Customer Supplied Appliance Parts: Understanding Starfix’s New Policy 🔧
Can you buy your own appliance part and have Starfix install it?
Yes. Starfix now allows customer supplied appliance parts under certain conditions.
However, there are important differences between having Starfix supply the part and purchasing the part yourself.
The process always starts with a Starfix appliance inspection. First, we diagnose the appliance. Next, we identify the recommended part. Then, after the inspection fee is paid, we prepare your repair quote.
At that point, you can decide whether Starfix will supply the part or whether you would prefer to purchase it yourself.
We still recommend allowing Starfix to supply your parts. We explain why in our original article:
👉 Can I Supply My Own Parts? Here’s Why We Recommend Against It
However, we also want to give our customers a choice.
Here’s how our updated policy works.
🔎 Step 1: We Inspect Your Appliance
Before ordering any part, we need to diagnose the appliance.
An error code or symptom does not always tell us which component has failed.
For example, a washing machine that does not drain may have a pump problem. However, another component could also cause the same symptom.
Therefore, we don’t recommend buying parts before the appliance has been properly inspected.
Our technician will inspect the appliance and identify the recommended repair.
Diagnosis comes first. Parts come second.
💳 Step 2: The Inspection Fee Is Paid
Sometimes we can complete the repair during the first visit.
If you approve the repair and we complete it during that visit, we do not charge a separate initial inspection fee.
However, sometimes we need to order a part.
In that situation, the initial inspection fee becomes due.
After the inspection invoice has been paid, our office researches the required part and prepares your repair quote.
Want to understand our inspection process?
👉 Learn how Starfix inspection fees and repair fees work
📄 Step 3: We Send You the Repair Quote
Once we complete our research, we send you the repair quote.
The quote may include:
• The recommended repair
• Required parts
• Labour
• Applicable inspection credit
• Total repair price
Now you have a choice.
Option 1: Starfix Supplies the Part
You approve the quote and Starfix orders the required part.
Option 2: You Supply the Part
You decide that you would rather purchase the identified part yourself.
If you choose to supply your own part, you must tell us before proceeding.
📢 Customer Supplied Appliance Parts Require an Updated Quote
This is an important part of our new policy.
The original repair quote assumes that Starfix will supply the part.
Therefore, if you decide to purchase the part yourself, please contact our office.
Do not use the original repair quote as the labour-only price.
Instead, tell us that you want to supply the part.
We will then prepare an updated labour-only installation quote.
The process is simple:
- Starfix inspects the appliance.
- You pay the inspection fee.
- We identify the recommended part.
- We send you the repair quote.
- You tell us that you want to supply the part.
- We send you an updated labour-only quote.
- You approve the updated quote.
- You purchase the part.
- We schedule the installation after the part arrives.
This keeps the pricing and responsibilities clear before anyone proceeds.
🛒 You Are Responsible for Customer Supplied Appliance Parts
If you purchase the part yourself, you are responsible for that component.
Before ordering, make sure:
✔ The part number is correct
✔ The part is compatible with your appliance
✔ The part is new or in the condition you expect
✔ All required components are included
✔ The part arrives without damage
✔ You understand the seller’s return policy
✔ You understand the seller’s warranty
Two parts can look identical online and still be different.
For this reason, always compare the actual part number and specifications.
⚠️ Customer Supplied Appliance Parts Do Not Have a Starfix Parts Warranty
This is one of the biggest differences between the two options.
When Starfix supplies the part, the repair receives the applicable Starfix warranty coverage.
However, Starfix cannot provide a parts warranty on a component supplied by the customer.
We did not purchase the component. Therefore, we cannot control:
• Where it came from
• Its quality
• Its condition
• How it was transported
• How it was stored
• Whether it is OEM, aftermarket, rebuilt or used
• The warranty offered by the seller
If the seller or manufacturer provides a warranty, that warranty remains between you and the seller or manufacturer.
🔧 Why Can Labour Cost More When You Supply the Part?
Starfix will provide an updated labour-only quote before the installation.
That labour price may be higher than the labour portion shown in a complete Starfix parts-and-labour repair.
Why?
Because installing customer supplied appliance parts creates additional risk.
Starfix cannot control the quality, condition or reliability of a component we did not source.
Therefore, the two quotes are not directly comparable.
One quote includes a Starfix-supplied part.
The other involves installing a component supplied by the customer.
The responsibilities and risks are different. As a result, the labour pricing may also be different.
🔄 What Happens If Your Part Is Defective?
Suppose you order the part.
We install it.
Then the part turns out to be defective.
Because you supplied the component, Starfix’s parts warranty does not apply.
You may need to:
• Contact your supplier
• Arrange a warranty claim
• Return the defective part
• Purchase or obtain another part
• Schedule another Starfix appointment
Additional inspection or labour charges may also apply.
📦 What If the Part Has to Be Removed?
