How far do you go to help people…

I Have just read a shocking post in one of the public forums with regard to where are the carbon brushes on a hoover ,EastlMark quite rightly suggests getting a professional to look at it and gets short shrift ,I had a guy on the phone earlier with a Bosch washer thats dead telling me that it needed a door lock so I had better order one before I call I tried to tell him that it may not be the door lock and if it wasn’t then he would still have to pay for it ,at which he says forget it I will go else where.
mind you on the other side of the coin I am going to a smeg dw tommorow with E3 in it’s life it’s had PCB,motor & element she was convinced it needed another PCB ,so I told her may just need the reset stat resetting so she wants me to call & look first then she thanks me for being honest ,You can’t win !
Lawrence