After-sales service method and after-sales service system for clothes treatment equipment

Abstract

The invention belongs to the technical field of clothes processing, and particularly provides an after-sales service method and an after-sales service system for clothes processing equipment. The problems that according to an existing clothes processing device, a user needs to actively find a fault and make contact with after-sales service to solve the problem, the user experience is affected, and unnecessary losses are caused due to the fact that the fault is not found in time and the clothes processing device is possibly damaged are solved. Therefore, the after-sales service method comprises the following steps: acquiring operation data of the clothes processing equipment in real time, and recording the operation data as actual operation data; according to the actual operation data and the normal operation data, whether the clothes processing equipment has an abnormal fault or not is judged; determining a fault reason according to the abnormal data corresponding to the abnormal fault; and determining a solution according to the fault reason, and selectively transmitting the fault information and the solution to a user APP end or an after-sales end. The user does not need to actively discover problems and report and contact the after-sales personnel, the method is suitable for users of all age stages, and the user experience is improved.

Description

Technical Field

[0001] The present invention belongs to the technical field of clothing treatment, and particularly provides a after-sales service method and a after-sales service system for clothing treatment equipment. Background Art

[0002] Currently, in the field of household appliances, there are already various examples of household appliances connected to the network. The most prominent one is the television, which has realized that users can select and play their favorite programs through the network. In the aspect of clothing treatment equipment, there have also emerged connections to the network to form an Internet of Things, achieving purposes such as resource sharing and remote procurement. In this context, the functions of various household appliances have developed very rapidly, and the applications of various intelligent and advanced devices are common. While enriching the user experience, some corresponding problems have also arisen.

[0003] For clothing treatment equipment such as washing machines, dryers, or washer-dryers, they have diverse functions, numerous components, and involve a lot of complex electrical controls with complex cooperation relationships. Compared with single-function appliances such as televisions and refrigerators, once a problem occurs, not only do users not understand the reason, but even ordinary maintenance personnel do not know where the fault lies or how to repair it.

[0004] When using clothing treatment equipment, users usually understand the functions and usage processes of the clothing treatment equipment through paper manuals or online manuals. When the clothing treatment equipment malfunctions, users need to check the manual to find the reason or call the after-sales service for help, that is, users need to take the initiative to communicate. However, in actual applications, many minor problems cannot be detected by users, and they do not affect the normal use of the clothing treatment equipment. But over time, it will damage the clothing treatment equipment and cause new problems, thereby affecting the service life of the clothing treatment equipment and the user experience, resulting in unnecessary losses.

[0005] Correspondingly, the field needs a new technical solution to solve the above technical problems. Summary of the Invention

[0006] The present invention aims to solve the above technical problems, that is, to solve the problems that the existing clothing treatment equipment requires users to actively discover faults and contact after-sales to solve problems, which affects the user experience, and that due to untimely discovery of faults, it may cause damage to the clothing treatment equipment and result in unnecessary losses.

[0007] In a first aspect, the present invention provides an after-sales service method for a laundry treatment device, the after-sales service method comprising: when the laundry treatment device is operating, acquiring in real time the operating data of the laundry treatment device, denoted as actual operating data; judging whether there is an abnormal fault in the operation process of the laundry treatment device according to the actual operating data and the normal operating data of the laundry treatment device; when there is such an abnormal fault, determining the fault cause of the occurrence of the abnormal fault according to the abnormal data corresponding to the abnormal fault; determining a solution according to the fault cause, and selectively transmitting the fault information and the solution to the user APP terminal or the after-sales terminal.

[0008] In a preferred technical solution of the above after-sales service method for a laundry treatment device, the step of "judging whether there is an abnormal fault in the operation process of the laundry treatment device according to the actual operating data and the normal operating data of the laundry treatment device" specifically comprises: comparing the actual operating data with the normal operating data to judge whether the actual operating data is within the range of the normal operating data; if all of the actual operating data is within the range of the normal operating data, determining that there is no such abnormal fault in the operation process of the laundry treatment device; if some of the actual operating data is not within the range of the normal operating data, determining that there is such an abnormal fault in the operation process of the laundry treatment device, and identifying the actual operating data that is not within the range of the normal operating data as the abnormal data corresponding to the abnormal fault.

[0009] In a preferred technical solution of the above after-sales service method for a laundry treatment device, the step of "determining a solution according to the fault cause, and selectively transmitting the fault information and the solution to the user APP terminal or the after-sales terminal" specifically comprises: determining a solution according to the fault cause; judging whether the abnormal fault belongs to a simple fault according to the solution; and selectively transmitting the fault information and the solution to the user APP terminal or the after-sales terminal according to the judgment result.

[0010] In a preferred technical solution of the above after-sales service method for a laundry treatment device, the step of "selectively transmitting the fault information and the solution to the user APP terminal or the after-sales terminal according to the judgment result" specifically comprises: if the abnormal fault belongs to a simple fault, transmitting the fault information and the solution to the user APP terminal; if the abnormal fault does not belong to a simple fault, transmitting the fault information and the solution to the after-sales terminal.

[0011] In the preferred technical solution of the after-sales service method for the laundry treatment device described above, when transmitting the fault information and the solution to the after-sales end, the after-sales service method further includes: determining a fault danger level according to the cause of the fault; and selectively transmitting locking information to the laundry treatment device according to the fault danger level so as to be able to lock the laundry treatment device.

[0012] In the preferred technical solution of the after-sales service method for the laundry treatment device described above, the step of "selectively transmitting locking information to the laundry treatment device according to the fault danger level" specifically includes: determining whether the fault danger level is danger level A; if the fault danger level is danger level A, transmitting the locking information to the laundry treatment device; if the fault danger level is not danger level A, not transmitting the locking information to the laundry treatment device.

[0013] In the preferred technical solution of the after-sales service method for the laundry treatment device described above, when transmitting the fault information and the solution to the after-sales end, transmitting the fault information to the user APP end, and the user APP reminds the user to wait for the after-sales personnel to contact; or, when transmitting the fault information and the solution to the user APP end, transmitting a reminder message that the fault warning is to be processed to the laundry treatment device so as to be able to be displayed on the display end of the laundry treatment device.

[0014] In the preferred technical solution of the after-sales service method for the laundry treatment device described above, when the display end is a small display screen, the reminder message includes a warning flashing reminder character; or, when the display end is a large display screen, the reminder message includes a warning flashing reminder character and a scan code corresponding to the solution.

[0015] In the preferred technical solution of the after-sales service method for the laundry treatment device described above, when transmitting the fault information and the solution to the user APP end, the after-sales service method further includes: obtaining the actual operation data of the laundry treatment device during the last operation, denoted as the previous operation data; determining whether the previous operation data includes the abnormal data during the current operation; and selectively transmitting the fault information and the solution to the after-sales end according to the determination result.

[0016] In the preferred technical solution of the after-sales service method for the clothing treatment device described above, the step of "selectively transmitting the fault information and the solution to the after-sales end according to the judgment result" specifically includes: if the previous operation data includes the abnormal data during the current operation, transmitting the fault information and the solution to the after-sales end; if the previous operation data does not include the abnormal data during the current operation, not transmitting the fault information and the solution to the after-sales end.

[0017] In the preferred technical solution of the after-sales service method for the clothing treatment device described above, after transmitting the solution to the after-sales end, the after-sales service method further includes: the after-sales personnel obtaining the fault information and the solution through the after-sales end; the after-sales personnel obtaining the user information and contacting the user based on the user information for on-site repair.

[0018] In a second aspect, the present invention provides an after-sales service system for a clothing treatment device. The after-sales service system includes a clothing treatment device, a cloud processor, a user APP end, and an after-sales end. The clothing treatment device includes a data acquisition module, an information storage module, and an IoT module. Both the data acquisition module and the IoT module are communicatively connected to the information storage module. The data acquisition module is configured to be able to detect and acquire the operation data of the clothing treatment device when the clothing treatment device is operating, and be able to store the operation data into the information storage module. The IoT module is bidirectionally communicatively connected to the cloud processor. The IoT module is configured to be able to transmit the operation data in the information storage module to the cloud processor and be able to receive the instructions transmitted by the cloud processor. Both the user APP end and the after-sales end are bidirectionally communicatively connected to the cloud processor; the cloud processor is configured to be able to execute the above-mentioned after-sales service method for the clothing treatment device.

[0019] In the case of adopting the above technical solution, the after-sales service method for the laundry treatment device of the present invention obtains the actual operation data of the laundry treatment device when the laundry treatment device is running, and judges whether there is an abnormal fault in the running process of the laundry treatment device according to the actual operation data and the normal operation data. When there is an abnormal fault, according to the abnormal data corresponding to the abnormal fault, determine the cause of the abnormal fault, determine the solution according to the cause of the fault, and selectively transmit the fault information and the solution to the user APP side or the after-sales side; in such a setting method, in the process of each operation of the laundry treatment device, analyze in real time whether there is abnormal data according to its actual operation data to determine whether there is an abnormal fault in the laundry treatment device, and determine the cause of the abnormal fault based on the abnormal data corresponding to the abnormal fault. Then, determine the solution based on the cause of the fault, and transmit the fault information and the solution to the user APP side to guide the user to perform certain operations to eliminate the fault, or transmit the fault information and the solution to the after-sales side so that the after-sales personnel can contact the user in time for maintenance; thus, it can timely discover the newly emerged fault problems of the laundry treatment device, give corresponding solutions, and timely repair or adjust the laundry treatment device to protect the laundry treatment device from damage; this process does not require the user to actively discover the problem and report it and contact the after-sales personnel, which is applicable to users of all age groups and improves the user experience.

[0020] Further, the step of "judging whether there is an abnormal fault in the running process of the laundry treatment device according to the actual operation data and the normal operation data of the laundry treatment device" specifically includes: comparing the actual operation data with the normal operation data, and judging whether the actual operation data is within the range of the normal operation data. If all the actual operation data is within the range of the normal operation data, it is determined that there is no abnormal fault in the running process of the laundry treatment device; if some of the actual operation data is not within the range of the normal operation data, it is determined that there is an abnormal fault in the running process of the laundry treatment device, and the actual operation data that is not within the range of the normal operation data is identified as the abnormal data corresponding to the abnormal fault; in such a setting method, the judgment step is simple and the judgment result is accurate.

