Frequently Asked Questions

What is Neli and how does it work?

Neli helps customers diagnose and repair their own home appliances through chat and live phone camera sharing.

How much does it cost?

A diagnosis costs $35 and a repair costs $40.

Where do I start?

A diagnosis with Neli - that is, helping find out the source of your problem and how to fix it - costs just $35. This is because our techs work virtually with customers like you through the phone and live camera sharing. So you can show the technician your issue and chat with them, live. Our technicians guide you through the diagnosis, and if necessary, the following repair step-by-step. No experience necessary.

What do I get for a diagnosis?

You are guaranteed the resolution of your problem (if possible) and the replacement parts (if needed) for the following repair.

What do I get for a repair?

You are guaranteed the installation of your replacement part and the machine in working condition.

How long will it take to fix my problem?

That depends on the complexity of the situation. Chats take anywhere from around 30 minutes to an hour.

Can I just start with a repair?

Yes! You may choose either repair for diagnosis without any prior appointments. We recommend starting with a diagnosis to ensure you have the correct part.

Can I talk to a technician on the phone during a repair?

Yes! You may request a phone call at any point during the chat, unless otherwise specified.

What if the technician cannot help me repair my appliance?

You will receive a full refund depending on the situation.

What if technician cannot help me diagnose the problem?

You will receive a full refund.

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 repair begins. They also email you a safety list as well.

Are your technicians certified?

Yes! Each and every one of our techs are certified.

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.

Can I buy the part I need through your website?

We partner with Sears Parts Direct. They sell over 900 Brands of Parts with fast shipping. No matter where you bought it, Sears Parts Direct has the right parts. Find your part now.