What to Expect From a Video Appliance Diagnosis

If the idea of diagnosing an appliance over video sounds weird, you're not alone. Most people haven't done it before. But after 15 minutes, virtually everyone says the same thing: "Why didn't I do this first?" Here's exactly what to expect.

What to have ready:

• Your model number. This is the single most important thing. It tells Simon exactly what components your appliance uses. Take a photo of the rating plate (usually inside the door or on the back).
• Good lighting. If the appliance is in a dark corner, grab a flashlight or lamp. Simon needs to see clearly.
• A charged phone. The session is via video on your phone or computer. Make sure you have enough battery for at least 20 minutes.
• Access to the appliance. If there are things blocking it, move them before the call. Simon may ask you to look behind or under the appliance.
• The error code (if there is one). Write it down before the call.

A 15-minute Diagnosis session (or 30-minute Guided Repair session) follows this general flow:

Minutes 1-3: Describe the problem

Simon will ask you to describe what's happening: when it started, what symptoms you're seeing, what sounds it makes, and what you've already tried. Be specific — "it makes a clicking sound every 30 seconds" is more useful than "it's making noise."

Minutes 3-10: Visual inspection

This is the core of the diagnosis. Simon will ask you to:

• Show him the appliance from different angles
• Open panels or doors so he can see inside
• Listen for specific sounds (put your phone close to the source)
• Check for frost patterns, water leaks, or visible damage
• Read error codes from the display
• Turn the appliance on/off so he can observe the behavior

Minutes 10-15: Diagnosis and recommendations

Simon will tell you:

• What's wrong (the specific component that failed)
• What it will cost to repair (parts + labor estimate)
• Whether you can fix it yourself or need a pro
• Whether the repair is worth it based on your appliance's age

Within a few hours, you'll receive an email with a written diagnosis report that includes:

• The diagnosis — exactly what failed and why
• Specific part numbers you can order
• Estimated repair cost (DIY and professional)
• Repair-vs-replace recommendation
• Step-by-step repair instructions (if applicable)

This report is yours to keep and share with local repair companies for quotes.

It happens — about 15% of problems require hands-on testing that can't be done over video (like checking electrical continuity with a multimeter). If Simon can't give you a definitive diagnosis, you get a full refund. No questions, no hassle.

Choose your tier — $49 Diagnosis (15 min, find out what's wrong) or $79 Guided Repair (30 min, diagnosis + Simon walks you through fixing it). Both include the written report and money-back guarantee. Book your session here.