Servicing and Repairs (COVID-19)
As the Coronavirus lockdown continues, we’d like to tell you about the steps we’re taking to ensure the safety of our customers, employees, trade partners and suppliers and help prevent the spread of the virus, whilst strictly adhering to government guidelines.
We take our role in the community seriously and are strictly following the guidance issued by the government and health authorities, and adjusting our policies and procedures in line with the latest advice:
We have severely reduced capacity in our Field Service Engineers and are prioritising our efforts to visit only the most critical Lacanche consumer groups (the vulnerable, over 70s,) with ranges that have a critical fault and this will be managed on a case by case basis as it is dependent on Field Service Engineers capacity within your area.
As a duty of care to our customers and the Lacanche Engineer, if anybody in a customer’s property is self-isolating, or shielding as a result of Coronavirus, we will be unable to visit you until the isolation period is over. This is to protect our Engineer and to prevent the spread of the virus to other customers. Anyone calling to book a service visit will be asked whether they (or anyone they have been in contact with) have Coronavirus symptoms or a positive test result ahead of each booking.
For service visits that can go ahead, our Engineers are strictly following government guidelines. They are carrying hand sanitiser and will thoroughly wash their hands at the start and end of each visit. They will also be wearing a face mask. Before arriving at your home, the technician will call you to ensure you are still comfortable with the visit going ahead. The technician will also discuss the following requirements with you to ensure the visit can go ahead safely:
- They need to use the external door nearest to the Lacanche range.
- They must be able to wash their hands before and after carrying out the repair.
- Maintaining a 2-metre distance, the engineer will discuss the issue with the range.
- They will ask you to stay in another room for the duration of the visit.
- The Engineer will clean with antibacterial wash any surfaces that he touches.
- They won't ask you for a signature once the visit is completed to avoid contact.
- Any payment required will not be taken by the Engineer. Once the engineer has left your property, the service centre will contact you to take a card payment.
- If at any point our technician believes that entering your home could be a risk to you, them or other customers, the visit will be aborted and rescheduled.
Do you have a service enquiry?
Please use our Service Enquiry Form.
It is always nice to know that your Lacanche range cooker will always be maintained to the highest standards. Lacanche technicians are fully trained by Lacanche and are Gas Safe Registered. They are all employed directly by Fourneaux de France Ltd and have over 25 years of combined experience of Lacanche.
Your Lacanche is not a latent heat cooker (on all of the time), and so, therefore, an annual service is not mandatory for its correct functioning. However, it is designed for heavy use and to last for many years. Therefore, once it is out of its initial three year warranty period, you may wish to consider a number of options we offer to help maintain your cooker in top condition:
If you are experiencing a problem with your Lacanche then the first thing to do is to contact our Service Department by using our website contact form.
This is a service call for the UK mainland (excluding Highlands & Islands). The charge is £140.00 including Vat, which includes the first 30 minutes on site. Thereafter the charge is £21.00 including Vat per 15 minutes or part thereof. Parts are chargeable. All parts fitted are genuine Lacanche spare parts and are covered by 1 year warranty.
If your cooker is out of warranty and you would like to have it serviced, we offer two service packages:
The engineer carries out a full service of the cooker. Any parts required are charged at a discount of 10% from the standard price. Regardless of the age of your Lacanche you will receive a 12-month full warranty covering all electro-mechanical parts. The Premier Service is charged from £230 including VAT.
Alternatively, if your Lacanche 3 year warranty has recently expired, you may wish to extend the warranty for a further 12 months. This Extended Warranty covers all electromechanical parts, callout and breakdown labour for 12 months. The cost of the Extended Warranty starts from £252 (including VAT)
Note: The term electromechanical is used with the intention of differentiating faults concerning the workings and functionality of the product (which are covered by warranties), as oppose to problems with the exterior or aesthetic of the product such as chipped enamel or damage caused by lifting the product by the handrail (which are not covered by the warranties).