Your supplier may require you to return a defective component.
In that case, the part may need to be removed from the appliance.
Starfix can assist when appropriate. However, removal is a separate service.
Additional labour may apply for:
• Removing the defective part
• Inspecting the appliance again
• Installing another part
• Additional technician visits
The original installation price does not include future removal and reinstallation of a customer-supplied component.
⚙️ What Is a Cascading Appliance Repair Issue?
There is one more possibility customers should understand.
Although it is rare, fixing one appliance problem can sometimes reveal another problem.
We call this a cascading appliance repair issue.
Appliances contain many components that work together. Sometimes one failed component prevents the technician from testing another part of the appliance.
For example:
- One component fails.
- The appliance cannot continue its normal cycle.
- We identify and repair that confirmed problem.
- The appliance can now continue operating.
- A second issue becomes visible.
The technician could not necessarily identify the second problem during the first inspection because the appliance could not reach that stage of operation.
This does not automatically mean the first diagnosis was incorrect.
The first problem may have been hiding the second one.
🔗 What Happens If a Second Part Is Needed?
If repairing the first problem reveals a second issue, we need to address that issue separately.
The technician may need to:
• Identify the secondary problem
• Determine which additional part is required
• Prepare another repair quote
• Return to complete the additional repair
If you choose to continue supplying your own parts, the same process applies.
You would purchase the newly identified part. Then, once the correct part arrives, another technician visit would be arranged.
Additional labour or inspection charges may apply.
Fortunately, cascading issues are not the normal outcome. However, they can happen.
💡 Why Don’t We Replace Possible Secondary Parts at the Same Time?
Because that could mean replacing perfectly good components.
We don’t believe in replacing parts simply because they might fail.
Instead, we diagnose the problem the appliance is actually demonstrating.
Then we repair the confirmed issue and test the appliance again.
This approach helps avoid unnecessary parts and unnecessary repair costs.
🧐 What If You Find the Part Cheaper Online?
You may find a part online for less than the amount shown on your Starfix repair quote.
That’s your choice.
However, make sure you’re comparing the same thing.
Before ordering, ask:
✔ Is it the exact same part number?
✔ Is it OEM or aftermarket?
✔ Is it new, used or rebuilt?
✔ Does it include everything required?
✔ Can you return it?
✔ Who provides the warranty?
✔ Who pays return shipping?
The lowest purchase price does not always mean the lowest total repair cost.
💰 Will Buying My Own Appliance Part Save Money?
Sometimes it may.
Sometimes it may not.
Remember that the customer-supplied labour quote may be different from the labour included with a Starfix-supplied repair.
There can also be additional costs if:
• You order the wrong part
• The part arrives damaged
• The part is defective
• The part must be removed
• Another part must be installed
• Another inspection is required
• A cascading issue is discovered
• Another technician visit is needed
Consider the complete repair process, not only the online price of the part.
⭐ Why Does Starfix Still Recommend Supplying the Part?
It gives us more control over the repair process.
When Starfix supplies the part, we can match the component to the appliance information and our diagnosis.
We also have a clearer process if there is a problem with the part.
For these reasons, we still recommend allowing Starfix to supply the required components.
Read our complete explanation:
👉 Why Starfix recommends against supplying your own appliance parts
However, our updated policy gives you another option.
Your appliance. Your decision.
👍 Customer Supplied Appliance Parts: The Bottom Line
If Starfix supplies your part:
✔ We source the required component
✔ We manage the ordering process
✔ Applicable Starfix warranty coverage applies
If you supply your own part:
✔ Tell Starfix before purchasing the part
✔ We provide an updated labour-only quote
✔ You are responsible for the component
✔ Labour pricing may be different
✔ Starfix does not warranty the customer-supplied part
✔ Supplier warranty claims are your responsibility
✔ Additional visits or labour are separately chargeable
✔ A cascading issue may require another part and another visit
Most importantly, you get to make the decision.
We’ll inspect the appliance, identify the recommended repair and provide the information you need to choose.
📍 Starfix Appliance Repair Service Areas
Starfix Appliance Repair serves:
West Vancouver, North Vancouver, Vancouver, Burnaby, New Westminster, Richmond, Delta, Tsawwassen, Surrey, South Surrey, White Rock, Langley, Langley City, Langley Township, Maple Ridge, Pitt Meadows, Port Moody, Port Coquitlam, Coquitlam, Mission, Abbotsford, Cultus Lake, Chilliwack, Sardis, Rosedale, Agassiz, Harrison Mills, Ruby Creek, Hope.
📞 Have Questions About Customer Supplied Appliance Parts?
We’re happy to explain your options before you decide.
📞 Call Starfix Appliance Repair: 604-900-2105
🌐 Visit Starfix.ca
Our goal is to diagnose the problem, explain the options and help you make an informed repair decision.
