Appliance repair call intake checklist
Capture model and serial numbers, symptoms, warranty status and likely parts before the visit.
In appliance repair, the second trip is the expensive one. The technician diagnoses the fault, the part is not on the truck, and the customer waits days for a return visit. Good intake will not prevent every second trip, but it often makes the difference between a one-visit fix and a two-visit job. This checklist is for independent appliance repair shops.
1. Identify the appliance exactly
- Appliance type: refrigerator, freezer, dishwasher, washer, dryer, range, oven, cooktop, microwave, ice maker.
- Brand.
- Model and serial number. Tell the customer where the label usually is for that type, and ask for a photo of it.
- Fuel type for cooking and drying appliances: gas or electric.
- Built-in or freestanding, and how it is installed, for example a panel-ready dishwasher or a stacked washer and dryer.
- Approximate age, if the customer knows it.
2. Capture the symptoms
Ask what the customer sees, hears and smells, not what they think is broken.
- What does the appliance do or not do?
- Any error codes on the display? Ask for a photo.
- Noises, leaks, or smells. If the customer smells gas, tell them to leave the home and call the gas utility or 911 from outside. Do not book it as a routine repair.
- When did it start? Constant or intermittent?
- Anything recent, such as a move, a power outage, or a new installation?
3. Check warranty and ownership
- Is the appliance under a manufacturer's warranty or an extended service plan? If so, the customer may need to go through that provider. Explain this before booking.
- Is the customer the owner, a tenant, or a property manager? Record who approves the work.
- Is there a home warranty company involved? Record the claim number and the company's process if you work with them.
4. Look up likely parts before the visit
- Use the model number to check the service literature and parts lists you have access to.
- Based on the symptoms, list the likely parts and check whether they are on the truck or in stock.
- If a likely part is uncommon, check supplier availability before the visit, so you can tell the customer the honest timeline.
5. Set expectations
- Explain how your company charges for diagnosis, using your own published policy.
- Tell the customer that if a part must be ordered, a return visit will be needed, and how you will schedule it.
- Ask for access: the appliance pulled out, if it is safe, or space around it; for washers and dishwashers, whether there is water to drain.
- Confirm the arrival window and send a written confirmation.
6. Schedule for the route
- Group appointments by area.
- Book longer diagnostic jobs, such as sealed-system refrigerator problems, where there is room in the day.
- Assign jobs to technicians with the right experience for the brand and appliance type.
7. On-site record
The technician records:
- Model and serial number confirmed.
- Diagnosis and test results.
- Parts used, and parts ordered with part numbers.
- Photos of the problem and the labels.
- Repair-or-replace recommendation, with the reasons.
8. Parts orders and return visits
- Order parts the same day with the job number.
- Record the expected arrival date.
- When the part arrives, contact the customer to schedule the return visit.
- Check the part matches the order before the visit.
- If the part is delayed, tell the customer with the new date.
9. Repair or replace conversations
- Give the customer the repair price and the facts: age, condition, and part availability.
- Do not pressure. Let the customer decide.
- Record the decision in the job.
10. Close the job
- Test the appliance through a full cycle where practical.
- Invoice sent or payment collected.
- Any parts warranty terms recorded.
- Thank-you and review request.
11. Review monthly
- How many jobs needed a second visit, and why?
- Which parts caused the most return visits? Should they be on the truck?
- Were model numbers captured at intake for every job?
Where software fits
A complete intake record, with model numbers, photos and parts status, makes it easier to fix on the first visit and to schedule the second when needed. Monaxion is appliance repair CRM, scheduling and dispatch software that captures calls and texts, keeps photos and parts notes with the job, and prepares confirmations and parts-arrival messages your team approves before sending. Book a demo to set up your intake questions in it.
Published 2026-10-31 · General guidance only; follow the codes, labels and rules that apply where you work.
🔒 SOC 2 compliant · 🛡️ HIPAA ready posture · ✅ Human approval on every message