Guidelines for Submission

For Warranty and Direct-to Customers

Expectations for a diagnosis

  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:
    1. Customer couldn’t connect to video chat or refused to do so and only wanted phone call
    2. Customer was unhelpful/belligerent/insulting
    3. How long the repair will take with recommended parts (best guess)

Expectations for a diagnosis

  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:
    1. Customer couldn’t connect to video chat or refused to do so and only wanted phone call
    2. Customer was unhelpful/belligerent/insulting
    3. Customer is willing to do the repair with guidance
    4. How long the repair will take with recommended parts (best guess)
    5. The heat index (See below)

Heat index:

  • Issue Resolved on Call
  • Easy Self Repair Level 1
  • Complex Self Repair Customer willing to fix Level 2
  • Complex Self Repair Customer unwilling to fix Level 3
  • In Person Technician Recommended Level 4
  • Complete Unit Replacement Recommended Level 5
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