The retailer will provide clear contact details if help or repairs/service is required by his customers.
Premium rate call numbers should not be used for dedicated help lines or service telephone line numbers.
The retailer/service company will make clear to the consumer the exact terms of the contract for any repairs or servicing work to be carried out, including any of the following if applicable:
- call out charges
- minimum charges - the level of charge at which repairs should not proceed without specific authorisation from the consumer
- labour charges- advanced charges to cover the cost of ordering certain spares
- collection and delivery charges
- estimate / quotation charges
- charges for services not covered by warranty
Notices detailing any of the above should be displayed clearly and prominently in the area where service work is received. Distance selling operations should also state clearly the above terms. These details should also be quoted to consumers requesting service/repair work by telephone. A note should be made of the date, time, name and address and telephone number of caller requesting service at the time of the request for service.
Invoices for services should be clearly presented, in plain non-technical language showing details of fault symptoms, the work carried out, the materials used and VAT charged.
The retailer/service company will accept for repair or service goods that he has sold but may choose not to accept for repair or service goods purchased from other sources.
In order to facilitate a speedy repair, the retailer may encourage consumers to return faulty goods to the retailer’s workshop where practicable. If the consumer requests a home visit, the retailer/service company should ask the consumer to provide as much of the following information as possible in order to identify the goods, expedite the repair and minimise costs:
- make of appliance
- model number
- serial number
- description of fault (using the consumer’s own words
- name of purchaser
- address where the equipment is located (indicating any special access difficulties)
- a suitable time for the engineer to call, giving working day alternatives within 4 hours
- whether it is an in-guarantee fault, out of guarantee fault or service call for maintenance
The retailer/service company will provide service and spares to the best of his ability but, where this is not possible, the retailer/service company will give the information listed in 9.2.
Where goods are handed in or collected for repair/service, the retailer/service company shall provide the consumer with a receipt for the goods, which states the manufacturer, model and serial number, the nature of any faults/symptoms, any accessories and the cosmetic condition of the goods.
When a consumer requests a service visit and the retailer supplies the service, then under normal conditions the initial service should be offered within TWO working days after receiving the request.
Should the fault fail to be repaired, either in situ or in the workshop, the engineer or retailer will report the suspected fault to the consumer and the reasons why a repair has not been effected. Reference should be made to one or more of the following categories:
- temporary lack of spare parts
- the equipment requires major repair
- unable to trace defect
- several other important defects are apparent
- appliance unsafe (mechanical, electrical, electronic or physical)
- appliance unrepairable due to permanent unavailability of spares
Retailer/service companies will advise consumers of their own conditions for the servicing and repair of products. Field service repairs, which cannot be completed at the time of the first visit, should be completed normally within five working days from the date of the first visit.
In the case of workshop repairs, manpower and facilities should be calculated to achieve completion of at least 80% of all repairs within five working days from the date of receipt of the product in the workshop.
Completion of repairs will be dependent upon availability of spares, normal working conditions and the maintenance of electricity supply and transmissions. If the retailer finds there will be an undue delay in performing the repair, the retailer should notify his consumer of this giving the reason for the delay and should keep the consumer regularly advised of progress.
Where a product or its connections are found to be unsafe, the consumer must be informed and a written note made. The cost of rectification can be included in any price quoted for repair. In the event that a consumer refuses to have remedial work carried out, the service agent may refuse to repair the goods. In any event the service agent will give written notice to the consumer that the goods should not be used until the remedial work has been carried out.