Frequently asked questions about home appliance assistance

• Coverage of travel and logistics costs: every service visit involves immediate costs such as fuel, possible motorway tolls and vehicle running costs, including maintenance and insurance.
• Travel time: the time spent travelling to the customer’s home is part of the technician’s working time and therefore needs to be covered.
• Professional diagnosis: the technician’s work begins with identifying the fault. Even if the repair is not carried out because it is not worthwhile or spare parts are unavailable, the technician has still used their expertise and diagnostic equipment to assess the problem.
• Administrative and management costs: the charge also contributes to costs associated with managing appointments, invoicing software, administration and the organisation of the service.
• Reserved technician availability: the call-out charge ensures that a qualified professional reserves a specific time slot exclusively for your service visit.

After identifying the fault, a stage covered by the call-out charge, the technician will explain what is not working and which parts need to be replaced.

You have the right to request a document, either digital or by email, stating:

• the cost of the spare parts;
• the labour cost;
• the call-out charge;
• the expected repair time.

The repair should only begin after you have signed or confirmed the quote. This helps protect you from unexpected final costs and the technician from possible disputes.

A practical tip: if a technician refuses to provide the costs in writing or remains vague, this may be a sign of poor professionalism. Remember that, by law, you are entitled to clear information about costs.

• Cash: within the limits permitted by law.
• Credit and debit cards: via portable POS terminal for quick and secure payments.
• Bank transfer: ideal for traceable payments.
• Instalment payments: for higher-value repairs, payment by instalments can be arranged.

Yes. Every repair and every spare part installed is covered by the warranty required by law. Always keep your receipt or invoice so that you can make a warranty claim if necessary.

We understand the inconvenience caused by a faulty home appliance. We can generally arrange a technician visit within 2–3 working days of your request.

During particularly busy periods or in the case of complex faults, waiting times may vary slightly, but you will always be informed promptly when the appointment is arranged.

Yes. We give urgent requests priority. If you need immediate assistance, we may be able to provide a service visit on the same day or within 24 hours of your request.

As this is a “fast” service that requires the technician’s schedule and logistics to be reorganised at short notice, a small surcharge applies in addition to the standard call-out charge.

We cover a wide area across Lombardy and Veneto. More specifically, we provide service in:

• Province of Brescia: the whole East Brescia area, including the city.
• Lake Garda: the entire lakeside area and surrounding inland areas, on both the Brescia and Verona sides.
• Upper Mantua area: all municipalities in the northern part of the Province of Mantua.
• Veneto: the municipalities in Veneto bordering the Upper Mantua area.

Almost all our work is carried out in the customer’s home. However, if you prefer to avoid the call-out charge, you can bring the appliance directly to our workshop.

In this case, if you decide not to proceed with the repair, you will only be charged a small fee for the time spent checking the appliance, equal to half the standard call-out charge.

Your satisfaction and the quality of our work are our priorities. If the same fault reappears shortly after our service visit, we will come back promptly to check the work carried out, at no additional cost.

This reflects both our professionalism and the warranty we provide on every repair.

Yes. To provide the highest standards of expertise and reliability, we have chosen to operate as an authorised service centre for leading appliance brands.

We provide warranty assistance for Miele, Bosch, Siemens, Neff, Gaggenau and Liebherr. Being officially authorised by these brands means we can provide genuine spare parts and technicians who are continually updated in line with the manufacturer’s standards.

Yes. For appliances that are out of warranty, we can work on any brand available on the market.

Thanks to twenty years of experience and the expertise developed in the field, we are able to deal with faults on all types of appliances. Customers looking for genuine specialists can contact us with confidence: we put our expertise at the service of every customer, regardless of the appliance brand.

Yes, we also repair small appliances. For organisational reasons, however, we provide this service only for the brands for which we are an authorised service centre: Miele, Bosch and Siemens.

The decision to repair or replace an appliance depends on several factors, so there is no single answer that applies in every case.

This is why we provide genuine professional advice during the on-site inspection. Our technician will assess the age of the appliance, its overall condition and wear, and the value of the specific model with you, so you can understand clearly whether the repair is worthwhile or whether replacing the appliance would be the better choice.

Yes, we also sell new home appliances, and our customers mainly choose us because we can guide them through the purchase with accurate technical advice.

Customers who purchase from us receive an additional benefit: we provide 5 years of free in-home advice and lifetime priority service for the appliance purchased.

It is our way of rewarding the trust placed in us by providing ongoing attention and priority assistance over time.

If the washing machine starts making a loud noise, the first thing to do is stop it immediately, unplug it, turn off the water supply and contact a technician.

