Ticket #380: My TV Doesn’t Work
Cable boxes are notoriously unreliable. We all know it. Yet we have no choice but to install them, and they usually represent one of the most commonly used devices in our deployed systems. So when these boxes fail, which they often do, you can bet it won’t be long until the phone rings.
This was the case a couple of weeks ago when a homeowner called us to help him figure out why his TV wasn’t working (sound familiar?)…
OneVision’s Role – Instant Triage and Basic Support:
After responding instantly to the call we realized that not only did we not have any information on file about this homeowner’s system, but also no on-site appliance for remote access. This can happen for a number of reasons. In this case our partner had performed the installation as a small favor for the father of one of their VIP clients. The system information had simply not been captured at the time of the install. How we overcome these situations is a question we get asked all the time. We simply take the same approach you might if a friend called out of the blue asking for tech help.
Using basic troubleshooting principles we ask the client to cycle through various sources using the control system. After establishing that the Apple TV and Blu-ray were both working we were fairly certain the problem was related directly to the cable box.
The next hurdle presented itself when the homeowner revealed that he wasn’t sure how to identify the cable box amongst the other devices in his rack. We had him send us some pictures, then helped him locate the box using the brand name and the clock display on the front as guides. Once located he was able to easily give the box a hard reset which resolved the issue right away.
The homeowner was relieved to have such a quick resolution, and empowered to try this simple troubleshooting step if (when) the cable box locks up again.
Our Partner’s Role – Advanced Support:
We’re happy to say that, in spite of having zero previous knowledge of this system, our partner never had to deal with this issue. Walking a client through a cable box reboot may not be a complicated process. But in the aggregate these sort of calls drain time and consume vital energy that can otherwise be spent building your business. In this particular case, we built incredible goodwill and brand value with the homeowner, and his VIP son, cementing a critical business relationship and all but guaranteeing a future revenue and referral stream.
Contact OneVision now to see how we can help keep you focused on the big picture in your business.