Preparing for a technician visit
A little preparation shortens the visit and improves the odds that the repair is finished in one trip. None of it is difficult. Here is what helps, in the order it matters.
Before we arrive
- The model and serial number. Send them when you book. They let us check parts availability and bring likely parts. The model number guide shows where the label usually is for each appliance type.
- A description of the symptom. What it does, when it started, whether it is constant or intermittent, and any error code on the display, exactly as shown. A short video of a noise is worth more than a description of one.
- Photos. The appliance in place, the label, and any leak, burn mark or damage. For installations, a photo of the connections.
- Clear the space. Empty the dishwasher, take the laundry out of the washer, clear the counter above a cooktop and the floor in front of the appliance. We need room to pull the machine out. If the fridge must be moved, take fragile items off the top.
- Keep evidence. If a washer leaked, leave the towels where they were until we have seen the pattern. If the fridge is warm, do not empty it entirely; a thermometer reading helps.
- Water and power. Know where the shut-off valves and the breaker panel are. We will not need you to touch them, but it saves time if you can point.
Access, parking and pets
- Tell us about parking: permit zones, visitor spots, a loading area for a condo, or a driveway that is blocked.
- For condos and apartments, tell us about buzzers, concierge, elevator booking and any building rules on service hours.
- Put pets in another room. It is safer for them and for the technician, and it keeps fur out of the appliance while it is open.
- An adult needs to be present for the whole visit to approve the quote. [POLICY FOR TENANTS AND PROPERTY MANAGERS ON APPROVAL BY PHONE TO BE CONFIRMED.]
What happens on arrival
- The technician confirms the symptom with you and runs the appliance where it is safe to do so.
- Diagnosis: the appliance is opened and inspected, not glanced at. This is the $89 diagnostic.
- You get a one-page written finding: the symptom, what was observed, the cause, the recommended repair with parts, labour and total, and a verdict on whether the repair is worth doing.
- You decide. If you approve, the $89 is waived and the repair is done from the van stock or on a second visit if a part must be ordered. If you decline or we recommend replacing, you pay $89 plus tax and keep the finding.
- After the repair, the appliance is tested with you, the space is left as we found it, and the invoice states the warranty terms: 90 days on labour and on parts we install.
What to have ready in Gatineau
The same list. Quebec's consumer-protection rules require a written estimate for repairs over $50; the finding is that estimate, and the $89 is the amount you are told before the visit. If your building or lease requires the landlord's approval for repairs, arrange it before the visit so the quote can be approved on the spot.
Questions
Do I need to be home?
Yes, or someone who can approve the quote. The diagnostic ends with a decision, and we will not start a repair without approval. [PHONE APPROVAL POLICY TO BE CONFIRMED.]
Should I unplug the appliance before you come?
If it is leaking, smoking, tripping the breaker or sparking, yes, and stop using it. Otherwise leave it as it is so the technician can see the fault.
What if the fault doesn't happen while you're here?
Intermittent faults are common. A video or a note of when it happens helps. If nothing can be found, the finding says what was checked and what to watch for, and the $89 applies.
How long will the visit take?
We do not quote a time, because it depends on the appliance and the fault. Clearing access and having the model number ready is what shortens it.
Can you repair it on the first visit?
Often, when the part is common and on the van. If it must be ordered, the repair finishes on a second visit and the $89 is still waived once it is completed.
Related
Sources
Reviewed 2026-09-24.
Book a diagnostic
$89, waived when you repair with us. Written finding on every visit.
Online booking is a request. We confirm the appointment by text or phone within 1 business hour.