Okay, I'm An Idiot, But I'd Like Some Advice Re Call-Out Charge :(

LouLou

Hello I posted a while back about my Servis washing machine, and that I suspected that it had a recurring fault (the model I have has many complaints of the LED dying, which mine did, within the year's warranty).

Two years or so from then and it stopped working again, and I immediately suspected the worst.

Servis went into administration but the retailer was actually very helpful and said they would probably give me a partial refund, because of the fault and it doesn't make much use as I'm single. But first I would have to get an Appliance Repair Report (£60).

So, today the repair guy appeared. And discovers a switch at the side of my microwave was off (I must have moved it when I got my new microwave recently). The machine is working! I'm embarrassed but thought he'd only ask for a partial charge.

Nope. The guy says, "You'll get your report in the post in the morning."

I said, but, I can't send the retailer a report saying the machine works! You're not charging me for that are you?

Yes, he said, it's the call out charge. And with that he left.

I'm embarrassed but I still call the office. They say, if he's there two seconds or two hours, it's the same charge.

So, is this one I put down to experience? I was actually quite upset as the retailer was going to pay for the report (obviously they won't now!), I feel stupid, and I made myself skint to pay for it.

nomoneytoday

They may for goodwill only. From their side they've had to pay someone's time, petrol, training and backup costs.
For each 2 second job there's a 5 hour one that balances it out..

visidigi

you would only get the report paid for by the retailer if the fault was proved to be inherent. The fault isn't inherent and the report still needs to be paid.

For me its a lesson learned - they are within thier rights to charge.

LouLou

That's what isn't made clear..what the call-out charge is, versus this Appliance Repair Report. I'm getting an invoice sent to me tomorrow, telling me I have a working machine, that I paid for!

I've looked on their website and they only say that you can call for a quote.

Not sure what you mean about the fault not being inherent, the retailer isn't involved..I arranged the visit, it was left up to me to arrange that. There's no reason for me to ask the retailer to pay it.

I have my doubts they are the same charge, but yes, the company doesn't seem interested.

stugib

LouLou wrote: »

That's what isn't made clear..what the call-out charge is, versus this Appliance Repair Report.

I imagine it's the same service - a call out charge with a report written up at the end of the visit.

vyle

If they didn't charge, not only would they have used the petrol for nothing, but it's a slot where they could have been doing a job that did make them money.

Had the fault been genuine, then they would still have been paid, but by the retailer rather than you.

Sambucus_Nigra

To be fair, what you are getting is a report saying 'We found the fault. Turn the switch on at the socket to rectify it'.

visidigi

LouLou wrote: »

Not sure what you mean about the fault not being inherent, the retailer isn't involved..I arranged the visit, it was left up to me to arrange that. There's no reason for me to ask the retailer to pay it.

This...

LouLou wrote: »

Servis went into administration but the retailer was actually very helpful and said they would probably give me a partial refund, because of the fault and it doesn't make much use as I'm single. But first I would have to get an Appliance Repair Report (£60).

The retailer would pay for the report if the fault proved to be inherent.

As it stands, you will get your report, it wont necessarily say what you wanted it to, but it will require payment I am afraid...

Sambucus_Nigra

I'm surprised that the retailer didn't ask 'You HAVE checked that it's switched on and you've checked the fuse hasn't blown?' before agreeing to anything to be honest.

Fridaycat

I once had an issue with my Hotpoint tumble dryer not working, so I called them out to take a look at it. The dryer was switched on, but the "fault" was really simple - a piece of grit had got stuck somewhere behind the drum and all it took to fix was for the engineer to move the drum manually which moved the grit. Although this was straightforward, it wasn't necessarily obvious, so I think the Hotpoint engineer felt sorry for me and instead of charging me the full price of a call out, which was about £70 I think, he only charged me for an "estimate" which was around £30 Very nice man, as he would have been entitled to charge me the full whack

LouLou

Thanks. I had a feeling it would be down to the good will of the engineer/company.

Last time I got someone to pull the machine out and change the fuse, and then the machine was trapped mid-cycle Oh well, at least I can do a washing again.