RH - Basic Troubleshooting Steps 

SOP: Basic Troubleshooting for Range Hood Issues

Purpose

To provide customers with initial troubleshooting steps for common range hood issues, ensuring user-friendly resolutions before further technical support is required.

Procedure

Step 1: Initial Response

1. Identify the Issue: Confirm with the customer the specific issue they are experiencing with their range hood (e.g., power, lighting, or fan issues).

2. Use Macro: Send the RH - Basic Troubleshooting macro response, which includes:

   • Power cycle instructions for resetting the range hood.

   • Links to basic troubleshooting videos if needed.

Step 2: Guide Customer Through Power Cycle

1. Power Cycle Instructions:

   • Instruct the customer to perform a power reset using these steps:

     • Power off the range hood.

     • Locate the circuit breaker for the range hood outlet and flip the switch to "Off."

     • Leave the switch off for at least 5 minutes.

     • Flip the switch back to "On" and test the range hood.

2. Provide Troubleshooting Videos (if the reset does not resolve the issue):

   • Send the following video links based on the specific issue:

     • Light Troubleshooting

     • General Troubleshooting Video

     • Additional Troubleshooting

Step 3: Documentation and Escalation

1. Request Additional Information:

   • If troubleshooting steps do not resolve the issue, request a video or photo showing the specific problem.

   • Ask for the range hood’s serial number sticker for warranty verification and further assistance.

2. Escalate if Necessary:

   • If the issue remains unresolved, escalate the case to the technical support team with all provided details (video/photo, serial number, and troubleshooting steps completed).

Step 4: Follow-Up and Final Resolution

• Confirm Warranty:

  • Verify that the range hood is within the warranty period if the issue persists and requires further support.

• Final Resolution:

  • Coordinate with technical support for additional troubleshooting, parts replacement, or technician assistance, based on the diagnosis and warranty status.

Additional Notes

• Warranty Coverage: Coverage will depend on the specific issue and the age of the range hood.