JP3866583B2

JP3866583B2 - Computer repair system and method, repair support center processing apparatus, and program

Info

Publication number: JP3866583B2
Application number: JP2002033685A
Authority: JP
Inventors: 久幸土屋
Original assignee: NEC Fielding Ltd
Current assignee: NEC Fielding Ltd
Priority date: 2002-02-12
Filing date: 2002-02-12
Publication date: 2007-01-10
Anticipated expiration: 2022-02-12
Also published as: JP2003233687A

Description

【０００１】
【発明の属する技術分野】
本発明はパソコン等のコンピュータの修理システムと方法、修理支援センタの処理装置、及びプログラムに関し、特にユーザ自ら修理作業を行うコンピュータの修理システムと方法、修理支援センタの処理装置、及びプログラムに関する。
【０００２】
【従来の技術】
従来、ユーザ所有のコンピュータ装置（パソコン等）が故障すると、ユーザは故障装置に対応出来る修理会社を調査し、電話等で修理を申し込みコンピュータ装置を宅配便等で運送している。
【０００３】
又、至急修理したい場合に装置を修理会社窓口に持参したとしても、修理対象装置を受け取る時間帯がある。
【０００４】
当然のことではあるが修理費用には交換した部品代の他に、解析し修理作業をした費用も含まれ、運送費も装置全体の重量やサイズに応じた額になる。
【０００５】
【発明が解決しようとする課題】
従って、上記従来のコンピュータの修理方式、方法ではユーザからみれば修理のリードタイムが長くなるという第１の問題点がある。
【０００６】
又、故障装置全体を修理会社に運送し修理後運送会社から受け取るという運送コストと手間がかかるという第２の問題点もある。
【０００７】
【課題を解決するための手段】
本発明の第１のコンピュータの修理システムは、故障コンピュータを接続する為の、インターネットアクセス可能なユーザの携帯通信端末と、修理支援センタと、配送センタとがネットワーク接続され、前記修理支援センタは、処理装置と、故障情報とそれに対応した故障部品情報を保持する故障事例データベースと、テストプログラムの結果情報に対応し故障部品情報を保持するテストプログラム診断結果データベースとを含み、前記処理装置は、前記ユーザの携帯通信端末からユーザの個人情報、故障情報を受信し故障情報により前記故障事例データベースを検索し該当する故障部品を抽出し、その故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば前記修理用部品の前記ユーザへの配送を配送センターに指示する故障解析・修理支援手段と、最初或いは前回の修理結果を前記ユーザの携帯通信端末より受信し、配送された部品で故障を修理できなかった場合は、テストプログラムを前記ユーザの携帯通信端末に送信し、故障コンピュータに前記テストプログラムを実行させ、その結果を前記ユーザの携帯通信端末を通じて取得し、前記結果で前記テストプログラム診断結果データベースを検索し、該当する故障部品を抽出し、故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば修理用部品をユーザへ配送する様配送センタに指示する修理結果受信・診断支援手段とを有し、更に、前記修理結果受信・診断支援手段が、前記携帯通信端末より２回目以降の修理結果を取得し、最初に配送した部品で故障を修理できず、最終的に修理に成功した場合に、その修理部品情報を前記故障事例データベースに反映する手段を有することを特徴とする。
【０００９】
本発明の第２のコンピュータの修理システムは、前記第１のコンピュータの修理システムに於いて、前記修理支援センタの処理装置は、前記ユーザの携帯通信端末よりアクセスされると、修理支援申込み、修理結果報告を項目として含むメニュー情報と修理支援申込み或いは修理結果報告が選択されると送信先を故障解析・修理支援手段或いは修理結果受信・診断支援手段に設定する手続き情報とをアクセス元に送信する受付処理手段を有し、前記故障解析・修理支援手段が、前記携帯通信端末からアクセスされると個人情報及び故障情報の各項目名とそれらの各々に対応した入力枠を含む申込入力用の表示情報と入力された情報を対応する項目名が識別可能な形式で返送する手続き情報とを前記携帯通信端末に送信する手段を有し、前記修理結果受信・診断支援手段が、配送された部品で故障を修理できなかった場合は、テストプログラムのロードと故障コンピュータを対象とした実行指示と結果返信を行うテスト支援手続き情報を前記ユーザの携帯通信端末に送信し、そのテスト支援手続きからの要求を受けテストプログラムを送信し、テスト支援手続きの返信を受けることで、テストプログラム実行結果を取得する様にしたことを特徴とする。
【００１０】
本発明の第３のコンピュータの修理システムは、前記第１、又は第２のコンピュータの修理システムに於いて、前記修理支援センタの処理装置が、ユーザに配送され故障が修理できた修理用部品の代金と配送費用の総額を算出しユーザの携帯通信端末に送信し請求する費用処理手段も有することを特徴とする。
【００１１】
本発明の第４のコンピュータの修理システムは、前記第１、又は第２のコンピュータの修理システムに於いて、前記ネットワークにはユーザの口座を含む金融機関も接続され、前記修理支援センタの処理装置の前記故障解析・修理支援手段が、ユーザの携帯通信端末からユーザの口座情報を含めて個人情報を受信する様にし、前記処理装置が、ユーザに配送され故障が修理できた修理用部品の代金と配送費用の総額を算出しユーザの携帯通信端末に送信し自動引き落としを通知してから金融機関に前記総額分のユーザの口座から修理支援センタ指定口座への振込を指示する費用処理手段も有することを特徴とする。
【００１６】
本発明の第１のコンピュータの修理方法は、故障コンピュータを接続する為の、インターネットアクセス可能なユーザの携帯通信端末と、修理支援センタと、配送センタとがネットワーク接続されたシステムにおけるコンピュータの修理方法であって、ユーザの携帯通信端末が修理支援センタにアクセスする手順と、前記修理支援センタが前記携帯通信端末よりアクセスされるとユーザ情報と故障情報の入力を促して取得し、故障情報とそれに対応した故障部品情報を保持する故障事例データベースを前記取得した故障情報により検索し、該当する故障部品を抽出し、その故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば修理用部品の前記ユーザへの配送を配送センターに指示する故障解析・修理支援手順と、前記修理支援センタが最初或いは前回の修理結果を前記ユーザの携帯通信端末より受信し、配送された部品で故障を修理できなかった場合は、テストプログラムを前記ユーザの携帯通信端末に送信し、故障コンピュータに前記テストプログラムを実行させ、その結果を前記ユーザの携帯通信端末を通じ取得し、テストプログラムの結果に対応し故障部品情報を保持するテストプログラム診断結果データベースを、前記取得した結果で検索し、該当する故障部品を抽出し、その故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されればそれに従って、修理用部品をユーザへ配送する様配送センタに指示する修理結果受信・診断支援手順とを含み、更に、前記修理結果受信・診断支援手順に、前記携帯通信端末より２回目以降の修理結果を取得し、最初に配送した部品で故障を修理できず、最終的に修理に成功した場合に、その修理部品情報を前記故障事例データベースに反映する手順を含むことを特徴とする。
【００１８】
本発明の第２のコンピュータの修理方法は、前記第１のコンピュータの修理方法に於いて、前記修理支援センタが、前記ユーザの携帯通信端末よりアクセスされると、修理支援申込み、修理結果報告を項目として含むメニュー情報と修理支援申込み或いは修理結果報告が選択されると送信先を故障解析・修理支援手順或いは修理結果受信・診断支援手順に設定する手続き情報とをアクセス元に送信する受付処理手順を含み、前記故障解析・修理支援手順は前記携帯通信端末からアクセスされると個人情報及び故障情報の各項目名とそれらの各々に対応した入力枠を含む申込入力用の表示情報と入力された情報を対応する項目名が識別可能な形式で返送する手続き情報とを前記携帯通信端末に送信する手順を有し、前記修理結果受信・診断支援手順が、配送された部品で故障を修理できなかった場合は、テストプログラムのロードと故障コンピュータを対象としたテスト実行指示と結果返信を行うテスト支援手続きを前記ユーザの携帯通信端末に送信し、そのテスト支援手続きからの要求を受けテストプログラムを送信し、テスト支援手続きの返信を受けることで、テストプログラム実行結果を取得する手順であることを特徴とする。
【００１９】
本発明の第３のコンピュータの修理方法は、前記第１、又は第２のコンピュータの修理方法に於いて、前記修理支援センタがユーザに配送され故障が修理できた修理用部品の代金と配送費用の総額を算出しユーザの携帯通信端末に送信し請求する費用処理手順も含むことを特徴とする。
【００２０】
本発明の第４のコンピュータの修理方法は、前記第１、又は第２のコンピュータの修理方法に於いて、前記故障解析・修理支援手順がユーザの携帯通信端末からユーザの口座情報を含めて個人情報を受信する様にし、前記修理支援センタが、ユーザに配送し故障が修理できた修理用部品の代金と配送費用の総額を算出しユーザの携帯通信端末に送信し通知してから、前記ユーザ口座を含む金融機関に対し前記総額分のユーザの口座から修理支援センタ指定口座への振込を、インターネットを通じ指示する費用処理手順も含むことを特徴とする。
【００２１】
本発明の修理支援センタの処理装置は、インターネットアクセス可能なユーザの携帯通信端末及び修理部品の配送センタとネットワーク接続された修理支援センタの処理装置であって、故障情報とそれに対応した故障部品情報を保持する故障事例データベースと、テストプログラムの結果情報に対応し故障部品情報を保持するテストプログラム診断結果データベースとがアクセス可能に接続され、
前記ユーザの携帯通信端末からユーザの個人情報、故障情報を受信し故障情報により前記故障事例データベースを検索し該当する故障部品を抽出し、その故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば前記修理用部品の前記ユーザへの配送を配送センターに指示する故障解析・修理支援手段と、最初或いは前回の修理結果を前記ユーザの携帯通信端末より受信し、配送された部品で故障を修理できなかった場合は、テストプログラムを前記ユーザの携帯通信端末に送信し、故障コンピュータに前記テストプログラムを実行させ、その結果を前記ユーザの携帯通信端末を通じ取得し、前記結果で前記テストプログラム診断結果データベースを検索し、該当する故障部品を抽出し、故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば修理用部品をユーザへ配送する様配送センタに指示する修理結果受信・診断支援手段とを有し、更に、前記修理結果受信・診断支援手段が、前記携帯通信端末より２回目以降の修理結果を取得し、最初に配送した部品で故障を修理できず、最終的に修理に成功した場合に、その修理部品情報を前記故障事例データベースに反映する手段を有することを特徴とする。
【００２２】
本発明のプログラムは、故障情報とそれに対応した故障部品情報を保持する故障事例データベースと、テストプログラムの結果情報に対応し故障部品情報を保持するテストプログラム診断結果データベースとがアクセス可能に接続された情報処理装置に、
前記ユーザの携帯通信端末からユーザの個人情報、故障情報を受信し故障情報により前記故障事例データベースを検索し該当する故障部品を抽出し、その故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば前記修理用部品の前記ユーザへの配送を配送センターに指示する故障解析・修理支援手順と、最初或いは前回の修理結果を前記ユーザの携帯通信端末より受信し、配送された部品で故障を修理できなかった場合は、テストプログラムを前記ユーザの携帯通信端末に送信し、故障コンピュータに前記テストプログラムを実行させ、その結果を前記ユーザの携帯通信端末を通じ取得し、前記結果で前記テストプログラム診断結果データベースを検索し、該当する故障部品を抽出し、故障部品情報と修理用部品情報とを前記携帯通信端末に提示し修理用部品の配送要求を確認し、確認されれば修理用部品をユーザへ配送する様配送センタに指示する修理結果受信・診断支援手順と、前記携帯通信端末より２回目以降の修理結果を取得し、最初に配送した部品で故障を修理できず、最終的に修理に成功した場合に、その修理部品情報を前記故障事例データベースに反映する手順を実行させる。
【００２５】
【発明の実施の形態】
次に、本発明の実施の形態について図面を参照して詳細に説明する。本発明は図１に示す通りユーザコンピュータ１０、修理支援センタ２０、配送センター３０及び金融機関４０により構成されており各々インターネット１００により通信接続されている。尚、ユーザコンピュータ１０は携帯電話と無線通信する基地局と基地局のネットワークとこれとインターネット間のゲートウェイサーバ等を含む無線ネットワーク１０１を介してインターネット１００に接続されている。
【００２６】
ユーザコンピュータ１０は故障コンピュータ１１と携帯電話１２により構成されている。故障コンピュータ１１はユーザが所有するパソコン等の情報処理装置であり、本発明のユーザ自身による故障修理の対象となるコンピュータである。携帯電話１２は故障コンピュータ１１の故障情報等を無線ネットワーク１０１とインターネット１００を介して修理支援センタ２０と送受する為のｉモード等に対応した携帯電話である。
【００２７】
携帯電話１２は例えば、図２に示す様に発信、着信機能を含めた無線通信部１２１と表示部１２２とキー入力部１２３とＣＰＵ＆メモリ１２４とＵＳＢインタフェース等の外部Ｉ／Ｆ部１２７を含む。そしてＣＰＵ＆メモリ１２４には修理支援センタ２０の処理装置２１の各処理手段にアクセスし、これらからの画面情報等を実行するためにＯＳ等１２５とブラウザ１２６を搭載している。
【００２８】
更に該携帯電話１２は診断プロセッサとしての機能を有し、図２に示すごとく携帯電話１２と故障コンピュータ１１を専用の接続ケーブル１３にて接続し、携帯電話１２から故障コンピュータ１１へテストプログラムを実行させた上でその結果をｉモード機能により修理支援センタ２０へ送付する機能を有する。尚、テストプログラムの内容とその診断結果の一例については図７に示す。
【００２９】
修理支援センタ２０はユーザからの故障修理を受け付ける目的のセンターであり携帯電話１２からの情報により故障コンピュータ１１の故障箇所を診断し故障部品を抽出し、これと交換するための修理用部品をユーザ先へ配送する様配送センター３０へインターネット１００を介して指示する機能を有する。
【００３０】
修理支援センタ２０は処理装置２１、故障事例データベース（以下故障事例ＤＢと呼ぶ）２２及びテストプログラム診断結果データベース（以下テストプログラム診断結果ＤＢと呼ぶ）２３より構成されている。
【００３１】
処理装置２１は１台ないし数台のサーバやワークステーション等の情報処理装置でありその構成例を図３に示す。処理装置２１は、インターネット通信手段２１１と受付処理手段２１２と故障解析・修理支援手段２１３と修理結果受信・診断支援手段２１４と費用処理手段２１６とを含む。
【００３２】
受付処理手段２１２は携帯電話１２よりアクセスされると、修理支援申込み、修理結果報告を項目として含むメニュー情報と修理支援申込み、或いは修理結果報告が選択されると送信先を故障解析・修理支援手段２１３、或いは修理結果受信・診断支援手段２１４に設定する手続き情報からなるメニュー画面情報２１２１をアクセス元の携帯電話１２に送信する。
【００３３】
故障解析・修理支援手段２１３は、ユーザの携帯電話１２からアクセスされると申込画面情報２１３１を送り、ユーザからの個人情報と故障情報（故障装置機種と故障内容と故障時状況）を取得し故障情報で故障事例ＤＢ２２を参照し、故障部品を抽出した上でユーザの携帯電話１２に通知し修理部品要求を確認し、配送センター３０に対して対応の修理用部品をユーザ先へ配送する様に指示する。
【００３４】
修理結果受信・診断支援手段２１４はユーザの携帯電話１２からアクセスされると前記配送した部品による修理結果とユーザ識別（個人情報の一部）の入力を指示し入力されたこれらの情報（項目値）を返信する手続きを含む報告画面情報２１４１をアクセス元の携帯電話１２に送り、修理結果とユーザ識別を受信し、修理結果が部品を交換しても故障が直らなかったことを示していれば、テストプログラム２４とこれを実行させるための情報と結果の返信手続きとを携帯電話１２に送信する。
【００３５】
そして、携帯電話１２を介して実施したテストプログラムによる診断結果を受信してテストプログラム診断ＤＢ２３を参照して再度故障部品を抽出し、初回と同様にユーザの携帯電話１２に通知、確認を入れ、配送センター３０へ対応の修理用部品の再送を指示する。又、故障修理が完了報告を受けると費用処理手段２１６を呼出しユーザへの費用確認情報を受け携帯電話１２に送信し確認する。
【００３６】
費用処理手段２１６は修理結果受信・診断支援手段２１４、或いは故障解析・修理支援手段２１３から呼び出され、前記部品の代金と配送費を計算し、ユーザへの確認情報を作成し要求元の手段に返す。
【００３７】
又、インターネット１００を介して金融機関４０に対してユーザの保有する口座から前記代金を引き落として修理支援センタ２０の指定口座への振り込みを指示する。
