Get the support you need

Appliances are growing more complicated, with more electronic controls and, device-to-device communication and remote user control on the way. That makes competent problem diagnosis a challenge. Still, the cost to support a product over its expected working life is built into its price. Here are tips to consider:

Do your homework

Before you contact the company for repairs, read the manual's troubleshooting section and also check the manufacturer's or retailer's Web site for frequently asked questions (FAQs) and other guidance.

Web sites such as apwagner.com, easyapplianceparts.com, and repairclinic.com offer advice as well as parts if you're handy enough to tackle a repair, you understand the risks, and the product is beyond the warranty. (Unauthorized repairs void many warranties.) At the very least, learning what isn't the problem can shorten a call to tech support.

Consider the causes

Since some appliance breakdowns come gradually and are due to maintenance, consider that a simple fix such as replacing the filter in a refrigerator's water dispenser can save a phone call. Sudden breakdowns are more likely due to part failure, but detailing exactly what the product was doing prior to the breakdown, such as broiling salmon fillets in your range, can speed a technician's diagnosis.

Keep your cool

Dealing with a faceless company over several phone calls can be frustrating, and it may be the best reason some survey respondents are willing to pay more for appliances bought at a local, independent company.

Either way, recognizing that the technician with whom you're speaking didn't build your faulty product, and behaving accordingly, can go a long way.