JP2004215125A - Home electric appliance adaptable to network - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To enable a user to request remote failure diagnosis to a service company and to simultaneously transfer the operation data of a home electric appliance to the service company by a remote controller and to easily retrieve the location, etc., of the service company by using the remote controller even when a dwelling of the user is changed in the remote failure diagnosis and network service accompanying it. <P>SOLUTION: The failure diagnosis is started by depressing the key exclusive for the remote controller for performing the failure diagnosis when the user feels abnormality of the home electric appliance. Namely, the home electric appliance has a function of taking out a necessary part of the operation data of the home electric appliance and transferring the part to the service company with time when a diagnostic key is depressed. The appliance is also provided with a function of displaying the question items required for confirmation of usage to the user by the diagnostic key. In addition, the remote controller is provided with an input key for inputting zip codes so that the location and a person in charge of the service company are retrieved at any time and a retrieved result is transmitted from the service company. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention relates to a failure diagnosis and a related service provided by connecting a home appliance having a communication function, a home appliance sales company, and a maintenance management service company via a network.
[0002]
[Prior art]
Many household appliances such as room air conditioners, refrigerators and washing machines are widely used in homes.Claims and repairs of these household appliances must be made by the user to the dealer or the manufacturer in the event of a breakdown in the household appliances. The customer is notified of the breakdown by telephone, and a service person is dispatched for repair. However, telephone information usually obtained from users is very limited, and it is difficult for service technicians to grasp the status of home electric appliances and identify faulty parts before they travel to the site. Therefore, under the present circumstances, a service person often estimates a failure location based on little information from a user and responds to repair. In addition, the number of sensors attached to home electric appliances is generally small, which makes it difficult to identify a faulty location, causing parts other than the faulty location to be dispatched, resulting in an increase in cost.
[0003]
Many remote failure diagnosis methods are being studied in fields such as industrial refrigerators and elevators in addition to home air conditioners. For example, in Japanese Patent Application Laid-Open No. H11-248286 (Patent Document 1), a failure diagnosis of a heat pump air conditioner is performed by remote control, a function of each active component of a refrigeration cycle is diagnosed, and a failure location is specified. It aims to improve the work efficiency of man.
[0004]
[Patent Document 1]
JP-A-11-248286
[0005]
[Problems to be solved by the invention]
However, even after the user and the service company (maintenance management company) conclude a contract for failure diagnosis, etc., the failure diagnosis is performed by remote control using communication means. May cause a feeling that the diagnosis is being performed unilaterally. For example, even when diagnosing home appliances by remote control at fixed time intervals, the user may notice an abnormality in the home appliance itself, and the user voluntarily contacts the service company to It may be possible to request a diagnosis. That is, a time lag may occur between the service company and the user.
[0006]
On the other hand, many people feel inconvenience if the location of a nearby service company (store) that responds to a breakdown of home electric appliances and the person in charge is not clear when necessary. Therefore, it is required that the location and the like of the nearest service company can be searched by easy means. Furthermore, if the user moves to a different place away from the service company that made the complaint and inquiries at the time of purchase of home appliances, the location of the service company at the moving destination or the person in charge is unknown, and the user Then you will feel anxious. In addition, when requesting a contractor to remove and re-install home electric appliances (room air conditioners, etc.) at the time of moving, the user will find it difficult to find an installation contractor at the moving destination on site. This is an opportunity for the store (other company) group to deprive customers, which is also an issue to be solved in terms of customer retention.
[0007]
A first object of the present invention relates to a remote fault diagnosis and a network service associated therewith, and it is an object of the present invention to provide a system in which a user can receive a service when the user feels necessary.
[0008]
Further, a second object of the present invention is to provide a system capable of grasping a nearby dealer / service company even when the user's residence is changed.
[0009]
[Means for Solving the Problems]
The first object is to provide a network-compatible home appliance provided with an information communication function in which a user switches to a failure diagnosis mode, a user voluntarily requests a failure diagnosis, and uses a result of the failure diagnosis. A means for notifying the user is provided in the remote controller for the home appliance, and the user voluntarily transfers the operation data of the home appliance to the failure diagnosis device together with a signal requesting the failure diagnosis, and outputs the result of the failure diagnosis to the home appliance. It is achieved by having a function of displaying on a remote controller for use.
