WO2002041279A2 - Verfahren und vorrichtung zur verbesserung von wartung und service an hausgeräten - Google Patents
Verfahren und vorrichtung zur verbesserung von wartung und service an hausgeräten Download PDFInfo
- Publication number
- WO2002041279A2 WO2002041279A2 PCT/EP2001/012832 EP0112832W WO0241279A2 WO 2002041279 A2 WO2002041279 A2 WO 2002041279A2 EP 0112832 W EP0112832 W EP 0112832W WO 0241279 A2 WO0241279 A2 WO 0241279A2
- Authority
- WO
- WIPO (PCT)
- Prior art keywords
- service
- message
- appliance
- household appliance
- domestic appliance
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
- H04L12/2803—Home automation networks
- H04L12/2816—Controlling appliance services of a home automation network by calling their functionalities
- H04L12/2821—Avoiding conflicts related to the use of home appliances
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
- H04L12/2803—Home automation networks
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/28—Data switching networks characterised by path configuration, e.g. LAN [Local Area Networks] or WAN [Wide Area Networks]
- H04L12/2803—Home automation networks
- H04L12/2823—Reporting information sensed by appliance or service execution status of appliance services in a home automation network
- H04L12/2827—Reporting to a device within the home network; wherein the reception of the information reported automatically triggers the execution of a home appliance functionality
Definitions
- the present invention relates to a method for improving maintenance and service on household appliances and a corresponding device and a service and maintenance system for household appliances.
- a method according to the invention provides that a message for requesting service and / or maintenance personnel is sent from a household appliance.
- the household appliance is connected to a network.
- This message from the domestic appliance establishes contact between a service point as a service provider and an operator of the domestic appliance, specifically via the domestic appliance in question.
- the operator of the domestic appliance designed according to a method according to the invention no longer has to consult any documents or lists of service telephone numbers; the first point of contact for the service is the domestic appliance itself. This significantly relieves the customer as a contact person.
- the term “notification” in the context of the present invention is understood to mean a clearly identifiable message that enables contact and / or further information exchange.
- a system for networking home appliances in a household is known, for example, from the product publication "The Siemens Home Electronic System HES” by Siemens Electroella GmbH, Kunststoff, from 1997.
- the central basis for this control and use of home appliances as networked applications is a PC via which can be controlled and monitored within the HES. For this purpose, a lot of internal states of the connected household devices are mapped.
- the HES application is PC-based and therefore largely platform-dependent, so that even when using interfaces to an HES system, the The customer service technician's work is not made much easier, in particular, no reports from an HES as a local network are given to an external service provider.
- this is from the household appliance for transmitting the
- Message addressed network a global network.
- the global network is preferably addressed directly by the household appliance.
- Intermediate connection of a local network, as it were, is provided in one embodiment.
- standardization is still generally referred to as a network or global network, since this is the basis for an essential component of a method according to the invention.
- basic information is transmitted through the notification of the domestic appliance to the service provider, preferably the exact model name, which can be expanded by serial or appliance number, date of manufacture and product number as well as further appliance-specific details or any combination of these details.
- the device number of the home appliance is an individual alphanumeric string that is stored internally as a unique identifier in the home appliance, e.g. B. in a non-volatile memory chip. This information given above by way of example is advantageously customer-independent. A setting of further information on a household appliance e.g. when selling is not necessary. Thus, no devices for writing further information into non-volatile memories of a household appliance according to the invention are to be provided outside of the production facilities.
- no customer-specific information such as Name, address, telephone number etc., preferably not contain any additional information.
- personal and / or location-related data can be entered into the home appliance, for example by the customer himself via a control panel, as is provided as standard for home appliances.
- This input can be made in coordination with the customer, but also from a dealer or seller, or only when the customer delivers the product.
- the type of input can correspond to that of, for example, fax machines or telephones and have a similar scope of information.
- the amount of personal data required is still very small, although this data is only used in the event of a malfunction and does not otherwise have to be publicly accessible.
- the home appliance that has sent a message is advantageously identified in the global network, for example on the basis of its individual product number. This number is his address in the global network, via which only this home appliance can be addressed directly by a service point. Furthermore, a Transmission of system parameters and / or a short history to show the operation before the error occurs on the home appliance can be included in the message.