[0021] Furthermore, the step of "determining a solution according to the cause of the fault and selectively transmitting the fault information and the solution to the user APP or the after-sales end" specifically includes: determining a solution according to the cause of the fault; judging whether the abnormal fault belongs to a simple fault according to the solution, and then selectively transmitting the fault information and the solution to the user APP or the after-sales end according to the judgment result; such a setting method is used to judge whether to transmit the fault information and the solution to the user APP according to the type of the abnormal fault, so that the user can eliminate the abnormal fault by himself according to the operation guide, or to transmit the fault information and the solution to the after-sales end, so that the after-sales personnel can actively contact the user to come to solve the problem, improving the processing efficiency of the abnormal fault and enhancing the user experience.

[0022] Furthermore, the step of "selectively transmitting the fault information and the solution to the user APP or the after-sales end according to the judgment result" specifically includes: if the abnormal fault belongs to a simple fault, then transmit the fault information and the solution to the user APP; if the abnormal fault does not belong to a simple fault, then transmit the fault information and the solution to the after-sales end; such a setting method classifies the abnormal faults. If it is a simple fault and the user can solve it by himself, then transmit the fault information and the solution to the user APP so that the user can eliminate the fault by self-operation; if it is not a simple fault, it means that professional personnel are needed to operate, then transmit the fault information and the solution to the after-sales end, and the after-sales personnel will actively contact the user to come to solve the problem; this can effectively improve the processing efficiency.

[0023] Furthermore, in the case of transmitting the fault information and the solution to the after-sales end, the after-sales service method further includes: determining the fault danger level according to the cause of the fault; selectively transmitting the locking information to the laundry treatment device according to the fault danger level, so as to be able to lock the laundry treatment device; such a setting method is used to lock the laundry treatment device when the fault danger level of the abnormal fault is relatively high, avoiding accidents caused by the continuous operation of the laundry treatment device, thus ensuring safety.

[0024] Furthermore, the step of "selectively transmitting the locking information to the laundry treatment device according to the fault danger level" specifically includes: determining whether the fault danger level is danger level A; if the fault danger level is danger level A, then transmitting the locking information to the laundry treatment device; if the fault danger level is not danger level A, then not transmitting the locking information to the laundry treatment device; in such a setting method, the fault danger levels are classified. When it is danger level A, it indicates that there may be danger if the laundry treatment device continues to operate in this state, so the locking information is transmitted to the laundry treatment device to lock the laundry treatment device; when the fault danger level is not danger level A, it indicates that the laundry treatment device can still continue to operate, so the locking information is not transmitted to the laundry treatment device, enabling the laundry treatment device to continue to execute the processing program required this time to improve the user experience and avoid mid - process shutdown.

[0025] Furthermore, while transmitting the fault information and the solution to the after - sales end, the fault information is transmitted to the user APP, and the user APP reminds the user to wait for the after - sales personnel to contact; in such a setting method, although the fault information and the solution are transmitted to the after - sales end for the after - sales personnel to actively contact the user to solve the problem, the APP simultaneously reminds the user of what faults have occurred, allowing the user to understand the status of the laundry treatment device at any time and enhancing the user experience.

[0026] Furthermore, while transmitting the fault information and the solution to the user APP, a reminder message for the fault warning to be processed is transmitted to the laundry treatment device so that it can be displayed on the display end of the laundry treatment device; in such a setting method, in the case that the user does not check the APP message in time, it is convenient to understand the operation required to eliminate the fault through the display end, thereby improving the problem - solving efficiency and enhancing the user experience.

[0027] Furthermore, in the case where the display end is a small display screen, the reminder information includes warning flashing reminder characters. In such a setting method, since the display area of the small display screen is limited, only the warning flashing reminder characters are displayed to remind the user to handle the fault, and cooperate with the APP for dual reminder to enhance the user experience.

[0028] Furthermore, when the display end is a large display screen, the reminder information includes warning flashing reminder characters and the scan code corresponding to the solution. In such a setting method, the user can directly obtain the solution by scanning this scan code, thereby eliminating the fault of the laundry treatment device. The way to obtain the solution is more convenient, enhancing the user experience.

[0029] Furthermore, after transmitting the fault information and solutions to the user APP, the after-sales service method further includes: obtaining the actual operation data of the laundry treatment device during its last operation, denoted as the previous operation data; determining whether the previous operation data includes the abnormal data during the current operation; and selectively transmitting the fault information and solutions to the after-sales end according to the determination result. With such a setting, based on whether the previous operation data contains the abnormal data during the current operation, it is determined whether the laundry treatment device had the current abnormal fault during the previous operation. Then, according to the determination result, the fault information and solutions are selectively transmitted to the after-sales end, so that the after-sales personnel can timely remind the user to solve the fault, avoiding small faults from evolving into large faults due to long-term non-treatment, or avoiding unnecessary losses caused by damaging the laundry treatment device.

[0030] Furthermore, the step of "selectively transmitting the fault information and solutions to the after-sales end according to the determination result" specifically includes: if the previous operation data includes the abnormal data during the current operation, then transmit the fault information and solutions to the after-sales end; if the previous operation data does not include the abnormal data during the current operation, then do not transmit the fault information and solutions to the after-sales end. With such a setting, for abnormal faults that the user can solve by themselves, if the same abnormal fault appears twice in a row for reminder, it indicates that the user has not been able to eliminate the fault in time according to the relevant instructions of the solutions. Thus, the fault information and solutions are transmitted to the after-sales end, so that the after-sales personnel can timely remind the user to solve the fault, or if the user feels unable to solve it by themselves, the after-sales personnel can visit the user to solve the problem to ensure the use safety.

