
appliance fully to ensure it is working satisfactorily. It is customer's
responsibility to ensure that the product purchased is going to fit
in the dedicated place.
If there is no water supply we reserve the right to refuse to install
the appliance, however installation may still be done but will be subject
to survey and additional charge usually £30.
If the water supply can not be turned off either from the inlet taps
or from the stopcock, the engineers reserve the right to refuse to
disconnect and thus to install the new appliance.
Damage Claims
Any damages which may occur during a repair, Installation or delivery,
must be reported before our engineer or delivery driver leaves the
premises. All engineers will carry a ‘damage report’ that must
be filled out and signed by both customer and engineer before the engineer
leaves the premises.
Appliance Care will not be held responsible
for any damages reported after the engineer / driver has left the premises.
Complaints procedure
In the unlikely event that a complaint needs to be raised, the complaint must be put into writing and sent to the address below:
The Service Manager
Appliance Care
Unit 6, The Beeches Ind Est
Coedcae Lane
Talbot Green
CF72 9DY.
The Service Manager will thoroughly investigate any complaint and reply
within 7 working days of receiving any such complaint.