- an open return channel to the home appliance can be made available, which can be used, for example, to query the system, query status parameters, etc. or to transmit a service number to the home appliance.
- remote diagnosis on the household appliance can be started from a service point or a responsible customer service via the network. This eliminates all questions about the symptoms of a malfunction to the customer himself, and customer service can be optimally prepared for customer service deployment as required. If necessary, parts that are not in stock can also be requested from the manufacturer when planning a customer service assignment. The information about delivery times and the current availability of replacement parts can be incorporated directly into the scheduling of customer service.
- the customer advantageously receives a response to a message from the household appliance.
- advice can be given about a possible incorrect operation and error analysis with a cost estimate.
- the representation, display or output of the reply can be done via telephone, fax, television, other networked devices or the faulty home appliance itself.
- a diagnostic result sent as a response can also contain, for example, suggested dates and / or information about the cheapest regionally available provider of a service that is recognized as necessary.
- a networked domestic appliance has a special service key or preferably a key combination that is secure against incorrect operation and is contained in a control panel of the domestic appliance. If the customer suspects that his device is malfunctioning, he presses the key or key combination. As an additional function, it can be provided that the household appliance independently issues the message in the event of an error, that is to say without the customer's intervention. This can happen, for example, in the course of a self-test of the household appliance.
- Access to a household appliance or its connection to the distributed network can advantageously take place directly or indirectly.
- the household appliance is connected to the distributed network, for example via a local network, for example via an HES as a cable or line-bound system.
- a local network for example via an HES as a cable or line-bound system.
- the advantageous properties of local networks with an interconnection of different devices in a household can thus also be used, for example for displaying and / or outputting current operating instructions.
- the home appliance can also be connected to a local network wirelessly, for example via radio or infrared data traffic.
- the domestic appliance can also stand by means of a radio connection in the form of a wide connection with a service provider as a provider and / or operator of a distributed network.
- This fast direct connection avoids an alternative connection to a local data network, for example in order to transmit a message with its relatively scarce data content to a service provider more quickly.
- the service provider can also be contacted wirelessly directly from the household appliance, given the infrastructure.
- the Internet is provided as a global network, to which the domestic appliance can be connected via a telephone line.
- the domestic appliance is preferably connected to a service point or a responsible customer service via the power line.
- a service point or a responsible customer service via the power line.
- only one connection and only one line system are required for the energy supply and access to the global network. Structural expansions in older households can thus be dispensed with, and household appliances according to the invention can be used universally. The above statements on wireless connection apply accordingly.
- a method according to the invention for the manufacturer of home appliances according to the invention discloses the possibility of establishing a new business field as a service partner and / or service provider that is preferably available at any time
- Remote diagnosis, maintenance diagnosis, etc. or as a provider or operator of the global network is essentially processed in the form of electronic data, so that it can also be used directly for warehouse and inventory management and for the analysis of a range of household appliances for system weak points.
- Figure 1 a logic diagram for the basic representation of a service and maintenance system according to the invention
- Figure 2 a sketched representation of a system of networked household appliances.
- a service and maintenance system 1 comprises a domestic appliance 2 at the location of a service user, that is to say the operator of the domestic appliance 2 as a customer of the system 1.
- the domestic appliance 2 is connected to a service provider 6 via a global network 3 of a service intermediary 4 , a customer service in a service center 7.
- a message 8 from the domestic appliance 2 is transmitted to the service center 7 by the service agent 4.
- the message from the domestic appliance 2 is processed as an error message of a device type precisely determined by the message 8 and for possible sources of error within the relevant one Household appliances 2 analyzed.
- remote diagnosis of the domestic appliance 2 is started from the service point 7 via the network 3.
- the service center 7 sends information on incorrect operation and / or a fault analysis with a cost estimate to the operator of the domestic appliance 2.
- the response 9 can be sent to the telephone, fax, television or other networked devices in the household of the operator of the home device 2.
- this response 9 contains a diagnostic result related to the domestic appliance 2, suggestions for an appointment with a cost estimate and information about the cheapest providers, a display on a screen or display of the domestic appliance 2 is initiated.
