Troubleshooting Display Issues 

Purpose:
To provide clear steps for customer service agents when assisting customers with troubleshooting display issues on Acko bathtubs.

Macro:  TUB - BASIC TROUBLESHOOTING ELECTRIC E99 

Procedure: 

Step 1: Identify the Issue 

1. Open Zendesk.

2. Determine if the customer is reporting a "Display not working" issue. If so, use the macro: TUB - BASIC TROUBLESHOOTING ELECTRIC E99.

3. Review the details of the customer's concern and verify if additional issues are mentioned (e.g., mixing issues, electrical concerns).

Step 2: Initial Troubleshooting Email

Initial Checks

1. Verify that the home’s breaker is functioning.

2. Check if the tub outlet is powered.

Basic Troubleshooting Steps

• Ensure all connections are secure (please see the attached guide).

• Reset the breaker: Turn it off for 10–15 minutes, then allow 5 minutes before testing the tub again.

• Confirm the tub is plugged into the outlet.

Additional Common Troubleshooting Steps

• Ensure the water level is almost 1 inch below the overflow valve to activate the jets.

• Hold the display power button for at least 10 seconds to illuminate the screen.

• If water does not release, pull the hot/cold knob upwards.

• Double-check electrical specifications match the tub's requirements.

Mixing Valve Issues

If the customer mentions mixing valve concerns:

• Check for debris in water lines.

• Verify that the check valve is free-flowing.

• Ensure water lines are correctly connected (not reversed).

• Recalibrate the cartridge as needed.

For visual guidance, customers can reference this external video:
Mixing Valve Troubleshooting
(Note: This is not an official Ariel Bath video.)

Step 3: Reference Resources

Encourage customers to explore additional troubleshooting resources on our YouTube channel:
Ariel Bath YouTube Channel

Step 4: Request Further Information (if unresolved)

If the problem persists, kindly ask the customer to provide the following:

1. Original order information (e.g., invoice, order number).

2. A video showcasing the issue they are experiencing.

Step 5: Log the Interaction in Zendesk

1. Attach the troubleshooting macro response and any customer-provided videos or photos.

2. Tag the ticket as "Troubleshooting – Acko Tub."

3. Create a task in Asana (if escalation is needed) and assign it to the appropriate department.

Notes for Agents:

• Always remain polite and empathetic, especially if the customer is frustrated.

• Use the provided macro to ensure consistency across responses.

• If unsure about technical details, escalate the issue to the Technical Support Team using Asana.

This SOP ensures a smooth, consistent process for assisting customers and resolving concerns efficiently.