When do I have to pay a callout charge?

fundiphil

After some advice, agreed to paying a call out for an engineer to come and look at a freezer not working properly.

Engineer came out but other than listening to me describe the issue ( not getting down to temperature) did nothing more than open and close the door. He then recommended I call a colleague of his for further assistance ( for re-gassing) with an additional fee.

Freezer symptoms changed that night so now it won't cut out and temperature goes too low (-30) clearly re-gassing is not required and was no more than a guess. Suspect thermostat or controller is more likely.

Have cancelled any further works but feel at issue with paying full call out fee. Yes he came out, but did nothing - was expecting some kind of diagnostic test. We didn't pull freezer out, literally opened and closed the door - not alot for £85! So was the service delivered? He came out but for the charge I was expecting some level of investigation or diagnostics...

Regards
Fundiphil

powerful_Rogue

fundiphil wrote: »

After some advice, agreed to paying a call out for an engineer to come and look at a freezer not working properly.

Engineer came out but other than listening to me describe the issue ( not getting down to temperature) did nothing more than open and close the door. He then recommended I call a colleague of his for further assistance ( for re-gassing) with an additional fee.

Freezer symptoms changed that night so now it won't cut out and temperature goes too low (-30) clearly re-gassing is not required and was no more than a guess. Suspect thermostat or controller is more likely.

Have cancelled any further works but feel at issue with paying full call out fee. Yes he came out, but did nothing - was expecting some kind of diagnostic test. We didn't pull freezer out, literally opened and closed the door - not alot for £85! So was the service delivered? He came out but for the charge I was expecting some level of investigation or diagnostics...

Regards
Fundiphil

He came out and diagnosed that it needs re-gassing. Sounds like he did what was needed to me.

shaun_from_Africa

powerful_Rogue wrote: »

He came out and diagnosed that it needs re-gassing. Sounds like he did what was needed to me.

But surely if the freezer is now getting far too cold, the initial diagnosis/guess was incorrect so I wouldn't say that he did what he needed to do.

Grey_Critic

You called an engineer who came out and had a look. Why should you not pay the CALL OUT charge? That is what he did. His diagnosis may not be corrct but that is another matter. From what you say it sounds like a faulty thermostat.

powerful_Rogue

shaun_from_Africa wrote: »

But surely if the freezer is now getting far too cold, the initial diagnosis/guess was incorrect so I wouldn't say that he did what he needed to do.

But that did't happen until the evening after the engineer came out. That could be a new issue completely.

DoaM

powerful_Rogue wrote: »

But that did't happen until the evening after the engineer came out. That could be a new issue completely.

Possible, but highly unlikely. If the device needed regassing it physically couldn't then become super-cooled the next day.

But I agree that the OP is liable for the call-out charge. However I'd argue that any subsequent call-out should not be chargeable due to the misdiagnosis.

shaun_from_Africa

powerful_Rogue wrote: »

But that did't happen until the evening after the engineer came out. That could be a new issue completely.

It could well be but would simply opening and closing the door then saying that a regas is required be classed as performing the service with reasonable care and skill?
Care maybe but if they got the diagnosis wrong after carrying out only a quick look at the appliance, I would question if the skill requirement was met.
I think that the charge should be paid but only if the engineer comes out again free of charge if the fault is not cured by a regas.

Jumblebumble

"You called an engineer who came out and had a look. Why should you not pay the CALL OUT charge? That is what he did. His diagnosis may not be corrct but that is another matter. From what you say it sounds like a faulty thermostat."
Hi Grey Critic
You have just given me the idea for a great business model if customers think like you.
Next time you have a problem that needs an expert ( any problem you like ) do send me a PM and I will come and look at it and charge you a call out to tell you that I cant fix it and to call a different expert
Based on your advice I am sure you will pay cheerfully

Regards Jumble Bumble

Zandoni

Sounds like a complete rip off to me, especially as he was just guessing. If he has to pass work on to someone else he doesn't have much of a clue.

powerful_Rogue

Zandoni wrote: »

Sounds like a complete rip off to me, especially as he was just guessing. If he has to pass work on to someone else he doesn't have much of a clue.

Th AA do that a lot when they are called out.

Zandoni

powerful_Rogue wrote: »

Th AA do that a lot when they are called out.

That’s just a part of your membership though.