Given the information about the product’s problem, information and diagnostic charts
from my book, and the information you have read in the use and care manual, as the
servicer, you will be able to perform the following steps in sequence to diagnose and
correct a malfunction. The basic steps to follow when diagnosing an appliance or air
conditioner problem are:
1. Verify the complaint. Ask the consumer what symptoms were caused by the
problem with the appliance or air conditioner.
2. Check for external factors. For example: is the appliance or air conditioner installed
properly, does the product have the correct voltage, etc.?
3. Check for physical damage. Look for internal and external physical damage. Any
damage will prevent the appliance or air conditioner from functioning properly.
Two examples are broken parts at the base of the washing machine or a damaged
cabinet that prevents the doors from closing properly.
4. Check the controls. The controls must be set to the proper settings. If the controls
are not set correctly, the appliance or air conditioner might not function properly or
complete its cycle.
5. Operate the product. Operate the appliance or air conditioner, and let it run
through its cycle. Check the cycle operation against the operational sequence of
events that is listed in the use and care manual.
6. Is the product operating properly? If it is, explain to the consumer how to operate
the appliance or air conditioner according to the manufacturer’s specifications.
7. The product is not operating properly. If the appliance or air conditioner is not
operating properly, proceed to locate which component has failed. Check the diagnostic
charts that are listed in this book to assist you in the correct direction to take.