Frequently Asked Questions
Q. Do you offer free quotations?
A. No company can afford to provide free quotations. Those that do, include costs in the quoted price. You should ask if there is a charge if you choose not to proceed with the repair. Once a fault is determined we can offer an estimate of what the part and time to fit the part will be. We don’t provide labour estimates for machines over 7 years old as rusted components alter the time it takes to remove and fit parts.
Q. Do you do Gas repairs?
A. No; we can repair the ignition system, and we can replace the electrical components on gas/electric ovens. Often this can require the Gas Fitter to disconnect and reconnect the oven in order to make access to the rear of the oven. And Yes; but you must use the gas booking form and you will have a gas technician rather than an electrician attend the problem.
Q. Should I heat the oven up ready for the technician?
A. No, once the oven is hot we can’t work on it. We try to avoid heating the oven because it means a long wait time before being able to access much of the oven. The Work Health and Safety Act and Regulations require that we identify risks and put in place procedures that avoid these risks. To avoid burns we work on cold ovens. However, there are times when temperature is a critical piece of the puzzle when diagnosing the problem. Most of what we do are fixed prices. These prices don’t have time built into them that allow for the oven to cool. To save money you can do the temperature testing yourself, just make sure you write down the results. Oh and make sure you have an accurate meter! Not one of those temperature gauges from the local supermarket.
Q. Why do you take a deposit for ordering in uncommon parts?
A. We now take a deposit or full payment for special order (non van stocked parts) due to customers changing their mind or cancelling jobs after we have ordered in non-refundable parts.
Q. If I fail to cancel an appointment will I be charged?
A. Yes, you will be charged a callout fee if you don’t provide at least 24 hour’s notice before the booked time. Wages still need to be paid and another customer would have missed out on having that time slot available.
Q. Why am I charged a Callout fee?
A. This fee is to cover wages, admin, fuel, travel, advertising and fixed business costs. (It often takes around 30 mins to get to your job) Note: If we turn up and you’re not there and you haven’t cancelled the booking, you will still be charged the callout fee as we still have these fixed costs.
Q. Will you have the parts to repair my Appliance?
A. Until we have inspected your appliance we cannot qualify we will have all the parts required to repair it on the day. We do carry stock in each van which that is made up of the most common parts required for the more common appliance repairs. If you are confident what part is required we can order that part in before attending the booking. You will be required to pay for that part, even if it is finally not required. If we do order a part in, then return to your job to complete a repair you are not charged the callout charge again.
Q. What time will you arrive?
A. We offer 2 hour time slots, which you can choose from on the booking form. Most times we are earlier rather than later. However we will call if we expect to go over that 2 hour window.
Q. Is it dangerous to repair my own appliance?
A. Yes – even a registered electrician may have trouble, unless experienced in oven repairs. Some ovens could shock you even when unplugged. If wires/components are broken or not refitted correctly the oven could cause a FIRE or null and void your insurance or provide an electrical shock. In many cases it is also illegal to work on your own electrical oven, so don’t take the risk.
Q. Do I have to pay the technician on the spot?
A. Yes – Most whitegoods service companies no longer offer Accounts or Invoicing. We carry a mobile EFTPOS machine, we accept cash, debit cards, Visa/MasterCard.
Q. Do you warranty your repairs?
A. We offer 3 months labour warranty and the manufacturer’s warranty on any parts supplied and fitted by our technicians.
Q. Do you have a policy regarding pets?
A. Yes. We would like all customers to respect the technician’s workplace by keeping their pets restrained or in a separate room. If this sounds a bit harsh please understand there are many facets of this issue that are not commonly considered by customers. Such as:
– We don’t know if dogs are in yards with gated access. If you don’t have a bell at the front gate, please ensure the front gate is left open so we can access the front door to knock. We will try to call to make access but a “Missed Call Charge” may apply if we can’t gain access in a timely fashion.
– Transfer of disease – this can be from the technician’s pets to yours or other customer’s pets.
– Escape – cats especially can be quick to sneak out the front door.
– Bites – every customer that has had their pet bite a technician are always surprised and embarrassed.
– Electric shock – pets love to stick their nose into machines when no one is looking.
– Trodden on – Always by accident, and the smaller the animal the more damage as the technician wears steel cap safety boots.
Q. Can I clean the oven while it is out or pulled apart?
A. No. Apart from causing us delays, it can be dangerous. We can have unmounted live parts which can’t be bumped that might cause a short circuit, or wires hanging through small portals that can fall back in. Or panels balanced that might slip and scratch surfaces. And nuts, bolts, screws etc that accidentally end up in the bin. Water ingress into parts can also happen when cover panels are removed.
Q. Can I watch while you do the repair?
A. No! No one likes someone hovering or watching over their shoulder. But we know from experience that those who watch closely are not just curious, they are trying to figure out how to do the repair themselves for the next time it might happen.
Q. Can you recommend a new Appliance?
A. Yes we can – As we repair all brands of appliances we find out the common faults/issues, cost and availability of parts and receive feedback from customers first hand, therefore we have a very good idea on which appliances you should or shouldn’t look to buy and where to currently get the best deal.
There’s a 10% discount for booking online
***No Tax Invoice***
This form – and the 10% discount – is for domestic customers only.
This is a booking request, not a confirmation!
If you are a Rental Property Owner/Manager/Tenant/Commercial Operator please use the Rental booking form.
If you use this Booking Form you will not receive a “Tax invoice”.
This form is for domestic customers only. This is a booking, not a confirmation! If you are a Rental Property Owner/Manager/Tenant/Commercial Operator please use the Rental booking form. The 10% discount is for domestic customers only. If you use this Booking Form you will not receive a “Tax invoice”.
Electric Oven Repair
Book online and save 10%
Booking online saves time, errors and provides a written record of the appointment details. We pass this saving on via a 10% discount. Please make sure your email/mobile phone number is correct, as we sms/email a time and date confirmation. If the date you have selected is not available we will continue to communicate via email to finalise a time and date confirmation. By submitting a booking means you have agreed to have us attend your property to repair your appliance and have accepted our terms and conditions. We will send you a date and time confirmation by sms/email as you choose. Your receiving the date and time confirmation does not negate your booking obligations.
Please note* This form is for privately owned residences only. If you are a Property Owner/Manager or Tenant; please use our rental property form.
We carry a selection of spares for the most common faults and should our technician not have the required parts on board, there is no additional Service Call Out Charge for the return visit. Warranty claims must be submitted in writing, and when applicable are conditional upon all accounts and payments being in order and fully settled as per our trading terms. Things go wrong! If you haven’t received your booking confirmation by the time you anticipated; call! The amount of incorrect phone numbers/ email addresses etc. we receive means you might not receive your confirmation as anticipated. Ring us before you go off making alternate arrangements. All postponements or cancellations must be submitted in writing 24 hours prior to the appointment time. Failure to do so in a timely manner will incur cancellation charges.
If you are not sure what Contingency bookings are; then read on! It’s when a customer makes a booking, but then rings around to find another repairer who can maybe make it earlier! This is not just frowned upon, but makes up a big part of lost revenue for any repair operation. So please; do the ring around before making a booking. And then if we end up your best option, please then make a booking.
*During business hours. Over-night submissions will be responded to the following business day.
Office in Clarence Gardens | Workshop in Panorama | Local Metropolitan Service Area
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