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If you need help with any element of the website, the forums, articles, the engineers search or anything else this is usually the place that you will find all that information.

If you are a member of the public and cannot find what you are looking for here please either email us or use the public general forum

If you are a trade member and have access to the trade forums, please use the UK Whitegoods Forum in the trade section.


 

UK Whitegoods Site Explained

  Quick Guide To UKW

Sometimes people get bit lost on the UK Whitegoods site which, given the size of it isn’t really a shock but it’s actually as easy as we can make it to navigate about and find what you’re looking for.

The site is divided into three main sections:

  • Content and appliance industry news
  • Forums
  • Online store

So we will explain what’s where for you so it’s easy.

  Content

This is the lead URL, ukwhitegoods.co.uk on which you will find all the articles, repair help, fault codes, buying advice, industry news and a bunch of other stuff to help you with appliance questions and problems.

There are thousands of articles on here that will help you, just browse about and use the menu above that will take you to all areas of the site.

There are comments that are used on most articles and pages here but you’re best not using them for technical problems, fault diagnosis or so on as the technicians won’t see your comments there, better to use the forums for that.

  Forums

The heart and soul of UKW, where you can get tons of free advice and help on just about anything to do with appliances.

This bit is all user content, all driven by the great community of repairs that we have on there, we love those guys, they’re great.

  Store

This is the commercial bit of the site where we sell appliance spare parts, accessories and some other stuff.

Logins for the store are not the same as the forum for security reasons, they are totally separate.

If you need bits, This email address is being protected from spambots. You need JavaScript enabled to view it. or the live chat function are the best ways to go about that. Just send a note of what you need and the guys there will sort it out for you and usually, if it’s available almost anywhere, they’ll find it.

Unlike many others UKW deals with all major suppliers, many manufacturers and a whole bunch of other sources and they’re not restricted as some are. So we can offer really good deals on a lot of parts as, we can search across almost everything that’s out there, find alternatives and a whole load more tricks to get you parts as cheaply and quickly as possible.

We like to think we’re pretty good at what we do but we don’t really blow our own trumpet as it were, just look at the feedback we get.

If you can't find what you are looking for in the store it will normally be as it has never been used or requested and when that happens we will often advise people accordingly as, if a part has never been used there's a good chance that may not be the problem

Fault Diagnosis Help

  Getting Diagnostic Help

Repairing tumble dryerMany people will find UK Whitegoods as they search the web for help or information about a fault on a domestic appliance or, looking for the meaning of a fault or error code.

The UKW site is huge, spanning thousands of pages of information to help you and, we get that can be a bit daunting and that there’s a lot of reading on here. That because stuff needs to be explained so you know what you’re doing and very importantly, you stay safe doing it.

Please take the time to read and study we’re trying to help you but we do ask that you do as much and learn as much as you can first.

While many of the major faults and a good number of fault codes are published, there are limits to just what we can do. There are tens of thousands of models from hundreds of brands making detailed step by step instructions for every fault pretty much impossible.

What you will find is generic fault finding guides designed to be used by people not familiar with the trade or diagnosing problems of appliances written in plain English, removing as much technical jargon as we can.

These guides are divided into the major categories as we look at them in the trade, which are:

Laundry Products

  • Washing Machines
  • Washer Dryers
  • Tumble Dryers
  • Dishwashers

Cooking Products

  • Built In Ovens
  • Built in Hobs (Gas/Electric/Ceramic/Induction)
  • Cookers*
  • Range Cookers*
  • Cooker Hoods
  • Microwaves

* hob advice will relate to these also

Cooling Products

  • Fridges
  • Freezers
  • Fridge Freezers
  • American Style Side By Side Fridge Freezers
  • Wine Coolers

Cleaning Products

  • Vacuum Cleaners
  • Waste Disposal Units

On the site you will find generic fault finding advice for each of those in the Help & Advice menu above, then selecting the subcategory from the Self Repair sub menu.