- FIG. 2 shows a sketched representation of a system 1 with various networked domestic appliances 2 in an exemplary household.
- the power supply line 10 has been chosen as the transmission path or global network 3, to which each of the domestic appliances 2 must be forcibly connected in order to be supplied with electrical energy.
- the network shown is compatible with an already existing local network 13, so that on the basis of the local network 13 it is also possible to display and / or reproduce information, etc. on a home appliance 2 or other electrical device that can be selected by the customer , Alternative or additional ways of sending the message 8 are also possible via this network 13, e.g. a computer 14, a modem or via telephone 15.
- Each domestic appliance 2 is provided with an individual identifier, here its individual manufacturing number. In this way, possible disturbances are recognized early in such a household, e.g. the calcification of the dishwasher 11 and / or the
- a corresponding message 8 of the devices mentioned prompts the customer service of the service point 7 to give feedback to the customer, with which the customer is reminded of the use of decalcifying agents in the respective devices.
- corresponding information is sent with a cost estimate, which is very likely to give rise to a new purchase, for example in the case of a coffee machine.
Abstract
Description
Claims
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
PL36159501A PL361595A1 (en) | 2000-11-15 | 2001-11-06 | Method and device for improving maintenance and servicing on household appliances |
EP01996842A EP1338118A2 (de) | 2000-11-15 | 2001-11-06 | Verfahren und vorrichtung zur verbesserung von wartung und service an hausgeräten c |
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
DE2000156491 DE10056491A1 (de) | 2000-11-15 | 2000-11-15 | Verfahren und Vorrichtung zur Verbesserung von Wartung und Service an Hausgeräten |
DE10056491.7 | 2000-11-15 |
Publications (2)
Publication Number | Publication Date |
---|---|
WO2002041279A2 true WO2002041279A2 (de) | 2002-05-23 |
WO2002041279A3 WO2002041279A3 (de) | 2002-11-07 |
Family
ID=7663322
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
PCT/EP2001/012832 WO2002041279A2 (de) | 2000-11-15 | 2001-11-06 | Verfahren und vorrichtung zur verbesserung von wartung und service an hausgeräten |
Country Status (4)
Country | Link |
---|---|
EP (1) | EP1338118A2 (de) |
DE (1) | DE10056491A1 (de) |
PL (1) | PL361595A1 (de) |
WO (1) | WO2002041279A2 (de) |
Cited By (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP2320366A1 (de) * | 2009-11-06 | 2011-05-11 | Sony Corporation | System und Verfahren zu Koppelung einer Kundenvorrichtung mit einer Wartungsvorrichtung |
US20160113474A1 (en) * | 2014-10-28 | 2016-04-28 | JTA Industries, LLC | Method of maintaining commercial ware-washers |
EP2881018B1 (de) | 2013-12-04 | 2018-09-26 | Eugster/Frismag AG | Vorrichtung zur automatisierten Bereitung eines Heißgetränks |
Families Citing this family (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
DE102010002877B4 (de) | 2010-03-15 | 2017-11-23 | BSH Hausgeräte GmbH | Verfahren zum Betreiben eines Haushaltsgeräts und Haushaltsgerät |
DE102012015893B4 (de) | 2012-08-10 | 2023-08-03 | BSH Hausgeräte GmbH | Übermittlung einer Information betreffend ein Haushaltsgerät |
DE102012222248A1 (de) * | 2012-12-04 | 2014-06-05 | BSH Bosch und Siemens Hausgeräte GmbH | Verfahren, Anordnung zur Verarbeitung von Informationen in einem Haushaltsgerät sowie Haushaltsgerät |
Citations (7)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5647986A (en) * | 1994-12-02 | 1997-07-15 | Nawathe; Dilip | Apparatus and process for distributed treatment of wastewater |