[0010]
A first object of the present invention is to provide a remote controller for a home appliance, which includes a display unit and an operation unit and operates a home appliance connectable to a network, wherein the home appliance is operated by a service company for a predetermined period of time. This is achieved by providing operation means for transmitting data.
[0011]
A first object of the present invention is to provide a network-compatible home appliance which is operated by a remote controller and which can be connected to a network, wherein a storage means for storing a driving history and, when requested by the remote controller, the stored driving history is stored in a service company. And means for transmitting to
[0012]
The second object is to provide, in a network-compatible home appliance operated by a remote controller having a display unit and an operation unit and connectable to a network, a means for searching for the location of a service company in the remote controller for the home appliance, and the search result Is displayed on a remote controller for home appliances or an information device terminal.
[0013]
BEST MODE FOR CARRYING OUT THE INVENTION
The outline of the present invention will be briefly described below. The home appliances for networking are equipped with a remote controller for home appliances and a receiving unit that can receive information from mobile phones. Home appliances in the home are connected via the home network, and the operation status of each home appliance is Centrally managed by the server. A dedicated key for performing a failure diagnosis is provided in a remote controller for home electric appliances, and when the user feels an abnormality in the home electric appliance, the user presses the key to start the failure diagnosis. That is, when the user presses the failure diagnosis key, a necessary part of the time zone before the time when the key is pressed or the time zone before and after the time is taken out from the storage device, and the operation data and the time are taken together. It has a function to transfer to a service company, and in some cases, a service person is dispatched.
[0014]
The failure diagnosis key provided on the remote controller is not enough to urgently send a serviceman, but also has means for responding to a case where the user feels an abnormality in the home electric appliance. For example, in the case of air conditioners, inquiries from users indicate that the outdoor unit is blocked by something or that there is a large amount of solar radiation in the room. ing. In this case, before dispatching a serviceman, pressing the failure diagnosis key will transfer the operating data at that time to the service company, and at the same time, use the remote control to ask the user the necessary questions to confirm how to use the equipment. It has a function to display.
[0015]
The operation status of home appliances is measured by sensors attached to each part of the main unit, and the storage medium that stores the temperature, humidity, current, voltage, etc. in the home appliance or home server is required, and the stored operation data is required. Means for transmitting to the service company in accordance with the conditions, and in the failure diagnosis section, based on the temperature, humidity, current value, etc. of each section of the actual machine during operation, the data of each section during normal operation obtained by the operation simulation of the home appliance. And a failure diagnosis method capable of determining whether or not it is normal.
[0016]
In addition, the remote control has input keys for inputting postal codes and the like so that the location of the service company near the user's residence and the person in charge can be easily searched, and the search result has a display unit. The information is transmitted from a service company to a remote control or an information terminal device such as a mobile phone.
[0017]
Hereinafter, embodiments of the present invention will be described.
[0018]
FIG. 1 is a system configuration diagram of one embodiment according to the present invention. Household appliances such as a room air conditioner 2, a refrigerator 3, a washing machine 4, a microwave oven 5, and the like are connected inside a general home 1 via a home network 6, and are connected to a home server 8. The home server 8 is connected to an external network 9 via a telephone line 21, and the network 9 is also connected to a server 12 of a service (maintenance management) company 10. Several personal computers 11 are installed in the service company 10 as terminals so that the operator can issue necessary instructions. The server 12 is connected to terminal personal computers 15a, 15b, and 15c in branches 16, 17, and 18 of various locations of the service company 10, and stores product data (article name, model number) and personal information (personal information) of users of home electric appliances. (Name, address, telephone number, e-mail address) and the like. Further, the service company 10 is connected to a recycling company 38 and a store group 13 of home appliance stores 14a, 14b, and 14c located in various places by a communication line. From within the general home 1, a home server 8 or a mobile phone 7 can access a home appliance store 19 to purchase a product. When the home appliance store 19 receives an order for