Support needs to start assigning 4 hour windows for this remote diag work. We can’t have our units sitting idle for days on the outside chance support MIGHT login to it. Think about the impact the current method has on your customer.
Exactly, you never know when the might get to it. With my trimmer issue they wanted it parked on the dock with trimmer installed, but then it was days before they looked at it. It wasn’t until I asked for an update that they looked at it. Meanwhile the grass keeps growing.
And worse, by the time they do look, any logs of the event have long ago rotated out.
Just got the news that I will receive a replacement core. Diagnosis was done. So, all good on my side. But a timeframe of when the diagnosis would be done would be convenient. And just a little message when it is done. I understand that a decision takes time, but this would make it easier.
Thanks for sharing your feedback. A fixed 4-hour window may be difficult to implement, as the timing of remote diagnosis depends on the availability and workload of our support specialists.
That said, we completely understand your concern about not knowing when the remote diagnosis will be performed. I’ll share your suggestion with our team and see if we can provide customers with an estimated timeframe or diagnosis window in the future to make the process more predictable.
We really appreciate you taking the time to share your thoughts.
Glad to hear the diagnosis has been completed and that a replacement Core has been arranged for you.
Also, thank you for your feedback. We understand that having an estimated timeframe for the diagnosis, along with a notification once it has been completed, would make the process much more transparent and convenient. I’ll share your suggestion with our team for consideration.
We appreciate you taking the time to share your experience.
@Yarbo-Forum what about something like this:
In app notifications that a technician is working on your unit and to keep the unit online and not working. Then a notification when completed and a note about the diagnosis and if it is fixed or not plus next steps (send it out to work or wait for further repair, etc.
Thanks for sharing your suggestion. I’ll share this feedback with our team for further consideration. We appreciate your input and ideas for improving the user experience.