  Can’t Find What You Need

Okay so, if you can’t find an answer to a problem you have or, find the information to work out the problem then it’s time to look at the options that are available.

You could pay some advice service online and, that may or may not work for you.

Or, you can use the forum on here completely free of charge and, if someone can help you or offer advice then they will do.

With the combined knowledge of about 2000 service technicians, there’s a more than good chance some of them will have see the appliance and quite probably the same problem.

Do read the article about getting the best advice in the forum though, again five minutes reading can get you a far better response and save a lot of time for you and us, it’s well worth a read.

  Why Use The Forums?

It’s really simple why we point people to the forums rather than trying to answer on a case by case, one on one basis.

Nobody knows it all.

In the forum you have an order of magnitude greater chance of reaching an expert in any one brand, product or even problem as there are scores of appliance technicians in there every single day. That means, a far greater chance of someone being able to help you with whatever question you might have.

Best of all, it’s completely free.

Unlike many other sites that will charge you for help, we don’t. The guys in the forums do it because they want to help people, not make money from providing a little assistance.

This video explains a little more:

  Don’t Want To Sign Up

Yeah we get that too, you probably think we’re going to send you emails about holidays in Barbados or try to sell you stuff you don’t want filling up your email inbox with junk.

We don’t do that. Ever.

You will get email notifications of replies after the whole signup thing is over with and, that’s it. We will not send you any other emails, ever.

And, you can turn those off should you wish.

  Spare Part Help

For help with spare parts as in, finding them and whatnot, just use the This email address is being protected from spambots. You need JavaScript enabled to view it. email, the live chat or the forums.

We’ll do our level best to help you with all things spare part related.

Oh and we don't send you junk mail from there either, we hate it too, all you get is status updates on any orders, that's it.

Please do note though that the phone lines are largely for ordering only, there is no tech support on the phone, we will explain why below.

  Telephone Technical Support

Telephone support for technical problems, largely does not exist in the domestic appliance industry and if it did it surely would have a cost attached. No brand does this for free, if they do it at all.

If you’re looking for tech support over the phone, you’re probably going to be very disappointed.

The reason that there’s no phone support is back to the problem we highlighted at the very start of this article, there’s tens of thousands of products from hundreds of brands.

No one person or even a team of them could have knowledge of every one of them, it’s impossible.

How would anyone know what you’re calling for help with? How could they have squadrons of tech people standing by to offer up free advice? How could they even dream of paying for the staff to be able to provide that service?

Then there’s the issue with the time that all takes, talking someone through a fault can easily take ten or more minutes, often involve multiple calls and it just eats time. Time that busy field techs do not have to give and that nobody is paying them for.

This is why that telephone technical support in the industry more or less does not exist.

Even manufacturers or brands, if they even have a tech advisor at all, won’t normally put members of the public through to them as it just kills time that they should be spending doing well, tech support stuff.

This is why we would say your best bet, if you want support, is to use the forums.

Quick answers on the telephone you almost surely will not get.

Getting The Best Response In The Forums

  Using The Forum 101

Our advice on getting the best responses and answers in the appliance forums

If you want to get free help and try to find out what is wrong with your appliance then there’s a few things that you should know to ensure you get the best results possible.

We want to help you!

The guys are really good, many of them extremely knowledgeable in the field but, they’re not mystical beings with superhuman powers and they need information from you in order to help you.

The most important things you need to supply are:

  • Make
  • Model number
  • Serial number/product codes if possible
  • A clear description of the problem and/or symptoms

After that any additional information can help like, what you’ve tried and what you have seen or noticed.

  Why Model Info Is Needed

With the make, model and serial or production codes the guys can look up the machine and see what the layout or format is, see if there’s any technical bulletins and so on. If you don’t give them that they won’t be able to look all that information up.

They also will struggle to tell you what parts are needed, if they can do so.

  Why Fault Descriptions Are Needed

People guess.

