Issue Date:  -  Wednesday, 2 June 1999

Commissioner warns on repairs to electrical appliances

The Ministry of Fair Trading today warned consumers to be cautious when sending their electrical appliances for repair.

Fair Trading Commissioner, Pat Walker, said the Ministry was concerned about recent consumer reports that a small minority of Perth repair companies were both overcharging and overservicing.

"The information suggests some repair firms are taking appliances like washing machines and videos away for repair, then persuading customers that unnecessary extra work has to be done," Mr Walker said.

"My concern is that once consumers have lost possession of their items, they often feel pressured to agree to additional repair work," he said.

"Remember: there is no obligation. If you're not happy with the firm's assessment of what work needs to be done, ask to have your goods returned."

In particular, the elderly were often attracted by offers of free callouts and seniors' discounts, Mr Walker said.

In one case, an Inglewood woman was quoted $400 to replace a washing machine pump, only to have another service firm confirm it was just a hose problem - mended for $45.

Similarly, a Riverview man turned down a $220 quote for repairs to a video recorder, which turned out to only require a head-clean, at $35.

In other cases, appliances with simple switch faults were given complete overhauls at high costs.

Mr Walker said Fair Trading was closely monitoring the behaviour of a very small number of operators and would not hesitate to prosecute where strong evidence existed.

"Unfortunately when people have already sent off their goods to be repaired, then get told by phone that the problem's a major one, they'll often just pay up," Mr Walker said.

"It is always important to shop around and understand clearly what you're getting for your money and how charges are being calculated," he said.

Misleading or deceptive conduct is prohibited under the Fair Trading Act and offences carry maximum fines of $20,000 for individuals and $100,000 for corporations.

"It is strongly recommended consumers obtain more than one quote and ask exactly what parts need to be repaired before work starts," Mr Walker said.

"The manufacturers of appliances also often recommended service agencies", he said.