Service Home | Documentation | Request Service
Q: Will your technician come to my home (or site)?
A: Yes, due to size and weight of the products we service, usually on-site service recommended and preferred.
Q: Is there a charge to come to my home (or site)?
A: Due to the expenses involved in performing on-site service, we must charge a separate fee for on-site service for non-warranty and some warranty work outside of our normal service area.
Q: Can I bring my product into your store for service.
A: You may bring your product to one of our specified service depots provided you have made an appointment prior to bring in the product.
Q: Will bringing my product to a service depot eliminate a travel fee?
A: Yes, you will eliminate travel fees by bringing your product to a service depot, however, most customers find that the on-site service and associated fees are more reasonable than the expense and effort involved to bring your equipment to one of our depots.
Q: What are your hours for on-site service?
A: We schedule techs between 9am – 4:30pm Monday thru Friday
Q: Do I have to wait at my house all day for a scheduled appointment?
A: No. If you prefer, we will narrow the service time to a morning (9am – 1pm) or afternoon (after 12pm) window for your convenience. If you have a tight schedule, you may request that our technician contact you ½ hour prior to arrival so you may meet him or her at your home.
Q: Do your technicians carry all the parts needed to fix my equipment?
A: No. Each technician is authorized to service all major brands we carry, and all lines and models from each manufacturer, both past and current. Models change every few years and many times we service equipment 10 years old. It would require millions of dollars worth of inventory at each service depot location. Even if this were possible, transporting even all the components for your specific machine and the other machines he would be scheduled to work on that day would be impossible.
Q: Will my repair always require a separate trip for a diagnosis and another one for repair?
A: No. Many times problems can be rectified without parts. Other times, technicians have extremely common, smaller parts on hand and can repair your machine in one trip. If your machine requires parts the technician does not have on hand, they will likely have to be ordered, however and a return repair trip made.
Q: Will I be charged a travel fee if the technician makes two or more trips to my home (site).
A: If it is based on a diagnostic and a repair trip, yes. These are considered legitimate trips and a travel fee would apply to each individually for on-site service. If an extra trip is ever made to your home (site) for a reason such as a mis-diagnosis or an incorrect part, you will not be charged for this extra trip, and would only be responsible for the legitimate trip(s) whether they be diagnostic or repair.
Q: Can your tech bring the right part if I explain the problem when scheduling the appointment?
A: We do our best to recommend and coordinate parts in order to have them available prior to service trips if at all possible, but our call center was established to handle administrative tasks and do not have the technical background necessary to diagnose problems over the phone. Even the most experienced of technicians will not be able to make a phone diagnosis the majority of the time as there are tests and checks required to determine the cause of most problems. In general, a tech must be on site to make an accurate diagnosis.
