FAQ

FAQ's

Everything you need to know about how Appliance Master works, and how to interact with us.

What makes this service different?

It’s a membership based appliance repair and support benefit that helps when essential household appliances and selected home electronics break down unexpectedly. One call triggers a structured process, access to approved technicians, and a managed repair workflow so you are not left searching for repairers, negotiating quotes, or dealing with uncertainty.

How do I log a repair?

In 4 easy steps. You simply call us to log the repair, we will arrange assessment and diagnosis, followed by approval before repair, and the repair is completed.

What is included?

Covered categories are defined by the active product rules, but the benefit is designed around major household appliances and selected home electronics typically found in a home, such as:

Fridges and freezers
Washing machines and tumble dryers
Stoves, ovens and microwaves
TVs and selected home entertainment devices
Other core household appliances included in the active product schedule

Support includes the organised process to assess and repair the appliance using approved technicians and suitable parts, subject to parts availability and the approved repair scope.

What is excluded?

Cosmetic damage that does not affect function, including scratches, dents and discolouration.
Wear and tear, gradual deterioration, maintenance, cleaning, or preventative servicing, including faults caused by scale build up, blocked filters, lint build up, grease build up, or lack of routine care.
Faults caused by misuse, negligence, abnormal use, poor installation, or failure to follow manufacturer instructions.
Faults caused by electrical supply issues not caused by the appliance itself, including faulty plugs, sockets, breakers, isolators, extension leads, internal wiring to the premises, and power issues within the home.
Faults caused by water supply, drainage, ventilation, or other property infrastructure issues rather than the appliance itself, including water supply taps and drainage points.
Power surge, lightning, load shedding related damage, or voltage irregularities unless specifically included in the plan rules.
Unauthorised repairs, tampering, or appliance modifications, including the use of non approved parts.
Theft, loss, fire damage, corrosion or rust, infestation or rodent damage, and external event damage unless specifically included in the plan rules.
Consumables and accessories such as filters, bulbs, batteries, remote controls, cables, hoses, trays, shelves and similar items
Software issues, configuration, data recovery, or data loss.
Pre existing faults that existed before joining, or faults that were reasonably knowable before joining, including faults that arise during an applicable waiting period.
Appliances still under manufacturer or retailer warranty, where the fault should be handled under the warranty process.
Appliances not included in the active product schedule, not located at the covered residence, not owned by the member, or used for business, commercial, shared, or non domestic purposes Indirect or consequential losses, including inconvenience, missed appointments, spoilage, or loss of use.

Still have questions?
Let’s talk.

If you didn’t find the answer you need, our team is here to help. We’ll discuss your issue, answer your questions, and identify the next step for your repair.

Still need help?

We’re here to answer your questions, understand your issue, and guide you through the process. Our agents can: