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Spärkel Mind Map - Coggle Diagram

- - - - Confirm: 1) The seal is in place and not damaged; send the image of missing seals. 2) The cap was tightened securely. 3) The bottle leaks even when it’s not in the unit
        
        Macro: Bottle Leaks: Out of the Bottom - Even when it's not in the unit (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Consider defective Bottle Cap). If it doesn't, possible replacement of Bottle.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Confirm: 1) Ask the customer to check the Bottom Spigot O-Ring for any damage or fraying. 2) Send the image of missing or misaligned Spigot O-Rings.
        
        Macro: Bottle Leaks: Out of the Bottom (Only when it's in the unit) (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Spigot O-Ring Replacement and Instructions (ZD)
  - - - Confirm: 1) Ask the customer to check the Bottom Spigot O-Ring for any damage or fraying. 2) Send the image of missing or misaligned Spigot O-Rings.
        
        Macro: Bottle Holder Leaks (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Spigot O-Ring Replacement and Instructions (ZD)
  - - - Confirm: 1) Ask the customer to check the Bottom Spigot O-Ring for any damage or fraying. 2) Send the image of missing or misaligned Spigot O-Rings.
        
        Macro: Counter-Top Leak (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Spigot O-Ring Replacement and Instructions (ZD)
  - - - Confirm: 1) The Top Bottle Cap Seal is in place and not damaged; send the image of missing seals. 2) Confirm that the Top Bottle Cap was tightened securely
        
        Macro: Bottle Leaks: Out of the Top (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Consider defective Bottle Cap). If it doesn't, possible replacement of Bottle.
        
        Macro: Missing Top Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Confirm: 1) The Top Bottle Cap Seal is in place and not damaged; send the image of missing seals. 2) Confirm that the Top Bottle Cap was tightened securely
        
        Macro: Bottle Leaks: Out of the Top (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Consider defective Bottle Cap). If it doesn't, possible replacement of Bottle.
        
        Macro: Missing Top Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Confirm: 1) Ask the customer to check for the seal; send the image of missing seals. 2) Confirm that the cap was tightened securely. 3) Ask the customer to check the Top Spigot O-Ring for any damage or fraying. 4) Send the image of incorrect or missing O-Rings.
        
        Macro: Bottle Leaks: Out of the Top (Only when it's in the unit) (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Confirm: 1) Ask the customer to check for the seal; send the image of missing seals. 2) Confirm that the cap was tightened securely. 3) Ask the customer to check the Top Spigot O-Ring for any damage or fraying. 4) Send the image of incorrect or missing O-Rings.
        
        Macro: Bottle Leaks: Out of the Top (Only when it's in the unit) (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Macro: Confirming Air Leak (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Macro: Confirming Air Leak (EN)
        
        If the picture confirms the problem, replace the missing/damaged part (Possible bottle replacement). If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - First Steps: 1) Ask the customer to check the Seal; it should fit snugly in the Cap. 2) Send the image of missing seals. 3) Request pictures of the bottle shell (Especially the top and bottom views).
        
        Macro: Bottle Leaks - Warped/Won't Close Securely (EN)
        
        Next Steps: 1) If Seals are misaligned, replace. 2) If the Bottle Shell is warped, replace the Shell.
        
        If the picture confirms the problem, replace the missing/damaged part. If it doesn't, ask for a video and serial number (Possible Bottle replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Shell is the issue.
  - - - To confirm: 1) Ask the customer to check the O-Rings for any damage or fraying. 2) Send the image of missing or misaligned O-Rings. 3) Ask the customer to check for the Top Cap seal; send the image of missing seals. 4) Confirm that the Bottle Caps were tightened securely. 5) Ask the customer to remove and clean the Top Lid Stopper (Wash in warm, soapy water).
        
        Macro: Reservoir Empties into the Carbonation Chamber During A Cycle (EN)
        
        If the picture confirms the problem, replace the missing/damaged part. If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - To confirm: 1) Ask the customer to check the O-Rings for any damage or fraying. 2) Send the image of missing or misaligned O-Rings. 3) Ask the customer to check for the Top Cap seal; send the image of missing seals. 4) Confirm that the Bottle Caps were tightened securely. 5) Ask the customer to remove and clean the Top Lid Stopper (Wash in warm, soapy water).
        
        Macro: Reservoir Empties into the Carbonation Chamber During A Cycle (EN)
        
        If the picture confirms the problem, replace the missing/damaged part. If it doesn't, ask for a video and serial number (Possible unit replacement).
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro if the Bottle Cap is the issue.
  - - - Macro: Broken Valve (EN)
        
        If the issue persist, ask for a video and serial number.
        
