data/koda_faq.csv

category,subcategory,question,answer,intent
Troubleshooting,Washer,"My washer is making a loud noise when spinning.","This is often caused by an unbalanced load. Redistribute clothes evenly and ensure the washer is level. If noise persists, check for loose objects in the drum.",diagnose_issue
Troubleshooting,Washer,"Washer won't drain.","Check if the drain hose is kinked or clogged and clean the pump filter. Remove heavy items that could be obstructing the pump.",diagnose_issue
Troubleshooting,Washer,"Washer smells musty.","Run a hot wash with a washing machine cleaner, leave the door open between cycles, and wipe the gasket to prevent mold.",maintenance_hygiene
Troubleshooting,Washer,"Washer displays error code E13.","E13 typically indicates a drainage issue. Inspect the drain hose and pump filter, then restart the cycle.",diagnose_issue
Troubleshooting,Dryer,"Dryer not heating.","Clean the lint filter and vent. Ensure the cycle isn’t ‘Air Fluff’. If still cold, it may be a faulty heating element—contact support.",diagnose_issue
Troubleshooting,Dryer,"Dryer takes too long to dry.","Lint buildup reduces airflow. Clean the lint filter and vent duct. Avoid overloading.",diagnose_issue
Troubleshooting,Fridge,"Fridge is warm but freezer is cold.","Airflow may be blocked. Clear vents, ensure doors seal, and set fridge to 3–4 °C (37–40 °F).",diagnose_issue
Troubleshooting,Fridge,"Fridge making clicking noise.","Compressor or relay clicks during normal operation. If frequent with temperature issues, contact support.",diagnose_issue
Troubleshooting,Fridge,"Water under the crisper drawers.","Clogged defrost drain. Flush the drain with warm water and clear debris.",diagnose_issue
Troubleshooting,Dishwasher,"Dishes aren’t getting clean.","Load so water can reach all surfaces, clean spray arms and filter, and use rinse aid.",diagnose_issue
Troubleshooting,Dishwasher,"Dishwasher not draining.","Clean the filter, check the drain hose for kinks, and run a drain cycle.",diagnose_issue
Troubleshooting,Oven,"Oven not heating evenly.","Preheat fully, avoid overcrowding, and verify rack position. Uneven heating may indicate a faulty element.",diagnose_issue
Troubleshooting,Oven,"Oven door won’t close fully.","Check for bent hinges or debris around the seal. If damaged, schedule a service.",diagnose_issue
Troubleshooting,Microwave,"Microwave not heating.","If the timer runs but food stays cold, it could be a magnetron issue. Unplug and contact support.",diagnose_issue
Troubleshooting,Microwave,"Sparking in microwave.","Remove metal objects, check for chipped interior paint, and clean food splatter.",safety_alert
Leasing & Policies,Delivery,"How long does delivery take?","We deliver within 3–5 business days after order confirmation. You’ll receive tracking and a delivery window.",logistics_delivery
Leasing & Policies,Installation,"Do you install the appliances?","Yes. Standard installation is included for washers, dryers, dishwashers, and refrigerators. Complex installs may incur a fee.",logistics_install
Leasing & Policies,Returns,"What is your return policy?","You can return within 30 days of delivery for a full refund of your first month. Pickup is free in our service area.",policy_returns
Leasing & Policies,Exchange,"Can I exchange for a different model?","Yes, within 30 days. Any price difference adjusts your subscription.",policy_exchange
Leasing & Policies,Billing,"When will I be billed?","Billing occurs monthly on your subscription start date. We accept major cards and ACH.",billing_cycle
Leasing & Policies,Deposit,"Is there a security deposit?","Most plans require no deposit. In some cases, a refundable deposit may apply based on eligibility.",billing_deposit
Leasing & Policies,Eligibility,"Do you run a credit check?","We run a soft credit check that doesn’t affect your score. Additional verification may be requested.",policy_eligibility
Leasing & Policies,Late Fees,"What happens if I pay late?","A grace period of 5 days applies. After that, a late fee may be charged as per your agreement.",billing_late_fee
Leasing & Policies,Pause,"Can I pause my subscription?","Yes, you may pause once per 12-month period for up to 60 days. Storage fees may apply.",policy_pause
Leasing & Policies,Upgrade,"Can I upgrade mid-term?","Yes. We’ll schedule a swap and adjust your monthly price accordingly.",policy_upgrade
Leasing & Policies,Service,"How do repairs work?","Repairs due to normal wear are included. Contact support to schedule a technician.",service_repair
Leasing & Policies,Warranty,"Is there a warranty?","All rentals include a service warranty for the duration of your subscription.",policy_warranty
Leasing & Policies,Relocation,"I’m moving—can you relocate my appliance?","Yes, within our service area. A relocation fee may apply. Schedule at least 7 days ahead.",logistics_move
Leasing & Policies,Cancellation,"How do I cancel?","Contact support to schedule pickup. Monthly billing stops after the pickup date.",policy_cancel
Leasing & Policies,Pickup,"How do returns get picked up?","We’ll provide a pickup window and reminders. Please disconnect water/power before pickup.",logistics_pickup
Safety,Washer,"Is it safe if the washer shakes violently?","Stop the cycle and unplug. Ensure transit bolts were removed and the machine is level before use.",safety_alert
Safety,Gas Range,"I smell gas near my stove—what do I do?","Turn off the appliance, ventilate the area, avoid sparks, and contact your gas provider and support immediately.",safety_critical
Account,General,"How do I contact support?","Use in-app chat, reply to your order email, or call 1-800-KODA-HELP between 9:00–18:00 local time.",contact_support
Account,Plans,"Do you offer discounts for bundles?","Yes—washer+dryer bundles receive an automatic monthly discount.",pricing_bundle
Account,Coverage,"What areas do you serve?","We currently serve the greater Upstate NY region. Enter your ZIP at checkout to confirm.",coverage_service_area