Based on the information from Bestcare Facilities Management’s official website, yes, the diagnosis fee typically applies if you choose not to repair the unit, but there are important exceptions and conditions:
Bestcare Facilities Management’s Policy
Standard Diagnosis Fee
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Diagnosis and Assessment Fee: KES 500 – 1,500
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This fee covers the technician’s time, travel, inspection, and accurate determination of the root cause of your dishwasher problem
When the Fee May Be Waived
Bestcare Facility Management offers free diagnostics in many cases, ensuring you know the exact cost of repairs before proceeding. This free diagnostic service is typically available when:
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You proceed with the repair – Many companies apply the diagnosis fee toward your total repair cost if you approve the recommended repairs
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They cannot find the problem – If the technician cannot identify or replicate the issue, the diagnostic fee may be waived
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Commercial/hotel clients – Bestcare specifically mentions offering free diagnostics for hotel kitchen appliances repair
Industry Standard Practice
In the appliance repair industry, diagnostic fees are standard and non-refundable because:
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The technician provides labor, specialized tools, and expertise to identify the problem
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The diagnostic process itself is considered a service/product
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Technicians are paid per job and deserve compensation for their diagnostic effort
Recommendation
To avoid unexpected charges, ask about the diagnostic fee policy when you first call Bestcare at 0709 004 600 and confirm:
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Whether the fee applies if you don’t proceed with repairs
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If the fee will be applied toward your total repair cost if you approve the fix
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Whether you qualify for their free diagnostic offer