Why can't I get technical help over the phone?

A very simple question with a very simple answer. Liability. Let's explore the history of the phone call that made history. A customer was having dryer problems. He scoured the phone books and internet for technical assistance. What he found was a Large Retailer who offered Over-The-Phone Appliance Repair Technical Assistance. The gentleman was confident in his handyman ability, but needed some expert guidance. This was the service he wanted.

While servicing the dryer, and taking the experts advice, he was fatally electrocuted. Apparently, the expert had failed to tell the handyman to unplug the dryer. Now, don't go off about how the handyman should've known!!! As an appliance technician, there are times when we test LIVE appliances. But, the handyman wanted step-by-step guidance and the expert missed a step.

We are human. And there are times when we, Trained Professionals, get shocked, zapped, cut, pricked, drenched, etc. We make mistakes. So, how can we expect to guide another safely, over the phone, through machines pulsing with electricity? I could probably instruct a group of people to do one task, and half of them would interpret my directions differently. Inside an appliance, there is little room for error. There's simply too much risk and liability.

We run a Parts Store in Murfreesboro, TN at 855 West College St, Suite W. You can reach us at 615.890.4334. If you get a hold of a tech, we may try to help you diagnose which part you need, but we will never offer advice on the removal or installation of a part. This is a universal policy, dictated by that one phone call (and lawsuit) that protects all parties - the handyman, the expert, and the business.

If you have any questions, please feel free to contact us. You can reach us through Marsboro.com. We're always here to help, but we'll never jeopardize the people who keep this company running...you.