Understanding the Client
When trying to troubleshoot a problem in the field, it is important to gather as much information as possible about the problem. This includes questioning the client in detail about exactly what he or she was doing prior to attempting the test, what screens and codes were on in the handset, and whether the client has had any problems with his or her vehicle recently, particularly with the electrical system. It is also important if applicable to review the Events Log in detail around the time of the complaint.
The two most important things a client needs to do to avoid the vast majority of potential problems is to keep and maintain a good battery in the vehicle, and only use a mouthpiece that has no moisture condensed inside.
Before returning/ scheduling an appointment for service or possibly sending the IID to the factory for repair, use these Troubleshooting tips to make sure that the problem is with the device and not with the installation, the vehicle, with the environment, or possibly with a client training issue.
Setting Expectations with the Client
Clearing the Air or Assumptions of the Problem the Client is Experiencing
Stick to what you know and maintain alignment with the information provided to you. Do not use information from other agents shared or tribal knowledge and methods. Remember, to reassure the client you are asking these questions to assist them in a time of need. On every troubleshooting call our clients will vent out their situation and sometimes be hostile but you need to ask questions that will get answers to quickly resolve their issues. Stay calm, and confident and never tell clients anything negative about our equipment or service centers.
Always review the clients Paid to Date, Next Scheduled Appointment or possibly any Missed Appointment information first as this may be the root for many clients experiencing conflicts with the devices in the field.
"Hard Resets" are NOT permitted under any circumstances and should NEVER be instructed as an approved method to our clients. If you are not a certified field technician, then you are not approved by LMG policy.
The two most important things a client needs to do to avoid the vast majority of potential problems is to keep and maintain a good battery in the vehicle, and only use a mouthpiece that has no moisture condensed inside.
If the vehicle has not been started in 48-72+ the battery may not have sufficient power to operate and turn on the IID properly depending on the overall vehicle battery and alternator condition.
All costs are at the expense of the client until a full diagnostic has been completed on the vehicle to determine liability. All receipts will need to be retained by the customer for potential submission for reimbursement.
Check out the Troubleshooting overview document below for additional information.
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