Sheet 04.2 · Terms
Questions
The questions we are actually asked on the phone, answered the way we answer them on the phone.
Cost
- What does the first visit cost?
- A flat diagnostic fee, shown in the work-order panel on every page, and it is credited toward the repair when you approve the work. Nothing else is billed before you see a written estimate.
Scheduling
- When can a technician come out?
- During shop hours, Monday to Saturday as listed in the work-order panel. We do not offer after-hours or emergency call-outs, and we would rather tell you that than promise a window we cannot hold.
Scope
- Do you work on other appliance brands?
- No. We service one manufacturer's equipment and nothing else. If your machine is another make, we will say so on the phone rather than send a technician who has never opened one.
- Are you a factory service centre?
- No. We are an independent repair company with no affiliation to, authorisation from, or endorsement by the manufacturer or its parent. The full notice sits at the top of every page on this site.
Parts
- Which parts do you install?
- Genuine OEM parts. Warranty terms for labour and parts are listed in the work-order panel, and the part number goes on your invoice so you can look it up yourself.
Access
- What should I have ready before the technician arrives?
- A photograph of the data plate showing the model and serial number, and clear access to the appliance. Tell us on the phone if the unit is panelled, undercounter, in an island or in an upper opening, and whether the floor was laid after it was installed. That decides how long the appointment needs and whether a second pair of hands has to come along.
Still unanswered
Call during shop hours and describe the symptom in your own words. The model number on the data plate — inside the door, along the frame, or behind the kick panel — is the other half of what we need. With those two things we can usually tell you on the phone whether the visit is worth booking.