RH - Suction Concern/Weak Motor

Procedure

Step 1: Initial Customer Communication

1. Confirm Issue: Verify that the customer reports weak airflow or insufficient air suction.

2. Use Macro: Respond using the RH::SUCTION CONCERNS / WEAK MOTOR macro, providing initial troubleshooting instructions.
   Macro Response:
   Hello {{ticket.requester.first_name}},
   Thank you for your business and patience. Our range hoods are designed to be user-friendly. If you’re experiencing issues with the motor or air suction, please review the steps below:

   1. Check if the dampers are fully functional and open.

   2. Provide us with a video showing the paper test on all speed settings (make sure the filters are installed).
      
      
      

3. Please refer to this example for the paper test: Paper Test Video
   Thank you, and we look forward to assisting further if needed.

Step 2: Troubleshoot Damper Functionality

1. Instruct Customer to Check the Damper:

   • Ask the customer to ensure that the damper is open. Sometimes, a sticker or tape is applied to the damper during installation to keep it closed and prevent debris from entering the blower assembly.

   • If the damper is closed, advise the customer to remove any stickers or tape, then open the damper fully.

2. Request Paper Test Video:

   • If the damper is confirmed open, ask the customer to perform a paper test to assess airflow.

   • Instruct them to use a tissue or lightweight paper and hold it up to the hood intake on each fan speed, ensuring the filters are installed.

   • Request that they record a video of the test and share it with you for further assessment.

3. Example Video: Refer customers to this paper test video for guidance: Paper Test Video

Step 3: Determine Next Steps Based on Findings

1. If the Hood is New and the Damper is Open:

   • If the unit is recently purchased, and the damper is open but suction remains weak, proceed with a replacement unit.

2. If Suction Remains Weak After Troubleshooting:

   • Confirm if other factors could be affecting performance, such as blockages in the ductwork.

   • If no issues are identified with the ducting, proceed with sending a replacement if the unit is under warranty or within the return period.

Step 4: Resolution and Documentation

1. Confirm Resolution: After sending a replacement or resolving the issue with the damper, confirm with the customer that the range hood is now functioning properly.

2. Log Case: Document the case, noting the steps taken, any videos received, and the final resolution.

3. Escalate if Necessary: If the issue persists or there are additional technical concerns, escalate to the technical support team for further assistance.

Additional Notes

• Safety Reminder: Ensure the customer knows to power off the unit before accessing the damper.

• Attachments: Include any visual guides or additional videos if needed for damper inspection and troubleshooting.