neb:

networkn:

 

Had to agree to a call out fee for assessment but at least they are promptly attending.

 

You've got to see it from their point of view too though, while I agree that it's annoying to have to work your way through to someone who can understand the problem, they're probably dealing with endless calls from people where the real problem is that they've had a mate who knows a bit about electricity wire it up for them and is now blaming the appliance, or the homeowner has wired an EV charger into the same circuit because it's the highest-rated one in the house, or who knows what else has happened. So part of the trick is figuring out how to phrase the problem report in such a way that they understand it's not the usual user error, e.g. by throwing in various trade terms when describing what you've done to diagnose the fault. Some years ago for example I had a support-call conversation change completely when I (a) realised I was now talking to an engineer rather than a customer support person and (b) mentioned using a spectrum analyser, it actually got technically useful at that point.

That is not my complaint. I expect there to be a requirement to assess the fault. 

My issue is that the whole thing can be dealt with by saying;

"We charge an initial call-out fee, which covers the travel and time for an initial assessment. If we find that the issue is a manufacturing fault, and your device is covered either by warranty or CGA, we will refund your assessment fee".