1. An accurate Diagnosis
   • An accurate diagnosis is a necessity for handling claims prevent callbacks. While maintaining accuracy virtually is more difficult, endeavor to provide full and complete information on all possible problems with a particular machine.
   • Please use all resources available for the most accurate virtual diagnostic possible.
2. A complete diagnosis
   • A complete diagnosis, with all possible repairs and outcomes is necessary for warranties when handling claims. Give your best determination using tech resources when virtually diagnosing appliances.
   • Include part numbers and prices for part numbers at retail, not wholesale
3. Note on the diagnosis if:
   – Customer couldn’t connect to video chat or refused to do so and only wanted phone call
   – Customer was unhelpful/belligerent/insulting

Note how long the repair will take with recommended parts (best guess)

• Issue Resolved on Call
• Easy Self Repair Level 1
• Complex Self Repair Customer willing to fix Level 2
• In Person Technician Recommended Level 4
• Complete Unit Replacement Recommended Level 5