        If the issue is confirmed, replace the appliance.
        
        Macro: Reservoir Drain - Broken Valve (ZD)
  - - - Confirm that the Residue Drawer gets emptied when full.
        
        Macro: Appliance Overflows After Lifting the Handle (EN)
        
        Replace the Residue Drawer if missing/damaged. If it isn't, request a video and serial number for a possible replacement.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro.
  - - - Confirm that the Residue Drawer gets emptied when full.
        
        Macro: Appliance Overflows After Lifting the Handle (EN)
        
        Replace the Residue Drawer if missing/damaged. If it isn't, request a video and serial number for a possible replacement.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro.
  - - - 1) A few drops of liquid might spritz from the bottom bottle valve as it closes when you lift the bottle off. 2) These drops pool in the Evaporation Tray on the underside of the appliance. 3) If the unit is shifted, a few drops could tip out on the countertop.
        
        1) Explain this to the customer. 2) Ask the customer to tilt the unit forward to empty the Evaporation Tray.
        
        Macro: Evaporation Tray Water Spritz (EN)
        
        Advise them to reach out if the problem worsens: Ask for a video and serial number.
        
        Depending on the video, Replace Bottom Spigot O-Ring. Still unresolved: replace appliance.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro.
  - - - 1) Confirm that the issue does not include a water leak. 2) Ask the customer to check the Top Cap Seal, and Top Spigot O-ring. 3) Confirm that the Top Lid clicks into place securely. 4) Ask the customer to remove and clean the Top Lid Stopper (Wash in warm, soapy water). 5) Wipe the Funnel area with a damp cloth.
        
        Macro: Confirming Air Leak (EN)
        
        If a part is missing or damaged, replace it.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro.
        
        If all parts are fine, ask for a video and serial number. Possible replacement.
        
        Macro: Asking for A Video (EN)
  - - - 1) Confirm that the issue does not include a water leak. 2) Ask the customer to check the Top Cap Seal, and Top Spigot O-ring. 3) Confirm that the Top Lid clicks into place securely. 4) Ask the customer to remove and clean the Top Lid Stopper (Wash in warm, soapy water). 5) Wipe the Funnel area with a damp cloth.
        
        Macro: Confirming Air Leak (EN)
        
        If a part is missing or damaged, replace it.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro.
        
        If all parts are fine, ask for a video and serial number. Possible replacement.
        
        Macro: Asking for A Video (EN)
  - - - 1) Confirm that the issue does not include a water leak. 2) Ask the customer to check the Top Cap Seal, and Top Spigot O-ring. 3) Confirm that the Top Lid clicks into place securely. 4) Ask the customer to remove and clean the Top Lid Stopper (Wash in warm, soapy water). 5) Wipe the Funnel area with a damp cloth.
        
        Macro: Confirming Air Leak (EN)
        
        If a part is missing or damaged, replace it.
        
        Macro: Missing Bottom Cap Seal (ZD)
        *Edit the macro.
        
        If all parts are fine, ask for a video and serial number. Possible replacement.
        
        Macro: Asking for A Video (EN)
- - - - Ask for a video of a cycle and the serial number.
        
        If video confirms the issue,
        replace the unit (send to office).
  - - - No details provided.
        
        Macro: Uncategorized Trouble - No Details (ZD)
      - Some details provided.
        
        Macro: Uncategorized Trouble - Some Details (ZD)
    - - No details where the leak comes from.
        
        Macro: Uncategorized Leak (ZD)
  - - - No prior information provided: Recommend that the customer run a Troubleshooting Cycle, paying special attention to any possible leaks.
        
        Macro: Weird/Bad Taste (ZD)
        
        Prior information provided/Troubleshooting Cycle done - Possible Air Leak. Confirm details.
        
        Macro: Confirming Air Leak (EN)
        
        Identify which part is damaged/missing. If nothing is damaged/missing, ask for a video.
        
        If the video confirms the issue, possible replacement.
    - - No prior information provided: Recommend that the customer run a Troubleshooting Cycle, paying special attention to any possible leaks.
        
        Macro: Weak/Poor Carbonation (ZD)
        
        Prior information provided/Troubleshooting Cycle done - Possible Air Leak. Confirm details.
        
        Macro: Confirming Air Leak (EN)
        
        Identify which part is damaged/missing. If nothing is damaged/missing, ask for a video.
        
