Frequently Asked Questions
Scheduling Your Appointment
Can you add notes for the technician?
Of course, we want our techs to be as informed as possible about your needs and your appliance issues.
What can I do to make sure the tech has all they need to complete the repair?
We’ll do most of the prep to triage your appointment and stock the appropriate parts on our truck. As long as you’ve provided the details we asked for, including the model and serial number of the appliance, you’ve done your job. If you really want to ensure the appliance is repaired on the first visit, we encourage you to schedule one of our virtual visits. They’re only $49, they could save you the appointment altogether if we fix it over the phone, and if not, the $49 is applied to the $149 service call fee for us to come out.
How do I find my model and serial number?
It will be in the last place you look, so don’t give up. Check out our article on finding them, and you can text us a picture when you find it.
How long are the appointment windows?
We set the first appointment of the day between 8 and 9, and every window after that is 3 hours. We use windows to give our technicians the time they need at each stop to fix the appliance issues they find the same day.
What if I’m not sure I really need someone to come out?
We are one of few appliance repair companies who offer online virtual visits, because sometimes there’s a quick fix or you just want a second opinion. We’ve offered support to customers in the South Pacific, the Caribbean, and more. And if you’re within one of our service areas, we’ll even apply the $49 charge for the remote visit toward an in-home repair if needed.
Do you do emergency repairs after hours or on weekends?
We do not provide emergency service after hours, but we will do all we can to work you into our schedules earlier if you have a desperate need. We also perform repairs on Saturdays, but we schedule them in advance during the week.
Can I request a specific time or window?
We initially set most calls as all-day appointments, then set our techs’ routes the prior afternoon and contact you with the timeframe. If the window we provide doesn’t work, we can often adjust.
Preparing for Your Appointment
Do I need to be home for the appointment?
We strongly encourage you to be home. Our technicians don’t just need access to the appliance, they also need access to your firsthand knowledge of what’s happening with the appliance, what you’ve tried, how you typically use it, etc. Your insights are a critical part of the troubleshooting process, since it helps our techs determine where to start their diagnostics. We also want you to have the opportunity to talk through the estimate with your tech before agreeing to work.
How do I make the tech feel comfortable so they can do their job?
If it’s important to you to be a good host, check out our article on the dos and don’ts for making service calls less awkward.
Do you already have the part in stock?
We carry many parts on our trucks and in our warehouses. We even partner with a major appliance parts distributor to house one of their warehouses onsite at our office, so yeah, we try to come prepared.
Do I need to put pets away?
Our techs are mostly animal lovers, but still, please put Rover away. We don’t want to get bitten, or worse, have your dog carry off a technician’s tool or a part from your appliance (I wouldn’t say it if it hadn’t happened!)
Should I turn off the appliance before you come?
No. Well, maybe. If it’s a refrigerator, keep that sucker plugged in unless it’s belching smoke. If it’s an oven, please don’t use it for at least an hour before the tech shows up, because it’s hard to work on a hot stove and that may delay your repair.
What happens if I miss your call?
Generally, we show up anyways. Exceptions exist if you’re a long drive from our normal service area, but we get it, we don’t answer calls from weird numbers either. If you want your phone to recognize the number, use the following link to download our contact file to your phone to set us up as a contact: https://shorturl.at/hQf0C
Can I get a text instead of a call (or vice versa)?
Yes, we’re flexible. We can text you, call you, email you, whatever you want! The important thing is, we will keep you updated about the status of your appointment and when we’re on our way.
Will the technician call before arriving?
Yes, of course. Our techs typically reach out about 15 minutes prior to arriving, though we can offer up to 30 minutes notice if you need it.
Our Qualifications
Do you use genuine parts?
Yes, we work closely with all major parts distributors as well as the manufacturers to ensure the fastest and most reliable repairs.
Are you authorized to do warranty work on my appliance?
We have strong relationships with most manufacturers and are authorized to provide warranty service for many major brands. If in doubt, give us a call and we’ll check.
Do you perform a background check on technicians?
Yep! Background checks, driving records checks, regular drug screenings, you name it. We make sure we’re sending the best of the best to your home.
Are your techs licensed and insured?
Very much so. Appliance repair is a risky business, and that’s a great reason to call a trustworthy company with decades of history.
What are the qualifications of your techs?
Our technicians are factory trained and certified, ensuring they’re up to date on the latest and greatest in appliance technology. In addition, each tech has been certified through the venerable Master Samurai Tech Academy, and they have all other certifications necessary for the job. We try to stay on the very cutting edge of the appliance industry.
Fees & Payment
Do you offer a warranty on labor and parts?
We sure do! Our parts and labor are guaranteed for 90 days, and our diagnostic visits are guaranteed for 30 days.
Do you offer any other discounts?
Yes, we offer a 10% discount to seniors and veterans.
Do I get a discount if I pay cash?
No, but there is a small surcharge if you pay with credit card.
What payment options do you accept?
We prefer check or credit card (American Express, Discover, MasterCard, Visa). We’ll also take cash, but our techs can’t make change.
When do I pay? Will I receive an invoice?
We collect at the time of service and accept cash, check or credit card. We are more than happy to supply you with a receipt showing the work that was completed.
Is there a cheaper option?
If you’d like to try and save money, we encourage you to schedule one of our virtual visits. They’re only $49, they could save you the appointment altogether if we fix the issue over the phone, and if not, the $49 is applied to the $149 service call fee for us to come out. Ultimately, our philosophy is that you get what you pay for. If you want the support of real appliance experts who will quickly deliver repairs guaranteed to last and who won’t hit you with hidden fees or absurd markups on parts, don’t skimp.
How much does a technician visit cost? What’s included in the fee?
While there are some variations for high-end appliances or longer commutes from our office, we usually charge a $149 service call fee. The service call charge includes the tech’s trip to your home, their time spent diagnosing the issue (no matter how long it takes), and The Appliance Blue Book estimate to repair. We’ll make sure you get your money’s worth.