Table of contents
Product Support - After Purchase
These tables show the category codes to accurately classify and prioritize customer issues. By selecting the appropriate C4C category, you can ensure an efficient resolution of customer concerns.
Coffee (ZO_PS_03 Coffee)
Service Category | Cause Category | Description (issues) |
|---|---|---|
PS_CF_001 | Blocked nozzle |
|
PS_CF_002 | Coffee doesn't flow | Water is not flowing while brewing coffee |
PS_CF_003 | Coffee ground issues | Coffee beans grinding to fine or coarse |
PS_CF_004 | Coffee temperature | Coffee is not at an optimal temperature |
PS_CF_005 | Milk issues | Questions about types of milk |
PS_CF_006 | Descale light won't go off | Problems associated with descaling problems |
PS_CF_007 | Grinding problems | Coffee beans not grinding |
PS_CF_008 | General alarm issues | Use this option ONLY if the "general alarm" is on |
PS_CF_009 | Infuser problems | Any problems caused by the infuser. First, we need to probe or troubleshoot |
PS_CF_010 | Steaming issues | Problems associated with frothing |
PS_CF_011 | Quality of coffee (watery...) |
|
PS_CF_012 | Trips house electrics | The unit has faulty internal components causing the circuit breaker to trip |
PS_CF_013 | Cleaning and maintenance | How to effectively clean and maintain the unit. Customer who requests information about a Service Center to take the unit for cleaning/maintenance or about the Descaling procedure |
PS_CF_014 | Damaged/broken parts | Internal or external damaged parts from shipping or customer handling. |
PS_CF_015 | Fire/Personal Damage/Injury | The consumer advises that there has been some type of property damage/personal injury caused by, or related to, the use of their product, and they are seeking monetary compensation |
PS_CF_016 | Leaking water/oil/gas/steam | The unit has faulty seals or internal components causing leaks |
PS_CF_017 | Missing Accessory | The accessory was not delivered or lost |
PS_CF_018 | Missing Instructions | Missing manual or incorrect manual |
PS_CF_019 | Missing Recipe Book | Missing Recipe Book |
PS_CF_020 | Doesn't follow the function/program | The unit does not function as designed |
PS_CF_021 | It does not switch on (no power) | Make sure the machine does not turn on, if it does not turn on due to the power outlet used, this will not be the category. If it was in "standby mode" the correct category will be "operation advice" |
PS_CF_022 | It stops | The unit stops working while brewing coffee. |
PS_CF_023 | Does not switch off | The unit will not power off using the onboard power switches |
PS_CF_024 | Noisy/ Vibration | The unit has lost or improperly connected component |
PS_CF_025 | Start-up info (priming) | Assisting customers with first-time use of new unit |
PS_CF_026 | Operation Advice | Tips when using the machine for the first time or proper usage for optimal performance |
PS_CF_027 | Display error msg/lights/acoustic | The unit has an internal causing error indicator lights |
PS_CF_028 | Poor Performance | Unit not working as designed or decreased performance |
PS_CF_029 | Product smells | The unit has an order while in use |
PS_CF_030 | Oxidation (rust) | The unit has indications of rust internally or externally |
PS_CF_031 | Doesn't heat | The warmer plate does not heat |
PS_CF_032 | Other | DO NOT USE UNLESS INSTRUCTED |
PS_CF_033 | Overheating/gets hot | The unit is malfunctioning causing it to overheat |
PS_CF_034 | Prod. discoloration/ changing color | The unit has fading or changes in color |
PS_CF_035 | Connectivity issues | Problems connecting to apps |
PS_CF_036 | Info/Compliance with regulations | Concerns about regulatory compliance after purchasing the unit |
PS_CF_037 | Timer doesn't work/defective timer | Units device timer is no longer functional |
Cooling, Heating, Air treatment (ZO_PS_06)
Service Category | Cause Category | Description (issues) |
|---|---|---|
PS_AT_001 | Doesn't cool | The unit is not a cooling environment |
PS_AT_002 | Poor dehumidification | Uni is not dehumidifying the room |
PS_AT_003 | Ice forming | The unit has ice forming around coils |
PS_AT_004 | Doesn't heat | The unit does not heat up while in use |
PS_AT_005 | Tank light | The unit tank is activated |
PS_AT_006 | Draining issues | The unit will not release water properly |
PS_AT_007 | Trips house electrics | The unit has faulty internal components causing the circuit breaker to trip |
PS_AT_008 | Cleaning and maintenance | How to effectively clean and maintain the unit. Customer who requests information about a Service Center to take the unit for cleaning/maintenance or about the Descaling procedure |
PS_AT_009 | Damaged/broken parts | Internal or external damaged parts from shipping or customer handling. |
