October 21, 2014

LG’s Smart Diagnosis

LG has taken the technology they used in the Kenmore Connect system for Sears. and applied the self-diagnosis technology for clothes washers and dryers to their own LG brand.

The SmartDiagnosis system was developed by LG to help customer service representatives quickly and efficiently troubleshoot mechanical issues over the phone, limiting service calls and in-home visits.

Consumers calling the LG customer service center are instructed to press select buttons on the laundry unit, which in turn trigger a series of diagnostic tones. Each tone corresponds with a specific potential maintenance need and can be identified by trained service technicians over the phone, allowing them to evaluate the information and provide feedback based on the data that was received. The system is designed to eliminate a step in the troubleshooting process, because issues may be identifiable without a service technician visit. When service visit is required, the technician can come prepared with the correct parts so that the repair can be resolved in one visit.