【００３８】
尚、受付処理手段２１２、故障解析・修理支援手段２１３、修理結果受信・診断支援手段２１４、費用処理手段２１６は処理装置２１に搭載するプログラムで実現されている。
【００３９】
故障事例ＤＢ２２はコンピュータの装置（機種）毎に故障内容及び故障時状況とそれに対応した故障部品情報を保持し、過去の故障事例の故障情報と故障部品情報が反映されたデータベースであり、図６にその一例を示す。
【００４０】
テストプログラム診断結果ＤＢ２３はコンピュータにテストプログラムを実行させた結果を格納したデータベースであり、テストプログラムの実行アドレス毎に故障部品を対応させ、テストプログラム実行結果が該アドレスで止まった場合に故障部品を抽出出来る構成になっており、図７に一例を示す。
【００４１】
ユーザ管理情報２５は、ユーザ毎の情報記憶であり、ユーザ情報、故障情報、配送した修理部品名を一時記憶し、又、処理ステータス（修理部品配送済み、修理結果受信済み、費用請求済み乃至引き落としの同意済み等）を記憶し更新される。即ち、故障解析・修理支援手段２１３が受けたユーザ情報が登録され、修理結果受信・診断支援手段２１４や、費用処理手段２１６に参照される。又、故障情報が同様に登録され修理結果受信・診断支援手段２１４が必要時参照する。
【００４２】
修理用部品名は故障解析・修理支援手段２１３が登録し、修理結果受信・診断支援手段２１４が更新していく。費用処理手段はユーザ識別でこの修理用部品名を取得する。
【００４３】
配送センター３０は修理支援センタ２０の指示によりユーザ先へ修理部品を配送する目的のセンターである。
【００４４】
金融機関４０はユーザが口座を保有する金融機関であり、修理支援センタ２０の指示によりユーザの口座から修理部品と配送料の代金を自動引き落としして修理支援センタ２０の指定口座に自動振り込みする機能を有する。
【００４５】
次に、本発明の実施の形態の動作について図面を参照して説明する。図８と図９のフローチャートに沿って本発明の動作を詳細に説明する。
【００４６】
故障コンピュータ１１に故障が発生すると（ステップ１）、ユーザーは、携帯電話１２のｉモードを使用して、修理支援センタ２０にアクセスする（ステップ２）。修理支援センタ２０はメニュー画面情報を送信し（ステップ３）、携帯電話１２の表示部に修理申込み、修理結果報告等の項目が表示されユーザは修理申込みを選択し、修理支援センタ２０より申込画面情報を受け、図４に示す様にユーザーの氏名、住所、電話番号、インターネットのアドレス、金融機関の口座番号、故障コンピュータ１１の機種名、及び発生した故障内容と故障時の状況を送信する（ステップ４）。
【００４７】
修理支援センタ２０は、受信した故障コンピュータ１１の機種名、故障内容、故障時状況をキーワードとして、故障事例ＤＢ２２から、まず該当する機種を抽出し、次に該当する故障部品を抽出する（ステップ５）。
【００４８】
抽出方法は図６に示す如く例えば故障内容がＦＤＤ動作不良で故障時の状況にバイオスで認識していないことを示すメッセージがあれば故障部品はＦＤＤユニットといった方法である。ここで故障時の状況が不足し故障部品として異なる複数の候補が出力された場合には図６の確認事項の部分を携帯電話１２に問い合わせ、これにより故障部品を特定し抽出する（ステップ６）。尚、申し込み時の故障情報のみで故障部品を特定し抽出出来た場合にはステップ６は省略される。
【００４９】
抽出した故障部品名を申告情報と合わせた結果及び交換用の修理部品名（通常は故障部品名に同じで省略してもよい）を提示し、その配送要求を確認する情報を携帯電話１２に自動返信する（ステップ７）。ユーザーは携帯電話１２の表示（図５参照）を確認し配送要求の有無を指定した後、一旦修理支援センタ２０との通信を切る（ステップ８）。修理部品要求をキャンセルしなかった場合は故障部品と交換する修理用部品の到着を待つことになる。
【００５０】
次に修理支援センタ２０は抽出された修理用部品名称及び送付先の情報をインターネット１００を介して配送センター３０へ送り、ユーザ先へ修理用部品の配送を指示する。そしてユーザ情報と故障情報と修理用部品名と処理ステータス（修理用部品配送指示済み）をユーザ管理情報２５に追加する（ステップ９）。
【００５１】
当該情報を入手した配送センター３０は、修理支援センタ２０より指定された修理用部品と部品の脱着に必要な分解・組み立て説明書とを合わせて梱包し、指定されたユーザ先へ配送する（ステップ１０）。
【００５２】
当該修理用部品を入手したユーザーは、分解・組み立て説明書を参照して、故障部品の交換を行い組立完了後に、故障が完治したかどうかを確認する（ステップ１２）。
【００５３】
次にユーザは携帯電話１２を用いて無線ネットワーク１０１、インターネット１００を介して修理結果（故障が完治／否）を修理支援センタ２０へ報告する。先ず、修理支援センタ２０の代表（受付）にアクセスし（ステップ１３）、修理支援センタ２０がメニュー画面情報を送信し（ステップ１４）、ユーザは修理結果報告を選択し（ステップ１５）、報告画面情報が送られてくると（ステップ１６）、ユーザ識別と修理結果を入力し報告する（ステップ１７）。
【００５４】
修理支援センタ２０では修理結果を取得し（ステップ１８）、故障が完治／否かを識別する（ステップ１９）。ここでは先ず、故障が一回目の故障部品交換で完治した場合とする。
【００５５】
修理支援センタ２０はユーザ識別でユーザ管理情報２５にアクセスし配送した修理用部品名を取得し部品ＤＢ２６より部品代を得て修理用部品代としこれに配送料等の加算を自動的に行い（ステップ２０）、その結果を携帯電話１２に表示する（ステップ２１）。ユーザは携帯電話１２の表示に同意したという確認を修理支援センタ２０に送信し、携帯電話１２を切る（ステップ２２）。
【００５６】
その後修理支援センタ２０はユーザ管理情報２５の処理ステータスを確認済みとする（ステップ２３）。
【００５７】
ユーザ管理情報２５に口座情報が登録されているので金融機関４０にインターネット１００を介してアクセスし、ユーザの保有する口座から前記代金を引き落として保守会社の指定口座に振り込む旨を指示し（ステップ２４）、金融機関４０はこれを受けて前記振り込みを実行し（ステップ２５）、本発明に関する処理を終了する。
【００５８】
次に一回目の部品交換で故障が復旧しなかった場合を図９〜図１１のフローチャートに沿って説明する。修理支援センタ２０はユーザーから受信した修理結果が１回目の保守部品交換で故障が復旧しなかった旨と識別する（ステップ１９）。
【００５９】
図１０に移り、修理支援センタ２０は故障コンピュータ１１の機能をチェックするためのテストプログラムを携帯電話１２へ送信し（ステップ２６）、携帯電話１２は該テストプログラムを受信後自動的にダウンロードする（ステップ２７）。次に故障コンピュータ１１と携帯電話１２を接続ケーブル１３とで接続する（ステップ２８）。
次に携帯電話１２を診断プロセッサ、故障コンピュータ１１を被試験装置として、前記テストプログラムを実行させ（ステップ２９）、停止したアドレスを修理支援センタ２０に報告する（ステップ３０）。
【００６０】
このとき、テストプログラムが全く動かない場合は次の二通りのケースが考えられるのでユーザは症状を見て対処する。
電源のランプが点灯していないケース
この場合は電源系統の故障であるので、修理支援センタ２０へその旨を連絡する。
電源ランプは点灯しているがテストプログラムが動かない場合
この場合はコンピュータの中央処理装置が不良であるので、その旨を修理支援センタ２０へ連絡する。
【００６１】
上記ケース以外でテストプログラムが実行された場合は以下の動作が実行される。修理支援センタ２０は停止アドレスを入手すると（ステップ３１）、それに基づきテストプログラム診断結果ＤＢ２３を検索し、当該停止アドレスに合致する故障部品を得て、また前回部品以外ということで、該当故障部品を抽出し（ステップ３２）、その故障部品名通知と修理用部品の配送要求の確認の為の情報を携帯電話１２に表示する（ステップ３３）。
【００６２】
抽出方法は図７で示す如く例えば停止アドレスが１００ならば故障部品はマザーボードといった方法で抽出する。
【００６３】
次に前述と同様にユーザは携帯電話１２の表示を確認後、修理部品要求有無を回答し修理支援センタ２０との通信を切る（ステップ３４）。修理部品配送をキャンセルしなかった場合は修理用部品の到着を待つことになる。
【００６４】
次に前述と同様に、修理支援センタ２０は抽出された修理用部品名称及び送付先の情報をインターネット１００を介して配送センター３０へ送り、修理用部品の配送を指示する。そしてユーザ管理情報２５に修理用部品名やステータス（配送指示済み）の更新を行う（ステップ３５）。
【００６５】
次に前述と同様に、配送センター３０は、修理支援センタ２０より指定された修理用部品と部品の脱着に必要な分解・組み立て説明書とを合わせて梱包し、指定された場所に配送する（ステップ３６）。
【００６６】
図１１に移り、前述と同様に、ユーザーは当該修理用部品を入手し（ステップ３７）、分解・組み立て説明書を参照して、故障部品を送付されて来た修理用部品に交換する。その後前述した前回のテストプログラムを実行させる（ステップ３８）。
【００６７】
診断結果がパスであれば完治であるので、その結果を携帯電話１２を介して、修理支援センタ２０に連絡する（ステップ３９）。
【００６８】
修理支援センタ２０は、２回目で完治したという情報を受け（ステップ４０）、新しい障害復旧事例が発生したと判断し、故障事例ＤＢ２２の該当する事例の項目に追加登録する（ステップ４１）。
【００６９】
次に前述と同様に、修理支援センタ２０では故障が完治したので、故障部品代及び配送料等の計算を行い、ユーザへの同意を得、費用処理する。即ち図９のステップ２０以降の処理をし動作を終了する。
【００７０】
尚、２回目の診断結果で異なるアドレスが発生した場合は、複数の部品が故障している場合であるので、結果がパスになるまで前述の動作を繰り返す。
【００７１】
尚、前記ステップ７やステップ３３では修理部品代も提示する様にしてもよい。即ち、図５の修理部品（＊＊＊＊＊＊：有償）の「有償」を金額表示にしてもよい。又「修理できた際にＸＸ百円請求」としてもよい。
【００７２】
本発明の他の実施例では前記ステップ２６〜ステップ３０の処理を、下記の様に行う。即ち、修理支援センタ２０が、操作ガイド表示とテストプログラムロードと実行と実行結果返信を行うテスト支援手続き２１４２（携帯電話１２のＯＳ等１２５とブラウザ１２６が実行するプログラム）を先ず携帯電話１２に送信し、ブラウザ１２６により実行されユーザがガイド表示に従って指示するとテスト支援手続き２１４２が修理支援センタ２０からテストプログラムをロードする。
【００７３】
テスト支援手続き２１４２は携帯電話１２と故障コンピュータ１１の接続、故障コンピュータ１１の起動、テスト開始指示操作を表示部１２２に示す。ユーザが指示に従ってケーブル接続と故障コンピュータ１１の起動を行い、テスト開始をキー入力部１２３で指示しテストプログラムが実行される。
【００７４】
テスト支援手続き２１４２はテストプログラムの実行結果を確認し、停止アドレスが開始アドレスであれば、ユーザに故障コンピュータ１１の状態を入力するよう表示しその状態を取得する。取得した状態情報か或いは開始アドレスと異なるテストプログラム実行結果としての停止アドレスを修理支援センタ２０に自動返信する。
【００７５】
又、携帯電話１２のメモリ容量が小さければテストプログラムのロードと実行を複数回に分けて行ない、エラー停止した際に停止アドレスを送信する様にしてもよい。
【００７６】
次に本発明の第２の実施形態について説明する。図３を参照し、本実施形態では処理装置２１Ａはテストプログラムによる再診断を行う修理結果受信・診断支援手段２１４は持たず、故障解析・修理支援手段２１３Ａが修理結果を受信し、修理出来た場合には費用処理手段２１６を呼出し、携帯電話１２に費用請求する。或いは額を示し引き落としを事前に通知する。
【００７７】
ユーザ管理情報２５にユーザの口座情報があれば引き落としを事前通知し合意を得てから、費用処理手段２１６が金融機関４０へユーザ口座から修理支援センタ２０の指定口座へ振り込む様指示する。
【００７８】
故障解析・修理支援手段２１３Ａが、故障を修理出来なかった報告を受けた場合には、初回の部品交換後の故障内容、故障時状況を取得しその結果により故障事例ＤＢ２２を検索し故障部品を決める。この際に前回の故障部品は対象から排除する。これで故障部品が絞り込めれば故障部品名の通知及び修理部品の配送要求の確認を行い修理部品の再配送を行う。
【００７９】
又、故障部品を絞れない場合や２重故障が疑われる場合は故障コンピュータ１１を受け取り解析修理する。或いは２回目の修理からは無条件に受け取り修理としてもよい。何れにしても修理できた際の修理部品情報の故障事例ＤＢ２２への反映を行う。又、その修理部品や運送費等を請求する。
【００８０】
以上の説明ではユーザのインターネット１００のサイトにアクセスでき外部Ｉ／Ｆを持つ通信端末を携帯電話１２として説明したが、これをユーザの他のコンピュータ（２台目のパソコン等）としてもよい。
【００８１】
【発明の効果】
以上説明した様に本発明のユーザによるコンピュータの修理システムや方法は、修理支援センタがユーザから故障内容と状況を取得し故障解析し、故障装置のテストプログラムによる診断を実施しその結果情報に応じ、必要な修理用部品を販売する。
【００８２】
従って、ユーザは修理支援センタの指示に従えば良く、特別な専門知識が無くても、素人でも修理が出来、ユーザー自身による故障復旧が容易になるという効果を有している。
【００８３】
又、修理支援センタが、ユーザからの故障内容と状況の取得や、修理結果受信、テストプログラム送付、修理用部品販売をインターネットを通じて行い、また修理支援センタ側の処理も自動化されているので、ユーザ要求を１日２４Ｈ対応で受付け処理できるという効果を有する。
【００８４】
そして、故障部品の送付待ち時間以外は、ユーザー自身の対応となるため修理時間が短縮されるという効果を有する。
【００８５】
又、障害診断がコンピュータによって実施されるため、人為ミスが無く故障対応が正確であるという効果も有する。
【００８６】
更に、ユーザ側の修理支援装置の第１候補をインターネットサイトにアクセスでき処理可能な携帯電話としているため、ユーザ側に２台目のパソコンが無くとも修理支援ができるという効果も有している。
【図面の簡単な説明】
【図１】本発明のユーザによるコンピュータの修理システムの全体の構成を示すブロック図。
【図２】図１の故障コンピュータ１１と携帯電話１２の構成を示すブロック図。
【図３】図１の処理装置２１の構成例を示すブロック図。
【図４】本発明の修理支援センタ２０へ修理支援を申し込む際の内容を示す図。
【図５】本発明の修理支援センタ２０から受信する故障解析結果、修理部品要求有無の問い合わせ情報の内容を示す図。
【図６】本発明の故障事例ＤＢ２２の例を示す図。
【図７】本発明のテストプログラム診断結果ＤＢ２３の例を示す図。
【図８】本発明の動作を示すフローチャート。
【図９】本発明の動作を示すフローチャート。
【図１０】本発明の動作を示すフローチャート。
【図１１】本発明の動作を示すフローチャート。
【符号の説明】
１０ユーザコンピュータ
１００インターネット
１０１無線ネットワーク
１１故障コンピュータ
１２携帯電話
１３接続ケーブル
２０修理支援センタ
２１、２１Ａ処理装置
２１１インターネット通信手段
２１２受付処理手段
２１２１メニュー画面情報
２１３、２１３Ａ故障解析・修理支援手段
２１３１申込画面情報
２１４修理結果受信・診断支援手段
２１４１報告画面情報
２１４２テスト支援手続き
２１６費用処理手段
２２故障事例ＤＢ
２３テストプログラム診断結果ＤＢ
２４テストプログラム
２５ユーザ管理情報
２６部品ＤＢ
３０配送センター
４０金融機関[0001]
BACKGROUND OF THE INVENTION
The present invention relates to a computer repair system such as a personal computer.And method, repair support center processing device, and programIn particular, the user performs repair work himself.UkoComputer repair systemAnd method, repair support center processing apparatus, and programAbout.
[0002]
[Prior art]
Conventionally, when a user-owned computer device (such as a personal computer) breaks down, the user investigates a repair company that can deal with the failed device, applies for repair by telephone or the like, and transports the computer device by courier.
[0003]
In addition, even if the device is brought to the repair company window in case of urgent repair, there is a time zone for receiving the device to be repaired.
[0004]
Needless to say, the repair cost includes the cost of analyzing and repairing in addition to the cost of the replaced parts, and the transportation cost is an amount corresponding to the weight and size of the entire device.