Often, they guess wrong.

So if you tell the guys what you see, what the symptoms are then they will often have a fair idea of possible causes. Without that it gets hard for them.

If your machine stops art a certain point, doesn’t heat, doesn’t fill, drain or whatever just tell them that and they’ll try to work out possible causes.

The more accurate you are, the more accurate they will be.

  Plain English

Please, please post stuff in real English.

Break it up, use paragraphs and spacing, sentences and so on as one big long slab of text is extremely off-putting and difficult to read. Some of the people that may be able to help may well not even bother to trawl through it trying to work it out and put together what you are trying to say.

A few minutes making it legible can elicit far more and better responses.

  Private Messaging Members

Please don't private message (PM) members unless they specifically ask you to do so.

Largely random PMs are ignored by most members and they are often regarded as spam.

You might think that sending a direct message would get you a fast and direct response but you would be wrong. You will actually get a better response and, often from another member or even members that have encountered the issue you have or, have more experience with that product by using the forum rather than the PM system.

In short, your best chance of the fastest and best answers is to use the forums, not private messages.

  Bumping Posts

If you’ve had no response after a day or two by all means post a simple, “does anyone have a clue” about this.

There are some appliance that are extremely difficult to get info on and it may well be that nobody can help but, just as common is that someone that may be able to help just hasn’t seen your post.

Do keep in mind though that the people in the forum do this for free to help you and, they do have a day job that puts food on their table so, don’t always expect instant responses from what is a totally free service.

Search UK Whitegoods

  Search UK Whitegoods

Here you can search UK Whitegoods for all sorts of information on appliances from the content on the site including articles, forums and even the spare parts store using our custom Google search function.

Just type in what you want to find and anything that is available will be displayed.


Search here..

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Just type what you're looking for in the box, get answers.


 

Appliance Engineer Search

  Engineer Search Explained

You may have come across our unique appliance engineer search and wondering how you get your appliance repair business registered on the repair search function. Here we will explain how to do that.

If you have an independent repair company, that is to say that you do not offer national coverage or more than about a hundred postcodes, you can apply for a listing completely free of charge. We do not charge for this service at all, it is offered as a free referral service to both trade and public.

If you haven't yet seen the appliance repair search you can find it from this link.

UK Whitegoods appliance engineer search facility

  What The Search Does

The engineer search function came about due to a need for the public (and some corporate trade) wishing to search our database of appliance repairers to find companies in specific areas that repaired specific products and until we created the original repairs@ module no such a search existed. Or, certainly not one that was as open and free as ours was.

The search allows people to enter their postcode, appliance type and appliance make where the postcode, product and brand are matched against our database of repairers for each enquiry and wherever there is a suitable repairer available the results are returned. 

This simple search makes it really easy for your customers to find you, quickly and know that you will repair their machine without having to trawl through phonebooks or hunt the Internet looking for a repairer.

But, more than that, all the repairers must adhere to the basic code of conduct that was set some years ago, carry public liability insurance and be bound by our system for dealing with any complaints that may arise. Not that we have to do much on the complaints front, in six years we have had three, from over 50,000 enquiries.

The enquiry is then passed to you by email (we can only send enquiries to a valid email address) for you to contact the customer and help with the issue.

It's fast, it's safe and it's accurate.

And, free.

  How To Get Listed

The first thing you have to do is sign up for a trade account in for the forums. We cannot list accounts on the appliance repair search facility from September 2011 without you having a trade account for the UK Whitegoods forums as the account is set to be linked to your user account to view and alter settings.

To find out how to get an account and trade access assigned to it, please see this article

In the meantime, here's a list of what you will require to get listed on the appliance repair search:

  • Site username (Not your password, we will never ask for that)
  • All your business contact details including email address
  • Public liability details
  • A list of the postcode areas covered - we cannot accept town names or things like "within XX miles of XXXXX", we must use postcodes
  • List of products and brands that you cover although you will be able to alter them later
  • WTA membership number if applicable, if you are a paid up WTA member then you will be highlighted on the search as the WTA COP overrides the UKW one and offers consumers more protection.

