Where is Masterfix located?
Our contact centre is located in Chesterfield, but we will send a local engineer to repair your appliance.


If the engineer has to call back to fit a part will there be a second charge to fit parts?
No.  Our labour charges cover all the labour involved in bringing your appliance back to working order (if possible) regardless of how many visits are needed.


Can the engineer telephone me when he is on his way?
Yes. We offer a 30 minute call free of charge.  This service MUST be requested at the time of booking.


What time will the engineer call?
We will arrange appointments as Anytime (8am - 6pm), AM (8am - 1pm) and PM (12pm - 6pm). We are unable to specify exact appointment times as we are unable to predict how long each job will last and also the traffic the engineer will encounter on route.


Can I speak to an engineer over the telephone instead of having an engineers visit?
No, all our engineers are van based and are unavailable in the contact centre. We are also unable to diagnose faults over the telephone as any telephone diagnosis could not be guaranteed.


I think I know what is wrong with my machine - can you just order the parts for me?
Again we cannot order parts for anything other then our engineers diagnosis, as in order to guarantee any work carried out it is essential for the correct parts to be ordered by our engineer.


Do your engineers visit on weekends?
Masterfix own engineers do not work weekends. However, our service partners work within thier own working hours so weekend calls may be possible.


When will my parts arrive?
We are unable to advise estimated delivery times for parts on under guarantee jobs. We will order the parts through the manufacturers' website and if you wish to chase parts then please do so with the manufacturer direct.  On jobs out of guarantee, we will advise an estimated delivery time when we advise the cost of the part/s required.


Can you take my old part away?
We are unable to dispose of any old parts as we do not hold a waste disposal licence. However, from time to time manufacturers may request parts back for examination.


What happens if you can't repair my machine? Do I get my money back?
If we are unable to repair your appliance we do not offer any refund as when you book our engineer you are not only paying for the engineers experience and knowledge but also his time and his expense in calling out.


My machine is under guarantee - who do I report the fault to?
If your appliance is under guarantee then all faults need to be reported directly to the manufacturer, even if we have called out previously.


My machine is under guarantee - what happens if the engineer finds that it is not a fault covered under the guarantee?
If our engineer finds no fault with your appliance or finds a fault not covered by the terms of your guarantee then our engineer is contracted by the manufactuer to pass the labour charge onto the customer.  This payment can be made by cash or card payment only.

Masterfix FAQs