Reply To: Prediagnosis, best methodology if your not supplied with a model #

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#12939
Susan BrownSusan Brown
Keymaster

Hi Ashton,

We’re aware that some service companies are using a different method of scheduling service calls, without getting model numbers / attempting prediagnosis.

That’s obviously not our preferred way of doing service, as it decreases first call completes and increases time at the job looking at the schematics for the first time. You also have to hope that the tech sheets are still on the appliance and haven’t been removed by someone along the way.

We haven’t had very many customers get irritated by having to look for a m/n tag. We always explain why it’s in their best interest for us to have it ahead of time. If they are filling out our online service request form, we have a link to a helpful page at RepairClinic that shows common locations. If it’s over the phone, our CSR knows how to guide them to find it. They always have the option to find it after the call and get back in touch, so they don’t feel under pressure.

Our sister site Appliantology.org has an excellent repository of manuals and tech sheets. If you earn Master Certification, you’ll get a free Alumni membership there! However, the docs you need may or may not be available for immediate download while you’re on a job if the physical sheets have been removed from the appliance.