The below set of questions are used when we have a lock with a handle.
- It would be a lot easier for us to troubleshoot the problem in case we can have a video call . Can we video call you on whatsApp or send you a zoom link .
If the answer is yes , then work with the client to check the below , If the answer is no , then ask the client to answer the below. - Do you think you know the thickness of the Door? ( if its thin then the mortise might be squeezed between the In-body and the out-body )
- Is the door properly aligned with the door frame? If not this can cause several alarm notifications , sounds.
- Does the deadbolt have enough room in the door frame?
- Is the handle movement smooth, or are there any problems with it?
- Is the mortise installed at the centre of the door side? if not, then this might affect the deadbolt.
- Please use the sensor or lock/unlock button to retract the deadbolt . this was we can know if the problem is with the door frame or the lock itself .
- If you have a screw driver only , I can walk you through dismantling the lock and check other points which will make repair problem easier? If the client agrees , then.
- check that internal connectors are plugged in properly ?
- check that the internal wires are intact ?
- check if the handle shaft pin is in its place ?
- check if the handle shaft has slipped towards the in-body or
the out-body ?
9. If asking all the above does not help solving the problem and you believe that a locksmith needs to go to site, then inform the client that you will double check some issues and get back to them .
10. send "Melbourne support" the case with all the details and the video sent by the client, and if we decide that a locksmith is required at site , we send the client an email with the "service agreement" form in order for the client to sign and return prior to sending the locksmith.
Closing Spiel :
< Mr./Mrs. client name > Is there anything else that I will be able to help you with?
Thank you for calling Digital Door Locks. Have a great day!