Help and Advice
If we determine that your appliance is beyond repair, we will replace it with one that meets the same or similar specifications.
Don’t worry; if we were recently unable to repair your appliance, we’ll contact you immediately to discuss the next steps.
it would ordinarily take 48 hours, but now it takes us up to 4 days to give clients replacement choices, which will be delivered via email or SMS. We are doing everything we can to provide these options to you as soon as possible.
Our phone lines are currently very busy, so please do not call us until it has been four days since your engineer’s visit, unless you are a vulnerable customer. Rest assured that your equipment will be replaced or serviced promptly. In the meantime, we appreciate your patience and understanding.
If you are a vulnerable customer and have concerns, please contact us.
To learn more about replacements, please go here.
If we replace your appliance, you may be charged delivery and installation fees in addition to any remaining plan payments. For more information, please refer to your plan’s terms and conditions.
Most plans have no repair restrictions.
However, if a repair is projected to cost more than the authorization limit, the engineer will contact us for approval before proceeding with the job. This restriction will be displayed in your plan documentation.
Unfortunately, we are sometimes unable to arrange specific repair orders online. This could be because we don’t have complete visibility into the service supplier’s calendar, and contacting them directly is the best approach for you to schedule a suitable repair time.
It’s also possible that the defect you reported isn’t covered by your plan’s terms and conditions. Please review your plan documentation to determine whether this is the case.
If you want to know why your repair couldn’t be scheduled online, please contact us.
If the engineer has not informed you of the next steps, it is probable that they are either ordering spare components or confirming that the appliance is beyond repair.
We are now receiving a significant volume of calls and performing thousands of repairs and replacements every day. If we have recently been unable to repair your appliance, please be advised that we are experiencing some delays. Normally, you should hear from them or us within 48 hours, but it could take up to four days right now.
Rest confident that you will soon receive a new appliance or have your current one repaired. In the meanwhile, I appreciate your patience and understanding.
To schedule an annual service visit, log into My Account and select ‘Book or track a service’.
If you have a Hisense heating plan for example, you will see an option to schedule an annual service above your plan information. Otherwise, simply click ‘Book a repair’; you will be able to select ‘annual service’ on the following screen.
If you don’t already have an account, don’t worry; you can create one here.
You can request a repair by logging in to My Account. If you don’t already have an account, you can create one here.
In most circumstances, we will authorize your repair right away, allowing you to swiftly schedule an engineer for a day that works best for you. And we normally handle any fees directly with the repairer, so you will not even receive a bill.
My product has arrived faulty or damaged, what should I do?
You should contact the supplier about this within 48 hours of the delivery.
To find the supplier’s contact details, look at the confirmation email you received after ordering. If you can’t find their contact details, you can talk to us on live chat. Use the icon on the bottom right of this page to start chatting (available weekdays, 8am – 6pm and Saturdays, 8.30am – 4.30pm).
Learn how stairs can affect your delivery
It can be unsafe for our delivery teams to take a large, heavy product up many flights of stairs.
If there’s a lift in your building, the team should have no trouble taking the product to the desired floor.
If there’s no lift, the team will let you know how far they can take the product safely.
Check if you’re ready for delivery, installation or recycling
Before the team comes to install your new product or recycle your old one, you should check:
- The old product is disconnected and ready to be removed
- It’s safe and easy to enter your property
- Nothing is blocking the path to where you want the new product
There are also some specific steps for cookers, fridges, freezers, washers, and dryers.
Fridges and freezers
Before installation:
- Disconnect the old appliance
Before recycling:
- Turn off the old appliance at least 24 hours before it’s removed, giving time to defrost
- Empty the old appliance completely
Washers and dryers
The steps here apply to freestanding washers and dryers.
Before installation, check:
- The space where you want the appliance is within 1 metre of the water supply and waste outlet
- There’s a 13-amp power socket within reach of the appliance’s power cable
Important notes:
- The team will remove the appliance’s transit brackets for you
- We can’t connect to extension cables, extended waste pipes, hardwiring, or cut off the plug
- We’ll test and level the appliance if needed
- We can’t continue if:
- a connection is unsuitable or fails testing
- there’s a mechanical issue, like wrong water pressure
Before recycling:
- Disconnect the old appliance
- Empty it completely
Cookers
Before installation:
- Check that there’s a suitable electric connection within 2.5 metres of where you want the cooker
- Check that the ON/OFF switch on the wall isn’t directly above the cooker or over 2 metres away
Important notes:
- The team will disconnect your old cooker if it’s electric
- We can’t continue if a connection is unsuitable or fails testing
- We can’t connect to an extended cable or extension lead
Before recycling:
- For a gas cooker, have it disconnected by a Gas Safe registered engineer