Appliance repair websites: brands, appliances and service calls

On an appliance repair website, the details that decide whether someone books are surprisingly specific: is my brand on your list, what does the service call cost and what does it cover, how long will I wait for a part, and will you handle my warranty? Answer those four plainly and most of the hesitation goes away. This guide covers how to write each one, with wording you can adapt.

Appliance and brand lists that are actually useful

Many repair sites show a row of brand logos and stop. Customers want more than that, because "we fix Whirlpool" does not tell them whether you fix their Whirlpool built-in fridge.

A clearer structure is by appliance, then by brand:

Refrigerators and freezers: Whirlpool, GE, Frigidaire, LG, Samsung, Maytag, KitchenAid. Built-in and column refrigerators: Sub-Zero and Thermador by request.

Washers and dryers: Whirlpool, Maytag, LG, Samsung, GE, Electrolux, Speed Queen.

Dishwashers: Bosch, KitchenAid, GE, Whirlpool, Miele.

Ranges, ovens and cooktops: gas and electric, including induction. GE, Frigidaire, Wolf, Viking and others.

Write only the brands you really service and adjust the list to your shop. Then add a short "what we do not repair" line. It sounds odd, but it saves everyone time and builds trust:

Commercial and restaurant equipment
Countertop microwaves and small appliances
Window air conditioners
Brands we have no parts access for

If you specialize in high-end built-in appliances, give them their own section. Owners of expensive kitchens search specifically for technicians who know those brands, and they will read a page written for them.

Plain text lists work better than logos alone. They load faster, people can read them on any phone, and Google can read them too. Using brand names to describe what you repair is common practice, but showing a manufacturer's logo can raise trademark questions, so if you want logos, check with your attorney or stick to names.

The diagnostic fee, explained so nobody is surprised

Most appliance repair companies charge a service call or diagnostic fee. Customers who do not understand it are the ones who leave angry reviews. Explain it on its own section of the site, in plain words:

What it is: the charge for a technician to come out, find the problem and give you a price for the repair.
What it covers: the trip, the diagnosis and the written quote.
Whether it is credited: many companies apply it toward the repair if the customer goes ahead. If you do, say so clearly.
What happens if they decline: they pay the diagnostic fee only, and you leave the appliance as it was.
Whether it varies: some companies charge more for out-of-area calls, weekends or high-end brands.

A short example helps people picture it: "Your dryer is not heating. Our technician comes out, finds a broken heating element, and gives you a price for the repair. If you go ahead, the service call fee comes off the bill. If not, you only pay the service call."

You can show the fee amount or not. If you do, keep it current. If you do not, say "We tell you the service call fee when you book, before anyone comes out." The guide on whether to list prices on your website covers the trade-offs.

Parts: say what happens when you do not have it on the truck

Parts are the second biggest source of frustration. Customers expect the repair to be done in one visit, and often it can be. When it cannot, explain what happens:

On the truck: say which common parts your vans carry, such as belts, igniters, door switches, drain pumps.
Ordered parts: how long they usually take to arrive, what affects that (brand, age of model, supplier stock), and that you call to schedule the return visit when the part is in.
Deposits: if you take a deposit on special-order parts, say so.
Discontinued parts: for older appliances, sometimes no part is available. Say you will tell them before ordering, and suggest options.

Customers are much calmer about a week's wait for a part when they knew it might happen. It is also worth explaining whether you use original manufacturer parts or quality replacements, and why.

Warranty work: three kinds, three answers

"Is it under warranty?" comes up on many calls, and the word means different things. Explain each on your site:

Manufacturer warranty. New appliances usually have a manufacturer warranty for the first period of ownership. Repairs under it are often done by the manufacturer's own technicians or by authorized service companies. If you are authorized for certain brands, list them and explain how the customer books a warranty repair with you. If you are not, say so kindly: "If your appliance is still under the manufacturer warranty, call the manufacturer first. If they cannot send someone, we are glad to help."

Home warranty companies. Many homeowners have a home warranty plan through a third-party company. If you work as a contractor for any of them, say which, and explain that the customer files the claim with the warranty company, which then sends a technician. If you do not take home warranty work, say that too.

Your own repair warranty. Say what you guarantee on your work: parts, labor, and for how long. This is a strong selling point and costs you nothing to write down. Keep the wording simple and match it to what you really offer. The guide on writing a guarantee or promise page you can keep helps with that.

Warranty rules can be complex. Keep your site to what you actually do, and point customers to their own warranty documents for the details.

Service calls: what the customer should do before you arrive

A short "before your visit" section makes the call faster:

Clear access to the appliance: empty the dishwasher, take wet clothes out of the washer, move items off the top of the dryer.
Have the model and serial number ready, or a photo of the sticker.
Write down any error codes or the sounds it makes.
Make sure an adult is home for the time window.
Tell us about pets.

Add your arrival window policy: "We give you a two-hour window and text when the tech is on the way." Use your own real window.

Putting it on your site

Rewrite your brand list by appliance, with a short "we do not repair" line.
Write your diagnostic fee section and place it on the booking page.
Explain how parts orders and return visits work.
Describe the three kinds of warranty and which you handle.
Add a "before your visit" checklist.

For the full set of pages an appliance repair site needs, see what an appliance repair business website needs. If your current site cannot hold all this clearly, you can see your site rebuilt first and decide once you have looked through it.