Frequently Asked Questions

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What is Neli and how does it work?

Neli helps customers diagnose and repair their own home appliances through video chat. Read more about how we work here.

How much does it cost?

Read about our pricing here.

Where do I start?

You can book your appointment today! Just click here to get started.

What do I get for a diagnosis?

By the end of the appointment you should be aware of resolution to your problem (if possible) and the replacement parts (if needed) needed to repair it.

What if my appliance is under warranty?

If your appliance is under warranty, we recommend you call the company responsible for the warranty repair. We are not responsible for warranties that are voided due to using our service. Neli also cannot send accept parts on behalf of the manufacturer warranty and send these parts to you. Manufacturer warranties such as LG or GE do not send parts to customers, so while Neli can send you a diagnosis that you may share, we cannot accept parts on your behalf.

What do I get for a repair?

Your technician guides you through the installation of your replacement parts that you have on hand.

How long do I have with the technician?

Appointment lengths are determined by the appointment type, which you can see when booking. Typically, diagnoses are one hour, and a part installation an hour and half.

Can I just start with a Part Installation?

Yes! You may choose either Part Installation or Diagnosis without any prior appointments. We recommend starting with a diagnosis to ensure you have the correct part. You can get started here.

What if the technician cannot help me repair my appliance?

You may be entitled to a refund depending on the appliance and length of time taken.

What if I have a non American made machine?

Neli helps fix all makes and models, but it will depend on your specific appliance.

¿Qué pasa si solo hablo español?

Neli tiene técnicos que hablan español.

Do you communicate in languages other than Spanish and English?

Neli operates in over 40 different languages through text-chat.

What if I like the tech that helped me diagnose the problems and I would like to use the same tech for the repair?

You can schedule an appointment with your preferred tech. Just go to the Book Appointment page.

Am I in any danger with the repair?

Our technicians have a safely checklist they go through with the customer before the diagnosis or part install begins. They can also email you a safety list as well upon request.

Can I buy the part I need through you?

Neli partners with Marcone to get you manufacturer-authorized parts. Call 833-876-0900 and choose extension 5. You will speak with a knowledgeable representative who will take your order over the phone and have it shipped to your door.