[0005]
[Problems to be solved by the invention]
Therefore, the conventional computer repair method and method have a first problem that the lead time for repair is long from the user's point of view.
[0006]
In addition, there is a second problem that it takes a lot of transportation cost and labor to transport the entire faulty device to the repair company and receive it from the transport company after repair.
[0007]
[Means for Solving the Problems]
First of the present inventionNoComputer repair system,lateUsers with internet access to connect computersMobile phoneA communication terminal, a repair support center, and a delivery center are connected to the network, and the repair support center stores a processing device, failure information, and failure part database corresponding to the failure information.And a test program diagnosis result database that stores faulty part information corresponding to the test program result information, andThe processing device includes the userMobile phoneThe personal information and failure information of the user is received from the communication terminal, the failure case database is searched based on the failure information, the corresponding failure part is extracted, and the failure part information and repair part information are forwarded.Mobile phoneA failure analysis / repair support hand that confirms the delivery request for the repair part and presents it to the delivery center.First, when the first or last repair result is received from the user's mobile communication terminal and the failure cannot be repaired with the delivered parts, a test program is transmitted to the user's mobile communication terminal, The test program is executed, the result is obtained through the user's mobile communication terminal, the test program diagnosis result database is searched with the result, the corresponding faulty part is extracted, faulty part information, repair part information, And a repair result receiving / diagnosis support means for instructing the delivery center to deliver the repair parts to the user if the request is confirmed. The repair result reception / diagnosis support means obtains the second and subsequent repair results from the mobile communication terminal and cannot repair the failure with the first delivered part. To the case of a successful repair, you have a means for reflecting the repair part information in the failure case databaseIt is characterized by doing.
[0009]
First of the present invention2 coThe computer repair system1Computer repair system,When the processing device of the repair support center is accessed from the user's mobile communication terminal, the repair support application and the menu information including the repair result report as items and the repair support application or the repair result report are selected as the transmission destination. It has reception processing means for transmitting the procedure information set in the failure analysis / repair support means or the repair result reception / diagnosis support means to the access source, and the failure analysis / repair support means is accessed from the portable communication terminal. Display information for application input including each item name of personal information and failure information, and an input frame corresponding to each of them, and procedure information for returning the input information in a format in which the corresponding item name can be identified Means for transmitting to a portable communication terminal,If the failure is not repaired by the delivered result diagnosis / diagnosis support means, the user receives test support procedure information for loading a test program, executing an instruction for the failed computer, and returning the result.Mobile phoneThe test program execution result is acquired by transmitting to the communication terminal, receiving a request from the test support procedure, transmitting a test program, and receiving a response from the test support procedure.
[0010]
First of the present invention3 coThe computer repair system is the firstOr the secondIn the computer repair system, the processing device of the repair support center calculates the total amount of the repair parts delivered to the user and repaired the failure and the total cost of the delivery.Mobile phoneIt also has a cost processing means for transmitting and charging to the communication terminal.
[0011]
First of the present invention4 coThe computer repair system is the firstOr the secondIn the computer repair system, a financial institution including a user account is also connected to the network, and the failure analysis / repair support means of the processing device of the repair support center is a user.Mobile phoneThe personal information including the user's account information is received from the communication terminal, and the processing device calculates the total amount of the repair parts that have been delivered to the user and repaired the failure and the total cost of the delivery.Mobile phoneA cost processing means is also provided for instructing the financial institution to transfer money from the user account for the total amount to the repair support center designated account after notifying the automatic debit by sending to the credit terminal.
[0016]
First of the present inventionNoHow to repair a computerIn a system in which a mobile communication terminal of a user who can access the Internet, a repair support center, and a distribution center for connecting a failed computer are connected to the network.A computer repair method for a userMobile phoneCommunication terminalButThe procedure for accessing the repair support center and the repair support centerMobile phoneWhen it is accessed from a communication terminal, it prompts and acquires user information and failure information, and acquires a failure case database holding failure information and corresponding failure component information based on the acquired failure information. Extract the information on the failed part and the part information for repair beforeMobile phoneFailure analysis / repair support procedure that shows the delivery request for repair parts to be displayed on the communication terminal and, if confirmed, instructs the delivery center to deliver the repair parts to the userWhen the repair support center receives the first or previous repair result from the user's mobile communication terminal and fails to repair the failure with the delivered parts, the test program is transmitted to the user's mobile communication terminal. , Causing the faulty computer to execute the test program, obtaining the result through the user's mobile communication terminal, and searching the test program diagnosis result database that holds faulty part information corresponding to the test program result based on the obtained result Then, the corresponding faulty part is extracted, the faulty part information and the repair part information are presented to the mobile communication terminal, the delivery request for the repair part is confirmed, and if it is confirmed, the repair part is A repair result reception / diagnosis support procedure for instructing the delivery center to deliver to the repair center. Procedure for obtaining the repair result for the second and subsequent times from the mobile communication terminal and reflecting the repair part information in the failure case database when the failure cannot be repaired with the first delivered part and the repair is finally successful TheIt is characterized by including.
[0018]
