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D&G Appliance Care FAQs

 What does Appliance Care entitle me to?

We work with Domestic & General, the UK’s leading specialist warranty provider, to offer Appliance Care products to our customers. The Maintenance & Support plan provides you with maintenance and support services to help keep your product properly maintained, supported and in good working order. Further details are provided here.

What appliances are eligible for Appliance Care?

Appliance Care consists of the following products: Washing Machine, Fridge Freezer, American Fridge Freezer, Washer dryer, Range Cooker, Dishwasher, Cooker, Oven, Tumble Dryer, Fridge, Freezer, Hob, Hood. 

Your product must be owned by you and used for personal and non-business purposes only; in good working order when you take out the plan; under 8 years old and have a purchase price of less than £2,000; and located in the United Kingdom.

Further details are provided in these Terms & Conditions

When will my plan start?

A wait period of 30 days from date of sale of this product applies to the maintenance and support service of your contract. Any services carried out within 30 days of date of sale will be subject to charge.

How long does my plan last for?

Your plan will last 12 months and will automatically renew each year ensuring there’s not a break in your care. We’ll contact you before each renewal.

Can I apply for Appliance Care if my supplier for gas or electricity is not ScottishPower?

Yes, you don’t need to be a ScottishPower energy customer to apply for one of our Appliance Care products. 

I’ve applied for an Appliance Care product but I’ve changed my mind?

We want you to be completely happy with your decision to purchase Appliance Care and you have a 14-day cooling off period from the moment you receive your welcome letter.  Please let us know by calling us on 0800 027 5008 or using the cancellation form that can be found here.

How do I make my payments for Appliance Care?

Your payments will be collected through monthly Direct Debit. Please refer to the Direct Debit Guarantee for further details.

My appliance  is broken what should I do?

Contact us straight away on our free number - 0800 027 5008 (it’s open 8am to 8pm Monday to Friday, 8am to 5pm Saturday). One of our advisers will discuss your breakdown and can arrange for an expert engineer to visit your property. Please refer to our Terms & Conditions for full details.

What if my  appliance cannot be fixed?

If our approved service technician is not able to repair your product, or we decide that it is uneconomical for us to repair your product, we will arrange a replacement of your product with a new product of the same or similar make and technical specification.

If your product needs to be replaced but we cannot reasonably arrange a replacement product, we will give you vouchers for the full retail price (from a retailer chosen by us) of a replacement product of the same or similar make and technical specification.

If we arrange to replace your product, we will pay the supplier’s delivery charge.

If your product is not repaired away from your home but is replaced, you will be responsible for disposing of it at your own cost. In all cases you will be responsible for installing the replacement product and paying any related costs.

If your product is replaced (or you receive a settlement for a replacement) under this maintenance & support plan, your plan will end immediately and no fee will be refunded.

Please refer to the Terms & Conditions for full details here.

Will I be charged a call-out fee?

Some plans also require you to pay a call-out fee for onsite visits. If this applies to the plan you have selected, the amount of the call-out fee will be set out in your welcome letter.

Where can I find help on how to maintain my appliance?

As an Appliance Care customer, you’ll find 24/7 online maintenance, support and tips on your appliance via our online portal here. 

What happens at the end of my Appliance Care plan?

We’ll automatically renew your plan so that you can continue to enjoy the benefits of your Appliance Care product. 

We’ll write to you at least 6 weeks before the end of your plan to advise that you’re approaching your plan renewal date. The letter will contain details of your monthly payments for the year ahead.

If I move house can I take my Appliance Care product to my new home?

Yes, you can take your current Appliance Care product with you and your plan will continue.  However please call 0800 027 5008 to confirm your new address (lines open Monday to Friday 8am - 8pm, Saturday 8am - 5pm).

How do I cancel my plan?

If you change your mind and wish to cancel then all you have to do is call 0800 027 5008 (lines open Monday to Friday 8am-8pm, Saturday 8am-5pm) or use the cancellation form found here and we’ll organise this for you.

Updated by Eilidh | 31 Jul 18

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