Operating Procedures

Not knowing how a company operates or not understanding what to expect when hiring help can be frustrating and a hassle. We understand that here at The Appliance Guy LLC. We want each of our clients to be informed and feel comfortable with us every step of the way. Your peace of mind is our peace of mind. Although the entire repair process from initial contact, to the diagnostic appointment, to the completion of the repair, can vary greatly depending on each individual’s needs and circumstances, we strive for an operating procedure that allows a smooth transition between appointments, expedites replacement part orders, and ensures faster turnaround times for job completion. The following steps are our standard operating practices

Requesting Service

*We do not have a physical location for clients to visit or bring appliances*

*We perform all services at the property location where the appliance is located*

*We have 3 appointment booking methods*

*All booking methods will be responded to by the following business day*

1.     Calling-In M-F 9AM-4PM @ 785.789.2992

  1. When calling in, press 0 to connect directly to our service advisor. If our service advisor doesn’t answer, DO NOT repeatedly call over and over again trying to connect with This only exacerbates the problem and backs up our phone line. Please leave a message. Our requests for service are in high demand and it is likely that our service advisor is helping another client. We return ALL voicemails and email correspondence in the order in which they were received. Please be patient as we diligently work to connect with you.
  2. If you call outside of our operating hours or on holidays when our business is closed, please email us a message or book online

2.     Emailing-In 24/7 @ Office@manhattanapplianceguy.com

  1. Once we receive your email request for service, our service advisor will call to schedule your diagnostic appointment and gather any further information necessary for your initial inspection

3.     Book Online 24/7 @ www.manhattanapplianceguy.com

  1. PLEASE BOOK FOR YOUR SERVICE AREA. Our rates vary depending on Booking an appointment online for the wrong location will slow down the process and may result in your appointment being rescheduled or canceled. If you do not see your area listed online you must call or email in to book an appointment.
  2. PLEASE BOOK FOR THE CORRECT APPLIANCE TYPE. The time it

takes to inspect or diagnose an appliance and the proper equipment and tools needed vary depending on the appliance type. Inaccurately booking

for the wrong appliance type will slow down the process and may result in your appointment being rescheduled or canceled. If you do not see your appliance type listed online you must call or email in to book an appointment.

Common Appliance Types That Are Identified Incorrectly When Booking

Stacked Washer/Dryer Sets – Stacked washer/dryer sets are washers and dryers that sit vertically (Up/Down). With a stacked washer/dryer set the dryer sits on top of the washing machine. Do not book for just a washer or just a dryer even if you only need one of the two appliances inspected. Stacked washers and dryers require two people to unstack the units to properly inspect or repair and may take more time than inspecting a single appliance. Additional rates and time may need to be scheduled to properly inspect or repair. Availability for these repairs are limited and The Appliance Guy LLC may decline service for this appliance type due to availability restrictions.

Washer/Dryer Combos – Washer/Dryer Combos are similar to stacked washer and dryer sets but are one complete unit. They cannot be unstacked or separated and share one housing and side paneling. These units often require two technicians and extensive disassembly. Additional rates and time may need to be scheduled to properly inspect or repair.

Availability for these repairs are limited and The Appliance Guy LLC may decline service for this appliance type due to availability restrictions.

Wall Ovens *Currently The Appliance Guy LLC does not offer service on wall ovens* Wall ovens are a built in appliance that require specialty tools and equipment and multiple technicians to inspect or repair. Additional rates and time may need to be scheduled to properly inspect or repair. Availability for these repairs are limited and The Appliance Guy LLC may decline service for this appliance type due to availability restrictions.

Stovetop/Cooktops – Stovetop/Cooktops refer to stovetops and cooktops that are built into the countertops in the kitchen and are stand alone appliances. These appliances are physically built and secured into the kitchen countertops. A stovetop on a freestanding range/oven should be booked as a range/oven.

  1. Once we receive your online booking request, our service advisor will call to confirm your diagnostic appointment time and gather any further information necessary for your diagnostic inspection.

We require the following information to confirm your requested appointment

  1. First & Last Name
  2. Email Address
  3. Phone Number
  4. Property Address
  5. Appliance Brand, Model # And Serial #
    • Don’t know where to find your model and serial number? Go to manhattanapplianceguy.com and click the button at the top of the page that says find my model number. This will redirect you to a website that will show where to locate your model number for your specific appliance.
  6. Description of the problem(s) you are experiencing with your (For the description of the problem, answer one or both of these questions)
    • What Is The Appliance Doing That It Should Not Be Doing?
    • What Is The Appliance Not Doing That It Should Be Doing?

 

Diagnostic/Repair Appointments

*We have 2 hour arrival time windows for all appointments*

*Diagnostic fees are non-refundable and do not apply toward the repair costs*

*Diagnostic inspection fees are $90 plus tax. Total charge $98.06*

*Repair fees vary depending on the length and extent of the repair*

*Trip Charges – Wamego $45 / Junction City $45* / Other Locations Vary

Schedule Diagnostic Appointment – Once we receive your request for service, our service advisor Ellie will schedule your diagnostic appointment for the earliest available time slot of your choosing. We operate Monday through Friday from 9am to 4pm.

