RH -  won’t Turn On/ Dead on Arrival

SOP: Range Hood - Dead on Arrival (DOA) 

Purpose

To assist customers with troubleshooting a range hood that is reported as non-functional upon installation and to collect necessary information for potential warranty support.

Scope

For use by customer support agents when assisting customers reporting a range hood as DOA.

Procedure

Step 1: Initial Response

1. Identify Issue: Confirm that the range hood is reported as non-functional (DOA) directly upon installation.

2. Use Macro: Send the RH - Dead on Arrival macro response, including the basic troubleshooting instructions and information request.

Step 2: Troubleshooting Steps for Customer

1. Ask the Customer to Attempt Basic Troubleshooting:

   • Provide the following troubleshooting video links, based on the specific problem the customer is facing:

     • Troubleshooting Light Issues

     • General Troubleshooting

     • Additional Troubleshooting

     • Keypad Troubleshooting

2. Document Results:

   • Record the customer’s response regarding each troubleshooting step to ensure a complete record of attempted resolutions.

Step 3: Request Additional Information if DOA Issue Persists If troubleshooting does not resolve the issue and the unit remains DOA, request the following from the customer to assist with further support or replacement:

1. Order Information: Original order details to verify purchase and warranty eligibility.

2. Serial Number Photo: Request a clear photo of the serial number sticker. (Inform the customer that it may be located behind the lower chimney if the range hood has a glass canopy).

3. Keypad Photo: Ask for a photo of the range hood's keypad to assess the reported issue.

Step 4: Escalation and Resolution

1. Verify Warranty: Ensure that the product is within the warranty period, based on the order information and serial number.

2. Escalate Case:

   • If the range hood remains non-functional and meets DOA criteria, escalate the case to the technical support team for a replacement or further technical review.

   • Provide all collected information (order details, serial number photo, keypad photo, and troubleshooting steps completed).

3. Coordinate Replacement:

   • Depending on warranty verification, arrange for replacement or repair as advised by the technical team.

Additional Notes

• Documentation: Use the designated DOA macro in your CRM or ticketing system to log the interaction and each troubleshooting step.

• Warranty Coverage: Confirm warranty eligibility based on order information and serial number.