Advice please: Baumatic/Hoover/Candy charges £64.50 callout charge for a useless visit

tangowire

Hello, I need an advice regarding a £64.50 callout charge Hoover is asking me to pay while I don't think they provided the service they promised.

I booked a repair with Hoover / Baumatic to replace a bulb inside a built-in microwave bought in 2014. I explicitly gave them the microwave model number and I was told there won’t be an issue replacing the internal bulb for this model when I booked the visit

Hoover is now arguing their engineer was unable to conduct the repair so their £64.5 callout charge will apply.

When the engineer arrived, he didn’t move or open the microwave, He just checked his Ipad and told me this bulb model is not available anymore on their catalogue and there was nothing to be done. His best recommendation was just to buy a new microwave!

I think this charge is unfair because:

1/ the bulb I need for this microwave is widely available on internet and it took me 5 minutes to find the equivalent bulb on the Hoover website, it is also available on Amazon etc but they don’t care obviously.

2/ the engineer didn't even check inside the microwave what was the issue, so it is impossible for him to conclude he was unable to complete the repair as he claims. The only reason is the bulb was not available in his catalog.

I contacted the customer service several times and asked for cancellation of this callout charge given that a similar bulb is available, and the repair should have been done. Unfortunately, the last answer I got is: “As previously advised, our position remains the same and we are not prepared to enter into any further discussion.”

 I’d like to know where I can raise a claim because I refuse to pay £64.5 for Hoover to tell me a bulb I need from their appliance is not available in their catalog. What’s your recommendation?

 

tacpot12

My advice is to not pay, and wait to see what they do. 

I think they might instruct Debt Collectors to chase you for the debt, which might increase the costs if you lose your case and they judge thinks you have acted unreasonably, but I don't think you will be acting unreasonably if you treat this as a breach of contract. If the Debt Collectors send you a letter, reply telling them that this is a clear breach of contract and you will put your evidence of this to the Courts, if they take you to court.  If Debt Collectors come to your home, talk to them through a windows. Never let them into you home. Tell them through the window that you will not pay because their client is in breach of contract. 

If they eventually want to go to court, they have to write a Letter Before Action, reply back saying that they are in breach of the contract which was for them to replace the light bulb, and you are not paying because they did not replace the light bulb. You should refute that you agreed to pay any callout charge; you agreed to a payment for replacing the bulb. Make it clear that you agreed BECAUSE they said the bulb would be replaced. Ask them if they have a recording of you agreeing to a call out charge. If they do, you are much less firm ground. They should offer mediation, which you can attempt, but I would make them pay for it. I think the judge will see it your way providing you stick to your story that you gave them the microwave model number and they confirmed that the bulb could be replaced for the cost they quoted you; and they don't have a recording of you agreeing to a callout charge. 

If the judge doesn't see it your way, you can pay the bill within 30 days and avoid a CCJ on your credit file.

Spank

I'm not 100% but the £64 is a call out charge, and he came out, so you might have to pay it.

powerful_Rogue

Seems like this was their basic call out charge.

Fixed Price Repairs (Out of 12 month guarantee period)

• The fixed price repair is inclusive of parts and labour.
• Provided the parts are available at the first visit, we would aim to complete the repair on the first visit.
• Once the repair is completed the repair is guaranteed for 12 months.
• In the unlikely event that the appliance is beyond economical repair or cannot be repaired, you will be offered a new appliance at a reduced price inclusive of any Home delivery charges. If you prefer not to go ahead with the new appliance a Basic Call Out charge of £64.50 incl. vat will apply.
• In the event that a fault cannot be identified and the appliance is functionally normally in accordance with the manufacturer’s instructions, a Basic Call Out charge of £64.50 incl. vat will apply. Please ensure that you have referred to your appliance instruction manual and are following the manufacturers operating instructions before reporting a fault and booking a call out.
• Please ensure a responsible adult is present when our engineer calls, otherwise, we will not carry out the repair. In this situation, an additional Basic Call Out charge of £64.50 will apply if we need to revisit the premises.

Fixed Price Repair Charges (Out of 12 month guarantee period)

• Products up to 10 years old £129 incl. vat inclusive of labour and free parts
• Products over 10 years old £145 incl. vat inclusive labour and parts

Basic Call Out charge (Where applicable)

• £64.50 incl. VAT

https://service.hoover.co.uk/repair-terms/

pinkshoes

powerful_Rogue said:

Seems like this was their basic call out charge.

Fixed Price Repairs (Out of 12 month guarantee period)

• The fixed price repair is inclusive of parts and labour.
• Provided the parts are available at the first visit, we would aim to complete the repair on the first visit.
• Once the repair is completed the repair is guaranteed for 12 months.
• In the unlikely event that the appliance is beyond economical repair or cannot be repaired, you will be offered a new appliance at a reduced price inclusive of any Home delivery charges. If you prefer not to go ahead with the new appliance a Basic Call Out charge of £64.50 incl. vat will apply.
• In the event that a fault cannot be identified and the appliance is functionally normally in accordance with the manufacturer’s instructions, a Basic Call Out charge of £64.50 incl. vat will apply. Please ensure that you have referred to your appliance instruction manual and are following the manufacturers operating instructions before reporting a fault and booking a call out.
• Please ensure a responsible adult is present when our engineer calls, otherwise, we will not carry out the repair. In this situation, an additional Basic Call Out charge of £64.50 will apply if we need to revisit the premises.

