Troubleshooting | Setting Client Expectations

roubleshooting begins with understanding the client's concern, gathering accurate information, and setting realistic expectations about the resolution process.

Not every reported device issue is caused by a device malfunction. Other contributing factors may include the vehicle, installation, environmental conditions, or the client's understanding of device operation.

1. Understand the Client's Concern

Ask questions to identify what happened before and during the reported issue.

Gather information such as:

• What was the client doing when the issue occurred?

• What messages, screens, or error codes appeared on the device?

• Has the client experienced similar issues before?

• Has the vehicle recently experienced battery or electrical problems?

• Are there relevant events in the Events Log around the time of the reported issue?
  

Review the client's account for information that may explain the concern, including:

• Paid to Date

• Next Scheduled Appointment

• Missed Appointments, if applicable
  

2. Review Common Contributing Factors

Vehicle Battery

A properly maintained vehicle battery is important for IID operation.

If a vehicle has not been started for 48 to 72 hours or longer, the battery may not have sufficient power to operate the IID properly. This depends on the condition of the battery and alternator.

Mouthpiece Condition

Clients should use a mouthpiece that is free of accumulated moisture or condensation.

These are important factors to consider when gathering information, but they should not be presented as a confirmed diagnosis without appropriate evaluation.

3. Communicate Clearly and Set Expectations

Troubleshooting situations can be stressful for clients, particularly when the issue affects their ability to operate their vehicle.

• Remain calm, professional, and confident.

• Allow the client to explain the concern while keeping the conversation focused.

• Explain why troubleshooting questions are necessary.

• Use approved procedures and documented resources rather than unverified information or informal methods.

• Avoid making negative or unsupported statements about equipment or service centers.

• Do not promise a specific resolution before the issue has been properly evaluated.
  

4. Understand Troubleshooting Limitations

Hard resets are NOT permitted.

Contact Center agents who are not certified field technicians must never instruct clients to perform a hard reset.

When the issue cannot be resolved through approved troubleshooting procedures, refer the client for further evaluation at an approved service center.

5. Explain Potential Costs

Clients are responsible for costs associated with service until a complete diagnostic evaluation determines liability.

Advise clients to retain all receipts for potential reimbursement consideration.

Do not guarantee reimbursement before eligibility and responsibility have been determined.

6. Document the Interaction

All technical troubleshooting calls must be clearly documented in the client's account log, regardless of state.

Begin the note with TTC (Technical Troubleshoot Call).

Document the client's concern, information gathered, guidance provided, and any next steps or appointments.