Second of the present inventionNoThe computer repair method is1Computer repair method,When the repair support center is accessed from the user's mobile communication terminal, menu information including repair support application and repair result report as items and repair support application or repair result report are selected. Including a reception processing procedure for transmitting a repair support procedure or procedure information set in a repair result reception / diagnosis support procedure to an access source. When the failure analysis / repair support procedure is accessed from the mobile communication terminal, personal information and a fault The display information for application input including each item name of information and the input frame corresponding to each of them, and the procedure information for returning the input information in a format in which the corresponding item name can be identified are transmitted to the portable communication terminal Have a procedure to do beforeIf the repair result reception / diagnosis support procedure fails to repair the failure with the delivered part, the test support procedure for loading the test program, instructing the execution of the test for the failed computer, and returning the result is sent to the user.Mobile phoneThe test procedure is a procedure for transmitting a test program in response to a request from the test support procedure, transmitting a test program, and receiving a reply from the test support procedure to obtain a test program execution result.
[0019]
First of the present invention3 coThe computer repair method is the firstOr the secondIn the computer repair method, the repair support center calculates the total cost of the repair parts that have been delivered to the user and the failure has been repaired, and the total delivery cost.Mobile phoneIt also includes a cost processing procedure that is transmitted to the communication terminal and charged.
[0020]
First of the present invention4 coThe computer repair method is the firstOr the secondIn the computer repair method, the failure analysis / repair support procedure is the userMobile phoneThe personal information including the user's account information is received from the communication terminal, and the repair support center calculates the total amount of the repair parts that have been delivered to the user and repaired the failure and the total cost of the delivery.Mobile phoneAnd a cost processing procedure for instructing a financial institution including the user account to transfer from the user account for the total amount to the repair support center designated account via the Internet. To do.
[0021]
Of the present inventionRepair support center processing equipmentIsA mobile communication terminal of a user who can access the Internet and a processing device of a repair support center connected to a delivery center of repair parts over a network, including a failure case database holding failure information and corresponding failure part information, and a test program A test program diagnosis result database corresponding to the result information and holding the failed part information is connected to be accessible,
Receiving the user's personal information and failure information from the user's mobile communication terminal, searching the failure case database based on the failure information and extracting the corresponding faulty part, the faulty part information and the repair part information being stored in the mobile communication terminal The failure analysis / repair support means for instructing the delivery center to deliver the repair parts to the user if confirmed, and the first or last repair result. If the failure cannot be repaired with the delivered parts, the test program is transmitted to the user's mobile communication terminal, the fault computer is caused to execute the test program, and the result is sent to the user. Obtained through the mobile communication terminal, search the test program diagnostic result database with the result, extract the corresponding faulty part, Presenting part information and repair part information to the mobile communication terminal, confirming the delivery request for the repair part, and receiving the repair result / diagnosis support instructing the delivery center to deliver the repair part to the user if confirmed In addition, the repair result receiving / diagnosis support means obtains the second and subsequent repair results from the portable communication terminal, and cannot repair the failure with the first delivered part, and finally repairs it. In the case of success, it has means for reflecting the repair part information in the failure case databaseIt is characterized by that.
[0022]
Of the present inventionprogramIsTo an information processing apparatus in which a failure case database holding failure information and failure part information corresponding to the failure information and a test program diagnosis result database holding the failure part information corresponding to the test program result information are connected,
Receiving the user's personal information and failure information from the user's mobile communication terminal, searching the failure case database based on the failure information and extracting the corresponding faulty part, the faulty part information and the repair part information being stored in the mobile communication terminal The failure analysis / repair support procedure for instructing the delivery center to deliver the repair part to the user and the result of the first or previous repair are displayed on the user. If the failure cannot be repaired with the delivered parts, the test program is transmitted to the user's mobile communication terminal, the fault computer is caused to execute the test program, and the result is sent to the user. Obtained through the mobile communication terminal, search the test program diagnostic result database with the result, extract the corresponding faulty part, Presenting part information and repair part information to the mobile communication terminal, confirming the delivery request for the repair part, and receiving the repair result / diagnosis support instructing the delivery center to deliver the repair part to the user if confirmed The procedure and the second and subsequent repair results are obtained from the mobile communication terminal, and when the failure cannot be repaired with the first delivered part and the repair is finally successful, the repair part information is stored in the failure case database. Execute the procedure to reflect.
[0025]
DETAILED DESCRIPTION OF THE INVENTION
Next, embodiments of the present invention will be described in detail with reference to the drawings. As shown in FIG. 1, the present invention includes a user computer 10, a repair support center 20, a distribution center 30, and a financial institution 40, which are connected to each other via the Internet 100. The user computer 10 is connected to the Internet 100 via a wireless network 101 including a base station that communicates wirelessly with a mobile phone, a network of base stations, and a gateway server between the base station and the Internet.
[0026]
The user computer 10 includes a malfunction computer 11 and a mobile phone 12. The failure computer 11 is an information processing apparatus such as a personal computer owned by the user, and is a computer that is a target of failure repair by the user of the present invention. The cellular phone 12 is a cellular phone compatible with i-mode for transmitting / receiving failure information of the failed computer 11 to / from the repair support center 20 via the wireless network 101 and the Internet 100.
[0027]
For example, as shown in FIG. 2, the mobile phone 12 includes a wireless communication unit 121 including a transmission and reception function, a display unit 122, a key input unit 123, a CPU & memory 124, and an external I / F unit 127 such as a USB interface. The CPU & memory 124 is loaded with an OS 125 and a browser 126 for accessing each processing means of the processing device 21 of the repair support center 20 and executing screen information and the like.