[0031] Furthermore, after transmitting the fault information and solutions to the after-sales end, the after-sales service method further includes: the after-sales personnel obtain the fault information and solutions through the after-sales end; the after-sales personnel obtain the user information and contact the user based on the user information for on-site repair. With such a setting, the processing efficiency is effectively improved, the need for the user to communicate actively is avoided, and the user experience is enhanced.

[0032] In addition, the after-sales service system for the laundry treatment device of the present invention includes a laundry treatment device, a cloud processor, a user APP end, and an after-sales end. The laundry treatment device includes a data acquisition module, an information storage module, and an IoT module, enabling the laundry treatment device to acquire and store the relevant data during its operation and to achieve two-way data communication with the cloud processor. The cloud processor can execute the above-mentioned after-sales service method. Thus, the after-sales service system for the laundry treatment device of the present invention can improve the after-sales service quality, enhance the user experience, and at the same time can timely contact the personnel to eliminate the faults occurring in the laundry treatment device, avoiding unnecessary losses. Description of the Drawings

[0033] The preferred embodiments of the present invention will be described below with reference to the accompanying drawings, in which:

[0034] Figure 1 is a flowchart of the main steps of the after-sales service method for a laundry treatment device according to the present invention;

[0035] Figure 2 is a flowchart of the specific implementation of the after-sales service method for a laundry treatment device according to the present invention. Specific Embodiment

[0036] The preferred embodiments of the present invention will be described below with reference to the accompanying drawings. Those skilled in the art should understand that these embodiments are only used to explain the technical principles of the present invention and are not intended to limit the protection scope of the present invention.

[0037] Based on the problems pointed out in the background art that the existing laundry treatment devices require users to actively discover faults and contact after-sales to solve problems, which affects the user experience, and the laundry treatment devices may be damaged due to untimely discovery of faults, resulting in unnecessary losses.

[0038] The present invention provides an after-sales service method for a laundry treatment device. During the operation of the laundry treatment device, the actual operation data of the laundry treatment device is obtained in real time, and whether there is abnormal data is analyzed based on the actual operation data to determine whether there is an abnormal fault in the laundry treatment device, and the cause of the abnormal fault is determined based on the abnormal data corresponding to the abnormal fault. Then, a solution is determined based on the cause of the fault, and the fault information and the solution are transmitted to the user APP terminal to guide the user to perform certain operations to eliminate the fault, or the fault information and the solution are transmitted to the after-sales terminal so that the after-sales personnel can contact the user in time for maintenance; thus, new problems that occur in the laundry treatment device can be discovered in time, and corresponding solutions can be given, so that the laundry treatment device can be repaired or adjusted in time to protect the laundry treatment device from damage; this process does not require the user to actively discover problems and report them to the after-sales personnel, and is applicable to users of all age groups, improving the user experience.

[0039] In addition, to implement the after-sales service method for a laundry treatment device of the present invention, the present invention also provides an after-sales service system for a laundry treatment device to execute the after-sales service method of the present invention.

[0040] Specifically, the after-sales service system for a laundry treatment device of the present invention includes a laundry treatment device, a cloud processor, a user APP terminal, and an after-sales terminal.

[0041] Among them, the laundry treatment device includes a controller and a data acquisition module, an information storage module, and an Internet of Things module that are communicatively connected to the controller, and the controller is used to control the operation of the laundry treatment device.

[0042] The data acquisition module and the IoT module are both communicatively connected to the information storage module. The data acquisition module is configured to be able to detect and acquire the operating data of the laundry treatment device when the laundry treatment device is in operation, and be able to store the operating data into the information storage module.

[0043] The IoT module is communicatively connected to the cloud processor bidirectionally. The IoT module is configured to be able to transmit the operating data in the information storage module to the cloud processor and be able to receive the instructions transmitted by the cloud processor.

[0044] The user APP side is a terminal used by the user and has the corresponding APP downloaded, such as a mobile phone, a tablet or a PC. The user APP side is communicatively connected to the cloud processor bidirectionally and can realize data reception and transmission with the cloud processor.

[0045] The after-sales side is a terminal used by after-sales personnel and has the corresponding APP downloaded, such as a mobile phone, a tablet or a PC. The after-sales side is communicatively connected to the cloud processor bidirectionally and can realize data reception and transmission with the cloud processor.

[0046] The cloud processor is configured to be able to execute the after-sales service method for the laundry treatment device of the present invention. That is, the cloud processor can acquire the data sent by the IoT module, and can analyze based on the operating data sent by the IoT module to determine whether there is an abnormal fault in the laundry treatment device, and can determine the cause of the abnormal fault based on the abnormal data corresponding to the abnormal fault; and can determine the solution according to the cause of the fault; and can transmit the fault information and the solution to the user APP side and the after-sales side, and can transmit some feedback information to the controller of the laundry treatment device through the IoT module, so that the controller controls the laundry treatment device to perform corresponding operations.

[0047] Specifically, please refer to Figure 1 , the after-sales service method for the laundry treatment device of the present invention includes the following steps:

[0048] S1: When the laundry treatment device is in operation, acquire the operating data of the laundry treatment device in real time, denoted as the actual operating data.

[0049] When the laundry treatment device is in operation, acquire its operating data in real time and denote it as the actual operating data, so as to judge whether there is an abnormal fault in the laundry treatment device during the operation according to the actual operating data.

