CN101888570A - Post-sale breakdown maintenance system and method thereof of television - Google Patents
Post-sale breakdown maintenance system and method thereof of television Download PDFInfo
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Abstract
The invention provides post-sale breakdown maintenance system and method thereof of a television and is suitable for the field of consumer electronics. The post-sale breakdown maintenance system comprises a television terminal with an IP network interface function, a post-sale maintenance server for maintaining a relevant information database of the television, a television information input terminal and a maintainer login terminal, wherein the television information input terminal and the maintainer login terminal are connected with the post-sale maintenance server through an IP network, and the television terminal comprises a television internal fault detection system for executing a fault detection function and a plurality of modules to be detected. Through detecting all modules of the television in a fixed time by the television internal fault detection system and feeding back corresponding information to a post-sale maintenance server through a network, the invention is convenient for post-sale maintainers to position faults quickly, and actively contacts users for door-to-door maintenance, thereby improving post-sale service quality and consciousness.
Description
Technical field
The invention belongs to the consumption electronic products technical field, relate in particular to a kind of television set breakdown maintenance system after sale and method thereof.
Background technology
At present, television set has been popularized and has been entered the family of ordinary consumer, and along with popularizing of television set, its breakdown maintenance after sale also becomes the problem of concern thereupon.Present television set breakdown maintenance after sale generally all is after television set breaks down, the customer service call that TV user is dialed producer reports for repairment, the breakdown maintenance personnel of producer can know that just which platform television set is out of order, and just can go user's family to carry out breakdown maintenance then.Yet some television set may be to have occurred that some are small, do not influence the fault that the user watches, and these faults may users can't find, but permanent use is not keeped in repair and will be had very big danger; In addition, some fault may the user find also do not know from which kind of channel to report for repairment, uses so just will have great potential safety hazard.Simultaneously, along with television function is more and more, complete machine also becomes increasingly complex, cause the maintenance of fault to face a lot of difficulties, the breakdown maintenance personnel depend traditional experience alone, are difficult to find at short notice the reason of generation fault, thereby cause the elongation of maintenance time, influence the use of TV user.So be necessary research and development, provide a kind of television set new departure of breakdown maintenance after sale, the maintenance when also being convenient to television set and breaking down after sale.
Summary of the invention
The purpose of the embodiment of the invention is to provide a kind of television set breakdown maintenance system after sale and method thereof, just be out of order or still potential faults only at television set, under the also ignorant situation of user, the after-sales service personnel just can know it is that module of television set is out of joint basically, fast fault is positioned, initiatively contact user is keeped in repair to the doorstep, has improved service quality and consciousness after sale.
For achieving the above object, technical scheme of the present invention is:
A kind of television set breakdown maintenance system after sale comprises television set terminal with IP network interface function, safeguards that the after-sales service server of the information database that television set is relevant, television information typing terminal and the attendant who is connected to this after-sales service server by IP network login terminal; Wherein, described television set terminal includes television set internal fault detection system and a plurality of detected module of carrying out fault detection capability.
A kind of television set breakdown maintenance method after sale comprises the steps:
Television set internal fault detection system detects each module of television set at the television set internal timing;
The detected information of television fault detection system is transferred to the signal judgement module of television internal and is judged, if find certain module of television set fault is arranged, then send corresponding fault message to online after-sales service server by the TCP/IP network, and further obtain the information of more system operation, issue the after-sales service server;
Behind the fault feedback information that after-sales service server reception fault television set is sent, analysis of failure information, according to the television set identification bar code that comprises in the fault message, the user profile of registering on the inquiry television set database, obtain user's contact method, the attendant is according to the failure-description of fault feedback, and the customer contact mode, and the contact TV user carries out breakdown maintenance.
Compared to prior art, this creation regularly detects each module of television set by television set internal fault detection system, and corresponding information fed back to the after-sales service server during by network implementation, thereby make things convenient for the after-sales service personnel fast fault to be positioned, initiatively contact user is keeped in repair to the doorstep, has improved service quality and consciousness after sale.
Description of drawings
Fig. 1 is the theory structure block diagram of television set of the present invention breakdown maintenance system after sale.