[0028]
Further, the mobile phone 12 has a function as a diagnostic processor. As shown in FIG. 2, the mobile phone 12 and the faulty computer 11 are connected by a dedicated connection cable 13, and a test program is executed from the mobile phone 12 to the faulty computer 11. And having the result of sending the result to the repair support center 20 by the i-mode function. FIG. 7 shows an example of the contents of the test program and the diagnosis result.
[0029]
The repair support center 20 is a center for receiving a fault repair from a user, diagnoses a fault location of the faulty computer 11 based on information from the mobile phone 12, extracts a faulty part, and supplies a repair part for replacement with the user. It has a function of instructing the delivery center 30 via the Internet 100 for delivery to the destination.
[0030]
The repair support center 20 includes a processing device 21, a failure case database (hereinafter referred to as failure case DB) 22, and a test program diagnosis result database (hereinafter referred to as test program diagnosis result DB) 23.
[0031]
The processing device 21 is an information processing device such as one or several servers or workstations, and its configuration example is shown in FIG. The processing device 21 includes Internet communication means 211, reception processing means 212, failure analysis / repair support means 213, repair result reception / diagnosis support means 214, and cost processing means 216.
[0032]
When the reception processing means 212 is accessed from the mobile phone 12, a repair support application, menu information including a repair result report as an item and a repair support application, or a repair result report is selected. 213 or menu screen information 2121 composed of procedure information set in the repair result reception / diagnosis support means 214 is transmitted to the mobile phone 12 of the access source.
[0033]
The failure analysis / repair support means 213 sends application screen information 2131 when accessed from the user's mobile phone 12, and acquires personal information and failure information (failure device model, failure content and failure status) from the user. The failure example DB 22 is referred to by information, and after extracting the failed part, the user's mobile phone 12 is notified to confirm the repair part request, and the corresponding repair part is delivered to the user center to the delivery center 30. Instruct.
[0034]
When the repair result reception / diagnosis support means 214 is accessed from the user's mobile phone 12, the repair result by the delivered parts and the input of the user identification (part of personal information) are instructed, and the inputted information (item values) If the report screen information 2141 including the procedure to return the response is sent to the mobile phone 12 of the access source, the repair result and the user identification are received, and the repair result indicates that the failure has not been corrected even if the parts are replaced. The test program 24, information for executing the test program 24, and a result reply procedure are transmitted to the mobile phone 12.
[0035]
And the diagnostic result by the test program implemented via the mobile phone 12 is received, the test program diagnosis DB 23 is referred to, the failed part is extracted again, and the user's mobile phone 12 is notified and confirmed in the same manner as the first time, The distribution center 30 is instructed to resend the corresponding repair part. When receiving a report on the completion of the failure repair, the cost processing means 216 is called to receive the cost confirmation information for the user and transmit it to the mobile phone 12 for confirmation.
[0036]
The cost processing means 216 is called from the repair result reception / diagnosis support means 214 or the failure analysis / repair support means 213, calculates the price and delivery cost of the parts, creates confirmation information for the user, return.
[0037]
Further, the financial institution 40 is instructed to transfer the money from the account held by the user to the designated account of the repair support center 20 via the Internet 100.
[0038]
The reception processing means 212, failure analysis / repair support means 213, repair result reception / diagnosis support means 214, and cost processing means 216 are realized by programs installed in the processing device 21.
[0039]
The failure case DB 22 is a database in which failure contents and failure situations and failure part information corresponding to the failure contents are stored for each computer (model), and failure information and failure part information of past failure cases are reflected. An example is shown in.
[0040]
The test program diagnosis result DB 23 is a database that stores the results of causing a computer to execute a test program. The test program diagnosis result DB 23 associates a failed part for each execution address of the test program, and if the test program execution result stops at the address, An example is shown in FIG. 7.
[0041]
The user management information 25 is information storage for each user, temporarily stores user information, failure information, and the name of the repaired parts that have been delivered. Also, the processing status (repair parts delivered, repair results received, cost charged or withdrawn) , Etc.) is stored and updated. That is, the user information received by the failure analysis / repair support means 213 is registered and referred to by the repair result reception / diagnosis support means 214 and the cost processing means 216. Also, failure information is registered in the same manner, and the repair result reception / diagnosis support means 214 refers to it when necessary.
[0042]
The part name for repair is registered by the failure analysis / repair support means 213, and the repair result reception / diagnosis support means 214 is updated. The cost processing means acquires the name of this repair part by user identification.
[0043]
The delivery center 30 is a center for the purpose of delivering repair parts to the user according to instructions from the repair support center 20.
[0044]
The financial institution 40 is a financial institution in which the user holds an account, and a function of automatically withdrawing the repair parts and the delivery fee from the user's account according to an instruction from the repair support center 20 and automatically transferring it to the designated account of the repair support center 20. Have
[0045]
Next, the operation of the embodiment of the present invention will be described with reference to the drawings. The operation of the present invention will be described in detail with reference to the flowcharts of FIGS.
[0046]
When a failure occurs in the failed computer 11 (step 1), the user accesses the repair support center 20 using the i-mode of the mobile phone 12 (step 2). The repair support center 20 transmits the menu screen information (step 3), items for repair application, repair result report, etc. are displayed on the display unit of the mobile phone 12, and the user selects the repair application, and the repair support center 20 applies the application screen. Upon receipt of the information, as shown in FIG. 4, the user's name, address, telephone number, Internet address, financial institution account number, model name of the faulty computer 11, and details of the fault and the situation at the time of the fault are transmitted ( Step 4).
[0047]
The repair support center 20 first extracts the corresponding model from the failure example DB 22 using the received model name of the failed computer 11, the details of the failure, and the situation at the time of the failure as keywords, and then extracts the corresponding failed part (step 5). ).