[0050] S2: Judge whether there is an abnormal fault in the laundry treatment device during the operation according to the actual operating data and the normal operating data of the laundry treatment device.

[0051] After obtaining the actual operation data, based on the actual operation data and the normal operation data of the laundry treatment device, determine whether there is abnormal data during the operation of the laundry treatment device, and further determine whether there is an abnormal fault in the laundry treatment device, so as to perform the next operation.

[0052] Specifically, the normal operation data of the laundry treatment device are the relevant data when the laundry treatment device operates without faults in different modes, and are pre-stored in the cloud processor or the information storage module or storage medium of the controller of the laundry treatment device.

[0053] Exemplarily, taking the vibration fault as an example for illustration, the actual operation data includes vibration data. The vibration data is specifically the displacement amount of the laundry treatment device during operation detected by a displacement sensor on the laundry treatment device. Specifically, a displacement sensor is provided on the laundry treatment device to detect the displacement amount of the laundry treatment device. Among them, the normal vibration data is the displacement range determined by the normal vibration that occurs during the operation test before the laundry treatment device leaves the factory.

[0054] Exemplarily, taking the water inlet fault as an example for illustration, the operation data includes water inlet data. The water inlet data is specifically the time required for the laundry treatment device to fill the water to a specific liquid level height. Specifically, the time spent in the water inlet process is calculated during the water inlet process. Among them, the normal water inlet data is the time range value obtained by the laundry treatment device performing water inlet tests at different water pressures before leaving the factory, and this normal water inlet data is pre-stored in the cloud processor or the information storage module or storage medium of the controller of the laundry treatment device.

[0055] S3: When there is an abnormal fault, based on the abnormal data corresponding to the abnormal fault, determine the cause of the abnormal fault.

[0056] When there is an abnormal fault, then based on the abnormal data corresponding to the abnormal fault, determine the cause of the abnormal fault, so as to further determine the corresponding solution.

[0057] S4: Based on the cause of the fault, determine the solution, and selectively transmit the fault information and the solution to the user APP side or the after-sales side.

[0058] After finding the cause of the fault, based on the cause of the fault, determine the corresponding solution in order to eliminate the fault, and selectively transmit the fault information and the solution to the user APP side to guide the user to eliminate the abnormal fault by themselves, or transmit the fault information and the solution to the after-sales side so that the after-sales personnel can actively contact the user to eliminate the abnormal fault. According to the type of the solution, choose whether to transmit it to the user APP side or the after-sales side, which can improve the solution efficiency and ensure the safe operation of the laundry treatment device.

[0059] The after-sales service method for a laundry treatment device according to the present invention, during the operation of the laundry treatment device, the actual operation data of the laundry treatment device is obtained in real time, and whether there is abnormal data is analyzed based on the actual operation data, so as to determine whether there is an abnormal fault in the laundry treatment device, and the cause of the abnormal fault is determined based on the abnormal data corresponding to the abnormal fault, and a solution is further determined, and the fault information and the solution are transmitted to the user APP side to guide the user to eliminate the fault by himself, or the fault information and the solution are transmitted to the after-sales side so that the after-sales personnel can contact the user in time for maintenance; it can timely detect newly emerging fault problems of the laundry treatment device and give corresponding solutions, so as to timely repair or adjust the laundry treatment device to protect the laundry treatment device from damage; in the whole process, there is no need for the user to actively discover the problem and report it to the after-sales personnel. The laundry treatment device actively detects the fault and contacts the after-sales, which is applicable to users of all age groups and improves the user experience.

[0060] Preferably, refer to Figure 2 , the step S2 "judging whether there is an abnormal fault in the laundry treatment device during the operation according to the actual operation data and the normal operation data of the laundry treatment device" specifically includes:

[0061] S21: Compare the actual operation data with the normal operation data to judge whether the actual operation data is within the range of the normal operation data.

[0062] Compare the actual operation data with the normal operation data to judge whether the actual operation data is within the range of the normal operation data, so as to determine whether there is an abnormal fault in the laundry treatment device during the operation according to the judgment result.

[0063] Specifically, the step of "determining whether there is an abnormal fault in the laundry treatment device during the operation according to the judgment result" specifically includes: if all the actual operation data is within the range of the normal operation data, then execute step S22; if some of the actual operation data is not within the range of the normal operation data, then execute step S23.

[0064] S22: Determine that there is no abnormal fault in the laundry treatment device during the operation.

[0065] All the actual operation data is within the range of the normal operation data, indicating that the operation state of the laundry treatment device is normal and there is no possibility of abnormal fault, so it is determined that there is no abnormal fault in the laundry treatment device during the operation.

[0066] S23: Determine that there is an abnormal fault during the operation of the laundry treatment device, and identify the actual operation data that is not within the range of normal operation data as the abnormal data corresponding to the abnormal fault.

[0067] Some of the actual operation data is not within the range of normal operation data, indicating that the operation state of the laundry treatment device is abnormal. Therefore, it is determined that there is an abnormal fault during the operation of the laundry treatment device. At the same time, the actual operation data that is not within the range of normal operation data is identified as the abnormal data corresponding to the abnormal fault, so that the cause of the abnormal fault can be determined based on the abnormal data subsequently.