The type of noise can tell us a lot:

• if it sounds like an aircraft taking off, the problem is usually related to the bearings;
• a constant metallic ticking sound may indicate a foreign object inside the tub;
• a loud banging sound, as if the machine is striking the cabinet, often indicates worn or failed shock absorbers.

In all these cases, we strongly recommend contacting a professional, as DIY repairs can be risky and may cause even more serious and costly damage to the appliance.

If the interior light comes on, the appliance is receiving power correctly. In this case, the problem is likely to be mechanical or technical.

The main checks are:

• Check the compressor: it is important to determine whether the motor, or compressor, is running. If you can hear the usual humming sound but the temperature is not dropping, the fault may involve the refrigeration circuit.
• Possible lack of refrigerant: if the compressor is running but the refrigerator is not cooling, there may be insufficient refrigerant in the system.

Note about recharging: if refrigerant is missing, a recharge cannot always provide a lasting solution. If the leak is located in an internal, inaccessible part of the cabinet, the repair may not remain effective over time.

A common cause of both problems is that the water is not heating correctly. If the water remains cold, detergents do not dissolve properly and the final drying stage cannot work as intended.

The most common technical causes are:

• Heating element fault: the component that heats the water may be burnt out or heavily scaled and may need to be replaced.
• Electronic control board problem: the board may not be sending the correct signal to activate the heating system.
• Temperature sensors: a faulty thermostat or sensor may prevent the heating cycle from operating correctly.

White marks or a cloudy film on glasses are a common problem and can have three main causes:

• Limescale deposits: this is the most common cause. If the water is hard and the water softener is not set correctly, or if salt is missing, limescale can build up on the glass and create a white film.
  Quick test: if the mark disappears when you rub the glass with vinegar, it is limescale.
• Salt or rinse-aid residue: if the salt-container cap is not closed properly or too much rinse aid is being dispensed, white marks or bluish streaks may appear.
• Glass corrosion: if the marks do not disappear even with vinegar, the glass may be corroded. This can happen when temperatures are too high or detergents are too aggressive for lower-quality glass; in this case, the damage is permanent.

If the interior light and fan come on, the appliance is receiving power correctly. In this case, the lack of heat is usually caused by an internal component.

The main causes are:

• Failure of an individual heating element: most ovens have two or three heating elements: upper or grill, lower and circular. If the oven heats only partially or takes a very long time to reach temperature, one of these elements may have failed and need replacing.
• Faulty thermostat: if the oven does not heat at all, the thermostat may no longer be sending the activation signal to the heating elements, or the safety thermostat may have tripped because of overheating.
• Electronic control board problem: in modern ovens, the control board manages the cooking cycles. A fault in the board relays may prevent power from reaching the heating elements.

If the flame lights but goes out immediately when you release the control knob, the problem almost certainly involves the hob’s safety system.

The main causes are:

• Faulty or dirty thermocouple: the thermocouple is the small metal pin next to the flame. It is a safety sensor that detects heat; if it does not warm up correctly or is faulty, it shuts off the gas supply to prevent accidental leaks.
• Control knob not travelling far enough: sometimes the knob touches the hob surface or fascia before it can be pressed fully down. This prevents the valve from activating correctly.
• Dirt or oxidation: food or grease residue can build up on the thermocouple and prevent it from detecting the flame temperature quickly enough.

Yes. Our qualified technicians regularly install built-in home appliances, including dishwashers, ovens, hobs and refrigerators.

Because these jobs require the appliance to fit correctly into the kitchen furniture and to be connected safely to water, electrical or gas supplies, we provide a professional installation service that includes:

• Positioning and fixing: to ensure stability and correct alignment with kitchen doors and worktops.
• Technical connections: carried out safely and in accordance with current regulations.
• Final testing: we check that the appliance is operating correctly before considering the installation complete.
• Removal of the old appliance: on request, we can arrange collection of the old appliance to make replacement easier.

Yes. We can provide guidance to help you identify the home appliance that best suits your needs.

Yes. Our sales service is integrated with our technical assistance, so we can continue to support you after your purchase.

The cost depends on the type of fault and the components involved. A diagnosis allows us to assess the required work accurately.

When necessary, we use genuine spare parts or high-quality compatible components selected to provide reliability and a long-lasting repair.

We recommend checking the power supply first. If the problem persists, request technical assistance.

In most cases, yes, especially when the fault involves specific components and the oven is not too old.

The cost depends on the type of work required. You can request an initial assessment.

The problem may be caused by the power supply or by internal components of the appliance.

Yes, especially to ensure that work on gas or electrically powered appliances is carried out safely.

Often, yes, especially when the hob is relatively new and the fault involves specific components.

Yes. We recommend acting quickly to prevent food from spoiling and to limit possible damage to the appliance.

Often, yes, especially when the fault is limited to a specific component and the appliance is otherwise in good condition.

