RH - Error Code 

SOP: RH - Error Code Displaying "Flashing 8 / 888"

Macro: Range Hood: Flashing 8 / 888

Purpose:

To assist customers in resolving the error code "Flashing 8 / 888" displayed on their range hood.

Step-by-Step Procedure:

1. Respond to the Customer Using Macro in Zendesk:

   • In Zendesk, use the Range Hood: Flashing 8 / 888 macro.

   • Customize the response with the customer's name if necessary.

Macro Text: Range Hood: Flashing 8 / 888
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Hello Valued Customer,

Please clean the range hood filters and then hold the (+) button for 10 seconds to reset the error code.

Recommendations:

https://www.youtube.com/watch?v=jaoYVTuah0E

Best regards,  

[Your Name]

2. Provide Additional Instructions if Needed:

   • Instruct the customer to thoroughly clean the range hood filters, as clogged or dirty filters may trigger this error code.

   • Advise them to ensure the filters are properly reinstalled before proceeding with the reset.

3. Guide Customer Through Resetting the Error Code:

   • Direct the customer to press and hold the (+) button on the range hood control panel for 10 seconds. This action should clear the error code "Flashing 8 / 888" if the issue was related to the filter maintenance reminder.

4. Share Video Link for Reference:

   • Include the YouTube link provided in the macro for a visual guide on filter cleaning and resetting.

   • Make sure the link is visible in the Zendesk ticket response.

5. Document All Actions in Zendesk:

   • Log all steps provided to the customer and any additional troubleshooting advice offered in the Zendesk ticket.

   • Update the ticket status based on the customer’s response (e.g., pending if awaiting feedback, or resolved if the error code clears).

6. Escalate if Issue Persists:

   • If the error code does not reset after following these steps, advise the customer to contact support again.

   • Create a task in Asana to escalate the issue if necessary, indicating that a technician may need to further diagnose the range hood.

Additional Notes:

• Error Code Explanation: The "Flashing 8 / 888" code often indicates a reminder to clean the filters.

• Safety Reminder: Always remind customers to disconnect the range hood from power before handling filters for cleaning.

• Customer Follow-up: If the error code persists even after cleaning, further diagnostics may be required, and the range hood should be evaluated by a technician if possible.