Callout Guarantee

How does the Callout Guarantee work?

The Callout Guarantee applies in the following two circumstances:

A First-Time Fix Cannot be Achieved

1. You book a breakdown callout online using our booking system.
2. Our engineer attends and diagnoses the fault.
3. Unfortunately, the engineer does not have the required parts in his van stock to complete the repair.
4. Parts need to be ordered and a return visit organised.
5. We will provide a 10% discount off the SRP of these parts.
6. Our usual callout and attendance fee will apply for the return visit.
7. Our Service Desk will provide a detailed quotation, so you understand the full cost of the repairs, including parts and return visit costs.

Equipment is Deemed Beyond Economical Repair (BER)

1. You book a breakdown callout online using our booking system.
2. Our engineer attends and diagnoses the fault.
3. They believe the repair will be too costly and communicate with our office accordingly.
4. Our Service Desk will confirm the cost of repair that is equivalent to 80% of the SRP of the appliance (e.g. a £800 repair for a £1000 appliance).
5. Therefore, the appliance is deemed Beyond Economical Repair (BER).
6. We will provide a 5% discount off the SRP cost of a new appliance, up to the value of your initial callout.
7. For example, a new appliance is £1,000 therefore we will provide a £50 discount (5%).
8. For example, a new appliance is £5,000 and your initial callout was £225. We will provide a £225 discount, not 5% discount (which is £250).
9. Our BER Callout Guarantee also applies if the appliance is obsolete and parts can no longer be sourced.

When does the Callout Guarantee not apply?

The Callout Guarantee does not apply when a first-time fix is achieved, even if parts are required:

1. You book a breakdown callout online using our booking system.
2. Our engineer attends and diagnoses the fault.
3. The fault does not need any parts to repair.
4. Your appliance is fixed and there are no further costs to pay.

Or:

1. You book a breakdown callout online using our booking system.
2. Our engineer attends and diagnoses the fault.
3. The fault requires parts to complete the repair, which the engineer has in their van stock.
4. You will be required to pay for the full cost of parts to complete the repair.
5. A first-time fix is achieved.
6. Your appliance is fixed and there are no further costs to pay (except for the price of parts the engineer has in their van stock).

What are the terms of the Callout Guarantee?

We have tried to keep the terms as simple as possible for peace of mind.

• The 10% discount off the SRP value of parts applies if a second visit is required because the engineer does not have the required part in their van stock to carry out a first-time fix. We try and carry all common parts but due to varying manufacturers and machine specification, it is not possible to carry parts for every piece of equipment. When booking your callout, if you can provide as much information as possible, we can try and ensure the required parts are on the van stock.
• The second visit will be subject to our standard callout and labour charge, once we have received parts from the manufacturer and/or distributor.
• A 5% discount, up to the value of your initial callout, will be given on replacement equipment if your appliance is deemed beyond economical repair. For example, if we attend the repair of a gas chargrill at the callout charge £99 and the equipment is deemed beyond economical repair we will provide a quotation for a new piece of equipment, providing a 5% discount of the value of the new item not exceeding £99.
• Beyond economical repair is defined as any piece of equipment that has a repair cost exceeding 80% of the SRP value of the equipment, or a piece of equipment that is obsolete due to parts no longer being manufactured and therefore cannot be repaired.

If you have any queries relating to our Callout Guarantee please click here to contact us or call 01920 872580.