Lothian Domestics Appliance Repairs

Frequently Asked Questions



About Us

-- Are you a national company who will outsource any job I send you?
-- Why do you provide an online quote when almost no other similar company does?

Coverage

-- What areas do you cover?

Do you repair?

-- Do you repair commerical appliances?
-- Do you repair gas appliances?
-- Do you repair food mixers, toasters, coffee machines or other similar small appliances?
-- Can I drop off a vacuum cleaner to you for repair?
-- Do you repair TVs or mobile phones?

Booking

-- How do I get a quote or book an appointment?
-- I booked online with a landline, how can I choose a date?
-- I need a repair under warranty, how do I proceed?
-- How does your 2 hour window appointment work?

Appointment

-- What appointment slots do you have available?
-- Can you give me a specific appointment time, like 10:30am?
-- Can you give me an hours notice before you visit?
-- Can you call me 10 minutes before you visit?
-- I can't get the date I wanted, what can I do?
-- I booked a date with the manufacturer for a warranty call, why are you asking me to choose a date now?

Payment

-- Can you explain how your pricing works?
-- Can I pay by phone if I am not going to be on-site?
-- What payment methods do you accept?
-- I have more than one appliance needing repaired, how do the charges work?

On the Day

-- I have an appointment booked but the engineer has not arrived yet?
-- I have an appointment booked for today, can you narrow down the slot?
-- My elderly relative needs a visit, do your engineers carry identification?

Landlords

-- I'm a landlord, can I book for a visit to my tenant where I pay for it?
-- Can you arrange an appointment directly with my tenant?
-- How many jobs do I need to send to get access to MyLothian?
-- How do I get a receipt for the visit I booked to my tenant?
-- How do I get access to MyLothian?
-- I've used you before, do I need to provide all my details for every job I book?

Warranty

-- I don't know if my appliance is under warranty, how can I find out?
-- My appliance is under warranty, why am I being told I may be charged?

Cancel

-- I no longer need the appointment I booked, how do I cancel?

Reschedule

-- I've booked an appointment, how do I reschedule?

Parts

-- If the repair needs parts, will you bring them with you?
-- Do you have a parts shop?




Are you a national company who will outsource any job I send you?

Absolutely not. We are a local family run company with our own engineers and we never outsource any repairs to other appliance repair companies.

Why do you provide an online quote when almost no other similar company does?

We believe in having a fully transparent approach to pricing and we feel that publishing all of our pricing online is the best way to accomplish that. We also do not believe in forcing customers to book only during office hours as a problem occurring after hours would then mean waiting until the next morning to arrange an appointment. In our case, we can have a customer book in the middle of the night for the next morning and our engineer could have repaired their appliance before other companies even return their call to arrange an appointment.

What areas do you cover?

We currently cover the complete EH postcode area.

Do you repair commerical appliances?

As a Samsung Authorised Service Centre, we do repair commercial Samsung appliances excluding commerical Microwaves. We do not however repair any other brands or hold parts in stock for any other commercial appliances.

Do you repair gas appliances?

We are unable to repair gas appliances, however we can normally help with electricial issues on dual-fuel appliances, such as faulty electric ovens. Please note that we are not able to help with any gas issues or issues with the gas ignition system.

Do you repair food mixers, toasters, coffee machines or other similar small appliances?

Sorry, this is not a service we provide. We would recommend contacting your manufacturer as they will likely be able to advise who can repair your item.

Can I drop off a vacuum cleaner to you for repair?

While we can repair your vacuum cleaner in your home, unfortunately we can no longer accept items being dropped off to us at our workshop.

Do you repair TVs or mobile phones?

Sorry, we only repair kitchen appliances and do not repair any audio/visual products.

How do I get a quote or book an appointment?

The quickest and easiest way to get a quote or to book an appointment is to use our
Online Booking Facility which is available 24 hours a day and can be used even when our offices are closed.

I booked online with a landline, how can I choose a date?

Please visit our
Dedicated Landline Booking section where you can enter a few details and see our real-time availability.

What appointment slots do you have available?

As standard, we offer 3 different appointment slots, morning between 9am-1pm, afternoon between 12pm-6pm and we also offer a 2 hour window appointment. Please note that all appointments are offered based on availability and certain appointments may not be available on specific dates.

Can you explain how your pricing works?

Our pricing is based on 2 different repair types:

  • Pay As You Go (PAYG)
  • Repairs are quoted based on a labour/diagnosis system. If our engineer visits and they repair your appliance on-site, you would be charged a labour charge plus any parts that are required. In the event that your appliance is not-repairable or we quote you for a repair and you do not wish to proceed, you would instead pay a discounted diagnosis charge. These charges are one-off, they are not per hour. In the event that we visit and do not have the parts required in our van, you would pay the discounted diagnosis charge on the first visit, then that diagnosis charge would be deducted from the final bill on the return visit meaning you do not pay extra for any return visits with parts.

