In order to ensure the safe use of smart home, the key points are two links: being able to operate independently and having someone to repair it after failure. The change of operation mode can gradually get used to it in a certain period of time, and after-sales service is a long process of change for customers, integration companies, product companies and even the whole industry, which is also the key to the development of smart home industry. So what kind of service model has a positive role in promoting the development of the industry?
1. It is the best choice to sign a service agreement with an integrated service company.
In general, the free warranty period of smart home system is one year. In one year’s use, the probability of hardware equipment failure is very low. This has led customers to habitually believe that the equipment will not go wrong for a long time unless it is really unusable. In fact, just as everyone thinks that his body will remain healthy until he is really sick, any equipment may break down in one way or another, so it is very important to do regular tests! If minor problems are found and repaired in time, the possibility of major problems will be reduced. In particular, the smart home system is composed of several subsystems, and each subsystem is composed of several devices. If a device has a problem, it may only affect the part or the whole situation.
For example, if a security detector fails, although the system has entered the protection state, if the thief just enters the home from the failed protection zone, you will not receive the required alarm prompt. What is important is that if it is not detected and maintained in time, this risk will always exist. Without knowing it, the anti-theft system is no longer insured.
Therefore, regular inspection and maintenance is an indispensable part of after-sales service.
Timely on-site service in case of failure is of course an item that must be agreed in the maintenance service agreement. In addition, some special services can be agreed, such as operation training when changing nannies, etc., which can be agreed in the service system. This not only ensures the safe and worry-free use of customers, but also prevents service providers from neglecting the after-sales service link because they cannot receive reasonable fees in time.
2. Single charge service
Because most smart home users are not aware of the service content of the service mode of long-term agreement service and do not recognize the service fee, they will choose to find the implementation company of the system when there is a problem, and solve the problems that have occurred according to the method of charging each time. The general charging method is: on-site service fee+the price of equipment to be repaired or replaced. This kind of service seems to save money for customers, but in fact it only solves the immediate faults and ignores the possible hidden dangers; For service providers, it is even more difficult to collect service fees on site.
For an extreme example, the customer service received a call from the customer asking for maintenance-the lantern in the restaurant flashed frequently. The maintenance engineer checked the drawings, confirmed the modules that might be needed, confirmed the equipment and maintenance quotation with the customer, and arrived at the scene at the appointed time, only to find that the problem was that the lantern in the living room was a dimming circuit, and the customer replaced one of the incandescent bulbs with an energy-saving one. Take off the energy-saving light bulb and everything will return to normal. As a result, the service provider did not receive a penny of maintenance fees! Customers believe that without any maintenance, they should not charge any fees, completely ignoring the manpower, material resources and time spent by the service provider in personnel planning, transportation and system inspection.
In any case, timely on-site service is the basic guarantee for the normal operation of the system, and respecting the value of service is the premise to ensure high-quality service.
3. Effective takeover of "system orphans"
Smart home is also an emerging industry, and products, employees and service companies are all upgrading. Therefore, users of smart homes may not be able to find the original company to carry out normal maintenance services after the equipment fails, which will cause the system to be unrecoverable and bring troubles to daily life. In order to avoid this situation, customers need to have a sense of self-protection and keep the original system files intact. I believe that as long as the information is complete, any company with on-site experience and technical background has the ability to quickly and effectively take over these system orphans and carry out after-sales service to the end.
In short, no matter what kind of service mode, customers need to respect and trust the service, as well as the responsibility and concern of integrated service providers for their own "works". Only with the joint efforts of both parties, the smart home in use can show its due "wonderful".
The above is the relevant knowledge about how to do the after-sales service of smart home. Through the introduction of the article, I think everyone has some understanding. The article is here for everyone today, hoping to bring help to everyone.
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