[0048]
As shown in FIG. 6, for example, if there is a message indicating that the failure content is FDD operation failure and the status at the time of failure is not recognized by Bios, the failed part is the FDD unit. Here, when the situation at the time of failure is insufficient and a plurality of different candidates are output as failed parts, the mobile phone 12 is inquired about the confirmation items in FIG. 6, thereby identifying and extracting the failed parts (step 6). . If the faulty part can be identified and extracted only by the fault information at the time of application, step 6 is omitted.
[0049]
The result of combining the extracted faulty part name with the declaration information and the repair part name for replacement (usually the same as the faulty part name and may be omitted) are presented to the mobile phone 12 for confirming the delivery request. An automatic reply is made (step 7). The user confirms the display on the mobile phone 12 (see FIG. 5) and designates whether or not there is a delivery request, and then temporarily disconnects from the repair support center 20 (step 8). If the repair parts request is not cancelled, it waits for the arrival of a repair part to be replaced with a faulty part.
[0050]
Next, the repair support center 20 sends the extracted repair part name and destination information to the delivery center 30 via the Internet 100 and instructs the user to deliver the repair part. Then, the user information, the failure information, the repair part name, and the processing status (repair parts delivery instruction completed) are added to the user management information 25 (step 9).
[0051]
The distribution center 30 that has obtained the information packs the repair parts designated by the repair support center 20 together with the disassembly / assembly instructions necessary for detaching the parts, and delivers them to the designated user (step). 10).
[0052]
The user who has obtained the repair part refers to the disassembly / assembly manual, replaces the failed part, and confirms whether or not the failure has been completely cured after the assembly is completed (step 12).
[0053]
Next, the user reports the repair result (failure is completely cured / not determined) to the repair support center 20 via the wireless network 101 and the Internet 100 using the mobile phone 12. First, the representative (reception) of the repair support center 20 is accessed (step 13), the repair support center 20 transmits menu screen information (step 14), the user selects a repair result report (step 15), and the report screen is displayed. When information is sent (step 16), user identification and repair results are entered and reported (step 17).
[0054]
The repair support center 20 acquires the repair result (step 18) and identifies whether the failure is completely cured or not (step 19). Here, first, it is assumed that the failure is completely cured by the first replacement of the failed component.
[0055]
The repair support center 20 accesses the user management information 25 by user identification, obtains the name of the delivered repair part, obtains the part cost from the part DB 26 and automatically adds a delivery fee to the part cost for repair ( Step 20), and the result is displayed on the mobile phone 12 (Step 21). The user transmits confirmation to the repair support center 20 that he / she has agreed to the display on the mobile phone 12, and hangs up the mobile phone 12 (step 22).
[0056]
Thereafter, the repair support center 20 determines that the processing status of the user management information 25 has been confirmed (step 23).
[0057]
Since the account information is registered in the user management information 25, the financial institution 40 is accessed via the Internet 100, and an instruction is given to withdraw the money from the account held by the user and transfer it to the designated account of the maintenance company (step 24). In response, the financial institution 40 executes the transfer (step 25) and ends the processing relating to the present invention.
[0058]
Next, the case where the failure is not recovered by the first part replacement will be described with reference to the flowcharts of FIGS. The repair support center 20 identifies that the repair result received from the user is that the failure has not been recovered by the first maintenance part replacement (step 19).
[0059]
10, the repair support center 20 transmits a test program for checking the function of the failed computer 11 to the mobile phone 12 (step 26), and the mobile phone 12 automatically downloads the test program after receiving the test program (step 26). Step 27). Next, the failed computer 11 and the mobile phone 12 are connected by the connection cable 13 (step 28).
Next, the test program is executed using the mobile phone 12 as the diagnostic processor and the failed computer 11 as the device under test (step 29), and the stopped address is reported to the repair support center 20 (step 30).
[0060]
At this time, if the test program does not work at all, the following two cases are conceivable, so the user looks at the symptoms and deals with them.
Case where the power lamp is not lit
In this case, since the power supply system is faulty, the repair support center 20 is notified of this.
If the power lamp is lit but the test program does not work
In this case, since the central processing unit of the computer is defective, the fact is notified to the repair support center 20.
[0061]
When the test program is executed in cases other than the above, the following operations are executed. When the repair support center 20 obtains the stop address (step 31), the repair support center 20 searches the test program diagnosis result DB 23 based on the stop address, obtains a failed part that matches the stop address, and determines that the failed part is other than the previous part. The information is extracted (step 32), and information for notifying the failure part name and confirming the delivery request for the repair parts is displayed on the mobile phone 12 (step 33).
[0062]
As shown in FIG. 7, for example, if the stop address is 100, the failed part is extracted by a method such as a mother board.
[0063]
Next, in the same manner as described above, after confirming the display on the mobile phone 12, the user answers whether there is a request for repair parts and disconnects from the repair support center 20 (step 34). If the delivery of repair parts is not canceled, the arrival of repair parts will be awaited.
[0064]
Next, in the same manner as described above, the repair support center 20 sends the extracted repair part name and delivery destination information to the delivery center 30 via the Internet 100 and instructs delivery of the repair parts. Then, the part name for repair and status (delivery instruction completed) are updated in the user management information 25 (step 35).
[0065]
Next, in the same manner as described above, the delivery center 30 packs together the repair parts designated by the repair support center 20 and the disassembly / assembly instructions necessary for detaching the parts, and delivers them to the designated location ( Step 36).
[0066]
Turning to FIG. 11, as described above, the user obtains the repair part (step 37), refers to the disassembly / assembly manual, and replaces the failed part with the repair part that has been sent. Thereafter, the previous test program is executed (step 38).
[0067]
If the diagnosis result is a pass, the cure is complete, and the result is notified to the repair support center 20 via the mobile phone 12 (step 39).
[0068]
