Booking a Repair
When you initially contact NAC to enquire about a repair, we will check that you are in a covered location and your appliance type is one that our network can repair. If you are in one of our areas and your appliance type is one that our network can repair, then one of our representatives will quote you the relevant Service Charge for the appliance type that you need repairing. Once the applicable Service Charge has been accepted by the you, the caller, our representative will take all the required information to book the repair and then allocate it to the NAC Engineer Network. Once your repair has been booked, if the repair is being allocated to an Employed Engineer, we will diarise an appointment with you there and then. If the repair is allocated to a Self Employed Network Engineer, your Engineer will contact you directly within 1 Hour to confirm the details and arrange a suitable visit date / time. Please note that NAC Network Engineers are Self Employed and they do not work directly for NAC Domestic Appliances Ltd.
Our use of Self Employed NAC Network Engineers
Like all other National Repair Networks, our Network is made up of employed and self employed engineers. Depending on your location and appliance type, depends on whether the repair is completed by NAC or a Local Self Employed Engineer. If you are in an area where we do not have an Employed Engineer, we can recommend a Local Engineer who is listed on our Network and employ us by means of paying a commission to book the repair on their behalf. If you book via NAC, a Self Employed Network Engineer, you are always given the Engineers details and contact details when your repair has been booked so you will be aware of who will be contacting you to make the repair visit arrangements.
When you call NAC, we always reasonably assume that you have read and understood our Terms and Conditions.
Speed of Service Delivery
NAC aim to offer Same day / Next day repairs. Same day / Next day repairs are classed as callout within 24 – 48 Hours. During busy times, times when Engineers are on Annual Leave or on Sick Leave and in some rural locations, it may be that we cannot hit that target. If NAC cannot offer an appointment within 24 / 48 Hours, you can cancel the repair at no charge. If this is the case, you might be asked if you would like to provisionally book just in case you cannot find anyone else to attend sooner. Provisional bookings are cancelable at any time at no cost.
What is included in my Fixed Fee Service Charge?
The Service Charge that you pay will include callout and all the labour time needed to carry out a diagnostic test or repair. Any parts that might be required to complete a repair are not included in this fee.
Service Charges are payable directly to the Engineer on the first visit to your property. In the case of rental properties / business properties where the bill payer will not be present, payment may be required at the point of booking. If an Engineer attends and diagnoses a fault which then leads to a repair quotation, the Service Charge is payable whether you decide to proceed or not. NAC does not offer free callouts / free estimates.
Guarantee Periods (Repair Guarantee)
All repairs completed by NAC come with a 3 Month (90 Day) Repair Guarantee. This is to ensure that the repair has been completed correctly. Should you need to have the engineer return after a repair, if the fault relates to what the engineer did on the previous visit, the Engineer will rectify any issue and there will be no further charge. If the Engineer attends and finds that the re-visit relates to a new fault or a separate fault that was not reported on the original repair booking, you may be required to pay a Callout Charge of £35+VAT. In instances where the Callout Charge is payable but the customer refuses to pay, NAC may charge the fee to the Debit or Credit Card that was used to pay for the initial Service Charge.
There are some repairs that are excluded from the Repair Guarantee. The following repairs do not carry a repair guarantee:
- A repair carried out where a blockage / foreign body has been removed from the appliance
The following components are excluded from the Repair Guarantee:
- Door parts, including handles, glass and fixtures
- Cosmetic parts including facias, trims and decor surrounds
- Drum lifters / Paddles
- Internal furniture including shelves, door shelves and baskets
No Fix – No Fee
As of 30th November 2017, NAC operate a No Fix – No Fee in certain postcode areas. If you are entitled to a No Fix – No Fee Repair, you will be advised of this service on the phone when booking a repair. Our No Fix – No Fee means that if we cannot repair your appliance because of reasons such as Technical issues / problems or parts no longer being available, you will be re-imburesed for the Callout & Labour (The Service Charge).
No Fix – No Fee Exclusions:
If you decide not to proceed with a repair due to cost of parts after our initial visit, this is deemed as a repair cancellation and therefore no refund for the Service Charge will be made.
