Before hiring an appliance repair company, customers should know how to vet them, what to ask about costs and warranties, how to prepare for a service call, and what consumer rights protect them. This helps ensure they receive transparent, high-quality service and avoid potential scams.

Before the technician arrives

• Conduct basic troubleshooting: Check that your appliance is properly plugged in and that the outlet is working. For some appliances, a simple fix might solve the problem.

• Gather information: Have the appliance's make, model, and serial number on hand. This helps the technician prepare and possibly bring the correct replacement parts.
• Make a list of issues: Write down the problems you've experienced, including any unusual sounds, smells, or specific behaviors. This helps the technician with an accurate diagnosis.
• Check your warranty: Confirm if the appliance is still covered under the manufacturer's, retailer's, or an extended warranty. This could save you from having to pay for the repair.
• Clear the area: Ensure a clutter-free and safe path to and around the appliance. This allows the technician to work efficiently.
• Secure pets and children: Keep any pets or children away from the work area to ensure their safety and not distract the technician.

• Discuss cost-effectiveness: A trustworthy repair company will give you an honest opinion on whether it is more cost-effective to repair or replace the appliance, especially if it's an older model.
• Seek referrals and reviews: Ask friends, family, and neighbours for referrals, and check online reviews on sites like Google and Yelp. A reputable company should have a track record of satisfied customers.
• Ask about warranties: Inquire about their warranty on parts and labor. Reputable companies stand behind their work with a warranty, which shows confidence in their quality of service. 

During the service call

• Ask for an invoice: Once the job is complete, ask for a detailed, written invoice. It should list all services performed, parts replaced, and costs. Review it carefully before making a payment.
• Verify payment: Confirm what payment methods are accepted and ensure all payments are documented. 
• Pre-authorize repairs: You have the right to approve any repairs before they are carried out. You are not liable for services performed without your prior consent.

• Implied warranty: In South Africa, the Consumer Protection Act (CPA) provides an implied six-month warranty on quality goods, which cannot be overridden by a store's policies. If the repair fails within three months, the service provider must fix it again at their own expense.
• Three-month warranty on repairs: The CPA mandates that any new or reconditioned parts installed during a repair, along with the labor, must be warranted for at least three months.
• Right to choose: If your appliance is still under warranty, the supplier cannot force you to repair the item if you prefer a refund or replacement instead.