It was a straightforward call. The customer said his wife had broken the door latch on their Whirlpool Duet washer (GHW9200LW).
I told the customer I’d come by at 1:00 PM, and actually got his address this time. This gave me about 3 hours to do my research.
I immediately found the manufacturer’s technician training manual posted on the internet. Also researched my part costs and shipping costs/times to give the customer some options.
I spent a few minutes turning my tool stash upside down looking for a torx 20, finally finding one as part of a kit of bits I bought at a yard sale.
Yes, I actually went on the call. I actually went into the customer’s house. It was a really nice house.
The customer showed me the laundry room and said, “There it is.” I looked over and the washer and dryer were stacked, and believe it or not for a few, faintly awkward seconds I didn’t know which one was the washer. But I quickly read wash/spin on the washer dial and began to work.
The diagnostic was so straightforward, it was over before I knew what happened. The customer had told me the washer had been very overloaded, went out of balance, breaking the hook. I had immediately seen the broken door hook and removed it. I told him my flat rate labor charge, gave him the part cost estimate and the shipping options. He wanted the next day. He wanted it fixed.
When I got home, I ordered the door hook along with the door lock, from repairclinic.com, which lets you return electrical parts. I didn’t want to be caught there with a repaired door hook and the door lock was still broken if this guy wanted it repaired the next day.
I then made out my first ever invoice, printed on my inkjet. (It had only been 3 days since my “dress rehearsal” call, and I had ordered my invoices, but they hadn’t arrived yet.)
I then hit my Uncle Harry training materials on those types of front loaders, and he had exactly what I needed – door latch replacement and detaching the boot.
Let’s see what happens tomorrow!