[0068] Exemplarily, taking the vibration fault as an example for detailed description, there is a displacement sensor on the laundry treatment device. Assuming that the range of normal vibration data is 0 to 5 mm, during the operation of the laundry treatment device, the detected actual vibration data is 7 mm. This actual vibration data is not within the range of normal vibration data (0 - 5 mm). Therefore, it is determined that there is an abnormal fault during the operation of the laundry treatment device. At the same time, the actual vibration data of 7 mm that is not within the range of normal vibration data is identified as the abnormal data.

[0069] It should be noted that the present invention does not impose any restrictions on the specific determination process of step S3 "determine the cause of the abnormal fault based on the abnormal data corresponding to the abnormal fault". Different abnormal faults are determined in different ways. In practical applications, those skilled in the art can set the specific steps of step S3 according to actual needs.

[0070] Exemplarily, still taking the vibration fault as an example for detailed description, the above abnormal data is the actual vibration data of 7 mm. Subtract the maximum value of the normal vibration data from the actual vibration data to obtain a difference of 2 mm. Determine whether 2 mm corresponds to the range of primary vibration. Assuming that the range of primary vibration is 0 - 3 mm, it is determined that 2 mm is within the range of primary vibration, so as to determine that the vibration fault is primary vibration. The cause of the fault corresponding to primary vibration is that the packaging bolts have not been removed, so as to determine that the cause of the vibration fault is that the packaging bolts have not been removed. In another exemplary case, assuming that the abnormal data is the actual vibration data of 10 mm, subtract the maximum value of the normal vibration data from the actual vibration data to obtain a difference of 5 mm. Then it is determined that 5 mm is not within the range of primary vibration and belongs to the range of secondary vibration, so as to determine that the vibration fault is secondary vibration. The cause of the fault corresponding to secondary vibration is that the bottom surface of the placement area is uneven or the base is worn, so as to determine that the cause of the vibration fault is that the bottom surface of the placement area is uneven or the base is worn.

[0071] Preferably, please continue to refer to Figure 2, the steps of step S4 "determine a solution according to the cause of the failure and selectively transmit the failure information and the solution to the user APP or the after-sales side" specifically include:

[0072] S41: Determine a solution according to the cause of the failure.

[0073] After determining the cause of the failure, determine a solution according to the cause of the failure.

[0074] Exemplarily, if the cause of the failure is an unpacked bolt, the solution is to provide detailed steps for unpacking the bolt.

[0075] S42: Judge whether the abnormal failure belongs to a simple failure according to the solution.

[0076] After determining the solution, judge whether the abnormal failure belongs to a simple failure according to the solution, that is, judge whether the solution can be executed by the user himself. If it can be solved by the user himself, the abnormal failure belongs to a simple failure, so as to execute step S43. According to the judgment result, selectively transmit the failure information and the solution to the user APP or the after-sales side.

[0077] Specifically, the steps of step S43 "selectively transmit the failure information and the solution to the user APP or the after-sales side according to the judgment result" specifically include:

[0078] S431: If the abnormal failure belongs to a simple failure, transmit the failure information and the solution to the user APP.

[0079] If the abnormal failure belongs to a simple failure, it means that the user can operate according to the specific steps of the solution to eliminate the abnormal failure. Then select to transmit the failure information and the solution to the user APP. The user can view the specific steps of the solution through the APP and solve the problem according to its specific steps to eliminate the abnormal failure.

[0080] S432: If the abnormal failure does not belong to a simple failure, transmit the failure information and the solution to the after-sales side.

[0081] If the abnormal failure does not belong to a simple failure, it means that it is difficult for the user to eliminate the failure by himself according to the solution, so professional personnel need to come to the door for treatment. Then select to transmit the failure information and the solution to the after-sales side. The after-sales personnel can obtain relevant information according to the after-sales side (for example: the APP of the after-sales personnel) to contact the user in time for on-site treatment.

[0082] Preferably, please continue to refer to Figure 2 , in the case of transmitting the failure information and the solution to the after-sales side, that is, after step S432, the after-sales service method of the present invention further includes:

[0083] S4321: Determine the fault danger level according to the fault cause.

[0084] According to the fault cause, determine the fault danger level of the abnormal fault, so as to judge whether the fault is very dangerous, and then selectively transmit the locking information to the laundry handling device according to the fault danger level, so that the laundry handling device can be locked.

[0085] Specifically, the step of "selectively transmit the locking information to the laundry handling device according to the fault danger level" specifically includes:

[0086] S4322: Judge whether the fault danger level is danger level A.

[0087] After determining the fault danger level of the abnormal fault, first judge whether the fault danger level is danger level A, so as to selectively transmit the locking information to the laundry handling device according to the judgment result, so that the laundry handling device can be locked.

[0088] Specifically, the step of "selectively transmit the locking information to the laundry handling device according to the judgment result" specifically includes: If the fault danger level is danger level A, then execute step S4323; if the fault danger level is not danger level A, then execute step A4324.

[0089] S4323: Transmit the locking information to the laundry handling device.

[0090] The fault danger level being danger level A indicates that the current operating state of the laundry handling device is very dangerous, and continuing to operate may cause accidents or serious damage to the laundry handling device. Therefore, transmit the locking information to the laundry handling device so that the laundry handling device can be locked and no longer used.

[0091] S4324: Do not transmit the locking information to the laundry handling device.

[0092] The fault danger level not being danger level A indicates that although the laundry handling device has minor faults at present, it can still continue to operate. At this time, do not transmit the locking information to the laundry handling device. If the laundry handling device is running, it can continue to execute the corresponding program to avoid mid - way shutdown and improve the user experience.

