1What information does MGR Appliance require from customers when they request service?
- Contact information
- Model and serial number
- Problem description
- Days available for a service appointment
- Proof of Purchase (Receipt) if the unit is under warranty
2Why does MGR Appliance need the model and serial numbers
Having the model and serial number of your appliance in advance helps us come better prepared, including equipping our service truck with the necessary parts to increase the likelihood of completing the repair on the first visit.
3How does MGR Appliance schedule the appointments?
You can book an appointment online, via email, or by phone. If you schedule through our website or email, a customer service representative will follow up with a text or email to gather more details or confirm your appointment. While we aim to finalize all appointments during the initial contact, there may be times when we need to consult with a technician for a more accurate estimate.
We organize our technicians' routes the day before to ensure timely and efficient service. Once the routes are set, a customer service representative will reach out to you with your four-hour time window. Barring any unforeseen delays from earlier appointments, our technicians usually arrive at the start of the scheduled window.
If you prefer a specific time for your appointment, you can request a “First Call” slot. This is the first appointment of the day and is the only one we can guarantee in advance. However, please note that these slots may be booked weeks in advance and might not be available for urgent issues. Additionally, since our technicians start their day from the furthest location and return to Burbank or Santa Clara, we may not be able to schedule a First Call for service requests close to our office.
4How does MGR Appliance prepare for the visits?
After you submit a service request, our triage team reviews all the information provided. With their field technician experience, they can often identify the issue before arriving at your home. Based on their assessment, they’ll equip the service truck with the likely necessary parts for your repair. If a part that might be needed isn’t in stock, we’ll make an effort to special order it in time for your appointment.
However, until the technician is on-site and able to inspect the appliance, they can’t be certain of the exact problem. Therefore, each service call starts with a diagnosis and an estimate, which must be approved before any repairs are made. If additional or specialized parts are needed after the technician begins the diagnosis, and if the technician needs to return to complete the repair, you won’t be charged another service call fee.
5What can you anticipate during a service appointment?
Your appointment date and time will be confirmed the day before, along with the name of your assigned technician, who will text you when they're on their way. During the visit, the technician will wear boot covers and gloves upon request and will use protective measures such as rugs, sliders, or air sleds to safeguard your floors. Before starting any repairs, the technician will provide an estimate and will only proceed once you approve it. Technicians use cell phones for diagnostics, estimates, parts ordering, and managing appointments, so you can expect to receive your final invoice via email the day after the service. If you prefer a hard copy, let us know, and we can mail it to you. Following your appointment, you’ll receive a text to ensure you’re satisfied with the service and to check if you need any additional repairs.
6What factors are included in the cost of an appointment? What do your fees cover?
Each appointment has a flat service call fee that covers both the trip and the initial diagnosis. Before any work begins, the technician will provide you with an estimate for the repairs. For most projects, we use a flat rate pricing model. If you approve the estimate, the service fee will be deducted from the total cost of the repair. However, if you choose not to proceed with the repair, the service fee will not be refunded.
7What is the warranty of MGR Appliance
If your appliance was repaired under the manufacturer’s warranty, that warranty will still cover any additional parts and labor for the remaining duration. Please reach out to us or the manufacturer directly to confirm the warranty period for parts and labor.
All out-of-manufacturer warranty repairs
- 60-day part warranty
- 30-day labor warranty
We offer a 30-day guarantee on our service call fee, meaning you only pay the flat fee once, even if multiple visits are needed for your appliance repair.
8What is the cost of sending a technician?
For appliances not covered by the manufacturer's warranty, we charge a $120.00 service fee for each repair. This Dispatch Fee is required at the time of scheduling and covers the cost of sending a certified, factory-trained technician to your home, and a diagnosis of the appliance. If you approve the repair estimate, the service fee will be deducted from the total repair cost. If you decide not to proceed with the repair, the service fee will not be refunded.
9Can I get a repair estimate over the phone?
Yes, you can get an estimate over the phone, but it depends on the brand and the issue with the appliance. Because some repairs are complex, we may not be able to provide an accurate repair price until after the technician has completed the initial assessment.
10Does the technician bring parts on the first visit?
Our aim is to complete the repair in a single visit. Technicians carry a broad selection of parts in their vehicles and our full-time technical support team reviews each call before dispatching. While we strive to have the necessary parts available, this depends on factors such as part availability and having complete information about the appliance before the service.