All Engineers carry a selection of commonly used spare parts. Given the vast range of parts for all appliance types and makes / models, it is impossible for Engineers to carry everything therefore there may be instances where parts will need to be ordered. If parts need to be ordered, you will be advised of the cost and ETA of the spare part/s before agreeing to continuing with the repair. All spare part orders need to be paid for prior to NAC placing the part order. Spare parts are non returnable and non refundable once fitted unless they are faulty in which case we will replace any faulty part free of charge whilst it’s in our Guarantee Period.
If a spare part is Obsolete / No Longer Available, we will inform you of this and give you an opportunity to source the parts from an Independent Spare Parts Distributer if they happen to have some old stock still available. Should you manage to find any Obsolete Parts, NAC will re-attend at no further cost to fit the parts to your appliance and complete the repair.
Spare Part Prices – Parts that NAC supply and fit are sourced either from Manufacturers directly or via a 3rd Party Distributer. Our prices are set by our Parts Department and all parts are quoted for before you agree to purchase the part from us. Once you have accepted the quote and paid for a spare part order, we do not re-imburse if the same part can be found cheaper online. NAC will never indicate in any way that the price you pay is the cheapest available so we do not offer a Price Match on spare parts. Customers have the option to source and supply their own parts should they choose and NAC will return to fit any self-sourced part Free of Charge to complete the repair. In instances where self-sourced parts have been ordered incorrectly, been mis-picked, are damaged or in any way not usable, NAC may charge a £35+VAT Callout Fee for the Callout as we will need to make a third visit. If a £35+VAT Callout Charge is payable, NAC may deduct that from the Card provided to pay for the initial Service Charge.
Out of Stock Parts
In instances where parts are out of stock with our suppliers so they have been specially ordered, there may be a delay of up to 28 Days for these parts. If your repair is affected by parts that are out of stock, you will be advised of the possible delay before agreeing to the continuation of the repair prior to NAC ordering the spare parts needed. All spare part orders need to be paid for prior to NAC placing the part order. Special Order parts are non cancelable and non refundable unless 28 Days passes. If any spare part exceeds 28 Days and you wish to cancel the order, NAC will refund in full the cost of the spare part/s when a request has been made. We do not refund any Service Charge paid in this instance.
Where spare parts ore ordered directly with NAC, providing that they are in stock, all parts will be dispatched within 24 Hours and sent Next Day Service via DPD or Royal Mail / Parcelforce Signed For Service.
Cancelling your repair
You may at any time cancel your repair and you will not be charged a Service Charge or you will receive a full refund of any Service Charge paid if the following conditions have been met:
- You have cancelled the repair before the engineer has attended by calling 0333 009 6797 or emailing us on firstname.lastname@example.org
- NAC Engineers (Employed or Self Employed Engineers) are unable to attend your property within 3 working days. Saturdays & Sundays excluded
Service Charges are payable as soon as the Engineer attends your property. If an Engineer attends and diagnoses a fault which then leads to a repair quotation, the Service Charge is payable whether you decide to proceed or not. NAC does not offer free callouts / free estimates.
- Personal Data – We do not share your details with with any 3rd parties that are not directly involved with your specific repair
- Card Payments – We do not store credit card details nor do we share payment details with any 3rd parties
If you have cancelled a repair and a refund has been agreed, an immediate refund will be given on to the same Credit or Debit Card that you used to pay for the repair.
In the unlikely event that you wish to make a complaint about your repair, please email your complaint to email@example.com and ensure to include your NAC Job Reference in your email. All complaints need to be emailed so there is an audit trail of what’s being complained about and what the resolution was. Please note that staff at the NAC Contact Centre will be unable to help with any complaint over the telephone so as we are rigid in keeping complaints to emails and audit trails in place. Any complaint email will be investigated within 24 Hours of receipt and an NAC Representative will contact you to confirm that your complaint has been received and it is being investigated.
All inbound and outbound calls are recorded for training and monitoring purposes.
Amending these Terms & Conditions
We reserve the right to change these terms and conditions at any time and without notice. Any such changes will take effect when posted on the website and it is your responsibility to read these terms each time you place a booking. By placing a booking you are indicating your acceptance to be bound by the latest terms and conditions.