Possible causes include dirty filters, blocked spray arms, the amount or type of detergent used, or a technical fault in the appliance.

Often, yes, especially when the fault is limited and the appliance is not too old.

The cost depends on the type of fault and can be determined more accurately after a technical diagnosis.

Possible causes include a blocked filter, a fault with the drain pump or a malfunction in the internal drainage system.

In most cases, repair is worthwhile, especially when the fault is limited to a specific component and the appliance is not too old.

The cost varies depending on the type of fault and the components involved. You can request an initial assessment to obtain an indication of the likely cost.

We provide assistance for a wide range of brands and work to high technical standards. For further details, see the section dedicated to the brands we service.

Yes. Top Assistance is an authorised Bosch service centre and works with specialist technicians, following the technical procedures specified by the manufacturer.

We provide assistance for a wide range of Bosch home appliances, including washing machines, dishwashers, tumble dryers, refrigerators, freezers, ovens, hobs and extractor hoods.

Where specified by the manufacturer, we use genuine Bosch spare parts selected to ensure compatibility and correct operation of the appliance.

Yes. We service both products covered by warranty, in accordance with the manufacturer’s conditions, and out-of-warranty Bosch appliances, subject to a technical assessment.

We mainly operate across East Brescia, Lake Garda, the Upper Mantua area and surrounding areas.

You can contact Top Assistance by phone or complete the form on the Contact page, indicating the type of appliance and the problem you are experiencing.

Yes. Top Assistance is an authorised Siemens service centre and follows the technical procedures specified by the manufacturer, with qualified technicians who receive ongoing training.

We provide assistance for washing machines, dishwashers, tumble dryers, refrigerators, freezers, ovens, hobs, extractor hoods and other Siemens home appliances.

Yes. Where specified by the manufacturer, we use genuine Siemens spare parts selected to ensure reliability, compatibility and correct operation of the appliance.

Yes. We service both products covered by the manufacturer’s warranty and out-of-warranty Siemens appliances, assessing the most appropriate work in advance.

We generally arrange the service visit within a few working days. When booking, we always provide a clear indication of the expected timescale.

We mainly operate across East Brescia, Lake Garda, the Upper Mantua area and surrounding areas.

Yes. Top Assistance is an authorised Neff service centre and follows the technical procedures specified by the manufacturer, with qualified technicians who receive ongoing training.

Yes. We repair both built-in and freestanding Neff appliances, taking the utmost care throughout every stage of the repair.

Yes. Where specified by the manufacturer, we use genuine Neff spare parts selected to ensure compatibility, reliability and correct operation of the appliance.

Yes. We provide assistance for both products covered by the manufacturer’s warranty and out-of-warranty Neff appliances, assessing the most appropriate solution on a case-by-case basis.

We provide assistance for ovens, hobs, extractor hoods, dishwashers, refrigerators, freezers, washing machines, tumble dryers and other Neff home appliances.

We mainly operate across East Brescia, Lake Garda, the Upper Mantua area and surrounding areas.

Yes. Top Assistance is an authorised Miele service centre and follows the technical procedures specified by the manufacturer, with qualified technicians who receive ongoing training.

We provide assistance for washing machines, tumble dryers, dishwashers, refrigerators, freezers, ovens, hobs, extractor hoods and other Miele home appliances.

Yes. Where specified by the manufacturer, we use genuine Miele spare parts selected to ensure compatibility, reliability and correct operation of the appliance.

Yes. We service both products covered by the manufacturer’s warranty and out-of-warranty Miele appliances, assessing the most suitable technical solution for each service visit.

An authorised service centre follows the technical procedures specified by the manufacturer and has the expertise required to work correctly on the brand’s appliances, using genuine spare parts where specified.

We mainly operate across East Brescia, Lake Garda, the Upper Mantua area and surrounding areas.

Yes. Top Assistance is an authorised Liebherr service centre and follows the technical procedures specified by the manufacturer, with qualified technicians who receive ongoing training.

We provide assistance for Liebherr refrigerators, freezers, wine coolers and other refrigeration appliances designed for domestic use.

Yes. Where specified by the manufacturer, we use genuine Liebherr spare parts selected to ensure compatibility, reliability and correct operation of the appliance.

Yes. We service both products covered by the manufacturer’s warranty and out-of-warranty Liebherr appliances, assessing the most appropriate work according to the type of fault.

Yes. We carry out a complete diagnosis of the appliance to identify the cause of the malfunction and restore correct operation in accordance with the procedures specified by the manufacturer.

We mainly operate across East Brescia, Lake Garda, the Upper Mantua area and surrounding areas.