a product, the product data of the home appliance user and the personal information of the user are transferred through the telephone line 22 and stored in the server 12. The information from the service company 10 is transmitted to the remote controller 50, the home server 8, or the mobile phone 7, and conversely, the information can be transmitted to the service company 10 from those receiving devices. By using the remote controller 50, the home appliance user in the general household 1 sends a signal requesting a failure diagnosis to the room air conditioner 2, refrigerator 3, washing machine 4, and microwave oven 5 corresponding to the network, and at the same time, the home server. The operation data stored in 8 is transferred to a service company, and failure diagnosis is performed. A case where information is transmitted from the home server 8 or the mobile phone 7 to the service company 10 instead of the remote controller 50 will be described. The remote controller 50 has a one-to-one correspondence with the home electric appliances, and by using the remote controller 50, it is possible to set in advance which home electric appliances in the home should be diagnosed by the service company 10 for failure. However, in the case of the home server 8, if the user is not used to the home server 8, the usability is not as good as that of the remote control, such as what can be operated on the screen of the personal computer to select the device to be subjected to failure diagnosis. When there is a problem and the failure diagnosis is performed by the mobile phone 7, it is necessary to provide a mechanism for specifying the failure target device in the mobile phone, which is also inconvenient in comparison with the customized remote controller 50. I will. When the user uses the home server 8 to contact the service company 10 using characters or the like, it is necessary to input the model or the like of the model whose failure is desired to be diagnosed. If you do, you need to know the model. On the other hand, in the case of notifying the service company 10 from the remote controller 50 via the home electric appliance, it is possible to transmit the own model together with the signal transmitted from the home electric appliance to the service company 10, so that the user is notified of the model. There is a merit to save time.
[0019]
FIG. 2 shows a flow when the user 30 receives a service such as a failure diagnosis in the system shown in FIG. The user 30 purchases a product from the home appliance store 19 using the telephone line 100 by using the home server 8 or the mobile phone 7 (the purchase form of the product is not particularly limited to online sales). The consumer electronics store 19 receiving the order sends the personal information (name, address, telephone number, E-mail address), product name, product model number, and the like of the user 30 to the service company 10 using the telephone line 102. To transfer. The user 30 makes a service contract 103 for performing failure diagnosis and the like with the service company 10 as necessary. The ordered product is sent from the home appliance store 19 to the user 30 via the route 101, and the user 30 installs the product in the home or, if an installation operation is required such as an air conditioner, the nearest user to the user 30. A service person is dispatched from the A branch 16 of the service company 10 to perform the installation work.
[0020]
The personal information of the user 30 and the information of the purchased product are transmitted from the service company 10 to the A branch 16 via the telephone line 105. From the A branch 16, before visiting the user 30 via the telephone line 106 to install the home electric appliances, the information display section of the remote controller, the mobile phone, and the home server displays (1) The address and telephone of branch A, (2) person in charge, (3) E-mail address, and (4) work date are displayed. Conversely, the user 30 also uses the telephone line 107, An inquiry can be made to the A branch 16. The service company 10 and the home appliance sales company 13 are in an alliance 104, and the service company 10 can transmit product information and discount information of the home appliance sales company near the user 30 to the user 30.
[0021]
FIG. 3 shows a flow of a failure diagnosis performed by the user 30 shown in FIG. 2 with the service company 10. The user 30 voluntarily performs a failure diagnosis request operation using the home appliance remote controller 50 or the mobile phone 7, and transfers the request signal to the home appliance reception unit 45. The signal received by the home electric appliance main body receiving section 45 is sent to the home server (PC) 8 via the home network, and the information is transferred to the service company 10 via the telephone line. When a request for failure diagnosis is made to the home server 8, operation data (including measurement time) 95 measured by a sensor installed in the home electric appliance body is transferred to the service company 10 as necessary. . After the diagnosis and analysis are performed by the service company 10, the contents of the diagnosis and the like are directly transmitted to the remote controller 50 or the mobile phone 7 via the home server 8. The operation for requesting the failure diagnosis by the user 30 may be directly input to the home server 8.
