Poll reveals your best choice for repairsOne firm left oven with a potential fire hazard

30 June 2011

An appliance being repaired

Getting someone to fix a broken appliance is a lottery which could leave you with a potential fire hazard, a Which? investigation has shown.

Which? experts broke an oven and, posing as householders, asked six companies - Neff (the oven's manufacturer), Comet, Repaircare.co.uk, 0800repair.com and two independents - to fix it. 

While all identified the fault, some of the repairs were shoddy – for example, one independent's repair bypassed a safety cut-out and left the oven with a potential fire hazard. 

John Lewis tops repairs table

We also surveyed more than 3,000 Which? members and ranked their satisfaction with repair services they'd used. In general, members were most satisfied with independents, which got a customer score of 77%. Shops’ repair services came next, and manufacturers’ services overall were last.

However, among manufacturers there was huge variation - John Lewis came emphatically top with an impressive customer score of 78% (for repairing its own-brand appliances). But Whirlpool and Hotpoint struggled to make the grade, with customer satisfaction scores of 42% and 43% respectively.