Fig. 2 is a television set terminal theory structure block diagram of the present invention.
Fig. 3 is the workflow diagram of television set of the present invention breakdown maintenance system after sale.
Embodiment
In order to make purpose of the present invention, technical scheme and advantage clearer,, the present invention is further elaborated below in conjunction with drawings and Examples.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
Fig. 1 shows the theory structure block diagram of television set of the present invention breakdown maintenance system after sale, includes the after-sales service server of the information database of safeguarding that television set is relevant, television set terminal, television information typing terminal and the attendant who is connected to this after-sales service server by IP network logins terminal.Wherein, described information database records fault message, breakdown maintenance record of identification code, the model of this television set, user's the contact method of buying this television set and this television set correspondence etc.Described television set is the television set with IP network interface function, it includes the television set internal fault detection system of carrying out fault detection capability, and signal input module, signal demodulation module, signal intermediate frequency processing module, picture decoding module, voice codec module, sound power amplify a plurality of detected modules such as output module, IP network link block and display module.Described information input terminal is used for sales department and after-sale service department to the information of after-sales service server typing television set and the television set guarantee card information of buying the user of television set, is specially: the contact method of the bar code of television set, model, this TV user and maintenance record etc.Sales department and after-sale service department carry out the television information collection, write down these information when on-siteing install to the user, then, by information input terminal these information are entered in the television set relevant information data storehouse of after-sales service server.Be mainly used in the database that the attendant inquires about television set and the attendant logins terminal,, obtain the fault location of fault television set and user's contact method according to database.
Fig. 2 shows television set terminal theory structure block diagram of the present invention, and the television set terminal includes IP network interface, the television set internal fault detection system of carrying out fault detection capability, each detected module (signal input module, signal demodulation module, signal intermediate frequency processing module, picture decoding module, voice codec module, sound power amplify output module, IP network link block and display module).Detected module links to each other with fault detection system by the I2C bus.Each detected module has unique I2C bus address, and the CPU of television internal (being included in the fault detection system) detects the operating state of each detected module of television set inside by the I2C bus system.Simultaneously, each detected module has corresponding supply power voltage, so whether CPU can detect the supply power voltage of each detected module by the I/O mouth normal.During television boot-strap, need do initialization action, comprising judging that can whether each module exists, enter corresponding normal operating conditions to each module of system.Television set is in the process of watching, the backstage starts fault detection system, regularly detects each module of television set, and the signal judgement module that these detected information are given detection system is judged.When signal judgement module judge break down after, fault message is encoded, then by Network Transmission to the after-sales service server.To detect video module is example, and the I2C address of video decode module correspondence is 0x78.When system powers on, need do initialization operation to this video decode module by the I2C bus.When powering on, CPU sends initialization command to the video decode module, if the video decode module can judge then that not by the I2C bus acknowledge fault has appearred in this module.During the television set operate as normal, regularly read the status register of video decode module, the detection information that these read is delivered to signal judgement module, thereby can check whether this module work is normal from the status register of reading.
During application, television set internal fault detection system detects each module of television set at the television set internal timing, the central processor CPU of television internal (central Processing unit) is by the operating state of each module of I2C bus system detection television set, and whether the supply power voltage that detects each module by the I/O mouth is normal.The detected information of television fault detection system is transferred to the signal judgement module of television internal and is judged.If find certain module fault is arranged, then send corresponding fault message to online after-sales service server, and further obtain the information of more system operation, issue the after-sales service server by the TCP/IP network.Behind the fault feedback information that after-sales service server reception fault television set is sent, analysis of failure information according to the television set identification bar code that comprises in the fault message, is inquired about the user profile of registering on the television set database, obtains user's contact method.The associated maintenance personnel are according to the failure-description of fault feedback, and the customer contact mode, initiatively get in touch TV user, safeguard fault to the doorstep.Simultaneously, also can show fault message on television screen, the prompting user dials the after-sale service phone and reports for repairment.