[0093] It should be noted that although in the above embodiments, the step of "selectively transmitting the locking information to the laundry treatment device according to the fault danger level" is set to first determine whether the fault danger level is Class A danger, and then selectively transmit the locking information to the laundry treatment device according to the determination result, this should not limit the protection scope of the present invention. In actual applications, those skilled in the art can also set the step of "selectively transmitting the locking information to the laundry treatment device according to the fault danger level" to other execution steps. For example, directly selectively transmit the locking information to the laundry treatment device according to the fault danger level. Specifically, when the fault danger level is Level 1, the locking information is not transmitted to the laundry treatment device; when the fault danger level is Level 2, the locking information is transmitted to the laundry treatment device. Such adjustments and changes to the specific execution steps of the step of "selectively transmitting the locking information to the laundry treatment device according to the fault danger level" do not deviate from the basic principle of the present invention and should all be limited within the protection scope of the present invention.

[0094] In a preferred embodiment, while transmitting the fault information and the solution to the after-sales end, the fault information is transmitted to the user APP end, and the user APP reminds the user to wait for the after-sales personnel to contact.

[0095] Through such a setting, for the solutions that need to be solved by the after-sales personnel, while transmitting the relevant information to the after-sales end, the fault information is transmitted to the user APP end, which is convenient for the user to understand the status of the laundry treatment device, improves the user experience, and thus the user will not feel very abrupt when receiving a call or communication information from the after-sales personnel.

[0096] In a preferred embodiment, while transmitting the fault information and the solution to the user APP end, the reminder information of the fault warning to be processed is transmitted to the laundry treatment device so as to be displayed on the display end of the laundry treatment device.

[0097] Through such a setting, while transmitting the fault information and the solution to the user APP end, the reminder information of the fault warning to be processed is transmitted to the laundry treatment device, and the display end of the laundry treatment device displays it to remind the user that there is still a fault problem to be solved, realizing double reminders, urging the user to eliminate abnormal faults in time, and improving the user experience.

[0098] In an embodiment, when the display end is a small display screen, the reminder information includes warning flashing reminder characters. In such a setting method, since the screen of the small display screen is limited and only reminders are needed, for the display end of the small display screen, the reminder information is set as warning flashing reminder characters, and the warning flashing reminder characters are specifically introduced in the product manual (paper manual and electronic manual) for the user to understand.

[0099] In another embodiment, when the display end is a large display screen, the reminder information includes warning flashing reminder characters and the corresponding scan code of the solution. In such a setting, since the screen of the large display screen is relatively large, for the display end of the large display screen, the reminder information is set as the warning flashing reminder characters and the corresponding scan code of the solution, so that the user can directly obtain the solution by scanning the scan code, and then eliminate the abnormal fault according to the steps of the solution, thus improving the user experience.

[0100] Preferably, please continue to refer to Figure 2 , when the fault information and the solution are transmitted to the user APP end, that is, after step S431, the after-sales service method of the present invention further includes:

[0101] S4311: Obtain the actual operation data of the laundry treatment device during the last operation, denoted as the previous operation data.

[0102] Obtain the actual operation data of the laundry treatment device during the last operation, denoted as the previous operation data, so as to determine whether the same abnormal fault as the current one also occurred during the last operation of the laundry treatment device according to the previous operation data.

[0103] S4312: Determine whether the previous operation data includes the abnormal data during the current operation.

[0104] After obtaining the previous operation data, compare the previous operation data with the abnormal data during the current operation to determine whether the previous operation data includes the abnormal data during the current operation, and further determine whether the same abnormal fault as the current one occurred during the previous operation, so as to selectively transmit the fault information and the solution to the after-sales end according to the judgment result.

[0105] Specifically, the step of "selectively transmit the fault information and the solution to the after-sales end according to the judgment result" specifically includes: if the previous operation data includes the abnormal data during the current operation, then execute step S4313; if the previous operation data does not include the abnormal data during the current operation, then execute step S4314.

[0106] S4313: Transmit the fault information and the solution to the after-sales end.

[0107] The previous operation data includes the abnormal data during the current operation, indicating that the same abnormal fault as the current one also occurred during the previous operation, but the user did not handle it. Therefore, select to transmit the fault information and the solution to the after-sales end, so that the after-sales personnel can contact the user according to the relevant information to consult the specific situation, so as to guide the user to eliminate the abnormal fault or conduct on-site repair, avoid small faults from becoming big faults due to long-term non-treatment, improve the user experience, protect the user's rights and interests, and improve the service quality at the same time.

[0108] S4314: Do not transmit the fault information and solution to the after-sales end.

[0109] The abnormal data during the current operation is not included in the previous operation data, indicating that the current abnormal fault did not occur during the previous operation. This abnormal fault appears for the first time and can be solved by the user himself / herself. In this case, do not transmit the fault information and solution to the after-sales end, and let the user solve it by himself / herself first.

[0110] In a preferred embodiment, after transmitting the fault information and solution to the after-sales end, the after-sales service method of the present invention further includes:

[0111] S5: The after-sales personnel obtain the fault information and solution through the after-sales end.

[0112] The after-sales personnel obtain the fault information and solution through the after-sales end to understand the fault cause and solution of the clothing treatment device.