[0022]
FIG. 4 shows an operation method of the remote controller 50 for home electric appliances used in the present system, using a remote controller of an air conditioner as an example. When the user himself / herself wants the service company to make a failure diagnosis spontaneously, it can be roughly classified into two types. That is, (1) when the home electric appliance breaks down and the urgent repair is required, and (2) when the operation state is felt as “a little strange?”. (1) In the case of a malfunction such as a basic function of home appliances, for example, the air conditioner does not cool down at all, (2) In the case of an air conditioner, for example, the cooling may be a little bad, a little strange noise, or a sign of failure This can be said, and also includes cases where normal operation cannot be performed due to poor use of the device by the user. When the remote controller 50 is provided with a key used for a failure diagnosis request, it is necessary to transmit a failure diagnosis request from the user from the remote controller without malfunction. In FIG. 4, a method of operating the remote controller 50 when the driving state of (2) is felt “a little strange?” Will be described using a remote controller for an air conditioner as an example. The remote controller 50 includes an operation key 52, a temperature / humidity setting key 120, an operation switching key 121, a wind speed switching key 122, a wind direction switching key 123, and a display unit 90 which are usually used for operating the air conditioner. The remote controller 50 includes a key 54 for inputting numbers and alphabets, a communication key 53 for selecting communication with the outside, and a failure diagnosis key 70.
[0023]
First, when the user feels an abnormality in the device, the user presses the communication key 53 provided on the remote controller 50 to set the failure diagnosis mode (order {circle around (1)}). At this time, in order to start communication with the service company 10, the user 30 inputs a password or the like as necessary, and then the failure diagnosis mode is started. Next, in order to select a diagnostic mode when the operating state is felt "a little strange?", A predetermined number (or alphabet) is input with the key 54 (order {circle around (2)}). At this point, the operation data and time at that time are set, and the data is transferred to the service company 10. However, in order to have the user confirm the method of using the device again, necessary question items, for example, Questions such as "Is the filter of the indoor unit dirty?", "Is the outdoor unit blocked?", "Is there a large amount of solar radiation?" 90 for display. Alternatively, such a question is stored in the remote controller 50 in advance and can be handled. At this time, needless to say, a preliminary failure diagnosis is performed based on the operation data transferred to the service company 10, and if an abnormality of the device is found at this time, a serviceman should take action. Has become.
[0024]
After such an operation, the user 30 checks the question displayed on the display unit 90 of the remote controller 50, and the user 30 needs to improve the corresponding items. However, if the same phenomenon is felt again, that is, “A little strange?”, The same operation is performed again using the remote controller 50, and if the same occurs twice or more, the driving data transferred to the service company 10 The fault diagnosis is performed on the basis of the time and the time, and a service person responds.
[0025]
In this way, by requesting the failure diagnosis from the user 30 spontaneously, the time at which the device abnormality occurs can be accurately grasped, so that the time zone and season at which the failure occurs become clear, and the cause is clarified. Useful information can be obtained. In addition, the user can confirm the question items displayed on the remote controller and improve the corresponding items, thereby returning the home electric appliances to normal operation, thereby eliminating the trouble of inquiring the service company by telephone. . Also, for the service company, there is no need to dispatch service personnel one after another, and work can be performed efficiently.
[0026]
When the home appliance breaks down and needs immediate repair, the communication key 53 provided on the remote controller 50 is pressed to set the failure diagnosis mode. Then, when the home appliance breaks down and the emergency repair is required, the diagnosis mode is set. To make a selection, a predetermined number (or alphabet) is input using the key 54. Since this diagnostic mode is a diagnostic mode that involves dispatching a serviceman, in order to avoid erroneous operations, the number of numbers (or alphabets) to be entered with the keys 54 is increased so that the user 30 can perform a simple operation. You need to prevent typing mistakes.
