RH - Clock will not keep time; will not adjust 

SOP: RH - Clock Will Not Keep Time / Will Not Adjust
Macro: Range Hood: Clock Concern 

Purpose:

To guide customers experiencing issues with their range hood clock not keeping time or being unable to adjust the time settings.

Step-by-Step Procedure:

1. Respond to the Customer Using Macro in Zendesk:

   • Open Zendesk and apply the macro: Range Hood: Clock Concern for consistency.

   • Customize the response with the customer’s name if needed.

Macro: Range Hood: Clock Concern


Hello {{ticket.requester.first_name}}, 

If your range hood’s clock isn’t keeping time, here are a few troubleshooting steps to consider:

- **Surge or Power Outage:** If there was a recent power surge or outage, the clock may need to be reset or could be damaged. Try resetting the clock or unplugging the range hood for a few minutes, then plugging it back in. 

- **Faulty Clock Module:** The clock itself could be malfunctioning. If the clock module is damaged, it may need to be replaced.

Please see the video attachment to assist further.

Best regards,  

[Your Name]

2. Attach Video for Additional Assistance:

   • Include a link or attachment for a video (if available) that demonstrates how to reset the clock or troubleshoot common issues with it. Ensure this is added to the Zendesk ticket for customer reference.

3. Troubleshooting Steps to Confirm with Customer:

   • Power Reset: Instruct the customer to unplug the range hood for a few minutes, then plug it back in. This may reset the clock and resolve any minor issues from power interruptions.

   • Clock Reset: Guide the customer through manually setting the clock again after power restoration.

   • Check for Power Surges: Ask if the customer experienced any recent power surges or outages, as these may impact the clock’s functionality.

4. Escalation for Clock Module Replacement (if required):

   • If the customer confirms the clock module is not working even after resetting, advise them that the clock module may be faulty and could require replacement.

   • Inform the customer that replacement parts may need to be sourced and provide details on how to purchase the part if applicable.

5. Document All Actions in Zendesk:

   • Log all troubleshooting steps provided to the customer in the Zendesk ticket for record-keeping and any future follow-up needs.

   • Update the ticket status based on the customer’s response (e.g., pending if awaiting response, resolved if the issue is fixed).

Additional Notes:

• Reminder on Power Safety: Advise customers to always disconnect the range hood from power before inspecting or resetting any electronic components.

• Escalation Path: If further assistance is needed, create a task in Asana for a follow-up or escalate to a technician if the clock issue persists.