Yes. Top Assistance is an authorised Gaggenau service centre and follows the technical procedures specified by the manufacturer, with qualified technicians who receive ongoing training.

We provide assistance for ovens, hobs, extractor hoods, refrigerators, wine coolers and other Gaggenau home appliances designed for domestic use.

Yes. Where specified by the manufacturer, we use genuine Gaggenau spare parts selected to ensure compatibility, reliability and correct operation of the appliance.

Yes. We service both products covered by the manufacturer’s warranty and out-of-warranty Gaggenau appliances, assessing the most appropriate technical solution for the work required.

Yes. We carry out a complete diagnosis of the appliance to identify the cause of the malfunction and restore correct operation, following the technical procedures specified by the manufacturer.

We mainly operate across East Brescia, Lake Garda, the Upper Mantua area and surrounding areas.

The problem may be caused by blocked filters, a dirty condenser, inefficient moisture sensors or a fault in the heating system. A technical diagnosis can identify the exact cause.

Very long drying times can be caused by restricted airflow, dirty filters or ducts, an excessive load or components that are not operating correctly.

A lack of heat may be caused by the heating element, heat pump, temperature sensors or electronic control board. We recommend stopping use of the appliance and requesting a technical check.

A drum that does not turn may be caused by the belt, motor, mechanical supports or an electronic fault. A technician can identify the faulty component and assess the repair.

Leaks may be caused by the water container, drain hoses, condensation circuit or an internal blockage. It is important to identify the source quickly to prevent further damage.

Whether repair is worthwhile depends on the age of the appliance, the type of fault and the cost of the components. After diagnosis, the cost of repair can be compared transparently with the cost of replacement.

The cause may involve the refrigeration system, sensors, internal ventilation or door seal. A diagnosis can determine which component is not operating correctly.

Excessive temperature fluctuations may be caused by faulty sensors, frequent door opening, insufficient ventilation or problems with the refrigeration circuit. It is also worth checking that the appliance is positioned correctly.

A small amount of condensation can be normal under certain conditions, but if it is excessive or persistent it may indicate a problem with the door seal, ventilation or temperature setting.

Unusual noises may come from the compressor, fans or internal vibrations. If the noise is new, loud or continuous, we recommend a technical check.

Yes. We can diagnose and repair both built-in and freestanding wine coolers, taking into account the specific technical characteristics of each model.

Often, yes, especially for higher-quality or relatively recent appliances. The decision depends on the fault, spare-part availability and the overall condition of the wine cooler.

The problem may be caused by the thermostat, sensors, compressor, door seal or refrigeration circuit. Prompt diagnosis can help prevent food from spoiling.

Excessive ice build-up can be caused by air entering the appliance, worn door seals, a fault in the defrost system or frequent door opening.

The alarm indicates that the internal temperature is above the expected level. This may be caused by a door left open, a large amount of recently added food or a fault that requires a technical check.

Leaks may come from the defrost system, blocked drains or abnormal ice formation. It is important to identify the cause before the problem becomes worse.

Noises that differ from normal operation may be related to the compressor, fans or internal components. A check can distinguish normal operating sounds from a possible fault.

Repair is often worthwhile when the fault is limited to a specific component and the appliance is otherwise in good condition. The assessment depends on its age, the type of problem and the cost of spare parts.

Reduced extraction may be caused by saturated filters, blocked ducts, a worn motor or electronic problems. Maintenance or a technical diagnosis may restore performance.

Noise and vibration may be caused by dirty filters, an unbalanced fan, loose fixings or motor wear. We recommend dealing with the problem before it becomes worse.

The problem may involve the lamps, transformer, switch or electronic control board. After checking the power supply, the component that needs replacing can be identified.

The frequency depends on use and on the type of filter. Grease filters should be cleaned regularly, while activated-carbon filters should be replaced in accordance with the manufacturer’s instructions.

Saturated filters, insufficient power, blocked ducts or an incorrect configuration can reduce the effectiveness of the hood. A check can verify both extraction and recirculation performance.

Often, yes, especially when the fault involves the motor, controls, lights or filters and the hood structure is still in good condition.

It is a service designed to check the condition of home appliances, identify signs of wear and reduce the risk of unexpected breakdowns through inspections and preventive maintenance.

Checks may cover components subject to wear, technical cleaning, connections, seals, drains, ventilation systems and the appliance’s overall operating efficiency.

The service can be considered for the main categories of domestic appliances, adapting the checks to the technical characteristics and needs of each appliance.

The appropriate frequency depends on the type of appliance, intensity of use, age and the manufacturer’s recommendations. After the first inspection, the technician can recommend a suitable schedule.

It is not possible to prevent every fault, but regular checks can identify wear, blockages and abnormalities at an early stage, reducing the risk of unexpected downtime and more costly damage.