The repair support center 20 receives information that the cure has been completed for the second time (step 40), determines that a new failure recovery case has occurred, and additionally registers it in the corresponding case item of the failure case DB 22 (step 41).
[0069]
Next, as described above, since the failure has been completely cured at the repair support center 20, the cost of the failed part, the delivery fee, etc. are calculated, the consent of the user is obtained, and the cost is processed. That is, the processing after step 20 in FIG.
[0070]
If different addresses are generated in the second diagnosis result, a plurality of parts have failed. Therefore, the above-described operation is repeated until the result is a pass.
[0071]
In step 7 and step 33, the cost for repair parts may be presented. In other words, “paid” of the repaired part (****: paid) in FIG. 5 may be displayed as a monetary amount. It is also possible to “claim XX hundred yen when repaired”.
[0072]
In another embodiment of the present invention, the processing from step 26 to step 30 is performed as follows. That is, the repair support center 20 first transmits to the mobile phone 12 a test support procedure 2142 (program executed by the OS 125 of the mobile phone 12 and the browser 126) for displaying the operation guide, loading and executing the test program, and returning the execution result. Then, when executed by the browser 126 and instructed by the user according to the guide display, the test support procedure 2142 loads a test program from the repair support center 20.
[0073]
The test support procedure 2142 displays on the display unit 122 the connection between the mobile phone 12 and the failed computer 11, the activation of the failed computer 11, and the test start instruction operation. The user connects the cable and starts up the failed computer 11 according to the instruction, instructs the start of the test with the key input unit 123, and executes the test program.
[0074]
The test support procedure 2142 confirms the execution result of the test program. If the stop address is the start address, the test support procedure 2142 displays the user to input the state of the failed computer 11 and acquires the state. Either the acquired status information or a stop address as a test program execution result different from the start address is automatically returned to the repair support center 20.
[0075]
Further, if the memory capacity of the mobile phone 12 is small, the test program may be loaded and executed in a plurality of times, and a stop address may be transmitted when an error stops.
[0076]
Next, a second embodiment of the present invention will be described. Referring to FIG. 3, in this embodiment, the processing device 21A does not have the repair result reception / diagnosis support means 214 for performing re-diagnosis by the test program, and the failure analysis / repair support means 213A received the repair result and was able to repair. In this case, the cost processing means 216 is called and the mobile phone 12 is charged. Alternatively, indicate the amount and notify the debit in advance.
[0077]
If there is user account information in the user management information 25, the withdrawal is notified in advance and an agreement is obtained, and then the cost processing means 216 instructs the financial institution 40 to transfer money from the user account to the designated account of the repair support center 20.
[0078]
When the failure analysis / repair support means 213A receives a report that the failure could not be repaired, the failure content after the first part replacement and the situation at the time of failure are obtained, and the failure case DB 22 is searched based on the result to find the failed part. Decide. At this time, the previous failed part is excluded from the target. If the faulty parts can be narrowed down, the faulty part name is notified and the repair parts delivery request is confirmed, and the repair parts are re-delivered.
[0079]
If the failed part cannot be narrowed down or if a double failure is suspected, the failed computer 11 is received and repaired. Alternatively, the repair may be received unconditionally from the second repair. In any case, the repair part information at the time of repair is reflected in the failure case DB 22. In addition, the repair parts and transportation costs are charged.
[0080]
In the above description, the communication terminal that can access the site of the user's Internet 100 and has an external I / F has been described as the mobile phone 12, but this may be another computer (such as a second personal computer) of the user.
[0081]
【The invention's effect】
As described above, according to the computer repair system and method of the present invention, the repair support center acquires the failure content and situation from the user, analyzes the failure, performs diagnosis by the test program of the failed device, and responds to the result information. Sell the necessary repair parts.
[0082]
Therefore, the user only has to follow the instructions of the repair support center, and even if there is no special expertise, even an amateur can repair, and the user can easily recover from the failure.
[0083]
In addition, the repair support center acquires failure details and status from users, receives repair results, sends test programs, sells repair parts via the Internet, and the repair support center process is also automated. This has the effect that the request can be accepted and processed 24 hours a day.
[0084]
In addition to the waiting time for sending the faulty part, the repair time is shortened because it is the user's own response.
[0085]
Further, since the failure diagnosis is performed by the computer, there is an effect that there is no human error and the failure response is accurate.
[0086]
Furthermore, since the first candidate of the repair support device on the user side is a mobile phone that can access the Internet site and process it, there is also an effect that the repair support can be performed without a second personal computer on the user side.
[Brief description of the drawings]
FIG. 1 is a block diagram showing the overall configuration of a computer repair system by a user of the present invention.
FIG. 2 is a block diagram showing the configuration of the failed computer 11 and the mobile phone 12 in FIG.
FIG. 3 is a block diagram showing a configuration example of the processing device 21 in FIG. 1;
FIG. 4 is a diagram showing the contents when applying for repair support to the repair support center 20 of the present invention.
FIG. 5 is a diagram showing the contents of inquiry information about whether there is a request for repair parts and a failure analysis result received from the repair support center 20 of the present invention.
FIG. 6 is a diagram showing an example of a failure case DB 22 of the present invention.
FIG. 7 is a diagram showing an example of a test program diagnosis result DB 23 according to the present invention.
FIG. 8 is a flowchart showing the operation of the present invention.
FIG. 9 is a flowchart showing the operation of the present invention.
FIG. 10 is a flowchart showing the operation of the present invention.
FIG. 11 is a flowchart showing the operation of the present invention.
[Explanation of symbols]
10 User computer
100 Internet
101 wireless network
11 Faulty computer
12 Mobile phone
13 Connection cable
20 Repair support center
21, 21A Processing device
211 Internet communication means
212 Reception processing means
2121 Menu screen information
213, 213A Failure analysis / repair support means
2131 Application screen information
214 Repair result reception / diagnosis support means
2141 Report screen information
2142 Test support procedure
216 Cost processing means
22 Failure case DB
23 Test program diagnostic result DB
24 Test program
25 User management information
26 Parts DB
30 distribution center
40 Financial institutions

