The moment they say it should be under warranty
It might be. Coverage depends on the part, the install date and whether it was registered, so the tech will check all of that on the visit.
Yes, that should be covered.
Do you have the install date or any paperwork? A photo of the label on the unit helps too.
We will sort it out when we get there.
If it turns out not to be covered, the visit is the normal service call, and I would rather you know that now than at the door.
Do not worry about the cost.
What decides coverage, and what to ask them for
- The install date, from paperwork, an old invoice, or the label on the unit.
- Whether the equipment was registered with the manufacturer after it was installed.
- Who installed it, because a labor warranty belongs to whoever did the work.
- Which part failed, because the part warranty and the labor warranty can be different lengths.
- The model and serial number, so the tech can check before arriving where possible.
When it turns out not to be covered
The part is covered, but the labor is not, so here is what you would pay for the work itself.
Warranty does not cover anything.
The warranty ended last spring. Here is the repair price, and here is the paperwork showing the date.
Sorry, you are out of luck.
The three ways this goes wrong
- Saying 'it should be covered' to be kind. The invoice turns that kindness into a broken promise.
- Arguing about the warranty on the phone. Nobody has the facts yet, including you.
- Letting the tech discover at the door that the customer expected a free visit. That conversation belongs on the phone.
Warranty questions go wrong when coverage is guessed. Say what decides it, ask for the paperwork, and tell them what happens either way before anyone arrives.
I answer the phones for contractors, and when a caller mentions a warranty I ask for the install date and model before the visit is booked. callbobai.com