RH - Clicking Noise

SOP: RH - Clicking Noise 

 Macro: Range Hood: Clicking Noise 

Purpose:

To assist customers experiencing a clicking noise in their range hood, guiding them in identifying and addressing possible loose or detached connections that could be causing the issue.

Step-by-Step Procedure:

1. Acknowledge the Customer’s Concern:

   • Thank the customer for their patience and business.

   • Use the following macro in Zendesk for a structured response:

Macro: Range Hood: Clicking Noise

Hello {{ticket.requester.first_name}}, 

Thank you for your business and patience. A range hood may click due to a detached electronic connection. When a connection is loose or improperly secured, it can cause intermittent contact or a short circuit. This disrupts the electrical flow, potentially resulting in the clicking sound as the electrical components attempt to engage or disengage.

The clicking could be coming from a relay or a switch that isn’t receiving consistent power or is trying to activate the fan, lights, or other functions without proper connection. We recommend carefully checking and reconnecting any loose or detached wiring to prevent further issues.

I have attached a photo of the connection circuit board to assist you further.

Best regards,  

[Your Name]

2. Attach Connection Circuit Board Image:

   • Attach a clear image of the range hood's connection circuit board in Zendesk to visually guide the customer on where to check and reconnect any loose connections.

3. Explain Troubleshooting Steps:

   • Briefly instruct the customer on:

     • Identifying any visibly loose wires on the connection circuit board.

     • Carefully reconnecting any detached wires, ensuring a secure fit.

     • Ensuring all connectors are fully inserted and not bent or damaged.

4. Offer Additional Assistance if Needed:

   • Invite the customer to reach out for further help if they’re unsure or unable to resolve the issue independently.

5. Create a Follow-Up Task in Asana (if needed):

   • If the customer requires further assistance or if troubleshooting doesn’t resolve the issue, create a follow-up task in Asana to revisit the case and escalate it if necessary.

6. Mark Case as Resolved in Zendesk (if applicable):

   • If the customer resolves the issue with the provided guidance, mark the case as resolved in Zendesk. If not, proceed with further troubleshooting or escalate as necessary.

Key Notes:

• Safety Precautions: Remind customers to disconnect power before handling any electrical components.

• Possible Escalation: If reconnecting wires doesn’t stop the clicking sound, consider advising the customer to consult a technician for further diagnosis.

• Documentation: Ensure all notes, customer responses, and actions are documented accurately in Zendesk.