*Have an availability restriction?* – Appointment times outside of our normal operating hours can be requested and may be approved under certain circumstances and special conditions. Call our office for further details.

Appointment Confirmation/Reminder – An appointment confirmation text and email with the appointment date and time will be sent immediately after the appointment is scheduled for your records and to act as an appointment

Appointment Cancellation/Rescheduling – With a minimum of 1 business day notice, you may cancel any time prior to your appointment day with no charges. Please be advised that when scheduling service with us, we take time out of a technicians’ day to call on a client’s location and service their When a client forgets, cancels, or changes their appointment without giving enough notice, we miss the opportunity to fill that appointment time, and other clients on our waitlist miss the opportunity to receive services resulting in a loss of revenue that cannot be recovered. Consequently, we reserve the right to charge an amount, at most, equal to 100% of the service call amount for any appointment missed, canceled, or changed without at least 1 business days’ notice or otherwise mutually agreed.

Technician in Route Notification – The day of the appointment, you will receive a text notification when the technician is on route to your The time it will take for the technician to arrive at your property from the time you receive the on my way notification will vary depending on where the technician is traveling from. If the technician is expected to arrive more than 15 minutes early to the scheduled appointment time, a courteous call will be given to confirm you are ready for the technician to arrive early. You (the client) are under no obligation to allow the technician to arrive early and can decline early entry to the property at your discretion. Once you receive the on my way notification, please prepare the area for the technician’s arrival by removing any obstructions or clutter in the surrounding area that may prevent the proper access to the appliance.

The Appliance Guy loves animals! If you have friendly animals that like to say hello, we welcome the interaction! If they are skittish or aggressive with strangers, please utilize this time to secure your animal(s) in another location.

Authorization Signature – Once the technician arrives, he will review our terms of service with you and obtain a signature for authorization to perform services in the home. This signature acknowledges that you agree to our terms of service and grants authorization for the technician to perform the services you request in your The technician can not inspect, diagnose, repair, or comment on any appliance without this authorization signature.

Diagnostic Inspection/Documentation – Once authorization has been granted, the technician will begin the diagnostic inspection starting with a brief conversation with you about the problem(s) you have been experiencing. If applicable, the technician will then attempt to recreate the problem to confirm what was reported is actually present at the time of inspection. Intermittent problems can not always be traced if the fault condition is not present at the time the inspection takes place. If during the inspection, the problem can not be recreated or confirmed, a diagnosis of “No Problems Found” or “Operating Properly” will be made and you (the client) will still be responsible for the diagnostic fee. If during the inspection, the technician can repair the appliance without replacement parts, he/she will happily do so at no extra charge.

Repair Estimate/Approval – If replacement parts are needed, a repair estimate will be built onsite and reviewed with you for The estimate will include a simple itemized breakdown of each expense so you can see exactly what you are paying for. In the event that replacement parts are no longer manufactured or have been discontinued, the repair estimate will recommend replacement of the appliance due to a manufacturer restriction. We have no control over a manufacturer’s supply.

Pre-Payment For Replacement Parts – We require payment upfront to order replacement parts. If approval is granted, the technician will take payment onsite by credit/debit card using a point of sale system. If you want to think on your decision or discuss your options with a significant other before approving and paying for the repair, we will send the repair invoice to the email address you provided to review and pay at your convenience. If you fail to contact us or no correspondence has been made in response to the repair invoice within 2 weeks, we will cancel the invoice. The invoice can be reopened at any time. However, keep in mind that replacement part cost and availability will change with time and the repair estimate may need to be amended. If an amendment is needed, a revised estimate of repair will be sent for approval. If at any time during the approval process you choose not to continue with repair, notify our office and we will cancel the repair invoice.

Repair Scheduling/Part Ordering – Once approval and payment of the repair invoice has been received, we will order the replacement parts and schedule the repair appointment based on the replacement parts estimated time of arrival.

If payment is received onsite during the diagnostic appointment – parts will be ordered immediately and the technician will schedule the repair appointment based on when the parts are expected to arrive.

If payment is received via an invoice after the technician has left the property, or in the event that you are not present during the inspection – we will order the replacement parts and our service advisor will reach out to you to set the repair appointment based on the replacement parts’ estimated time of arrival.

We do not have any control over our distributors inventory of available parts. If parts are in stock, parts typically arrive in 3 – 5 days. If parts are on backorder, the estimated time of arrival will be unknown. Back ordered parts can sometimes take weeks or even several months to arrive. Replacement parts are non refundable after installation and the client assumes all risk and expense associated with the purchase of the replacement parts.

Appointment Confirmation/Reminder – An appointment confirmation text and email with the appointment date and time will be sent immediately after the appointment is scheduled for your records and to act as an appointment

Repair Appointment – The technician will bring all necessary replacement parts, tools, and equipment needed to complete the repair. Once the repair is completed, the technician will test the appliance to ensure the repair is successful

30 Day Repair Labor Warranty – See our terms of service for details.

We Work With Top brands

Hours

Monday - Friday
9am - 4pm

Phone

(785) 789-2992

Address

The Little Apple
Manhattan, KS