Jacuzzi LED Series Manual

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Contents

Jacuzzi LED Series Manual Manual pdf 5 page image

11.0 Standard Troubleshooting Approach (S.T.A.)1.1 Why a Standard Troubleshooting Approach?Service prices are basically set by local industry and geographic region. Stiff competition in the service indus-try has made it difficult to raise the price of a service contract; or charge more for time and materials than thecompetitive shop down the street. If your service business is to be profitable you must control the overall costof service. The total cost of service is made up of many individual cost factors, but three in particular are moreimportant than the rest combined:1. Time of Repair - How long it takes to find and fix a problem.2. Time Between Failures - How often you are called to repair any one particular hot tub? How many timesare you called back to fix the same problem on the same hot tub?3. Parts Usage - Except in rare circumstances, only one part fails. How many parts do you replace before youfind the bad one?This S.T.A. manual has been designed to help you control the overall cost of service by focusing on the threeimportant aspects of your job outlined above. The S.T.A. will help you fix your customer’s hot tub quickly, fix itwell, and use fewer parts.1.2 How to Use the S.T.A.The S.T.A. was developed by the Technical Support Department and is designed to be the communications linkbetween you and your customers. If you call for help on any symptom covered in this book, you will be told todo what the S.T.A. recommends, therefore, you will save time by calling technical support after you have donewhat the S.T.A. tells you to do.1.3 Professional Customer ServiceDoing your job in a way that keeps cost of service low and profit margin high also creates customer satisfac-tion. That’s being a professional!1.4 Before Leaving the ShopPhone the customer(s), personally if possible, and ask what problem(s) should be corrected. This may not tellyou what work must be done or what part(s) must be replaced, but it will tell you what you must fix after youarrive.1.5 Fixing the Hot TubUse the S.T.A. to see how the Technical Support Department would approach the customer’s complaint. Try tofix the problem following the S.T.A. Use your experience and other information to help you answer any “Whys”or “Hows.” The S.T.A. is designed to keep unnecessary part replacement to a minimum. Least expensive, mostlikely, and easily changed parts are always swapped first. Some parts, like control panels and temperaturesensors do not require complete installation to be temporarily swapped out for testing purposes. You shouldcarry such spares as “Tools.”1.6 Before Calling Technical SupportMake sure you have followed the S.T.A. and filled out a “Troubleshooting Data Collection Form”(refer to example on page 63). Have the S.T.A. manual and the Troubleshooting Data Worksheetnear the telephone. Technical Support can help you best if these two things become the communica-tions tools for the phone call.1.7 Before Leaving the CustomerEven if you didn’t have to fill out a Troubleshooting Data Collection Form, please do so. If this is a warrantyrepair, the information will be needed when your office fills out the “Warranty reimbursement form.” In any case,it will help you spot trouble before it happens. Pumps burn up if voltage at the hot tub is too low. Circuit break-ers trip if heaters and motors draw too much current (Amps). Wires overheat and connections burn if wire sizeis too small or push-on connectors are loose. Call backs cause cost of service to increase!