[0027]
FIG. 5 is a flowchart for performing a failure diagnosis in the system according to the present invention. A data measurement place at the time of failure diagnosis will be described by taking an air conditioner as an example. On the indoor unit side of the air conditioner, a suction air temperature 81, a heat exchanger surface temperature (indoor unit) 71, an indoor humidity 72, and an indoor fan speed 73 are measured. On the air conditioner outdoor unit side, an outside air temperature 74, a heat exchanger surface temperature (outdoor unit) 75, a compressor discharge temperature 76, a compressor rotation speed 77, and an outdoor fan rotation speed 78 are measured. At these measurement points, together with the operation time and the operation continuation time 80, data is stored in a temporary storage device 79 provided in the air conditioner main body, and the data is transferred to and stored in the home server 8 as appropriate. When the user 30 operates the remote controller 50 and selects the failure diagnosis mode, the command is transferred to the home server 8, and the operation data and time measured at each measurement point are transferred to the service company 10. After the operation data is transferred, the failure diagnosis device provided in the service company 10 includes means for predicting the operation data of each part during normal operation for each model of the air conditioner. If it is less than the allowable value, it is determined that the operation of the air conditioner is normal, and if it is more than the allowable value, it is determined that the air conditioner is faulty, and the result of the fault diagnosis is transmitted to the remote control 50 or the mobile phone 7 via the home server 8. Will be transferred. Even if there is no request for a failure diagnosis from the user 30, a failure diagnosis device provided in the service company 10 requests the home server 8 periodically (for example, every month, at the beginning of the season) for operation data, and remotely performs a failure. Diagnosis is to be performed.
[0028]
FIG. 6 is a system configuration diagram of one embodiment according to the present invention, which is an example of a remote control for home appliances and another remote service using a network. When the general household 1 moves to the place 1a away from the A branch 16 where the service was initially received due to circumstances, a branch near the service company 10 at the moving destination is searched in advance using the remote controller 50 for home appliances. You can also. As a search method, a key for inputting the postal code to the remote controller 50 for home electric appliances is provided, and thereby a service company existing in a corresponding place is searched.
[0029]
FIG. 7 shows a procedure for searching for the location of a service company using the remote controller 50 for home electric appliances in the system according to the present invention. An explanation will be given using a remote control for an air conditioner as an example. From the normal operation mode of the air conditioner (procedure {circle around (1)}), the search mode is selected by pressing the communication key 53, and "search for service company" is displayed on the remote control display screen 90 (procedure {circle around (2)}). Next, in order to search for a nearby branch location such as a moving destination using the key 54, a zip code corresponding to the location is input (procedure (3)). As a result, the location, contact information, and person in charge of the branch of the searched service company are clarified. Thereby, the user 30 can easily know the service company (for example, removal and installation of the air conditioner) at the location of the moving destination, can arrange the installation of the air conditioner before moving, and can perform the operation at the moving destination. Eliminate cumbersome procedures. Further, even if the location or contact information of the service company near the user 30 becomes unknown for some reason, the same operation can be performed using the remote controller 50 to easily check them.
[0030]
FIG. 8 shows an example of another remote service when a remote controller for home electric appliances is used in the system according to one embodiment of the present invention. The operation mode of the air conditioner can be downloaded to the remote controller 50 via a network. From the display screen 90 of the normal operation mode of the air conditioner (procedure (1)), the recommended operation mode is selected by pressing the communication key 53, and "selection of the recommended operation mode" is displayed on the remote control display screen (procedure ▲). 2 ▼). In the recommended driving selection menu, for example, "1 examinee, 2 elderly, 3 young woman, 4 infants, 5 cold regions" is displayed on the display screen 90 (procedure (3)). Each operation mode is stored in the server 12 in the service company 10 in advance, and is downloaded to the home server 8 via the network (procedure (4)). Once the operation mode downloaded to the home server 8 is selected from the remote control 50, the operation information is read from the air conditioner to the home server 8 as appropriate, and the selected operation is started.
[0031]
According to the embodiment described above, the following effects can be obtained.
(1) To provide a dedicated key on the remote controller of the network-compatible home appliance, which allows the user to voluntarily make a request for a failure diagnosis to the service (maintenance management) company when the user feels an abnormality in the home appliance. This allows the user to transfer the operating state of the home appliance when the user feels an abnormality and the time of occurrence of the abnormality to the service company, and it is possible for the serviceman to estimate the location of the failure before on-site repair. Therefore, prompt response can be made.
(2) Since the user can voluntarily request the failure diagnosis, the failure diagnosis can be performed in a timely manner without a time delay between the user and the maintenance management service company.
(3) Since it has a function to transfer the operation status of home appliances to a maintenance management service company, the operation status can be accurately transmitted, and the user needs to give a detailed explanation of the failure status of the home appliances. Disappears.
(4) This remote controller that can request a failure diagnosis has a function to display items for the user to recheck the usage of home appliances before the service person goes on a business trip. It has the effect of reducing.
