Week 6: Service & Repairs

# Week 6: Service & Repairs

## Day 1: Common Issues Overview

### Roll Shutter Problems

| Issue | Likely Cause | Common Fix |
|-------|--------------|------------|
| Won't go up/down | Motor failure, power, limit switches | Check power, reset limits, replace motor |
| Stops partway | Obstacle, limit switch, binding | Clear obstruction, adjust limits, lubricate |
| Makes grinding noise | Slats misaligned, debris, worn parts | Realign, clean tracks, replace parts |
| Remote not working | Battery, signal, receiver | New battery, reprogram, replace receiver |
| Slats damaged | Impact, weather, age | Replace individual slats |
| Motor runs but shutter doesn't move | Coupling broken, gear failure | Replace coupling or motor |

### Awning Problems

| Issue | Likely Cause | Common Fix |
|-------|--------------|------------|
| Won't extend/retract | Motor, gearbox, power | Check power, replace motor |
| Fabric sagging | Arm adjustment, stretching | Adjust arm tension |
| Fabric torn | Wind damage, age | Replace fabric |
| Arms not aligned | Adjustment needed | Realign arms |
| Sensor not working | Wiring, sensor failure | Check connections, replace sensor |

### Screen Problems

| Issue | Likely Cause | Common Fix |
|-------|--------------|------------|
| Mesh torn | Impact, pets, age | Replace mesh |
| Won't retract smoothly | Dirty tracks, spring tension | Clean tracks, adjust tension |
| Housing damaged | Impact | Replace housing |
| Zipper stuck | Debris, alignment | Clean, realign |

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## Day 2: Troubleshooting Process

### Step 1: Gather Information
- What product? (model if known)
- When was it installed?
- What exactly is the problem?
- When did it start?
- Has anything changed? (power work, impact, weather)

### Step 2: Basic Remote Diagnostics
**Power Check:**
- Is there power to the unit?
- Breaker tripped?
- Other things on that circuit working?

**Motor Check:**
- Do you hear the motor trying?
- Any clicking or humming?
- Did it work recently?

**Physical Check:**
- Is anything blocking it?
- Any visible damage?
- Weather-related (frozen, debris)?

### Step 3: Determine Next Steps
- **DIY Fix:** Guide customer through simple solutions
- **Service Call:** Schedule technician visit
- **Warranty Claim:** If within warranty period
- **Parts Order:** If specific part identified

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## Day 3: Using the Service Database

### Our Repair Database
We have 653 real service records with problems and solutions. Use this to:
- Find solutions to common issues
- See what parts were needed
- Learn from past repairs

### Example Searches
- "motor won't run"
- "remote programming"
- "slat replacement"
- "shutter stuck"

### Documentation
Always document:
- Customer contact info
- Product details (model, size, install date)
- Problem description
- Troubleshooting done
- Solution applied
- Parts used
- Time spent
- Photos if relevant

---

## Day 4: Warranty & Service Calls

### Standard Warranties
| Product | Parts | Labor |
|---------|-------|-------|
| Roll Shutters | 5 years | 1 year |
| Fire Shutters | 5 years | 1 year |
| Awnings | 5 yr frame, 5 yr fabric | 1 year |
| Screens | 5 years | 1 year |
| Motors | 5 years | 1 year |

### What's Covered
- Manufacturing defects
- Motor/component failure (normal use)
- Fabric defects

### What's NOT Covered
- Physical damage (impact, weather events)
- Improper use
- Lack of maintenance
- Acts of God (extreme weather)
- Normal wear and tear after warranty

### Scheduling Service
1. Create service ticket in CRM
2. Gather all relevant information
3. Check warranty status
4. Schedule with customer
5. Assign to technician
6. Follow up after completion

---

## Day 5: Preventive Maintenance

### Roll Shutter Maintenance
- **Monthly:** Operate fully up and down
- **Quarterly:** Clean tracks with dry cloth
- **Annually:** Lubricate tracks, inspect slats, check limits

### Awning Maintenance
- **After rain:** Let dry before retracting
- **Monthly:** Inspect fabric for debris, clean if needed
- **Seasonally:** Clean fabric with mild soap and water
- **Winter:** Retract and protect (or store)

### Screen Maintenance
- **Monthly:** Operate to prevent sticking
- **Quarterly:** Clean tracks
- **As needed:** Clean mesh with soft brush and water

### Maintenance Contracts
- Offer annual maintenance contracts
- Regular inspections prevent costly repairs
- Builds long-term customer relationships
- Upsell opportunity

### Week 6 Quiz
1. What's the most common cause of "shutter won't move"?
2. What's covered under warranty?
3. How do you troubleshoot remotely?
4. How often should roll shutters be operated?
5. Why are maintenance contracts valuable?

### Hands-On
- [ ] Review 10 service records in the database
- [ ] Shadow a service call
- [ ] Practice phone troubleshooting
- [ ] Learn to create service tickets in CRM