Inform the customer that in order for us to isolate the issue with the unit, we need to check the following:

Agent must perform this steps:

Step 1: Ask the customer if any changes were made before the issue started (e.g., power outage, cleaning the unit, relocating it, etc.).

Step 2: Check for Frost Buildup: Assist the customer to check if they notice any excessive frost in the freezer, it may indicate a defrost system issue. 

Step 3: Regardless of whether the customer answers yes or no, assist them in resetting the unit: If the unit has a reset button, guide them in using it.

Step 4: If no reset button available, assist the customer to unplug the unit for 5-10 minutes and then plug it back in.

Step 5: Check with the customer if the error code is still showing after the reset. If not, advise them to monitor the unit and advise this sometimes clears temporary glitches or minor problems in a device that happen unexpectedly but usually fix themselves or go away after a reset

Step 6: If the error code remains or the cooling issue persists after resetting, inform the customer that the unit may require a hardware check. Advise that the unit needs to be inspected at our service center and proceed with the endorsement for service evaluation.