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How long have you waited for an appliance to be repaired?

Broken fridge

Having lived without a freezer for a year, I can’t imagine not having one now. I’d be lost if it broke down, but I’d expect I wouldn’t have to wait too long for a repair.

However, it would seem I shouldn’t be so confident judging by the nightmare repair experiences that have been shared with us.

Your washing machine, fridge, boiler, probably your freezer and likely your dishwasher too are appliances you’d struggle to live without. They’re essentials for everyday modern living. So it’s a major inconvenience – and pretty stressful – when they break, never mind waiting around for them to be fixed.

How long have you been left waiting for an essential appliance to be fixed? And how long is it reasonable to wait?

Repair despairs

One Which? member got in touch to tell us about their washing machine woes:

’I bought a £700 washing machine which broke after two weeks, and it’s taking them a week to come and look at it.’

Another member was stumped by the waiting time for repairing a two-month-old dishwasher:

‘I bought a dishwasher, it was delivered on 28 August and is already faulty in October (not heating the water and therefore not washing the dishes properly or drying). I now have to wait for the retailer to come out to try and fix it on Wednesday afternoon. I have not been offered a replacement due to the machine being faulty so quickly.’

Repairing older machines

So it would seem that repair times for new or nearly new products could leave you hanging around for days or even weeks. But what if you’ve had your appliance for a few years, should you expect a longer wait to get them fixed?

One owner of a six-year-old washing machine found that ‘the handle failed recently with wet clothes in it. The manufacturer couldn’t fix it for over seven days (leaving mouldy clothes) so a local repairman sorted the handle same day. But the whole door was not right – there was a problem on door-side of hinges. Three replacement doors have now been delivered – all broken on arrival!’

And another told us about a washing machine, purchased for around £1,000, five years ago which came with a 10 year warranty:

’The machine has recently broken down and she has called out a technician with this warranty but she is unhappy that she has to wait a week for them to come out. She feels that for the price she paid she should get a faster service especially since she could have purchased a good enough model for far less money.’

If it’s broken, how do you fix it?

We’d like to hear your experiences of getting your essential large appliances repaired, including washing machines, boilers, dishwashers, cookers, tumble dryers, fridges and freezers.

How long did it take, how old was the product, was it still under guarantee, was there a call-out charge, did they have the parts with them and how did you find the process?

Useful links

Read what to do if you have a faulty products

Comments

We have a Samsung washing machine, it has a registered 5-year warrantee, it has broken down several times since owning this machine. Purchased 3 years ago.

We reported a fault with the machine on the 1st as it was leaking water over the kitchen floor, on the 4th an engineer arrived from Group FX, to say it needed some bearing’s replaced and would call early next week, no call or visit and after chasing them up they say it could be another week as they may need two engineers to fit the parts. We have called them twice and promised a call back, guess what no call.
Today (10th) we called Samsung direct to ask for a refund as the 5-year guarantee clearly states a repair should be completed within 3 working days or 5 working days if a specialist part is required. The paragraph then states if it cannot be repaired Samsung will replace the item or give a full refund.
Samsung put us on hold and called the repair centre and then quoted the same thing Group FX told us “it will be an estimated 1 week extra”, When we asked about their guarantee promise online they put us on hold and then forwarded us to their complaints team of which apologised for the delay and confirmed they have spoken to Group FX and can confirm the part will arrive today or tomorrow and Group FX will call to arrange a date for the engineer/’s to visit of which we have already been told would be next week.
Samsung offered us a £40 voucher as an apology, to me this confirms they acknowledge our experience is not as per their guarantee terms and conditions.
So, we now have to wait quote “for a day or two” for Group FX to confirm they have the parts, and then an estaimated further 7days for them to fit the parts.

The amusing thing is a local registered engineer told us last week he could get the parts within 2 working days but it would terminate the Samsung Guarantee.

sorry it should say genuine parts

Stephen Evans-Gould says:
6 August 2020

We are having a similar problem with Samsung. The washing machine is within 2 year warranty. We have waited more than a month to date waiting for a repair. We still haven’t heard anything yet . I have had to many numerous calls without any further action.

I experienced problems with an AEG Fridge-Freezer and AEG Washer-Dryer, both cheap models chosen and installed by the developer months to my moving in.
After 3 months the F/F model was not freezing nor keep chill correctly and after some emails and visits by engineers, eventually exchanged it for another – same model – bad move on my part, I should have requested an upgrade because it still does not keep cool properly.
The Washer/Dryer proved to be more difficult to deal with and ‘engineers’ did not seem to be able to rectify the problems; washing not finishing and making grinding noise; door bleeping but not opening.
Engineers not calling out when arranged – customer service politeness 0%
My Solution in frustration Washer/Dryer: I wrote directly to the CEO explaining the problems. No quible, Within 2 weeks I was given an upgraded model.

I have just replaced my 24 year old Bosch Larder Fridge for another Best Buy Bosch. The shop I used will register my purchase and warranty at the shop and should there be any problems, it is to be communicated via them direct.

In future, for appliances under warranty I will not simply register call and call out but write directly to CEO not by email either.

Well done getting 24 years of use out of a fridge. I suggest registering with the manufacturer and then you can be sure the job has been done. If a safety recall, this will be handled by the manufacturer rather than the retailer. Bosch products can be registered online easily and unlike some manufacturers this does not result in marketing emails or phone calls.

AEG is now just a brand. White goods branded AEG are likely to be made by Electrolux.

‘Which’ rated #1 Bosch washer/dryer £900.
13 months old and now not even Bosch can figure out what’s wrong with it. 3 week wait for the first engineer visit!! “Many sensors” moved the plug to a different socket leaving the cable across the surface and tight enough to be pulling the plug out and left after telling us it will be another 3 weeks before another engineer can visit. 6 weeks!!!!!!!! JOKE! Never Bosch for products or aftercare ever again