Abstract: A computing environment or system is disclosed for use by a homeowner for real-time, on-line scheduling of a visit by technician or repairman to diagnose and, if authorized by the user, repair a home appliance such as a refrigerator or washing machine. The system is desirably accessible over the Internet by a customer using a Web browser wherein an interactive screen prompts the user and suggests product information and a nature of the problem. The system desirably obtains and provides to the user a schedule of available appointments for a manufacturer's factory service based on the product and customer information and location of the product. Where factory service is not available in the locality of the user, the system obtains and provides one or more local manufacturer authorized service providers. After selection of a service provider by the user, available appointments are provided. The user selects and confirms one of the appointments.

Abstract: A method for product selection assistance includes receiving a product category selection, matching the product category selection against a product database to determine a plurality of matched products, and displaying a product matrix. The product matrix includes a product entry for each of the matched products. The product entries include a model identifier, a model price, and at least one product configuration parameter associated with the matched products. The method also includes presenting a product configuration question, receiving a product configuration answer, and responsively updating the product matrix based on the product configuration answer to eliminate at least one product entry in the product matrix.

Abstract: Computerized method and system for assisting a consumer reach a decision regarding repair or replacement of a product usable by the consumer is provided. The method allows for providing to the consumer a Web page including a plurality of data fields to be filled with data selectable by the consumer from a corresponding plurality of menus including respective product attributes. The method further allows for processing the product attributes selected by the consumer relative to stored economic value data of products with generally similar attributes to those of the product usable by the consumer. The processing is configured to provide options available to the consumer regarding any repair or replacement of the product usable by the consumer. The consumer is provided with a Web page hierarchically displaying the options and wherein each of the options includes a respective hyperlink for enabling the consumer to select one of the options.

Abstract: A method for problem diagnosis based on queries received from remote locations includes the steps of determining applicable solution recommendations based on a diagnosis query, displaying the applicable solution recommendations on a screen of a remote terminal, and determining whether a case based reasoning tool is available to answer the diagnosis query. When the case based reasoning tool is available, the method presents the case based reasoning tool on the screen with the applicable solution recommendations.