Poor heat distribution, broken oven door, a smell of gas, hob not working – fix these issues and more.
The NAC UK-wide Network of professional repairers are made up of the following members:
Tier 1 – NAC Employed: These are engineers that are employed on a full-time basis by NAC and they are fully branded engineers that have employment contracts. Where repairs are carried out by employed engineers, NAC will be directly responsible for the administration of all aspects of the repair, including spare parts, payments and providing the repair guarantee.
Tier 2 – NAC Direct: These are engineers that are self employed but commit to an agreed amount of time to NAC per day. Direct engineers are not employed by NAC and do not have employment contracts but have committed to working to the same standard as NAC Employed engineers. Where repairs are carried out by direct engineers, NAC will be directly responsible for the administration of all aspects of the repair, including spare parts, payments and providing the repair guarantee.
Tier 3 – NAC Non-Direct: These are engineers that are self employed and take work from NAC on an “Ad-Hoc” basis. Network engineers are not employed by NAC and as such, we have no control over the repair progression. Where repairs are carried out by non-direct engineers, NAC have acted as an introducer and as such, receive a commission for the repair by the engineer. Where repairs are carried out by non-direct engineers, it is the engineer/s themselves that are directly responsible for the administration of all aspects of the repair, including spare parts, payments and providing the repair guarantee.
Depending on your location and appliance type, depends on whether the repair is offered, booked and completed by an employed or direct engineer on behalf of NAC or whether we introduce you to a local self employed network engineer.
If you are in an area where we do not have an employed or direct 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 non-direct 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 discuss any fault, related charges and 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 non-direct 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 initially call NAC to enquire about a repair, we always reasonably assume that you have read and understood our Terms and Conditions.
Booking a repair by telephone – When you initially contact NAC to enquire about a repair, we will we reasonably assume that you have read our terms and conditions and 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 covered areas and your appliance type is one that our network in your area can repair, then we will then quote you a Service Charge for an engineer visit depending on where you live, what appliance you need repairing and engineer availability in your area. Once the offered Service Charge has been accepted by the you, we will then proceed to take all the required information to book the engineer visit and then allocate the visit to a member of the NAC engineer network. Once your visit has been allocated, if the visit is being allocated to an NAC employed or direct engineer, we will diarise an appointment with you there and then. If your visit is allocated to a NAC non-direct engineer, your details will be passed to the engineer so we can make the introduction and they will subsequently contact you directly within 24 Hours to confirm your repair details and arrange a suitable visit date / time.
Booking a repair online – When you enter your details on to our online booking form, the system will check the appliance type and location before displaying a price to proceed. If you then proceed, then we reasonably assume that you have read our terms and conditions and our system will accept your booking request. Once your online booking has been reviewed and allocated to an engineer, if the visit is being allocated to an NAC employed or direct engineer, we will diarise an appointment with you there and then. If your visit is allocated to a non-direct engineer, your details will be passed to the engineer so we can make the introduction and they will subsequently contact you directly within 24 Hours to confirm your repair details and arrange a suitable visit date / time.
Because online booking quotations are issued at the point of enquiry, quotations may change if the engineer assigned cannot attend your repair and we have to reallocate your repair booking to another engineer. In these instances, we will contact you to let you know of any price changes before reallocating your repair to another engineer.
NAC aim to offer Same day / Next day appointments. Same day / Next day appointments are classed as callout within 24 / 48 hours from the point of initial booking. 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
Once we have attended your repair request and we discover that parts are required, our target timelines are as follows:
Parts Required (where parts needed are in stock) – We will endeavour to return to complete a repair within 7 days from the date of part order or 14 days from the date of payment for a spare part.
Parts Required (where parts are out of stock) – We will endeavour to return to complete a repair within 28 days from the date of part order or 45 days from the date of payment for a spare part.
The Service Charge that you pay will include the engineers initial callout and all the time needed on the initial visit to carry out full diagnostic testing resulting in a quotation for spare parts or ideally, a first visit completed repair. Any parts that might be required to complete a repair are not included in this fee. If a second visit is needed to fit any parts, then there are no further service charges payable.
