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HVACR216 - Hydronics. The Troubleshooting Process. Troubleshooting. To some people, troubleshooting can be considered to be an art form, others consider it to be more of a science.
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HVACR216 - Hydronics The Troubleshooting Process
Troubleshooting • To some people, troubleshooting can be considered to be an art form, others consider it to be more of a science. • However, trying to solve a problem using a pure scientific approach may not always work. In any case, some steps can be followed to assist in the development of troubleshooting skills. • One of the most important is establishing a good rapport with the customer.
Troubleshooting • Lots of times, when a customer calls, it is the ultimate problem. When lots of times the “ultimate problem” is nothing more than symptom. • With a good rapport with the customer, it is easier to get the actual information needed to determine the actual problem. • There are two major phases that can be associated with the troubleshooting process: • The identification process • The repair process
Troubleshooting • The identification process is more than shining a flashlight into a boiler or heat exchanger and trying to spot a problem or malfunctioning part. USE THE TOOLS SUPPLIED TO YOU!!!!! • The identification process can be divided into several key phases or steps: • Gathering information • Verifying the issue • Look for quick fixes • Perform the appropriate diagnostics • Use additional resources to research the issue
Gathering the information • When starting a service call, the first step is to gather the information necessary to correctly identify the problem. • This is done by simply asking the homeowner pertinent questions. • When questioning a homeowner, it is necessary to keep two general rules in mind. • Start with an open question such as “ What is wrong” or “What is the issue” • Let the customer explain in their own words what they have experienced/are experiencing. NEVER INTERRUPT a customer or add comments to what they are telling you.
Verify the issue • Always verify that the problem described by the customer is the actual problem of the system and not just a symptom. • Lots of times, the situation or problem that the customer describes is often not the actual problem.
Look for quick fixes • In many cases, the actual fix is more involved than simply resetting or changing the battery in a thermostat. • However, there are still cases in which the simplest and/or most obvious fix corrects the problem. • Example: Suppose that you were called to look at a customer’s gas central heating system because it wouldn’t ignite. • If the customer is using an electronic t-stat, it might be useful to check the battery before starting to break down the furnace.
Performing the Appropriate Diagnostic. • If the quick fix does not resolve the issue, then it is necessary to perform more thorough diagnostic. • Often, equipment manufacturers will supply troubleshooting charts and information to help diagnose the equipment. • Refer to this material if it is available.
Using Additional Resources to Research the Issues • If you have never encountered a problem like the one that is currently before you, and you are having trouble locating the issue, don’t be afraid to go to the internet ( if available), a distributor, or even a fellow technician. • Don’t guess!!!
Escalating the issue • If you are working for a large company and continue to have problems locating and correcting the problem, the issue can often be escalated to a service manager for assistance. • If you are self employed or working for a small company, when you encounter a problem that you cannot resolve, the equipment manufacturer can often be of assistance.
Troubleshooting • Once the issue has been correctly identified, the repair process can proceed. • Like the identification process, the repair process also involves several steps. • Repair or replace the faulty item and/or equipment. • Test the system thoroughly to verify that the repair actually corrected the issue. • Educate the homeowner about the nature of the problem and the actions taken to correct it. • Complete all paperwork.
Verifying that the Repair Actually Corrected the Problem. • This is the most important and critical step in the process. • NEVER leave a customer without first testing the repair and/or installation to confirm that you actually corrected the problem.
Educating the homeowner about the nature of the problem • Always show the customer the worn and replaced parts and explain to them why the old parts are defective. • If the customer understands the issue and the repair taken, they are less likely to become dissatisfied with the job.
Completing all Administrative Paperwork • This is especially important when dealing with warranty work. • If the necessary paperwork is not completed correctly and on time, then there will be a delay in the service company receiving their payment. • Or a warranty claim may be denied.
Finishing steps This last step is equally as important as all the work you’ve just done. Broom finish • Clean up your work area. • Wipe down the top of the equipment with a rag. • Sweep up around the backside of the equipment. • Remove all left over job debris or old parts left behind by others. • Leave the job cleaner than it was when you got there.
Finishing steps • And lastly, take a minute to clean up your tools and put them away back where they belong. • A light coating of WD-40 on a clean rag will do just fine to protect your tool investment made over the years.