Fixed Price Repair Charges (Out of 12 month guarantee period)

• Products up to 10 years old £129 incl. vat inclusive of labour and free parts
• Products over 10 years old £145 incl. vat inclusive labour and parts

Basic Call Out charge (Where applicable)

• £64.50 incl. VAT

https://service.hoover.co.uk/repair-terms/

It may be a basic call out charge, but it had already been agreed in advance that there was no problem replacing the bulb.

So they need to come back again for no additional call out charge and replace the bulb. The OP would then pay the call out charge along with the cost of a bulb. Although looking at that it would be £129 plus the call out charge?!?! That's a very expensive microwave bulb!!

Surely you don't need a bulb to operate the microwave?

powerful_Rogue

pinkshoes said:

powerful_Rogue said:

Seems like this was their basic call out charge.

Fixed Price Repairs (Out of 12 month guarantee period)

• The fixed price repair is inclusive of parts and labour.
• Provided the parts are available at the first visit, we would aim to complete the repair on the first visit.
• Once the repair is completed the repair is guaranteed for 12 months.
• In the unlikely event that the appliance is beyond economical repair or cannot be repaired, you will be offered a new appliance at a reduced price inclusive of any Home delivery charges. If you prefer not to go ahead with the new appliance a Basic Call Out charge of £64.50 incl. vat will apply.
• In the event that a fault cannot be identified and the appliance is functionally normally in accordance with the manufacturer’s instructions, a Basic Call Out charge of £64.50 incl. vat will apply. Please ensure that you have referred to your appliance instruction manual and are following the manufacturers operating instructions before reporting a fault and booking a call out.
• Please ensure a responsible adult is present when our engineer calls, otherwise, we will not carry out the repair. In this situation, an additional Basic Call Out charge of £64.50 will apply if we need to revisit the premises.

Fixed Price Repair Charges (Out of 12 month guarantee period)

• Products up to 10 years old £129 incl. vat inclusive of labour and free parts
• Products over 10 years old £145 incl. vat inclusive labour and parts

Basic Call Out charge (Where applicable)

• £64.50 incl. VAT

https://service.hoover.co.uk/repair-terms/

It may be a basic call out charge, but it had already been agreed in advance that there was no problem replacing the bulb.

So they need to come back again for no additional call out charge and replace the bulb. The OP would then pay the call out charge along with the cost of a bulb. Although looking at that it would be £129 plus the call out charge?!?! That's a very expensive microwave bulb!!

Surely you don't need a bulb to operate the microwave?

Exactly, £129 to change a bulb. Would be cheaper to buy the bulb and take the microwave to a local independant to fit it.

finalfantasist

powerful_Rogue said:

pinkshoes said:

powerful_Rogue said:

Seems like this was their basic call out charge.

Fixed Price Repairs (Out of 12 month guarantee period)

• The fixed price repair is inclusive of parts and labour.
• Provided the parts are available at the first visit, we would aim to complete the repair on the first visit.
• Once the repair is completed the repair is guaranteed for 12 months.
• In the unlikely event that the appliance is beyond economical repair or cannot be repaired, you will be offered a new appliance at a reduced price inclusive of any Home delivery charges. If you prefer not to go ahead with the new appliance a Basic Call Out charge of £64.50 incl. vat will apply.
• In the event that a fault cannot be identified and the appliance is functionally normally in accordance with the manufacturer’s instructions, a Basic Call Out charge of £64.50 incl. vat will apply. Please ensure that you have referred to your appliance instruction manual and are following the manufacturers operating instructions before reporting a fault and booking a call out.
• Please ensure a responsible adult is present when our engineer calls, otherwise, we will not carry out the repair. In this situation, an additional Basic Call Out charge of £64.50 will apply if we need to revisit the premises.

Fixed Price Repair Charges (Out of 12 month guarantee period)

• Products up to 10 years old £129 incl. vat inclusive of labour and free parts
• Products over 10 years old £145 incl. vat inclusive labour and parts

Basic Call Out charge (Where applicable)

• £64.50 incl. VAT

https://service.hoover.co.uk/repair-terms/

It may be a basic call out charge, but it had already been agreed in advance that there was no problem replacing the bulb.

So they need to come back again for no additional call out charge and replace the bulb. The OP would then pay the call out charge along with the cost of a bulb. Although looking at that it would be £129 plus the call out charge?!?! That's a very expensive microwave bulb!!

Surely you don't need a bulb to operate the microwave?

Exactly, £129 to change a bulb. Would be cheaper to buy the bulb and take the microwave to a local independant to fit it.