All 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 NAC directly (i.e where you have paid NAC Domestic Appliances Ltd directly for a repair that has been completed by one of our employed or direct 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 non-direct engineers (i.e where you used the services of one of our self employed network engineers and not employed NAC Domestic Appliances Ltd directly) vary depending on the engineer however the minimum term will be 3 months (90 Days).
The repair guarantee is to ensure that the repair has been completed correctly. Should you need to call on the engineer to return after a repair because you believe that the repair has not been successful, 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 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 specially ordered (specially ordered means that NAC does not stock the required part and therefore has to buy it specifically for your repair). If parts need to be specially 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 if they are special orders and placed for you on your behalf. Specially ordered spare parts are non returnable and non refundable once they have been paid for by the customer unless they are faulty in which case we will replace any faulty part free of charge whilst it’s in our Guarantee Period.
Spare Part Identification from model details (Rating Plates) – In order for us to obtain the correct spare part information from our suppliers, we need the full and specific appliance data from a rating plate on the appliance. This information will include the full model number, serial number and where applicable, any factory / product codes. Because of the wide variants of parts for even the same model machines, without this information in full, we may not be able to identify any parts required and therefore will not be able to continue with a repair. In instances where we can not identify spare parts needed to complete a repair, the service charge is non-refundable. NAC will write to you via email in this instance advising you that we cannot source parts and ask you to contact the manufacturer as the appliance might have been registered for warranty previously so they would have a record of model and serial numbers – They then may be able to give you that data. If this is the case, simply contact us with the model details you’ve been given from the manufacturer and we can try to locate the parts required. In circumstances where we cannot identify parts due to the lack of appliance model data, the service charge remains payable and no refund will be made.
Because many customers still have some limited functionality of their appliances when a spare part might be required to permanently rectify a fault or put the appliance back to a fully working condition, any quotation given for spare parts is valid for 7 days. Once 7 days has passed, NAC will need to re-attend before ordering any parts. If NAC has to re-attend, NAC will charge a further £35+VAT for the inspection. This is because continued use of an appliance that may be waiting on a spare part replacement may cause further issues to the appliance. In instances where the callout charge is payable but the customer refuses to pay, NAC may charge the fee to the card that was used to pay for the initial Service Charge.
“Fitted part/s but now requires” (FAFTFAF: Fix a fault to find a fault) – In instances where an Engineer determines by means of testing or examining in detail that a part is faulty, all efforts will be made to further investigate the appliance and identify any other faulty part that might be needed. In some instances, an Engineer might need to rectify one fault to then find another fault, 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 after fitting, 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 initial faulty part. In the event of a suspected FAFTFAF, 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. Where parts are listed as obsolete or no longer available by the manufacturer or our direct authorised suppliers, the service charge is non-refundable. In instances where the callout charge is payable but the customer refuses to pay, NAC may charge the fee to the card that was used to pay for the initial Service Charge.
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. In instances where the callout charge is payable but the customer refuses to pay, NAC may charge the fee to the card that was used to pay for the initial Service Charge.
Self Fitted Parts (parts fitted by customers) – Our network of engineers are fully experienced 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 the callout charge is payable but the customer refuses to pay, NAC may charge the fee to the card that was used to pay for the initial Service Charge.
Obscure Brands / Foreign made but British Badged appliances – In instances where we attend a repair and it is determined that parts are required, we will do our utmost to source any spare parts from our direct authorised suppliers. In instances where appliances are built in foreign factories and therefore do not offer support for spare part availability to the general trade in the UK, we will notify you and ask that you contact the retailer where you bought the appliance with a view to sourcing the part/s yourself. We will then return at a later date to fit parts that you have been successful in sourcing. In instances where neither you or us can identify spare parts needed to complete a repair, the Service Charge is non-refundable.
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 45 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 repair 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 from the point of order.
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.
Any refund that has been agreed by NAC will be made to the card that the payment was made from. Agreed refunds will be processed and issued within 5 working days from the date of refund agreement.
For payments made via BACS or Cash, agreed refunds will be made via BACS so we would need the following information in order to issue the refund:
Bank Account Name (as it appears on the statement)
Bank Account Sort Code
Bank Account Number
Agreed refunds will be processed and issued within 5 working days from the date of refund agreement.
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 serious 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.
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