A virtual appliance diagnostic session is a live video call with a certified appliance technician, designed to give you professional insight before you commit to parts, repairs, or replacement. There are two session types, depending on what you need: Quick Virtual Diagnostic Session (15 minutes) This session is best for homeowners who want: Help identifying the likely cause of a problem A second opinion before buying parts or calling for service Guidance on whether a repair is worth pursuing Clarity on next steps without hands-on repair guidance This option focuses on diagnosis and decision-making, rather than performing the repair. Full Virtual Troubleshooting Session (30 minutes) This session is designed for DIY (Do It Yourself) homeowners who want deeper support. In addition to diagnosis, this session may include: Step-by-step troubleshooting guidance Help identifying the correct replacement part Guidance on disassembly and reassembly Answers to repair-related questions during the session Help deciding how to proceed safely and efficiently This option is ideal if you plan to repair the appliance yourself and want expert guidance throughout the process. Important Note While many issues can be identified during a virtual session, a definitive diagnosis is not guaranteed in all cases, as some problems require hands-on testing or specialized tools. If your issue isn’t suitable for virtual troubleshooting, we’ll explain why and recommend the best next step.

Many common issues with the following appliances can often be assessed virtually: Washing machines Dryers Dishwashers Electric ovens and ranges Refrigerators Some problems may still require hands-on testing, but many DIY-related issues can be narrowed down or clarified during a video session.

No. While many issues can be identified during a virtual session, a definitive diagnosis is not guaranteed in all cases. Some problems require hands-on testing, specialized tools, or physical inspection that cannot be performed remotely. If that’s the case, we’ll explain why and recommend the most appropriate next step.

If your issue isn’t suitable for virtual diagnosis, we’ll tell you honestly during the session and explain your options. This may include recommending in-home service or advising that further hands-on testing is required. You’ll never be pushed to continue if virtual troubleshooting isn’t the right fit.

To get the most out of your session, you’ll need: A smartphone, tablet, or laptop with a working camera A stable internet connection Zoom video conferencing app installed Access to the appliance Basic tools (such as a screwdrivers, hex nut drivers , a multimeter, a laser thermometer for refrigerator diagnosis) Willingness to follow guided instructions No advanced technical knowledge is required, but basic comfort with tools is important.

The full troubleshooting diagnostics sessions are best suited for homeowners who are comfortable working safely around appliances and following instructions carefully. If at any point a step is unsafe or outside your comfort level, we’ll stop and discuss other options. Your safety always comes first.

If you opt for the full virtual sessions, in many cases, yes. We can help identify the most likely replacement part or narrow it down significantly so you don’t waste money buying the wrong component. However, because virtual diagnostics are based on the information available during the session, the exact part or diagnosis cannot be guaranteed in all cases. Some issues require hands-on testing or physical inspection to confirm definitively. If there’s uncertainty, we’ll explain it clearly and help you decide the best next step before you purchase anything.

No problem. Any additional time beyond your session will be billed on a prorated per-minute basis.

No. Virtual diagnostics are not a replacement for in-home service. They are a smart first step for homeowners and DIY'ers who want clarity, guidance, a second opinion, and confidence before deciding how to proceed. If hands-on repair is required, we’ll tell you.

That’s completely fine. Many homeowners use virtual diagnostics to understand the issue first, then decide whether to proceed with DIY repair, schedule in-home service, or replace the appliance. The goal is to help you make an informed decision.

Our virtual diagnostics are backed by the same expertise used in our professional in-home appliance repair services, trusted by hundreds of homeowners. The difference is the format — not the knowledge.

Virtual diagnostic sessions provide professional guidance and time-based expertise. For this reason, sessions are non-refundable once completed. If your issue is not suitable for virtual diagnostics, we’ll explain that clearly during the session and help guide you toward the best next step.

If you’re unsure, review the “Is Virtual Troubleshooting Right for You?” section above. It clearly outlines who this service is best suited for. When in doubt, we’re always honest about whether virtual diagnostics make sense for your situation.