RH - Motor Rattling/Loose Screws/Strange noise inside the RH

SOP: Range Hood - Motor Rattling/Loose Screws/Strange Noise 

Macro: RH Motor Rattling

Purpose

To guide customer support agents through resolving issues related to motor rattling, loose screws, or strange noises inside the range hood (RH) unit.

Scope

For customer service agents assisting customers experiencing rattling, unusual noises, or loose components in their range hood.

Procedure

Step 1: Initial Customer Communication

1. Acknowledge Issue: Confirm that the customer reports motor rattling, loose screws, or strange noise within the range hood.

2. Use Macro: Respond using the RH - MOTOR RATTLING macro, which provides instructions for tightening loose motor screws.
   Sample Response:
   Hello [Customer's Name],
   Thank you for bringing this to our attention. It seems that due to ground mishandling, the motor screw may have become loose inside the unit.
   If you are able to access the screw from the top of the range hood, please try to tighten it with a long Phillips screwdriver (refer to the attachment for guidance).
   Let us know if this resolves the issue or if further assistance is needed.
   Thank you,
   [Your Name/Customer Service Team]

Step 2: Guide Customer Through Troubleshooting

1. Check for Access: Ensure the customer can safely access the motor screw.

   • Instruct the customer to power off and unplug the range hood before proceeding.

2. Tighten the Screw: If the customer is comfortable with minor repairs, instruct them to tighten the loose screw with a long Phillips screwdriver as shown in the provided attachment.

3. Ask for Feedback: Request that the customer inform you if this action resolves the noise issue.

Step 3: Resolution Options and Warranty Policy If the customer cannot access or tighten the screw, or if the noise persists after attempting the repair, follow these options:

1. Guarantee Coverage: If the unit is under guarantee, offer the following based on availability:

   • Free Part: Provide any required replacement parts.

   • Free Shipping: Include shipping for the replacement part if needed.

   • Full Replacement: If the motor or unit is significantly damaged, escalate for a full replacement of the range hood.

2. Warranty Coverage: If the unit is out of the guarantee period but still within the warranty:

   • Free Part Only: Offer the replacement part at no cost.

   • Shipping and Labor: Inform the customer that they are responsible for shipping and any labor costs.

Step 4: Follow-Up and Documentation

1. Confirm Resolution: Follow up with the customer to ensure the issue has been resolved.

2. Log Case: Document the interaction, including the troubleshooting steps and the resolution provided, in the ZD.

3. Escalate if Necessary: If the customer reports additional issues or if the noise persists, escalate the case to the technical support team for further assistance.

Additional Notes

• Safety First: Emphasize safety precautions by instructing customers to unplug the unit before attempting any repairs.

• Attachments: Always include the attachment showing the screw location and instructions for tightening.