  • All-Inclusive
  • You are quoted a single fixed price and this covers the engineer's time on-site but also covers you for up to £200 worth of parts as well. In the event that the appliance is not-repairable, you would not pay anything. This gives you peace of mind that you know the total cost before we visit.

    Please note that All-Inclusive repairs are only offered on some appliance/brand combinations. During boking you will be presented with the options available for your specific appliance.

    Can I pay by phone if I am not going to be on-site?

    During signup please select that you are a landlord and you will be requested to provide payment details for the repair.

    I need a repair under warranty, how do I proceed?

    If your repair is to be carried out under warranty, please contact the manufacturer and they will be able to raise a new warranty call. A call rasied any other way will not result in a visit under warranty. Once the manufacturer passes this information to us, one of our engineers will triage the most likely parts and we would then send you a booking text that will allow you to choose an appointment. Please rest assured that once we have your job details sent over we will be in touch, however please note it can take up to 6 hours for this text to be received and we ask that you allow this time before contacting us as our office would be unable to help you until this text has been sent to you. Any contact attempts sent before this text will automatically be closed when the system sends the text to you.

    What payment methods do you accept?

    Our engineers can accept the following payments on-site.

    1. Cash - MasterCard - Visa - American Express - Maestro - V pay - Visa Electron - JCB - Diners Club - China Union Pay - NFC phones - Apple Pay - Android Pay

    Please note that you must have the physical card in your possession, as our engineers carry card readers, they cannot accept written details of a card.

    If you are a landlord and you have agreed in advance to pay over the phone, please note that we can only accept Visa, Visa Electron, Visa Debit and Mastercard.

    We do not under any circumstances accept cheques.

    I have more than one appliance needing repaired, how do the charges work?

    While booking a repair, you will be offered the ability to enter multiple appliances to be looked at during the same visit from the Cart page. If you add multiple PAYG repairs to be looked at within a single visit, the most expensive repair on the day would be charged at full price and all other PAYG repairs would recieve a 50% discount.

    How does your 2 hour window appointment work?

    When choosing an appointment one of the options you will be provided is our 2 hour window. This appointment is initially booked for the day of your choice between 9am and 6pm, then on the day of the appointment our engineer will send you a text message advising of a 2 hour window during which they will arrive on-site. This window will be sent to you with at least one hour notice of the window. So if for example, your appointment window is 4pm-6pm, the engineer would notify you of this window by at least 3pm. This means if you are leaving work for the engineer, you can schedule for a few hours off rather than sitting in all day.

    I have an appointment booked but the engineer has not arrived yet?

    Please note that the appointment you are provided with is the time the engineer can arrive at your property, so for example if your appointment is booked between 9am-1pm then our engineer may arrive at any point up until 1pm. In some extreme circumstances, delays can occur and we are unable to meet your arranged appointment, however we would where possible do our very best to keep you informed about any potential delays.

    I have an appointment booked for today, can you narrow down the slot?

    As we allow customers to book and reschedule even on the day, this means our diary is completely fluid and changes regularly. Up until the point the engineer notifies you that they are on their way to your property, they may be diverted to an emergency job or may hit heavy traffic and change their original route to compensate. Due to this, we are unable to narrow down your appointment on the day and can only advise that our engineer will be with you during the originally scheduled appointment slot.

    My elderly relative needs a visit, do your engineers carry identification?

    Every one of our engineers wear identification lanyards around their necks. If you are booking for an eldery relative, we would always suggest that you use a mobile phone number where possible and this will mean when our engineer is on the way to their property, they will send a text message advising how long until they arrive and also very importantly, the text message will also contain the name of the engineer who will be visiting. They can then ask for identification when the engineer arrives and match that to the name provided in the text message.

    Can you give me a specific appointment time, like 10:30am?

    Sorry, we are unable to do this. Due to the nature of our work we do not know exactly how long a job is going to take and as such we have no way to know in advance exactly what time we will arrive or be finished at a property, so are unable to provide specific appointment times for arrival. A lot of companies will claim to provide this, but as they are restricted by the same constraints as us, they are simply promising something that they will likely be regularly unable to provide. We beleive it is better to be upfront and advise we can't do it before you book, rather than waiting until the day of the appointment and then turning up earlier or later than arranged anyway.

    Can you give me an hours notice before you visit?

    If you require extended notice such as an hour before we visit, please see the above mentioned 2 hour window appointment as this provides at least 1 hours notice before visiting.

    I'm a landlord, can I book for a visit to my tenant where I pay for it?

    During signup on our
    online booking system there is an option to select that you are the landlord and you want to pay by phone. During this process, you will be required to provide payment details. Once we have arranged a visit date, for PAYG repairs we will charge the callout amount to your card. After the visit, we will charge any remaining labour costs plus any parts fitted. A pre-authorisation amount of £35 per appliance is required to cover any parts that our engineer may be able to fit on-site from their van but this is not charged unless parts are required and only the actual cost would be charged. A callout charge is payable for any no-access visits. In the event of more expensive parts being required, we would always quote you. In the event you book any all-inclusive repairs, the full cost of these will be charged to your card when an appointment is booked.