[0032]
【The invention's effect】
According to the present invention described above, it is possible to provide a system capable of receiving a service when a user feels necessary, with regard to remote fault diagnosis and a network service associated therewith.
[0033]
Further, even if the user's residence is changed, it is possible to provide a system capable of ascertaining nearby dealers / service companies in charge.
[Brief description of the drawings]
FIG. 1 is a system configuration diagram of one embodiment according to the present invention.
FIG. 2 shows a flow when a user 30 receives a service in the system shown in FIG.
FIG. 3 shows a flow of a failure diagnosis performed by the user 30 with the maintenance management service company 10;
FIG. 4 shows an example of an operation method of a remote controller 50 for home electric appliances used in the present system.
FIG. 5 is a flowchart for performing a failure diagnosis in the system according to the present invention.
FIG. 6 is a system configuration diagram of one embodiment according to the present invention, which is an example of a remote control for home electric appliances and another remote service using a network.
FIG. 7 shows a procedure for searching for the location of a service company using the remote controller 50 for home electric appliances in the system according to the present invention.
FIG. 8 is an example of another remote service when a remote controller for home electric appliances is used in the system according to one embodiment of the present invention.
[Explanation of symbols]
1a ... General household, 2 ... Room air conditioner, 3 ... Refrigerator, 4 ... Washing machine, 5 ... Microwave oven, 6 ... Home network, 7 ... Mobile phone, 8 ... Home server, 9 ... Network, 10 ... Service (maintenance management) ) Company, 11 ... PC, 13 ... Dealer group, 14a, 14b, 14c ... Electrical appliance store, 15a, 15b, 15c ... Terminal personal computer, 16, 17, 18 ... Branch, 19 ... Electrical appliance store, 21, 22 ... Telephone line, 30 ... user, 38 ... recycling company, 45 ... reception unit for home electric appliances, 50 ... remote control for home electric appliances, 51 ... display screen, 52 ... operation key, 53 ... communication key, 54 ... key, 70 ... Failure diagnosis key, 71: heat exchanger surface temperature (indoor unit), 72: indoor temperature, 73: indoor fan temperature, 74: outside air temperature, 75: heat exchanger surface temperature (outdoor unit), 76: compressor discharge temperature 77, compressor rotation speed, 78, outdoor fan rotation speed, 79, temporary storage device, 80, operation time / operation duration, 81, intake air temperature, 90, display section, 95, operation measurement data, 100, telephone Line, 101: route, 102: telephone line, 103: service contract for failure diagnosis, etc., 104: affiliation, 105, 106, 107: telephone line, 120: temperature / humidity setting key, 121: operation switching key, 122 ... wind speed switching key, 123 ... wind direction switching key.

Claims (5)

In a network-compatible home appliance provided with an information communication function, a user switches to a failure diagnosis mode, a means for voluntarily requesting a failure diagnosis from the user, and a means for notifying the user of a failure diagnosis result. Provided in the remote control for home electric appliances, a function for the user to transfer the operation data of the home electric appliance together with a signal requesting the failure diagnosis voluntarily to the failure diagnostic device and to display the result of the failure diagnosis on the remote control for the home electric appliance. Network compatible home appliances. 2. The network-compatible home appliance according to claim 1, further comprising a function of displaying information transmitted from the outside on a display unit of a remote controller for home appliances or an information device terminal after a user voluntarily requests a failure diagnosis. In a network-compatible home appliance that is operated by a remote controller having a display unit and an operation unit and that can be connected to a network, a remote control for the home appliance is provided with means for searching for the location of a service company, and the search result is displayed as the remote control for the home appliance. Or a network-compatible home appliance that has the function of displaying on an information device terminal. A remote control for a home appliance, comprising a display unit and an operation unit, for operating a home appliance connectable to a network, wherein an operation unit for transmitting operation data for a predetermined time of the home appliance from the home appliance to a service company is provided. Remote control for home appliances equipped. In a network-compatible home appliance that is operated by a remote controller and can be connected to a network, a storage unit that stores a driving history, and a unit that transmits the stored driving history to a service company when requested by the remote controller. Network-compatible home appliances equipped with.

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