> ## Documentation Index
> Fetch the complete documentation index at: https://help.eeva.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# How repair triage works

> The 5-step wizard that files a repair — warranty checks, manual-based tips, and reaching a technician.

When something breaks, eeva doesn't just hand you a phone number. Triage is a five-step wizard that figures out what's wrong, checks whether it's under warranty, and looks for a fix in your appliance's actual manual before pointing you to a technician.

A guiding principle runs through it: eeva doesn't guess. Troubleshooting tips come only from your appliance's real manual. If there's no manual or no relevant tips, eeva sends you straight to a technician or the manufacturer rather than inventing steps.

<Frame>
  <Card title="Screenshot to be added" icon="image">
    triage-step-1.png — Step 1 of repair triage, "Which appliance needs repair?", with the appliance picker and the line "We'll take you through all the steps to schedule a repair."
  </Card>
</Frame>

<Warning>
  If the appliance you pick has an active safety recall, eeva stops you before the repair and points you to the recall first — the issue you're reporting could be recall-related, and a recall often means a free remedy. You can view the recall or choose to continue with the repair anyway.
</Warning>

## The five steps

<Steps>
  <Step title="Which appliance needs repair?">
    Pick the appliance that's having trouble. eeva notes, "We'll take you through all the steps to schedule a repair."
  </Step>

  <Step title="What's the issue?">
    Choose a symptom tile — the list is loaded for that appliance type — or pick Other and add a short description. A warranty banner tells you whether the repair is covered.
  </Step>

  <Step title="Try these from the manual!">
    eeva shows troubleshooting tips pulled from your manual, each with a citation to the source page. Mark a tip This worked or Didn't help.
  </Step>

  <Step title="Let's get you in contact">
    Pick an existing provider or the manufacturer's service centre, or tap Skip this step. The button becomes File repair.
  </Step>

  <Step title="Confirmation">
    You'll see "Success! This repair has been filed." Tap View repair to open its detail.
  </Step>
</Steps>

## The warranty banner

At the issue step, eeva checks your warranty and shows one of a few messages so you know where you stand before spending anything:

* **Covered:** "This repair will be covered by your warranty! Valid until \<date>"
* **Expiring soon:** "Heads up! ... it expires in N days!"
* **Expired:** "Your warranty expired on \<date>. This repair will not be covered."
* **No warranty on file:** "we're not sure if this repair is covered."

<Tip>
  If the banner says no warranty is registered, adding one gives you accurate coverage next time. See [Register a warranty](/02-your-home/warranties).
</Tip>

## Manual-based tips

The tips step is where "eeva doesn't guess" shows up most. Every tip is drawn from your appliance's manual and carries a citation to the page it came from, so you can trust it and check the source.

### A tip worked

Tap This worked. eeva files the repair as self-resolved — you're done, and it's still logged to your service history so you have a record.

### No tips or no manual

If eeva has no manual or no relevant tips, it won't make anything up. You'll see a message along the lines of "eeva doesn't guess! ... let's go straight to the experts," and triage moves you to the contact step.

## Reaching a technician

At the contact step you choose who does the work: an existing provider, the manufacturer's service centre, or Skip this step to file the repair without a contact for now. Once you confirm, eeva files the repair and takes you to the confirmation.

<Note>
  The self-resolved confirmation reads "Success! You fixed it yourself." instead of the standard filed message.
</Note>

After triage, everything happens on the repair detail — scheduling the visit, tracking progress, and marking it done. See [Repairs](/03-maintenance-repairs/repairs).