Fig. 3 shows the workflow of television set of the present invention breakdown maintenance system after sale, and television set internal fault detection system is in each module of television set internal timing detection television set, and detected information sends to signal judgement module and judges.If signal judgement module finds that fault is arranged, send fault message that respective coding crosses at once to the after-sales service server.And further obtain the information of more system operation, issue the after-sales service server.Still talked about normally if find the display module of television set at that time, and showed fault message on television screen, the prompting user dials the after-sale service phone and reports for repairment.If do not find fault, then continue regularly to detect television set.After the after-sales service server receives the fault feedback that the television set that is out of order sends, analysis of failure information.According to the television set identification bar code that comprises in the fault message, inquire about the user profile in the television set database, obtain user's contact method.The associated maintenance personnel are according to the failure-description of fault feedback, and the customer contact mode, initiatively get in touch TV user, safeguard fault to the doorstep.
The above only is preferred embodiment of the present invention, not in order to restriction the present invention, all any modifications of being done within the spirit and principles in the present invention, is equal to and replaces and improvement etc., all should be included within protection scope of the present invention.
Claims (7)
1. television set breakdown maintenance system after sale, comprise television set terminal, it is characterized in that: also include the after-sales service server of the information database of safeguarding that television set is relevant, television information typing terminal and the attendant who is connected to this after-sales service server by IP network logins terminal with IP network interface function; Wherein, described television set terminal includes television set internal fault detection system and a plurality of detected module of carrying out fault detection capability.
2. television set as claimed in claim 1 breakdown maintenance system after sale is characterized in that: record identification code, the model of this television set, user's the contact method of buying this television set and the fault message and the breakdown maintenance record of this television set correspondence in the described information database.
3. television set as claimed in claim 2 breakdown maintenance system after sale, it is characterized in that: described detected module links to each other with fault detection system by the I2C bus, each detected module has unique I2C bus address, and the supply power voltage of each detected module links to each other with fault detection system.
4. television set as claimed in claim 3 breakdown maintenance system after sale, it is characterized in that: described fault detection system also includes signal judgement module, fault detection system regularly detects each module of television set, and detected information is sent to signal judgement module judges.
5. television set breakdown maintenance method after sale is characterized in that, comprises the steps:
Television set internal fault detection system detects each module of television set at the television set internal timing;
The detected information of television fault detection system is transferred to the signal judgement module of television internal and is judged, if find certain module of television set fault is arranged, then send corresponding fault message to online after-sales service server by the TCP/IP network, and further obtain the information of more system operation, issue the after-sales service server;
Behind the fault feedback information that after-sales service server reception fault television set is sent, analysis of failure information, according to the television set identification bar code that comprises in the fault message, the user profile of registering on the inquiry television set database, obtain user's contact method, the attendant is according to the failure-description of fault feedback, and the customer contact mode, and the contact TV user carries out breakdown maintenance.
6. television set as claimed in claim 5 breakdown maintenance method after sale is characterized in that, also comprises the steps:
Sales department and after-sale service department carry out the television information collection, the contact method of the bar code of record television machine, model, this TV user and service record information when on-siteing install to the user, then, by information input terminal these information are entered in the television set relevant information data storehouse of after-sales service server.
7. television set as claimed in claim 6 breakdown maintenance method after sale is characterized in that, also comprises the steps:
During television boot-strap, each module of system is done initialization action, comprising judging that can whether each module exists, enter corresponding normal operating conditions; Television set is in the process of watching, the backstage starts fault detection system, regularly detects each module of television set, and detected information is sent to signal judgement module judges.
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| CN2010102116358A CN101888570A (en) | 2010-06-25 | 2010-06-25 | Post-sale breakdown maintenance system and method thereof of television |
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| CN102740160A (en) * | 2011-03-31 | 2012-10-17 | 青岛海信电器股份有限公司 | Method and apparatus for recording failures of television software |
| CN102843612A (en) * | 2012-08-31 | 2012-12-26 | 深圳市龙视传媒有限公司 | Method and device for intelligently processing fault of digital television terminal according to voice |
| CN102857825A (en) * | 2012-09-21 | 2013-01-02 | 四川长虹电器股份有限公司 | Method for repairing online network application failure of intelligent television |
| CN103404163A (en) * | 2011-01-03 | 2013-11-20 | Lg电子株式会社 | Method for providing remote control service and image display apparatus thereof |
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Application publication date: 20101117 |