Education | Appliance Repair Service FAQ

Education

Guinco Penguin

How to Prepare For A Service & What To Expect

At Guinco, we’re dedicated to creating an educated public. We’ve racked our brains and written a quick guide to preparing for your technician visit, as well as a few FAQ’s for each appliance you could run into.

We know how stressful a broken appliance can be, and we’re here to do anything in our power to alleviate that stress by all means possible.

  • Note Your Product Brand and Serial Number

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  • Note Your Product Brand and Serial Number

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  • Note Your Product Brand and Serial Number

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  • Note Your Product Brand and Serial Number

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Frequently Asked Questions

What appliance brands do you work on?

We work on Whirlpool brand appliances and service Whirlpool, Kitchenaid, Jenn-Air, Maytag, Amana, Roper, Gladiator and Estate.

Do you service my area?

To see if we service your area, please use our online search tool http://guinco.com/services/. If you happen to fall just outside of our borders, please call, we may be able to accommodate you.

Does your tech call before arriving?

If special requests are required for your appointment, please be sure to share this with your customer service representative when you’re setting up your service appointment.

Will your tech be able to complete the repair today?

On average we complete 80% of our service calls on our first trip. Our calls go through a pre-screening process to make sure our technicians are fully equipped to service your appliance. However, sometimes parts need to be ordered.

What types of payments do you accept?

We accept cash, check and all major credit cards.

Do I have to be home to receive service?

We prefer a person 18 years or older to be present during repairs. However, if someone is unable to do so, we can still repair your appliance if special arrangements are made. Be sure to let a customer service representative know when scheduling your appointment.

How do I cancel an appointment?

If you are wanting to cancel your appointment, the best way to reach us is by phone at 817-568-2866 or fill out an online form at http://guinco.com/contact/.

Do you sell parts?

We do sell parts. You can order parts for pickup or delivery. Deliveries are subject to additional fees.

What happens if the technician doesn’t have the part?

On average we complete 80% of our service calls on our first trip. Our calls go through a pre-screening process to make sure our technicians are fully equipped to service your appliance. However, sometimes parts need to be ordered. Should we need to return with a part, there will be no additional travel fees.

Do you have a warranty policy?

Yes. If a repair is completed and the part that we replaced fails again, it will be fully covered within one year. A diagnosis is good for 30 days should you choose not to go with the repair.

Do you service evenings or weekends?

3:00 - 6:00pm is our latest service appointment available. We are closed on Sundays and only under certain circumstances will we service on Saturdays.

Is there a way to expedite services?

It varies. We do have a cancellation list that may have the capability of bumping up your time. Be sure to ask your customer service representative.

Can I drop off my appliance to you to repair?

Yes. We have a $75 upfront fee if/when you choose to drop off an appliance. Please call us and speak with a representative to set up a time.

Do you call 30 min before the appointment?

You will receive an automated phone call whenever the technician has completed the job prior to yours to notify you that they’re on their way.

Where are you located?

Our offices are located at 5073 Martin Luther King Freeway, Fort Worth, Texas 76119. However, our technicians service the DFW metroplex and Oklahoma City, so we most likely have a service technician living in your same area. To see if we service your area, visit http://guinco.com/services/.

Are you open on holidays?

We observe all major holidays and our offices are closed during the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day

How do I reset an appliance?

If you have access to safely remove the electrical plug from the outlet, unplug for 30 seconds and replug back in. This should reboot your appliance. If you cannot access your plug, you may turn the breaker off for 30 seconds and turn back on. Either method may reboot your appliance.

My washer and/or dryer shakes a lot. How can I fix this?

Be sure to make sure that your appliance is sitting level and check the legs. Also, be sure to check if the legs are overextended. If it is level and the legs are all even, you may have something off balance in the unit. We recommend having a certified technician evaluate the appliance to provide a proper diagnosis and repair.

My washer is putting off a bad odor. What can I do?