All these details will be required, if you don't have one or more then we will be unable to set you up on the system as we need all these details to give customers the best possible matching repairer.

If you see your business listed in the search and you want your information displayed in the search results as well as displayed to corporate clients the procedure is exaclty the same. We pull data on appliance repair companies from the internet, word of mouth, agency lists and a host of other sources so you may well see your company displayed even although you may not be aware of it. However, we only show partial details and we do not present your business as a result in our search as we do not know what you do or where and that information is vital in delivering quality search results.

  Updates

We’re constantly working on this stuff and improving the way it works for both general public users searching for repairers and for the repairers as well.

During the course of 2016 we’ve made some huge changes to the search that offers repair and maintenance companies even more flexibility and features making the facility even more useful.

Here we will explain some of the best new features for repairers that help you deliver better service and, save both you and your customers time.

  Online Booking Form

You can now have an online booking form that uses the same system to ping back details from your own website to either email or Rapport.

You do not need Rapport to use this feature, you can use simple email.

This is also a free service.

All you need to do this is a website basically and be able to edit it. Pretty much, that's all you need so long as you're okay dropping in code to a page just as you might a YouTube video or suchlike.

  How It Works

What happens is that you drop in the code and up pops a booking form on a page of your own website that allows customers to your own website to log a call and send it to you.

We will use the Careys website as an example.

What they have is a button on their site like this...

 

careys button

 

On the Careys website, in this case the homepage that button looks like this...

 

careys webpage

 

When pressed that leads to the call booking page that looks like this...

 

careys booking form

 

If you want to check it out a bit more you can visit Careys here: http://www.careysappliancerepairs.co.uk

So far as customers are concerned that's it, fill in the boxes, press submit and they're done. You've got the call, they've got a confirmation of the enquiry via email.

And hopefully, everyone is happy and gets an easier, better and faster service.

  Notifications

Here's where we got a bit funky.

There's more we can do here but that's for the future but for now with that captured data you can do the the following:

  Traditional email notification

All the details just get pinged via email in a format that anyone that's ever gotten a job from the old repairs@, the last incarnation of the engineer search or the new search will be familiar enough with.

If you have you email set up to what's know as "push" to your phone then even if you're out and about you'll get a notification that there's mail as usual.

In essence, there's no difference from a regular email.

This is totally free, absolutely no cost to you.

  SMS notification

This is new.

If you have a phone (or whatever) that can receive SMS, you can use this feature which is especially useful to sole traders.

There is a cost as, bluntly there is a cost to buy SMS facilities but, it is cheap although as it is not free we cannot pass it on as free and we have to levy a small charge for it.

When enabled this function sends the details of any enquiry to your device/s via standard SMS and via email as well as above.

  Rapport notification

Also new.

What happens here is that if you use Rapport and enable the function any enquiry will come straight to your dashboard and show as a call waiting to be booked. All the details are pre-populated using the information provided by the form (or from the search on UKW/WTA) so you don't even need to type it in.

All you need do is call the customer, confirm whatever you need to and book it onto the diary.

Done.

You do not need to enable this and you do not need to be a Rapport user to use any of these functions bar the Rapport one. It's completely your choice.

You can find out much more about Rapport on the dedicated website here

  Telephone Support

We added direct telephone support in 2016 that gives the users searching for repairers the ability to simply press the telephone icon to call you on the primary number. Great for mobile users that just want to give you a ring.

Like everything else, this is logged and you will now be able to see how many phone calls you get as well as logged enquiries from the system.

  More Clever Stuff

Sometimes users come up with brilliant ways to use this stuff, like Careys who have now started to use this facility in their advertising with statements such as:

Find us online at http://www.careysappliancerepairs.co.uk and book a repair online

We'd love to take the credit for coming up with that but we didn't think of it or using it as an advertisement that way, very clever though.