DE19650569A1 (de) * | 1996-12-06 | 1998-06-18 | Dorma Gmbh & Co Kg | Vorrichtung und Verfahren zur Ferndiagnose, Fernüberwachung und Ferninitialisierung von automatischen Türen, Türanlagen und Toranlagen |
EP0967766A2 (de) * | 1998-06-24 | 1999-12-29 | Netbrowser Communications | Mehrfähige Überwachung von Anlagen und Steuerungsintranet für ein Betriebsmittelverwaltungssystem |
WO2000017738A1 (en) * | 1998-09-17 | 2000-03-30 | Koninklijke Philips Electronics N.V. | Internet-based service for updating a programmable control device |
WO2000028436A1 (en) * | 1998-11-10 | 2000-05-18 | Koninklijke Philips Electronics N.V. | Upgrading of synergetic aspects of home networks |
WO2000046965A2 (de) * | 1999-02-04 | 2000-08-10 | Siemens Aktiengesellschaft | Anordnung zum ineinanderübersetzen von protokolldateneinheiten inkompatible netze |
WO2000057259A2 (en) * | 1999-03-24 | 2000-09-28 | Myhomelink.Com, Inc | Internet-based home management |
Family Cites Families (2)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP0433527B1 (de) * | 1989-12-21 | 1993-09-22 | Zumtobel Aktiengesellschaft | Steuersystem für mehrere Verbraucher |
EP0823803A1 (de) * | 1996-08-09 | 1998-02-11 | Landis & Gyr Technology Innovation AG | Einrichtung zum Zugriff auf ein an ein lokales Netzwerk angeschlossenes Gerät über ein öffentliches Netzwerk |
-
2000
- 2000-11-15 DE DE2000156491 patent/DE10056491A1/de not_active Withdrawn
-
2001
- 2001-11-06 WO PCT/EP2001/012832 patent/WO2002041279A2/de not_active Application Discontinuation
- 2001-11-06 EP EP01996842A patent/EP1338118A2/de not_active Withdrawn
- 2001-11-06 PL PL36159501A patent/PL361595A1/xx not_active Application Discontinuation
Patent Citations (7)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5647986A (en) * | 1994-12-02 | 1997-07-15 | Nawathe; Dilip | Apparatus and process for distributed treatment of wastewater |
DE19650569A1 (de) * | 1996-12-06 | 1998-06-18 | Dorma Gmbh & Co Kg | Vorrichtung und Verfahren zur Ferndiagnose, Fernüberwachung und Ferninitialisierung von automatischen Türen, Türanlagen und Toranlagen |
EP0967766A2 (de) * | 1998-06-24 | 1999-12-29 | Netbrowser Communications | Mehrfähige Überwachung von Anlagen und Steuerungsintranet für ein Betriebsmittelverwaltungssystem |
WO2000017738A1 (en) * | 1998-09-17 | 2000-03-30 | Koninklijke Philips Electronics N.V. | Internet-based service for updating a programmable control device |
WO2000028436A1 (en) * | 1998-11-10 | 2000-05-18 | Koninklijke Philips Electronics N.V. | Upgrading of synergetic aspects of home networks |
WO2000046965A2 (de) * | 1999-02-04 | 2000-08-10 | Siemens Aktiengesellschaft | Anordnung zum ineinanderübersetzen von protokolldateneinheiten inkompatible netze |
WO2000057259A2 (en) * | 1999-03-24 | 2000-09-28 | Myhomelink.Com, Inc | Internet-based home management |
Cited By (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP2320366A1 (de) * | 2009-11-06 | 2011-05-11 | Sony Corporation | System und Verfahren zu Koppelung einer Kundenvorrichtung mit einer Wartungsvorrichtung |
EP2881018B1 (de) | 2013-12-04 | 2018-09-26 | Eugster/Frismag AG | Vorrichtung zur automatisierten Bereitung eines Heißgetränks |
US20160113474A1 (en) * | 2014-10-28 | 2016-04-28 | JTA Industries, LLC | Method of maintaining commercial ware-washers |
US9943208B2 (en) * | 2014-10-28 | 2018-04-17 | JTA Industries, LLC | Method of maintaining commercial ware-washers |
Also Published As
Publication number | Publication date |
---|---|
PL361595A1 (en) | 2004-10-04 |
DE10056491A1 (de) | 2002-05-23 |
WO2002041279A3 (de) | 2002-11-07 |
EP1338118A2 (de) | 2003-08-27 |
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