All American Appliance

Over the phone, using a description by my wife, the repairman decided that the needed repair was not a warranty issue and would get a price for the replacement part. When he calls in for hail damage can I say it was caused by a ball peen hammer and is not covered and tell him that i will get him a price? How can you assess any type of damage without physically seeing the product? Poor work ethic and customer service, at best.