We now also see this form being used to book the likes of DAG calls, as you can see if you look at the form on the Careys website and, it's another clever use that we hadn't thought of.

Still smarter though, the message on Carey's answering service as an example now tells people that they can leave a message of go to the website and book it online! Even if the phone is busy, you can leave a message giving your customers the option to book online rather than waiting in a call queue, a better service.

Even for sole traders, when you might not be able to take the call as your under a washing machine, your customer can still go to your website and log all the call details that you can deal with when possible and convenient to both parties.

Like we said, better, faster, cheaper and less hassle for everyone!

We can't wait to see what other clever uses this is put to by the community of users.

Why not give it a tryout, it’s not going to cost you anything. Simply register completely for free from the button below.

 

Register to join the engineer search

 

 

  Job Weighting

We get asked a lot about how we weight the jobs in the search, often with people wondering why it is that they don’t appear, don’t appear at the top of the results or don’t get much work from the system.

Please keep in mind we are trying to deliver the best and most relevant results for both the user (primarily as we want the users to get the best service) and then also to the repair companies. However there is a formula that we feel does that best.

The obvious ones are the core values that are product type, postcode area and the make or brand. That’s where we started over ten years ago.

Over time we’ve evolved that and hones it with stuff you can see and, stuff you can’t.

Based on the core values we then weight based on trade association membership as all the TA members adhere to a code of practice and therefore should offer a higher level of service.

In the course of 2016/17 we will also be adding authorised agencies into the mix and, the authorised agent will rank higher than a non-authorised service agent.

So if you want to be at the top of the listings, you would have to be a WTA member and be the only authorised service agent for that particular brand in that specific area to guarantee that.

Our feeling being that those repairers will, in almost every single occasion, offer a better service to the user.

  Number Of Calls

We get asked about the number of calls through the system as we mentioned above and this does vary dramatically across the country.

Some regions seem to have a far higher internet use than others do and that does seem the primary reason.

It can be down to the skills and brands that the repairer in question covers.

The products sold in the area.

In short, there’s a heap of variables that we can’t control and we often will simply be guessing as to why the level of enquiries is what it is.

  Stats

In 2016 we have added statistical information to each account.

You can now see from your dashboard how many calls you’ve had, how many were missed often with the reason why becoming clear and how many phone calls you’ve had.

Our hope is that this allows you to better understand what calls were missed and why as well as letting you see just how much free work you’re getting!

  General Information

The approved appliance engineers repair the following products that are listed on the system:

  • Washing Machines
  • Tumble Dryers
  • Washer Dryers
  • Dishwashers
  • Ovens
  • Cookers
  • Hobs
  • Cooker Hoods
  • Fridge Freezers
  • Refrigerators
  • Deep Freezers
  • Chest Freezers
  • Waste Disposal Units
  • Vacuum Cleaners
  • Gas Hobs
  • Gas Ovens
  • Gas Cookers

Most appliance engineers will undertake work on most brands but there can be limitations on what appliances the engineers specialise in carrying out repairs to. Please be aware that not all engineers will repair all products and we ask that they only list the products that they are prepared to repair.

Over 10,000 repairs are searched for using our free appliance engineer search facility every year please mention how you found your local appliance repair engineer when you contact the repairer.

washing machine repairs, dishwasher repairs, fridge repair, freezer repairs, cooker repairs, oven repairs, hob repairs, fridge freezer repairs, washer dryer repairs, tumble dryer repairs

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Free Diagnostic Help

Appliance help and support forums where you can talk to actual domestic appliance engineers about washing machines, cookers, dishwashers, fridge freezers and more
  Self Repair Help

Stuck with an appliance fault or problem and need technical or fault diagnostic help? Just use our totally free to use forums for diagnostic help from appliance repair technicians.

Use our forums to get free help and assistance directly from appliance experts in our forums

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