Policies and Procedures
VIDEO SERVICE CALLS
Each initial, Diagnostic, Video Service Call includes a 1-hour, on-line, video chat with an experienced swimming pool and hot tub technician. (With an additional 1/2 hr. (If needed) Included at no additional cost.)
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Diagnostic, Video Service Calls must be pre-paid when the appointment is scheduled.
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If the problem cannot be found by the time the initial, Diagnostic Video Service Call has ended, then a 2nd appointment will need to be scheduled, as an Extended, Video Service Call. (Unless the problem is an intermittent problem. (See Intermittent Problems.)
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Extended Video Service Call includes Any Video Service Call needed after the initial Diagnostic Video Service Call.
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Extended, Video Service Calls must be pre-paid, with a credit card on file, that can be charged at the conclusion of the video chat.
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If, at the conclusion of the Extended Video Service Call, the problem still cannot be successfully diagnosed by the service technician, there will be no charge for the Extended, Video Service Call and the original, Diagnostic Video Service Call charge will be fully refunded within 24hrs. (Unless the problem is an intermittent problem.) (See Intermittent Problems.)
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All Video Service Calls will be scheduled on Google Meet, on a specific date and time agreed upon, by both parties, at the time the appointment is scheduled.
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If the customer fails to login to Google Meet, for the Video Service Call, within 30 minutes after the scheduled appointment time, the the appointment will be canceled.
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Video Service Calls that are canceled because the customer failed to log in to the meeting will still be subject to the diagnostic charge
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Video Service Calls that are canceled because the service technician failed to log into the meeting, at the scheduled time, then any prepaid charges will be refunded to the customer and the Video Service Call will be rescheduled at discounted price
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Video Service Calls that are canceled, because the customer did not have the correct tools or testing equipment or is unable to follow the instructions of the service technician, will still be subject to the diagnostic charges.
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All Video Service Calls will be recorded.
Intermittent problems
Intermittent Problems, are uncommon and by their very nature, most, difficult to diagnose, as most of the time, the unit works fine and only fails on random occasions. This type of problem must, necessarily, be approached and diagnosed quite differently.
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(Some examples of Intermittent Problems include, but are not limited to **[ My hot tub trips the breaker every now and then. ]***[ The pump on my swimming pool turns on and off randomly. ]***[ My hot tub trips the high limit every 2 to 4 days and quits heating, but after I reset it it works fine. ]** )
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The majority of the time, when the service technician arrives for the appointment, the unit is working fine and there is no failure for the service technician to find. The only way to diagnose an Intermittent Problem is to follow a step-by-step approach, in order to systematically eliminate possible causes, one by one. ****(Example. If your hot tub trips the breaker randomly, them we would have to test each component, (pumps, heater etc), by unplugging them one at a time, ( eliminating them from the equation), and then running the hot tub for 2 to 4 days to "test" it and see if the hot tub still trips the breaker. If it still trips the breaker, then the component we unplugged was not the problem, so we plug that one back in and and repeat the process with the next component. We continue unplugging and testing components, one by one, until the spa will finally run without tripping. Once this happens, we know that the component that is unplugged is tripping the breaker and needs to be replaced. And we can confirm by plugging the "bad" part back in and see if it trips again.) ****
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There are no guarantees, neither written nor implied on Any Video Service Call that involves an Intermittent Problem.
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So please be aware that Intermittent Problems, will most likely require multiple, video service calls to come to a final diagnosis, so could become quite costly.
ORDERING PARTS
Once the diagnostics are completed, and the parts needed identified, the customer has the option to have DaJH Diagnostics order the parts and have them shipped directly to their residence.
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If the customer elects to have us order the parts, He/She must inform the service technician before the end of the Diagnostic Video Service Call ( best option), or via email.
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Once the request has been made, the customer will receive a detailed quote via email, including prices, shipping charges, and taxes.
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Once the customer has accepted the quote, we will order the parts directly from the supplier and have them shipped directly to the customer.
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All parts orders must be prepaid and verified before any parts can be shipped
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DAJH Diagnostics does not keep an inventory of parts, and all parts ordered will be shipped directly from the supplier to the customer using the customers preferred delivery service.
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DaJH Diagnostics is not liable, for any issues, involved with shipping the parts to the customer, such as lost or damaged packages. It will be the customers responsibility to solve these issues with the shipping company. (Rest assured however, if you do have any problems, please notify the problem resolutions department at DaJH Diagnostics and we will do everything in our power to assist you in finding a solution.
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If you receive the wrong parts from the supplier, please notify DaJH Diagnostics, problem resolutions department immediately. We will get with the supplier and find out where the problem lies, make sure you get the correct part as quickly as possible, and assist you in returning the wrong parts back to the supplier.
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In the event you install the new part, and it fails to correct the issue, then please contact the problem resolutions department at DaJH Diagnostics and we will get with you and schedule a Callback Video Diagnostic Service Call at no charge to determine why the new part is not working.
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If the new part is just plain "bad out of the box" (it happens) then we will get with the supplier and have a new part shipped to the customer along with instructions on how to send the bad parts back to the supplier.
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If the new part was determined to be installed incorrectly by the customer, then DaJH Diagnostics is not liable for any damages caused by, or extra costs incurred from the incorrect installation.
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If it is determined that the service technician made an incorrect diagnosis on the initial Diagnostic Video Service Call, and the part installed was determined not to have been needed, then DaJH Diagnostics will except full responsibility for ensuring that the correct parts are ordered and shipped to the customer as quickly as possible, at no extra cost to the customer.