How to Describe Your Appliance Problem to a Technician

When you call a repair company and say "my fridge isn't working," the tech has zero useful information. When you say "my fridge's freezer is fine but the fridge section is at 55 degrees and there's ice buildup on the back wall," the tech probably already knows the diagnosis before arriving. Better descriptions mean faster, cheaper repairs.

1. When did it start?

Sudden failure points to a component that broke. Gradual decline suggests wear or buildup. "It stopped working Tuesday night" vs. "it's been getting worse over the past month" tells a tech completely different things.

2. What exactly is happening (or not happening)?

Be specific. Not "it's broken" but:

• "It runs but doesn't heat"
• "It starts the cycle but stops after 10 minutes"
• "It makes a grinding noise during spin cycle"
• "The top rack comes out clean but the bottom rack is still dirty"

3. What sounds or smells are there?

Sounds are diagnostic gold. Record a video of the sound on your phone if you can. Key sounds to describe:

• Clicking: Often a relay or start component trying to engage
• Grinding/rumbling: Usually a bearing or motor issue
• Buzzing: Could be a valve, fan, or compressor
• Squealing: Typically a belt or drum roller
• Banging/thumping: Usually worn shock absorbers or an unbalanced drum

Smells matter too. Burning smell, chemical smell, mildew — each points to different problems.

4. Are there error codes?

If your appliance displays an error code, write down the exact code. "It shows an error" is not helpful. "It shows F5E2" is diagnostic gold. See our guide on how to read error codes.

5. What have you already tried?

Tell the tech if you've already power cycled it, cleaned the filter, checked the breaker, or done anything else. This prevents them from repeating steps and saves time.

If you're booking a video diagnosis or calling a repair company, capture these:

• Model number label — a close-up photo
• The error code display — screenshot or photo
• Any visible damage — frost buildup, water leaks, burned elements
• Video of the sound — 15-30 seconds of the appliance running
• The area around the appliance — shows the tech what access is available

Poor: "My washer is broken, can you come fix it?"

Great: "My Whirlpool front-load washer (model WFW5605MW, 3 years old) shows F5E2 and won't start. The door seems to close fine but I hear the lock clicking repeatedly. I've tried unplugging it for 5 minutes — same error when I plug it back in."

The second description gives a tech everything they need. They know the part to bring, the approximate time needed, and can quote accurately.

Preparing for a video diagnosis? The same details apply — the better you prepare, the more we can accomplish in 15 minutes.