PS_AT_010 | Fire/Personal Damage/Injury | The consumer advises that there has been some type of property damage/personal injury caused by, or related to, the use of their product, and they are seeking monetary compensation |
PS_AT_011 | Leaking water/oil/gas/steam | The unit has faulty seals or internal components causing leaks |
PS_AT_012 | Missing Accessory | The accessory was not delivered or lost |
PS_AT_013 | Missing Instructions | Missing manual or incorrect manual |
PS_AT_014 | Missing Recipe Book | Missing Recipe Book |
PS_AT_015 | Doesn't follow the function/program | The unit does not function as designed |
PS_AT_016 | It does not switch on (no power) | Make sure the machine does not turn on, if it does not turn on due to the power outlet used, this will not be the category. If it was in "standby mode" the correct category will be "operation advice" |
PS_AT_017 | It stops | Unit stops working while heating or cooling |
PS_AT_018 | Does not switch off | The unit will not power off using the onboard power switches |
PS_AT_019 | Noisy/ Vibration | The unit has lost or improperly connected component |
PS_AT_020 | Start-up info (priming) | Assisting customers with first-time use of new unit |
PS_AT_021 | Operation Advice | Tips when using the machine for the first time or proper usage for optimal performance |
PS_AT_022 | Display error msg/lights/acoustic | The unit has an internal causing error indicator lights |
PS_AT_023 | Poor Performance | Unit not working as designed or decreased performance |
PS_AT_024 | Product smells | The unit has an order while in use |
PS_AT_025 | Oxidation (rust) | The unit has indications of rust internally or externally |
PS_AT_026 | Doesn't heat | Unit not heating while in use |
PS_AT_027 | Other | DO NOT USE UNLESS INSTRUCTED |
PS_AT_028 | Overheating/gets hot | The unit is malfunctioning causing it to overheat |
PS_AT_029 | Prod. discoloration/ changing color | The unit has fading or changes in color |
PS_AT_030 | Connectivity issues | The unit will not connect via wifi, Bluetooth, or to the wireless remote |
Kitchen Appliances (ZO_PS_05)
Service Category | Cause Category | Description (issues) |
|---|---|---|
PS_KA_001 | Blade issues | Unit blades are damaged or not cutting properly |
PS_KA_002 | Lid issues | The unit lid is not connecting or missing |
PS_KA_003 | Taste |
|
PS_KA_004 | Trips house electrics | The unit has faulty internal components causing the circuit breaker to trip |
PS_KA_005 | Cleaning and maintenance | How to effectively clean and maintain the unit. Customer who requests information about a Service Center to take the unit for cleaning/maintenance or about the Descaling procedure |
PS_KA_006 | Damaged/broken parts | Internal or external damaged parts from shipping or customer handling. |
PS_KA_007 | Fire/Personal Damage/Injury | The consumer advises that there has been some type of property damage/personal injury caused by, or related to, the use of their product, and they are seeking monetary compensation |
PS_KA_008 | Leaking water/oil/gas/steam | The unit has faulty seals or internal components causing leaks |
PS_KA_009 | Missing Accessory | The accessory was not delivered or lost |
PS_KA_010 | Missing Instructions | Missing manual or incorrect manual |
PS_KA_011 | Missing Recipe Book | Missing Recipe Book |
PS_KA_012 | Doesn't follow function/program | The unit does not function as designed |
PS_KA_013 | It does not switch on (no power) | Make sure the machine does not turn on, if it does not turn on due to the power outlet used, this will not be the category. If it was in "standby mode" the correct category will be "operation advice" |
PS_KA_014 | It stops | Unit stops working while in use |
PS_KA_015 | Does not switch off | The unit will not power off using the onboard power switches |
PS_KA_016 | Noisy/ Vibration | The unit has lost or improperly connected component |
PS_KA_017 | Start-up info (priming) | The unit has lost or improperly connected component |
PS_KA_018 | Operation Advice | Assisting customers with first-time use of new unit |
PS_KA_019 | Display error msg/lights/acoustic | The unit has an internal causing error indicator lights |
PS_KA_020 | Poor Performance | Unit not working as designed or decreased performance |
PS_KA_021 | Product smells | The unit has an order while in use |
PS_KA_022 | Oxidation (rust) | The unit has indications for rust internally or externally |
PS_KA_023 | Doesn't heat |
|
PS_KA_024 | Other | DO NOT USE UNLESS INSTRUCTED |
PS_KA_025 | Overheating/gets hot | The unit is malfunctioning causing it to overheat |
PS_KA_026 | Prod. discoloration/ changing color | The unit has fading or changes in color |
PS_KA_027 | Connectivity issues | problems connecting to apps |
PS_KA_028 | Info/Compliance with regulations | Concerns about regulatory compliance after purchasing the unit |
PS_KA_029 | The timer doesn't work/defective timer | Units device timer is no longer functional |