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Metro TV & AppliancesWhat to Expect When We Visit Your Home
We understand the trust it takes to let someone into your home. Since 1947, we've earned that trust by treating every customer's space with the same respect we'd want in ours. Here's what happens when a Metro TV & Appliances technician arrives at your door.
Our Promise to You
Welcoming a service technician into your home is a big decision. We take that responsibility seriously. These aren't just words — they're commitments we make to every customer, every visit.
Letting someone into your home takes trust, and we never take that lightly. For nearly 80 years, we've built our reputation on treating every customer's home with the same care and respect we'd expect in our own. Your space is safe with us — that's a promise backed by decades of service.
Our technicians use shoe covers and floor protection as standard practice on every service visit. Your home stays protected from the moment we walk in.
We explain everything before we start. For out-of-warranty repairs, we provide a full estimate and get your approval before any work begins. You're never pressured.
We clean up our work area before we leave your home. Tools put away, parts packaged, floors swept if needed. You shouldn't have to clean up after us.
Before the Visit: How to Prepare
There are a few simple things you can do to help the service visit go smoothly. None of these are required, but they can save time and help our technician focus on the repair.
If possible, move items away from the appliance so our technician can reach it easily. For refrigerators, this means clearing magnets, notes, and items on top. For washers and dryers, it means moving laundry baskets or storage bins that might be in the way. Our technician can move these items if needed, but it helps if the area is accessible.
The model and serial number are usually located on a sticker or metal plate on the appliance. For refrigerators, it's typically inside the fridge door or on the back panel. For washers, it's usually inside the door or on the back. If you've already sent us photos during the triage process, we'll have this information. If not, our technician can locate it on-site.
If you have pets that might be nervous around a stranger or might get in the way of the repair, consider securing them in another room. This keeps them safe and comfortable, and it allows our technician to work without distractions.
Our technician will bring a toolbox and may need to set down parts, diagnostic equipment, or a laptop. A nearby countertop, table, or cleared floor space helps keep things organized. If no space is available, the technician will work with what's there — this is just a convenience, not a requirement.
When Our Technician Arrives
Service visits are scheduled within a confirmed time window — not an all-day wait. If we're running late, we'll call to let you know. When our technician arrives, here's what happens.
Our technicians arrive in clearly marked Metro TV & Appliances service vehicles. You'll know it's us. The technician will knock or ring the doorbell and introduce themselves by name. They'll confirm the appliance that needs service and the issue you reported.
Our technicians wear shoe covers and place floor protection under their tools as standard practice on every visit. We don't wait to be asked — protecting your home is part of how we do business. It's one more way we show respect for the space you've invited us into.
Before touching a tool, the technician will ask you to describe the issue in your own words. Even if you've already provided this information during the triage process, the technician wants to hear it directly from you. Small details — a sound the appliance makes, when the problem started, what you were doing when it happened — can change the diagnosis entirely. We listen because the customer knows their appliance better than anyone.
The technician will explain what they're about to do. If they need to pull the appliance away from the wall, open panels, or run diagnostic tests, they'll let you know before they start. You're not required to watch or stay in the room, but the technician will keep you informed throughout the process.
A note about respect: We take great responsibility when you let us into your home. This isn't just a service call — it's an invitation into your personal space, and we honor that. Our technicians are trained to be professional, courteous, and respectful. If at any point you feel uncomfortable, you have every right to ask the technician to leave. This has never happened in our nearly 80 years of business, but the principle matters: your home, your rules.
During the Repair
Once the diagnostic assessment is complete, the technician will explain what they found and what needs to be done. Here's how the repair process works.
The technician will tell you what's wrong with the appliance in plain language. Not technical jargon, not vague generalities — a clear explanation of what failed and why. If the cause isn't immediately obvious, the technician will explain what additional testing is needed to identify it.
For warranty repairs, the warranty company has already authorized the work. You pay nothing (unless your warranty requires a deductible), and the technician proceeds with the repair. For out-of-warranty repairs, the technician provides a full estimate — parts, labor, and the total cost. If you approve, the repair proceeds. If you decline, you pay only the $42.90 diagnostic deductible. You are never pressured to proceed with a repair you don't want.
Every part we install is a genuine OEM part sourced directly from the manufacturer or from manufacturer-authorized distributors. We do not use aftermarket parts, universal fit parts, or remanufactured components. This ensures the repair is reliable and protects your warranty status. Learn more about our OEM parts policy.
If the technician encounters something unexpected — an additional failed component, a complication with the installation, or a delay — they'll let you know immediately. You're not left guessing what's happening. If additional parts are needed, the technician will explain the situation and provide an updated timeline.
After the Repair
The repair isn't complete until the appliance is working correctly and you understand what was done. Here's what happens after the work is finished.
The technician tests the appliance to confirm the repair was successful. For a washing machine, this means running a full cycle. For a refrigerator, it means confirming the compressor is running and the temperature is dropping. For a dishwasher, it means running a wash cycle and checking for leaks. We do not leave until the appliance is working.
Before leaving, the technician cleans up the work area. Tools are packed, old parts are removed and disposed of properly, and the floor is swept if needed. If the appliance was moved away from the wall, it's returned to its original position. You shouldn't have to clean up after us.
The technician will review the repair with you. What part was replaced, why it failed, and what to expect moving forward. If there are any maintenance tips or usage recommendations that could prevent future issues, the technician will share them. You're encouraged to ask questions. If something isn't clear, ask again. We'd rather take the extra time to explain than leave you uncertain.
You'll receive documentation of the repair — what was done, which parts were installed, and warranty information for the parts and labor. For warranty repairs, this documentation is submitted to the warranty company on your behalf. For out-of-warranty repairs, this serves as your receipt.
See Our Team in Action
Take a look inside Metro TV & Appliances — nearly 80 years of factory-authorized service in Lincoln, Nebraska.
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Frequently Asked Questions
Yes. We require someone 18 or older to be present during the entire service visit. The technician will need to ask questions, explain the repair, and get approval before proceeding with out-of-warranty work.
Yes — shoe covers and floor protection are standard practice on every service visit. Our technicians use them automatically without being asked. It's part of how we show respect for your home.
Most repairs take 1–2 hours depending on the appliance and the complexity of the issue. If we've pre-ordered parts through remote triage, the repair is often completed on the first visit. If additional diagnosis is needed on-site, it may take longer.
If a part needs to be ordered, the technician will explain what's needed and provide a timeline for parts arrival. We'll arrange a follow-up appointment to complete the repair. For warranty repairs, there's no additional cost. For out-of-warranty repairs, you'll only pay once — not separately for each visit.
You have every right to ask the technician to leave if you feel uncomfortable for any reason. This has never happened in our nearly 80 years of business, but the principle matters: your home, your rules. If there's an issue, contact us immediately at (402) 466-9090.
No. Our technicians can move appliances if needed to access the back or sides for repair. If you'd like to clear the area in advance, it can help, but it's not required.
For out-of-warranty repairs, the technician provides a full estimate before starting any work. If additional issues are discovered during the repair, the technician will stop, explain the situation, and provide a revised estimate. You decide whether to proceed. You're never charged for work you didn't approve.
Yes. You're welcome to watch if you'd like, or you can leave the technician to work. Some customers prefer to observe, others prefer to do other things. Either way is fine with us.
Have Questions About Your Upcoming Service Visit?
If you have questions about what to expect, what to prepare, or how the process works, we're here to help. Call us at (402) 466-9090 or learn more about how warranty service works and our factory-authorized partnerships.