We recommend using Affresh to clean your appliance once per month. If Affresh or another cleaning solution hasn’t been used on an older unit, a professional clean from a certified technician may be required.

My washer is leaking. How do I fix this?

Stop the current load and shut off the water supply to your washer. Also, note where the water is leaking from. Be sure to give us a call to have a certified technician come and assess the appliance.

My washer and/or dryer shakes a lot. How can I fix this?

Be sure to make sure that your appliance is sitting level and check the legs. Also, be sure to check if the legs are overextended. If it is level and the legs are all even, you may have something off balance in the unit. We recommend having a certified technician evaluate the appliance to provide a proper diagnosis and repair.

My clothes are taking a long time to dry. Why does this happen?

If your dryer is warming but your clothes are not drying, you may have one of these issues: http://guinco.com/is-your-dryer-not-drying/. You may also contact http://www.dryerfighter.com/ to assist.

Do I really have to clean my lint trap in the dryer every load?

Yes. If you do not regularly clean your lint trap it can become a fire hazard.

My dishwasher won’t start. HELP!

First and foremost, make sure your door is securely shut. If it is, does your dishwasher have an on/off switch located near it? Also, be sure to check your breaker first. If your dishwasher still will not turn on, the best thing to do is have a certified technician come out and assess the appliance and provide a proper diagnosis.

There are water spots on my clean dishes. How can I get rid of them?

Try using a rinse aid in addition to your dishwasher soap. If this does not clear the issue, give us a call. You can also read more about which soaps to use and how to properly load your dishwasher, here: http://guinco.com/lets-chat-about-dishwashers-soap/

There is an awful smell in my dishwasher. What’s causing it?

Sometimes it can be as simple as food in your filter causing the awful smell. Try some of these tips in one of our blogs; http://guinco.com/suffering-dishwasher-drain-pain/. We also recommend using Affresh once per month to help battle the odor. If there is still an odor, give us a call.

My dishwasher is leaking. What do I do?

Stop the current load and turn off the water supply to the dishwasher under the sink. Also note where the water is leaking from. Be sure to give us a call to have a certified technician come and assess the appliance.

How often should I clean under the refrigerator?

Please refer to your use and care guide for your particular model for cleaning requirements.

Why is my refrigerator leaking water?

If your refrigerator is leaking water, this could be due to a clogged drain tube in your fridge. It is recommended to have a certified technician assess the repairs needed.

Why isn’t my refrigerator cooling?

There are several different causes of a refrigerator not cooling properly. The door could have accidentally been left open, there may be issues with the seal system or the fan may not be running correctly. It is best to have a certified technician come and assess the situation.

Why are my surface burners not heating on my cooktop?

You are most likely not receiving the proper voltage. There could be voltage issues at the breaker or even the plug. A certified technician will be able to evaluate the issues and provide a proper diagnosis.

Why are my surface burners not heating on my cooktop?

You are most likely not receiving the proper voltage. There could be voltage issues at the breaker or even the plug. A certified technician will be able to evaluate the issues and provide a proper diagnosis.

My oven temperature doesn’t match the gauge. Is there a way to calibrate?

If your temperatures are not accurate and you’re not utilizing a mercury thermometer make sure the food you’re cooking is properly before you call for service. You can also read more about calibrating here: http://guinco.com/lets-chat-really-preheat-oven/

FAQ's on the way.

Check back soon!

Why is there buildup and frost in my freezer?

Please check your freezer to ensure that your doors are closing properly. If they are, this is most likely due to an air leak in your freezer. The best thing to do is to have a certified technician evaluate your freezer to make sure it is repaired properly.

My freezer isn’t cooling. What can I do?

Have a certified technician come out and evaluate your freezer.

How do I clean my ice machine?

Be sure to check your owner’s manual for the proper way to clean your specific ice maker. You may also purchase a cleaning solution specifically for ice maker care or contact Guinco if you’re in need of a deep clean.

FAQ's on the way.

Check back soon!


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