Claims

For connecting a fault computer, a portable communications terminal of Internet accessible users, and repair support center, and distribution center is networked, the repair support center, a processing device, and fault information and its corresponding a fault case database that holds failed component information, and a test program analysis result database that holds the response to the result information of the test program failed component information, said processing device, individual users from the mobile communications terminal of the user information, searches the failure case database to extract the relevant faulty part by receiving the failure information failure information, delivery of parts for repair presents a repair part information and the failure part information before Symbol mobile communications terminal Confirm the request, and if confirmed, failure analysis / repair that instructs the delivery center to deliver the repair parts to the user A support hand stage, the first or last repair results received from the mobile communication terminal of the user, if it can not repair the fault in the delivered parts, send test programs to the portable communication terminal of the user, the failure Causing the computer to execute the test program, obtaining the result through the user's mobile communication terminal, searching the test program diagnosis result database with the result, extracting the corresponding faulty part, faulty part information and repair part A repair result receiving / diagnosis support means for instructing a delivery center to present information to the portable communication terminal and confirming a delivery request for the repair parts, and to deliver the repair parts to the user if confirmed; Further, the repair result receiving / diagnosis support means obtains the second and subsequent repair results from the portable communication terminal and repairs the failure with the first delivered part. Not finally upon successful repair, the repair system features and to Turkey computer to have a means for reflecting the repair part information in the failure case database.

When the processing device of the repair support center is accessed from the user's mobile communication terminal, the repair support application and the menu information including the repair result report as items and the repair support application or the repair result report are selected as the transmission destination. It has reception processing means for transmitting the procedure information set in the failure analysis / repair support means or the repair result reception / diagnosis support means to the access source, and the failure analysis / repair support means is accessed from the portable communication terminal. Display information for application input including each item name of personal information and failure information, and an input frame corresponding to each of them, and procedure information for returning the input information in a format in which the corresponding item name can be identified and means for transmitting to the mobile communication terminal, the repair results received and diagnostic support means, if it can not repair the fault in the delivered parts, the test program Sends a test support procedure information to perform an execution instruction and result reply intended for loading and failure computer to the mobile communications terminal of the user, send a test program receives a request from the test support procedures, the test support procedures by receiving the reply, computer repair system according to claim 1, characterized in that the manner to obtain a test program execution results.

Characterized in that it has the repair support center of the processing apparatus, and expensive processing means for calculating the total amount of the price and delivery costs of the repair parts to be delivered to the user fault be repaired sent to the mobile communications terminal of a user requesting claim 1 or 2 computer repair system according to the.

The network is also connected financial institutions, including the user's account, the failure analysis and repair support means of said repair support center of the processing device, receives the personal information, including the account information of the user from the user of the mobile communications terminal to the manner, the processing device, to financial institutions from the notification was sent to calculate the total amount of the price and delivery costs of repair parts that are delivered to the user failure could be repaired in the mobile communications terminal of the user automatic withdrawal claim 1 or 2 computer repair system according to characterized in that also have cost processing means for instructing the transfer of the repair support center designated account from the user account of the total amount.

For connecting a fault computer, a portable communication terminal of Internet accessible users, and repair support center, and delivery center is a method of repairing a computer in a networked system, repair the mobile communications terminal of a user failure and procedures for accessing support center, said repair support center obtains prompting input is accessed from the front Symbol mobile communications terminal and user information failure information, for holding the failure information and the failure component information corresponding thereto Search by failure information that the case database was the acquisition, to extract the defective parts applicable, presents and repair parts information and its failure parts information before Symbol mobile communications terminal to confirm the delivery request of repair parts, if it is confirmed and the procedure failure analysis and repair support for instructing the delivery to the user of repair parts to the distribution center, the repair support cell The first or last repair result is received from the user's portable communication terminal, and the failure is not repaired with the delivered parts, a test program is transmitted to the user's portable communication terminal, The test program is executed, the result is obtained through the user's mobile communication terminal, the test program diagnosis result database holding the failed part information corresponding to the result of the test program is searched with the obtained result, and the corresponding failure is obtained. The parts are extracted, the failed part information and the repair part information are presented to the mobile communication terminal to confirm the request for delivery of the repair parts, and if confirmed, the repair parts are delivered to the user accordingly. A repair result reception / diagnosis support procedure for instructing the center, and the repair result reception / diagnosis support procedure includes the portable communication terminal. Ri to get the repair results of the second and subsequent times, can not repair the failure in the first delivery the parts, in case of a successful final repair, to include a procedure to reflect the repair parts information in the failure case database repair method of characteristics and to Turkey computer.

When the repair support center is accessed from the user's mobile communication terminal, menu information including repair support application and repair result report as items and repair support application or repair result report are selected. Including a reception processing procedure for transmitting a repair support procedure or procedure information set in a repair result reception / diagnosis support procedure to an access source. When the failure analysis / repair support procedure is accessed from the mobile communication terminal, personal information and a fault The display information for application input including each item name of information and the input frame corresponding to each of them, and the procedure information for returning the input information in a format in which the corresponding item name can be identified are transmitted to the portable communication terminal has a procedure that, before Symbol repair result reception and diagnostic support procedures, if it can not repair the fault in the delivered parts, the test program loading and late Sends a test support procedures for testing execution instruction and result reply intended for computer to the portable communications terminal of the user, send a test program receives a request from the test support procedures, receives a reply test support procedures it is, method of repairing a computer according to claim 5, characterized in that the procedure for acquiring the test program execution results.

Claims, characterized in that the repair support center including cost procedure sends calculates the total price and delivery costs of parts for repairing a fault is delivered to the user could be repaired in a mobile communications terminal of a user requesting computer repair method as claimed 5, 6.

The failure to analyze and from the mobile communications terminal of repair support steps by the user in such receives the personal information, including the account information of the user, the repair support center, the price of repair parts that were delivered to the user failure could be repaired and to calculate the total amount of the delivery costs from the sent to the mobile communications terminal of the user notification, the transfer of financial institutions, including the user account from the account of a user of the total amount to repair support center designated account, the Internet cost procedure method of repairing computer of claim 5, 6, wherein also include instructing through.

A mobile communication terminal of a user who can access the Internet and a processing device of a repair support center connected to a delivery center of repair parts over a network, including a failure case database holding failure information and corresponding failure part information, and a test program A test program diagnosis result database corresponding to the result information and holding the failed part information is connected to be accessible,
Receiving the user's personal information and failure information from the user's mobile communication terminal, searching the failure case database based on the failure information and extracting the corresponding faulty part, the faulty part information and the repair part information being stored in the mobile communication terminal The failure analysis / repair support means for instructing the delivery center to deliver the repair parts to the user if confirmed, and the first or last repair result. If the failure cannot be repaired with the delivered parts, the test program is transmitted to the user's mobile communication terminal, the fault computer is caused to execute the test program, and the result is sent to the user. Obtained through the mobile communication terminal, search the test program diagnostic result database with the result, extract the corresponding faulty part, Presents and parts information and repair parts information to the portable communication terminal to verify the delivery request of repair parts, repair result reception and diagnosis to instruct the repair parts if it is confirmed to the delivery Centers as to be delivered to the user The repair result reception / diagnosis support means obtains the second and subsequent repair results from the portable communication terminal, and cannot repair the failure with the first delivered part, and finally repairs. A repair support center processing apparatus comprising means for reflecting the repair part information in the failure case database when the repair is successful .

To an information processing apparatus in which a failure case database holding failure information and failure part information corresponding to the failure information and a test program diagnosis result database holding the failure part information corresponding to the test program result information are connected,
Receiving the user's personal information and failure information from the user's mobile communication terminal, searching the failure case database based on the failure information and extracting the corresponding faulty part, the faulty part information and the repair part information being stored in the mobile communication terminal The failure analysis / repair support procedure for instructing the delivery center to deliver the repair part to the user and the result of the first or previous repair are displayed on the user. If the failure is not repaired with the delivered parts, the test program is transmitted to the mobile terminal of the user, and the test program is executed by the faulty computer. Obtain through the mobile communication terminal, search the test program diagnosis result database with the results, extract the relevant faulty parts, Repair result reception / diagnosis support procedure for instructing the delivery center to deliver the repair part to the user by confirming the delivery request of the repair part by presenting the information and the repair part information to the mobile communication terminal The second and subsequent repair results are obtained from the mobile communication terminal, and when the failure cannot be repaired with the first delivered part and the repair is finally successful, the repair part information is reflected in the failure case database. A program to execute the procedure to perform.