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One short form. We reply the same business day, Monday through Friday.

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Photograph the model and serial sticker

Every machine has a sticker or plate with its model and serial number. It is usually on the frame near the base, at the front of the machine, or near the motor cover.
- Get close enough that every letter and number can be read.
- Make sure the photo is in focus and not covered by glare.
Photograph or video the problem, and point to it

A picture of the whole machine usually does not show what is wrong. If you know or have an idea where the problem is, point to it with your finger or a pen in the photo.
- Error code: a photo of the screen showing the code.
- Noise: a short video with sound. Point from a safe distance, or say out loud where the noise comes from.
- Belt slipping, jerking or off center: a short video of the belt. Point from a safe distance, never touching the belt.
- Broken or worn part: a close photo with your finger on the part, such as a frayed cable, a cracked pedal or torn upholstery.
Stay safe: do not take covers off to get a photo. Keep hands away from the belt and other moving parts while the machine is running. If you smell burning or see sparks, unplug the machine and do not use it.
Have these answers ready
- The brand and model, and about how old the machine is.
- Is it under warranty? If it is under 3 years old, check with the manufacturer first.
- Is it at a home or a business?
- How many machines need service, and what type they are.
- What is it doing, or not doing, and when did it start?

Before you call for a repair

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