RH - Keypad not working

Purpose:

To assist customers in troubleshooting keypad issues with their range hood and provide further support if initial troubleshooting is unsuccessful.

Procedure

Step 1: Initial Response

1. Identify the Issue: Confirm with the customer that they are experiencing issues specifically with the range hood keypad.

2. Use Macro KP1: Send the RH - KEYPAD NOT WORKING macro response, including basic troubleshooting instructions:

   • Power cycling steps

   • Troubleshooting video links (see Macro for specific video URLs)

Step 2: Troubleshooting

• Instruct Customer on Power Cycle:

  • Guide the customer through these steps to reset the range hood via the circuit breaker:

    • Power off the range hood.

    • Instruct the customer to locate and flip the circuit breaker switch for the range hood outlet to "Off."

    • Leave it off for at least 5 minutes.

    • Flip the switch back to "On" and test the keypad.

• Provide Troubleshooting Videos:

  • If the issue persists, share the following video links, highlighting the keypad troubleshooting video specifically.

    • Keypad Troubleshooting Video (keypad-specific)

Step 3: Documentation and Escalation

1. Request Additional Information:

   • If the customer still experiences issues after troubleshooting, request a video/photo of the problem.

   • Ask for the serial number sticker information for warranty validation and further assistance.

2. Escalate if Necessary:

   • If the issue cannot be resolved through the above steps, escalate the case to the technical support team, including all gathered details (video, photos, serial number, and summary of troubleshooting steps taken).

Step 4: Follow-Up and Final Resolution

• Confirm Warranty:

  • Verify that the range hood is within the 5-year warranty period.

• Final Resolution:

  • Coordinate with technical support for parts replacement (REPAIR KIT) or an authorized technician visit, depending on the diagnosis.

Additional Notes

• Warranty Coverage: Keypad issues are covered under a 5-year warranty.

• Repair Kit: Most of the repair kits are not available.