Poor heat distribution, broken oven door, a smell of gas, hob not working – fix these issues and more.
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 美女不穿衣服的图片,色老在线视频亚洲.
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 offered, booked and completed by NAC or whether we introduce you to a Local Self Employed Engineer.
If you are in an area where we do not have an Employed Engineer, we can introduce you to a Local Engineer who is listed on our Network and employ us by means of paying NAC a commission to book the repair on their behalf. If you are introduced to a Self Employed Network Engineer, you are always given the Engineers name and contact details when your repair enquiry has been allocated so you will be fully aware of who will be contacting you to offer an appointment to repair your appliance.
In instances where you choose to accept a visit offer from an Engineer that we have introduced, you will deal with them directly throughout the repair process. NAC will never ask for payment in instances where you have been introduced to a Network Member and in turn, if you have any complaints about the Engineer that we introduced you to, then those complaints and any claims for reimbursements should be made to the Engineer directly.
When you call NAC, we always reasonably assume that you have read and understood our Terms and Conditions.
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.
The Service Charge that you pay will include callout and all the labour time needed to carry out a diagnostic test or first visit repair. Any parts that might be required to complete a repair are not included in this fee and a second visit fee may be charged where customers source their own parts.
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.
All repairs completed by an NAC Directly (i.e where you have paid NAC Directly for a repair that has been completed by one of our Employed Engineers) from the 18th May 2020 come with a 3 Month (90 Day) Labour Guarantee and a 12 Month Guarantee on Spare Parts if they have been provided and fitted by NAC. Repairs completed before this date are subject to our previous 3 Month (90 Day) Parts and Labour Repair Guarantee.
All repairs completed by an NAC Network Engineer (i.e where you used the services of one of our Network Engineers and not employed NAC Directly) vary depending on the Engineer however the minimum term will be 3 Months (90 Days).
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:
The following components are excluded from the Repair Guarantee:
NAC does not guarantee any repair on a refrigeration product where a system re-gas has been carried out.
Because refrigerant is a liquid / gas and not a physical product and most of the pipework that carries refrigeration refrigerant will be inbuilt in to your product lining (inaccessible), then we are unable to fully follow pipework / joints for any possible leaks and therefore can only carry out external testing before offering a repair.
In instances where you have employed us directly (i.e you have booked directly with us and we have sent an employed engineer) and where the Engineer has identified a necessary re-gas, then because we have a ‘No Guarantee’ procedure, then we have a strict process to follow. The Engineer will in the first instance:
If the system passes the vacuum test, the we assume that the system should be sound and that a re-gas should be successful. The Engineer will call his line manager and you will then be offered the re-gas and you will be fully advised about the extra cost involved and our ‘No Guarantee’ policy and you are then free to decide whether to proceed or not. If you decide to proceed, then we will note the job internally that you have been made fully aware of our ‘No Guarantee’ policy and the Engineer will carry on with the re-gas.
If your system fails the initial vacuum test, we will not offer the re-gas and instead, after testing all visible pipework and joints of leaks, advise you that the appliance is unrepairable.
Once NAC or our recommended Network Engineers have completed a repair, a repair guarantee is made to ensure that the repair has been completed correctly. In instances where the customer claims that the repair has not been effective, the repairing Engineer must have the opportunity to inspect the appliance and if needed, rectify the issue. In the event that a 3rd Party or Independent Engineer has attended, we reserve the right to void any Guarantee Period. NAC will not reimburse any 3rd Party Service Fees nor refund for any previous repair if we have not had the opportunity to inspect the appliance before the intervention of a 3rd Party.
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.
“Fitted part/s but now also requires” – In instances where an Engineer determines by means of testing that a part is faulty, all efforts will be made to further investigate and identify any other faulty part on the appliance. In some instances, an Engineer might need to rectify one fault to find another, especially where PCB’s (Printed Circuit Boards) and other Control Devices are concerned. When a spare part has been identified as faulty and that part is later paid for and replaced, if another fault or part is then identified as faulty, we will quote you for the part in the same way. A part that has been fitted to your appliance is not returnable and non refundable unless the new part is faulty and / or the Engineer has mis-diagnosed the faulty part. In the event of a suspected mis-diagnosis, the Engineer will clearly demonstrate to the customer that the original part was faulty and needed replacing.
If a spare part is listed as Obsolete or No Longer Available by either the Manufacturer or our Direct Authorised Suppliers, we will inform you of this and give you an opportunity to source the parts from any Independent Spare Parts Distributer or other resources such as eBay or Amazon 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. If we have advised you that a part is obsolete and you source your own, should that part not fit, be incorrect or damaged, you may be charged a 2nd Visit fee of £35+VAT.
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 reimburse any price difference 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.
Self Sourced Parts – If the customer chooses to buy their own parts form another supplier that were available from NAC as quoted, you will need to notify us that you are sourcing your own parts. In instances where a customer supplies their own parts, NAC will charge £35+VAT for the fit parts visit. All payments for part fit visits must be made at the point of booking.
Self Fitted Parts (parts fitted by customers) – Our Engineers are fully trained on the repair of Domestic Appliances and spare parts that we supply come from either Manufacturers directly or Authorised 3rd Party Distributers meaning that we can guarantee the source and quality of that spare part and the fitting methods and testing we use to fit any parts.
In the event where a customer decides to decline our spare part quote to purchase their own part independently and fit that part themselves to complete a repair to then find that it has not worked or there are further issues, NAC will no longer proceed with any repair free of charge or as included in the initial Service Charge as we did not supply that part nor did we fit it. NAC may offer to re-attend to inspect the fitting or part itself however there will be a further Service Charge of £35+VAT payable.
In instances where parts are out of stock with our suppliers so they have been specially ordered, there may be a long delay for these parts. If your repair is affected by parts that are out of stock, you will be advised of the possible delay and given a maximum lead time 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 the lead time given to you passes. If any spare part exceeds the lead time 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.
In instances where parts are out of stock and therefore we cannot guarantee to supply the parts within 28 days, you may source and purchase your own. If you purchase your own parts, we will re-attend at a later date to fit the parts at no extra cost to yourself. Parts supplied by you are not covered under the Recall Guarantee offered by NAC. It is your responsibility to correctly identify the model of the appliance to the independent parts supplier in order to obtain the correct part/s. We take no responsibility for any parts obtained by customers independently therefore if any part is incorrect or does not fit, the customer may be required to pay a Callout Charge of £35+VAT for the Engineers visit. 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.
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.
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:
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.
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 firstname.lastname@example.org 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.
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.
Terms Effective Date – 01/01/2014
Terms Last Edited – 18/05/2020
We aim to send an engineer on the same day of reporting the fault or the next day where possible.
We believe in our skills and follow that up with a standard guarantee of our work to give you peace of mind.
We understand the importance of budgeting and make sure you are fully aware of all costs in advance.
Our reputation is key for us, as is a sense of community. You can trust us for a 5-star service every time.