Describe the problem so the right parts come along

A repair often takes two visits for one reason: the technician arrived without the part. A clear description when you first get in touch makes that less likely, and it helps the business tell you whether the job is one they take on.

Find the make, model and serial number

Most appliances and machines have a small plate or sticker with the brand, model number and serial number. It is often inside a door, around a door frame, on the back, under a lid or near the base. For phones, tablets and computers, the model is usually shown in the device's settings or printed on the case.

• Take a clear photo of the plate so you don't have to copy long numbers by hand.
• Don't remove panels or covers to find it, and don't move or pull out anything connected to gas or hard-wired electricity. If you can't see the plate, say so. The business can tell you where to look, or find it on the visit.

Describe what is happening

• What it does, or doesn't do. "Runs but doesn't heat", "won't turn on", "leaks from the front", "screen stays black".
• When it started. Did it fail suddenly, or get worse over time?
• Error codes. Write down any code or flashing light exactly as shown.
• Sounds and smells. Clicking, grinding, humming, a burning smell.
• All the time, or only sometimes? Note when it happens, such as only on one setting, or only when it is cold.
• What you have already tried. Resetting it, changing a battery, checking a filter.

Say how you would like it handled

Tell the business whether you need someone to come to you, whether you can drop it off, and whether timing is tight. If you are not sure which suits your repair, see On-site, drop-off or pickup.

Photos and video

If the business is happy to receive them, a photo of the problem or a short video of the noise can say more than a description. Ask how they would like them sent.

Leave safety-critical problems to a professional

If the problem involves gas, electrical wiring or the structure of your home, don't try to investigate it yourself. Describe what you have noticed and leave the rest to a qualified professional. You can find businesses through categories such as Electrical Repair and HVAC Repair.