Probably be even cheaper to buy a new microwave.

davidmcn

finalfantasist said:

powerful_Rogue said:

pinkshoes said:

powerful_Rogue said:

Seems like this was their basic call out charge.

Fixed Price Repairs (Out of 12 month guarantee period)

• The fixed price repair is inclusive of parts and labour.
• Provided the parts are available at the first visit, we would aim to complete the repair on the first visit.
• Once the repair is completed the repair is guaranteed for 12 months.
• In the unlikely event that the appliance is beyond economical repair or cannot be repaired, you will be offered a new appliance at a reduced price inclusive of any Home delivery charges. If you prefer not to go ahead with the new appliance a Basic Call Out charge of £64.50 incl. vat will apply.
• In the event that a fault cannot be identified and the appliance is functionally normally in accordance with the manufacturer’s instructions, a Basic Call Out charge of £64.50 incl. vat will apply. Please ensure that you have referred to your appliance instruction manual and are following the manufacturers operating instructions before reporting a fault and booking a call out.
• Please ensure a responsible adult is present when our engineer calls, otherwise, we will not carry out the repair. In this situation, an additional Basic Call Out charge of £64.50 will apply if we need to revisit the premises.

Fixed Price Repair Charges (Out of 12 month guarantee period)

• Products up to 10 years old £129 incl. vat inclusive of labour and free parts
• Products over 10 years old £145 incl. vat inclusive labour and parts

Basic Call Out charge (Where applicable)

• £64.50 incl. VAT

https://service.hoover.co.uk/repair-terms/

It may be a basic call out charge, but it had already been agreed in advance that there was no problem replacing the bulb.

So they need to come back again for no additional call out charge and replace the bulb. The OP would then pay the call out charge along with the cost of a bulb. Although looking at that it would be £129 plus the call out charge?!?! That's a very expensive microwave bulb!!

Surely you don't need a bulb to operate the microwave?

Exactly, £129 to change a bulb. Would be cheaper to buy the bulb and take the microwave to a local independant to fit it.

Probably be even cheaper to buy a new microwave.

Three of Argos's cheapest microwave, and enough change for a few spare bulbs.

IvanOpinion

I am hearing of quite a few 'engineers' puling this stunt and it makes me wonder if there is some sort of a con going on.  Basically they come out, barely look at the piece of equipment, tell the owner it is irreparable or they can't get the parts and "here is my call out bill".  Money for doing nothing.  There was even a recent case in our local paper where an 'engineer' was called out, refused to enter the house due to COVID and still charged their call out.

I am wondering just how widespread this is.

Aylesbury_Duck

IvanOpinion said:

I am hearing of quite a few 'engineers' puling this stunt and it makes me wonder if there is some sort of a con going on.  Basically they come out, barely look at the piece of equipment, tell the owner it is irreparable or they can't get the parts and "here is my call out bill".  Money for doing nothing.  There was even a recent case in our local paper where an 'engineer' was called out, refused to enter the house due to COVID and still charged their call out.

I am wondering just how widespread this is.

Perhaps as widespread as anyone who owns a screwdriver and a van calling themselves an engineer?   You used to have to complete one of the hardest degree disciplines around, but now I hear of boiler engineers, sofa engineers, mattress engineers and now microwave oven engineers.

I removed a splinter with a sewing needle the other day.  I think that qualifies me as a surgeon.

Tokmon

tangowire said:

Hello, I need an advice regarding a £64.50 callout charge Hoover is asking me to pay while I don't think they provided the service they promised.

I booked a repair with Hoover / Baumatic to replace a bulb inside a built-in microwave bought in 2014. I explicitly gave them the microwave model number and I was told there won’t be an issue replacing the internal bulb for this model when I booked the visit

Hoover is now arguing their engineer was unable to conduct the repair so their £64.5 callout charge will apply.

When the engineer arrived, he didn’t move or open the microwave, He just checked his Ipad and told me this bulb model is not available anymore on their catalogue and there was nothing to be done. His best recommendation was just to buy a new microwave!

I think this charge is unfair because:

1/ the bulb I need for this microwave is widely available on internet and it took me 5 minutes to find the equivalent bulb on the Hoover website, it is also available on Amazon etc but they don’t care obviously.

2/ the engineer didn't even check inside the microwave what was the issue, so it is impossible for him to conclude he was unable to complete the repair as he claims. The only reason is the bulb was not available in his catalog.

I contacted the customer service several times and asked for cancellation of this callout charge given that a similar bulb is available, and the repair should have been done. Unfortunately, the last answer I got is: “As previously advised, our position remains the same and we are not prepared to enter into any further discussion.”

 I’d like to know where I can raise a claim because I refuse to pay £64.5 for Hoover to tell me a bulb I need from their appliance is not available in their catalog. What’s your recommendation?

 

If £64.50 was just the callout charge then how much were you going to be paying just to replace a microwave bulb! it looks like it was £129 which is ridiculous! I don't know why you ever agreed to that anyway?
Personally i would just replace it myself because any half competent person would be capable of doing it but if you were unable to then buying a new one would have been the best option from the start if the bulb was critical to you.