    Can you arrange an appointment directly with my tenant?

    Yes, this is the preferred way we operate. During booking, you will be asked for your tenant's mobile number and we will contact them directly, keeping you up to date by email along the way.

    How many jobs do I need to send to get access to MyLothian?

    We value all of our landlords and because of this we make MyLothian available for all landlords, regardless of how many jobs you have sent us or how many properties you have.

    How do I get a receipt for the visit I booked to my tenant?

    As a landlord, you will automatically receive an email from us when a new receipt has been created. Please allow 7 days after job completion. For private customers, a receipt will be provided on-site when the engineer processes payment.

    How do I get access to MyLothian?

    During the process of booking a new job, you will be able to specify that you are a landlord. After booking with this option, you will be automatically setup on our MyLothian system and an email will be sent advising of your login details.

    I've used you before, do I need to provide all my details for every job I book?

    During signup, simply select that you are a landlord and you will be given an option to login to Mylothian. Logging in means we only need to ask for details relating to your new job and nothing else.

    Can you call me 10 minutes before you visit?

    As standard for our morning and afternoon appointments, our engineer will send you a text message to advise they are on their way to your property. Please note that this text message is provided as a courtesy and we cannot be responsible for any delays in the delivery of the message.

    I don't know if my appliance is under warranty, how can I find out?

    Please contact the manufacturer directly and provide them with the model and serial number for your appliance, they should then advise whether or not your appliance is covered by any warranty and arrange a warranty call if required.

    My appliance is under warranty, why am I being told I may be charged?

    Manufacturer warranties only normally cover defects in materials and workmanship. This means if our engineer visits and cannot find a manufacturing defect with your appliance, it would normally be treated as a chargeable visit. Issues that are not manufacturing defects include but are not limited to , incorrect installation, physical damage, lack of maintenance or no fault found. So to give a real-life example, if our engineer visits under warranty because your washing machine is not draining and they find the pump has failed due to a manufacturing fault, this would be fully repaired under warranty at no cost to you. If however the engineer visited and found the pump had failed due to something getting stuck in it like a coin or other foreign object, this would not be covered by your warranty and you would be fully responsible for the cost of repair, including labour and any parts required.

    I can't get the date I wanted, what can I do?

    While booking, if you can't get the specific date/appointment you wanted you can either choose another date or you can keep checking. Our online booking dates shown do change in real-time, so a date not available just now may become available later. Once booked, you will receive a reschedule link in the text message sent to you and clicking this link will allow you to reschedule your appointment if required.

    I booked a date with the manufacturer for a warranty call, why are you asking me to choose a date now?

    While the manufacturer may ask you which appointment date you would prefer, this is simply a preferred date and is used internally to calculate whether targets are being met or not. Any date you arrange with them is not a confirmed booking for us to visit as they do not have access to book jobs on our diary. Once the job has been pulled into our system, you will be contacted by us and you must then select a date for the visit to take place .

    I no longer need the appointment I booked, how do I cancel?

    To cancel, please send us a message through our
    Enquiry Form or call us on 0131 516 2080 asap. Please be sure to provide details of your appointment/property as without this we will have no way to know how you are. Once we have received your message, we will process your cancellation asap. Please note that no confirmation will be sent for cancelled appointments.

    I've booked an appointment, how do I reschedule?

    When you booked your appointment, you would have been sent a text message and this should include a link that allows you to reschedule. If you have not received a text or do not have it any more, please call us and leave a message with your details and mention that you wish to reschedule, we will send you a new booking text to allow picking of a suitable appointment.

    If the repair needs parts, will you bring them with you?

    Our engineers all carry a very extensive van stock at all times, however they need to first inspect the appliance to determine what parts are required. In the event that the engineer does not have the required part in their van, you would not be charged any extra for the return visit to fit the parts. Please note that for a chargeable visit, even if you advise a specific part is damaged the engineer would normally visit first to inspect the appliance to ensure that is the only part required. This is to prevent situations where we order parts and they are either not required or we are left out of pocket for those parts when we find another more major fault with the appliance. If you insist on us visiting with a specific part before inspection, please do not request this during booking, please submit a request through our enquiry form on the contact page before you request a date for visit and specify you want quoted for the part. In this case, payment would normally be taken upfront for the part and it would be non-refundable in the event that the part is not actually required or does not repair the issue we are called out to. It is due to this that we ask that you allow us to inspect the appliance and only order the parts that we determine are actually required.

    Do you have a parts shop?

    We only supply parts where one of our engineers are fitting them, with the exception of consumable parts. For example, if you are looking for vacuum bags or a drawer for your freezer please get in touch. We do not however have a spare parts store for customers to visit and we do not provide any non-consumable parts to customers without an engineer visiting such as door seals, belts etc.