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HVACR216 - HydronicsHVACR216 - Hydronics

The Troubleshooting ProcessThe Troubleshooting Process

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TroubleshootingTroubleshooting

• 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.

• 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.

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TroubleshootingTroubleshooting

• 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

• 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

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TroubleshootingTroubleshooting

• 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

• 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

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Gathering the informationGathering 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.

• 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.

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Verify the issueVerify 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.

• 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.

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Look for quick fixesLook 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.

• 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.

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Performing the Appropriate Diagnostic. 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.

• 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.

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Using Additional Resources to Research the IssuesUsing 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!!!

• 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!!!

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Escalating the issueEscalating 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.

• 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.

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TroubleshootingTroubleshooting

• 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.

• 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.

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Verifying that the Repair Actually Corrected the Problem.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.

• 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.

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Educating the homeowner about the nature of the problemEducating 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.

• 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.

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Completing all Administrative PaperworkCompleting 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.

• 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.

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Finishing stepsFinishing 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.

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.

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Finishing stepsFinishing 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.

• 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.