[0113] S6: The after-sales personnel obtain the user information and contact the user based on the user information for on-site repair.

[0114] Specifically, the user information includes the user APP account, the mobile phone number bound to the user APP account, or the mobile phone number reserved by the user when purchasing the clothing treatment device.

[0115] Finally, it should be noted that the clothing treatment device of the present invention includes but is not limited to drum washing machines, pulsator washing machines, dryers, and washer-dryers.

[0116] So far, the technical solution of the present invention has been described in conjunction with the preferred embodiments shown in the drawings. However, it is easy for those skilled in the art to understand that the protection scope of the present invention is obviously not limited to these specific embodiments. Without departing from the principle of the present invention, those skilled in the art can make equivalent changes or substitutions to the relevant technical features, and the technical solutions after these changes or substitutions will fall within the protection scope of the present invention.

Claims

1. A method for after-sales service of a clothing treatment device, characterized in that, The after-sales service method includes: When the clothing processing device is running, real-time obtain the running data of the clothing processing device, recorded as actual running data; According to the actual running data and the normal running data of the clothing processing device, determine whether there is an abnormal fault during the running of the clothing processing device; When there is such an abnormal fault, determine the cause of the abnormal fault according to the abnormal data corresponding to the abnormal fault; According to the cause of the fault, determine a solution, and selectively transmit the fault information and the solution to the user APP end or the after-sales end.

2. The after-sales service method for a laundry treatment device according to claim 1, characterized in that The step of "determine whether there is an abnormal fault during the running of the clothing processing device according to the actual running data and the normal running data of the clothing processing device" specifically includes: Compare the actual running data with the normal running data to determine whether the actual running data is within the range of the normal running data; If all of the actual running data is within the range of the normal running data, it is determined that there is no such abnormal fault during the running of the clothing processing device; If some of the actual running data is not within the range of the normal running data, it is determined that there is such an abnormal fault during the running of the clothing processing device, and the actual running data that is not within the range of the normal running data is identified as the abnormal data corresponding to the abnormal fault.

3. The after-sales service method for a clothing treatment device according to claim 1, characterized in that The step of "according to the cause of the fault, determine a solution, and selectively transmit the fault information and the solution to the user APP end or the after-sales end" specifically includes: Determine a solution according to the cause of the fault; According to the solution, determine whether the abnormal fault belongs to a simple fault; According to the judgment result, selectively transmit the fault information and the solution to the user APP end or the after-sales end.

4. The after-sales service method for a laundry treatment device according to claim 3, characterized in that The step of "according to the judgment result, selectively transmit the fault information and the solution to the user APP end or the after-sales end" specifically includes: If the abnormal fault belongs to a simple fault, transmit the fault information and the solution to the user APP end; If the abnormal fault does not belong to a simple fault, transmit the fault information and the solution to the after-sales end.

5. The after-sales service method for a laundry treatment device according to claim 4, characterized in that, In the case of transmitting the fault information and the solution to the after-sales end, the after-sales service method further includes: Determine the fault danger level according to the cause of the fault; According to the fault danger level, selectively transmit the locking information to the clothing processing device so that the clothing processing device can be locked.

6. The after-sales service method for a laundry treatment device according to any one of claims 1 to 5, characterized in that, While transmitting the fault information and the solution to the after-sales end, transmit the fault information to the user APP end, and the user APP reminds the user to wait for the after-sales personnel to contact; Or, while transmitting the fault information and the solution to the user APP end, transmit the reminder information of the fault warning to be processed to the clothing processing device so that it can be displayed on the display end of the clothing processing device.

7. The after-sales service method for a laundry treatment device according to claim 6, characterized in that, When the display end is a small display screen, the reminder information includes warning flashing reminder characters; Or, when the display end is a large display screen, the reminder information includes warning flashing reminder characters and the scan code corresponding to the solution.

8. The after-sales service method for a laundry treatment device according to any one of claims 1 to 5, characterized in that, When transmitting the fault information and the solution to the user APP end, the after-sales service method further includes: Obtaining the actual operation data of the clothing processing device during the last operation, denoted as the previous operation data; Judging whether the previous operation data includes the abnormal data during the current operation; According to the judgment result, selectively transmit the fault information and the solution to the after-sales end.

9. The after-sales service method for a laundry treatment device according to any one of claims 1 to 5, characterized in that, After transmitting the fault information and the solution to the after-sales end, the after-sales service method further includes: The after-sales personnel obtain the fault information and the solution through the after-sales end; The after-sales personnel obtain user information and contact the user based on the user information for on-site repair.

10. A after-sales service system for a laundry treatment device, characterized in that, The after-sales service system includes a clothing processing device, a cloud processor, a user APP end, and an after-sales end, The clothing processing device includes a data acquisition module, an information storage module, and an IoT module. Both the data acquisition module and the IoT module are communicatively connected to the information storage module. The data acquisition module is configured to be able to detect and acquire the operation data of the clothing processing device when the clothing processing device is operating, and be able to store the operation data into the information storage module, The IoT module is in two-way communication connection with the cloud processor. The IoT module is configured to be able to transmit the operation data in the information storage module to the cloud processor and be able to receive the instructions transmitted by the cloud processor, Both the user APP end and the after-sales end are in two-way communication connection with the cloud processor; The cloud processor is configured to be able to execute the after-sales service method for the clothing processing device according to any one of claims 1 to 8 above.

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