        If the video confirms the issue, possible replacement.
  - - - Ask for a video of a cycle and the serial number.
        
        Respond with corresponding macro.
        
        https://sparkel.zendesk.com/agent/tickets/5289
  - - - Ask for a video of a cycle and the serial number.
        
        If the video confirms the issue, replace the unit.
        
        Macro: Return/Replacement Confirmation (ZD)
  - - - Appliance starts running as soon as it is plugged in; motor runs continously.
        
        Ask for a video of a cycle and the serial number.
        
        If video confirms the issue, initiate replacement.
        
        Macro: Return/Replacement Confirmation (ZD)
    - - Appliance doesn't make a motor sound when operating. Lights and chimes may still work, but nothing happens when the customer presses "Start".
        
        Ask for a video of a cycle and the serial number.
        
        Macro: Silent/Power-board Fail - Replacement (ZD) Edit to request a video
        
        If video confirms the issue, initiate replacement.
        
        Macro: Return/Replacement Confirmation (ZD)
  - - - Replace the drawer.
        
        Macro: Missing/Damaged Residue Drawer (EN)
  - - - If it is actually missing: initiate replacement
        
        Macro: Missing/Lost Stopper (EN)
  - - - Macro: Spigot O-Ring Replacement and Instruction (ZD)
  - - - Macro: Mold/General Cleaning: Expanded Version (ZD)
        
        If the specific area with mold is NOT covered by the macro, please consult with the team for additional cleaning instructions. (Take a look at old tickets)
  - - - Ask for a video and the unit's serial number.
        
        Replace the unit.
        
        Macro: Return/Replacement Confirmation (ZD)
    - - Something may be stuck in the chamber; recommend a rinse.
        
        Macro: How to Rinse Carbonation Chamber (EN)
        
        If rinsing doesn't work, ask for a video and the unit's serial number.
        
        If video confirms the issue, initiate replacement.
        
        Macro: Return/Replacement Confirmation (ZD)
    - - Try dry run
        
        Macro: Dry Run (ZD)
        
        If that doesn't work, ask for a video and serial number.
        
        If video confirms the issue, Initiate replacement.
        
        Macro: Return/Replacement Confirmation (ZD)
    - - Make sure the customer tried pushing the reservoir towards the unit. It should be flush with the unit.
        
        Macro: Rear Reservoir Leaks in the Unit (EN)
        
        If that doesn't work, ask for a video and the unit's serial number.
        
        Initiate replacement if necessary.
        
        Macro: Return/Replacement Confirmation (ZD)
    - - Ask for a picture/video.
        
        Initiate replacement if necessary.
        
        Macro: Broken Rear Reservoir (EN)
  - - - Suggest rinsing the Latch
        
        Macro: Top Latch Broken (EN)
        
        If rinsing doesn't work, ask for a video and the unit's serial number.
        
        Check video. Initiate replacement if necessary
        
        Macro: Broken Top Latch (ZD)
    - - Suggest rinsing the Latch
        
        Macro: Top Latch Broken (EN)
        
        If rinsing doesn't work, ask for a video and the unit's serial number.
        
        Check video. Initiate replacement if necessary
        
        Macro: Return/Replacement Confirmation (ZD)
  - - - Macro: Bottle Leak - Uncategorized (EN)
    - - Pick one.
        
        https://sparkel.zendesk.com/agent/tickets/5361
    - - Old Customer
        
        Ask for pictures if necessary.
        
        Replace the Cap Seal (Either Top or Bottom)
        
        Macro: Missing Seal (EN)
      - New Customer
        
        Explain the difference between Clear and Black Seals. Ask for pictures if necessary.
        
        Replace the Cap Seal (Either Top or Bottom)
        
        Macro: Missing Seal (EN)
    - - Issue: Cracking, lines, exploding bottle
        
        Ensure that we have pictures of the bottle (Ask if not included in the email).
        
        Macro: Cracked Bottle (ZD) + Macro: Essential Oil (EN)
        
        Be sure to get them to stop using the bottle and to warn customers against the use of essential oils in any beverage or infusion as these degrade the plastic.
        
        Macro: Essential Oil (EN)
        
        Then alert Alex in the shared channel. Be sure to add an “URGENT” tag.
    - - Make sure the Seal is flush.
        
        If not sure (Maybe missing), Ask for a picture.
        
        Macro: Missing Seal (EN)
        
        New Customer: Make sure it's really missing (Translucent seals can be hard to see).
        
        Macro: Missing Seal (EN)
        
        Old Customer: Initiate replacement.
        
        Macro: Missing Seal (EN)