Tell him what
it's doing.

Yes. He answers the phone, he does the estimate and he does the work. Nobody hands you off to anybody.

No. If a repair is the right call, that is what you get told. A replacement only comes up when the door is genuinely past fixing, and Will will show you why rather than just saying so.

Usually. Doors give you weeks of warning before they quit: more noise, a heavier feel, a little jerk on the way up. A tune-up catches the worn parts while they are still small parts.

Yes. Torsion springs hold a serious amount of tension, which is exactly why they go off like a gunshot when they break. Once one has gone, the door is dead weight. Leave it down, do not force it open, and do not park under it.

Age, the condition of the panels, and how many separate things are failing at once. One worn part on an otherwise solid door is a repair. A door that is rusted through, out of square, or on its third different fault is usually worth replacing. Working that out is part of the free estimate.

Sometimes. It depends on whether that panel is still made and whether the rest of the door is sound. On an older door the match is often the problem rather than the panel.

A straight swap on a standard opening is usually a single visit. Anything that needs new track, a different headroom setup or structural work takes longer, and Will will tell you that at the estimate rather than on the day.

Call and ask. It takes about thirty seconds and you will get a straight answer either way.