SOP: Machine is Switching On and Off continuously
| Customer Problem Statement | Machine is Switching On and Off continuously | ||
Probing |
Inform Cx it generally happens when input water pressure is low or overhead tank is about to be empty. | ||
| How to identify? | |||
| 1. LED lights will be flickering 2. Abnormal sound / ticking sound will be coming | |||
| Ask Cx to wait for sometime till his overhead tank is getting filled. | |||
Resolution |
CX is aligned Take Follow up after 1 Hour |
Cx not aligned | |
| Issue resolved | Issue not resolved | Arrange revisit |
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Close ticket |
Arrange revisit | ||
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If both conditions met then, Arrange the revisit, Fill the Revisit form Revisit Audit form | Revisit Audit response sheet inform the Cx about timing and status and Park the case (setup reminder before 2 hrs of job) | |||
| Align Px for revisit before 2 hrs of booking | |||
| Resolve the case when issue is fixed | |||
|
Initaite pro payment after closing the ticket (as per Revisit Audit response sheet) [Inform the Pro about Payment] | |||
| Tagging | |||
| Reason of Complaint (Main Tag) | 6. Issues with the product | ||
| Reason of Complaint (Sub - Tag) | Machine switching ON and OFF continuously | ||
Resolution offered |
Same Pro Revisit | If revisit of same pro is arranged | |
| SME Revisit | If SME revisit is arranged | ||
| New Pro Revisit | If new booking of Ro-Repair is arranged (Exception Case) | ||
| Information Shared | If Revisit is not arranged | ||
| Comments | Mention issue / resolution | ||