JP2004194247A - Portable telephone set, method for supporting repair service of portable telephone set and program for supporting repair service - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To accelerate repair by enabling a person in charge at a repair reception window to immediately and exactly determine a state of a portable telephone set carried to the window without using a special external device. <P>SOLUTION: The person in charge at the repair reception window turns on the power of the portable telephone set. The person in charge inputs a password for maintenance which is not opened to its user to an operating part of the portable telephone set. Next, the person in charge performs an operation that requests maintenance information display. A control part of the portable telephone set displays maintenance information stored in a maintenance information storage area in a storing part on a display part of the portable telephone set. <P>COPYRIGHT: (C)2004,JPO&NCIPI

Description

[0001]
TECHNICAL FIELD OF THE INVENTION
The present invention provides a mobile phone repair service support method and a portable program for repair service support at a repair reception desk of a mobile phone to assist a counter clerk in grasping the state of the mobile phone requested to be repaired. The present invention relates to a repair service support method for a telephone and a program for repair service support.
[0002]
[Prior art]
When the mobile phone breaks down and the user brings the mobile phone to the repair reception counter, the contact person listens to the user from the failure status and reproduces the relevant failure status to specify the location of the failure or to describe the failure. Or to understand.
[0003]
However, since the mobile phone can realize various functions by implementing high-density mounting and large-scale software, the content of the failure is complicated. In addition, failures that occur intermittently or failures that occur under special conditions tend to increase. It is difficult for a user to explain to a person in charge of a repair reception desk about a failure or a defect that occurs intermittently or under special conditions. As a result, the person in charge of the window may not be able to accurately grasp the cause of the failure or malfunction, and the user may not be able to repair the product no matter how many times it is sent.
[0004]
There is a method described in Patent Literature 1 as a method for allowing a person in charge of a cellular phone to quickly identify the cause of the failure when the user brings the cellular phone to a repair reception counter when the cellular phone breaks down. In that method, a function of storing a communication history in a mobile phone is provided. Then, when the user brings the mobile phone to a repair reception counter or the like, the contact person or the like connects the mobile phone to a personal computer having a function of inputting a communication history. Then, the personal computer inputs the communication history from the mobile phone and makes a failure determination based on the communication history. According to such a method, a contact person or the like can immediately make a failure determination.
[0005]
[Patent Document 1]
JP-A-2002-16544 [0006]
[Problems to be solved by the invention]
However, according to the method described in Patent Literature 1, it is only possible to determine a failure or malfunction related to the communication status. As described above, since the mobile phone can realize various functions, it is not sufficient as a repair acceptance service for the user if it is possible to determine only a failure or a malfunction related to the communication status. In the method described in Patent Document 1, an external device such as a personal computer is required as an essential component. However, it is actually difficult to install such external devices at all repair reception counters.
[0007]
Therefore, according to the present invention, the contact person can immediately and accurately determine the state of the mobile phone brought into the repair reception desk without using any special external device, and the repair can be speeded up. It is an object to provide a mobile phone, a mobile phone repair service support method, and a program for repair service support.
[0008]
[Means for Solving the Problems]
A mobile phone according to the present invention is a mobile phone having a control unit in which a maintenance information storage area for storing maintenance information is secured in a storage unit and which writes maintenance information to the maintenance information storage area and reads maintenance information from the maintenance information storage area. The control unit includes a maintenance information writing unit that writes maintenance information to a maintenance information storage area in response to a specific password being input to the operation unit for the user to perform an operation input; A maintenance information reading unit that reads maintenance information from the maintenance information storage area in response to the input of the maintenance information display request and displays the maintenance information on the display unit.
[0009]
The maintenance information writing means may be configured to write information indicating the sales date in the maintenance information storage area as maintenance information in accordance with the sales date input following the specific password. . According to such a configuration, the person in charge of the repair reception desk can check the service based on the sales date, for example, the free warranty period when there is no warranty.
[0010]
The maintenance information writing unit may be configured to write the information indicating the number of production versions into the maintenance information storage area as maintenance information in accordance with the information on the number of production versions input after the specific password. According to such a configuration, the person in charge of the repair reception desk can confirm whether or not the service corresponds to the production version number, for example, the recall product.
[0011]
The maintenance information writing means may be configured to write information about the repair history into the maintenance information storage area as maintenance information in accordance with the information on the repair history input after the specific password. According to such a configuration, the person in charge of the repair reception desk can determine whether or not to recommend the user to replace the device based on the repair history, for example, based on the number of repairs.
[0012]
The control unit may include a self-diagnosis unit that realizes a self-diagnosis function, and the self-diagnosis unit may be configured to write a self-diagnosis result in the maintenance information storage area. According to such a configuration, the person in charge of the repair reception desk can provide a service based on the self-diagnosis result of the mobile phone.
[0013]
A repair service support method according to the present invention is directed to a mobile phone including a maintenance information writing unit that writes maintenance information to a maintenance information storage area in a storage unit, and a maintenance information reading unit that reads maintenance information from the maintenance information storage area. A repair service support method for a mobile phone, wherein the maintenance information reading means is configured to input the specific password to the operation unit by a person who accepts the repair, and then to input the maintenance information display request, The maintenance information is read from the storage area, and the read maintenance information is displayed on a display unit of the mobile phone to notify a person in charge of repair.
[0014]
The program for supporting the mobile phone repair service according to the present invention includes a microprocessor provided in the mobile phone, which stores maintenance information in response to a specific password input to an operation unit for a user to perform an operation input. And a process of reading the maintenance information from the maintenance information storage area in response to the input of the specific password and the maintenance information display request to the operation unit and displaying the same on the display unit. Are executed.
[0015]
BEST MODE FOR CARRYING OUT THE INVENTION
Hereinafter, embodiments of the present invention will be described with reference to the drawings. FIG. 1 is a block diagram showing a configuration of a mobile phone capable of realizing a repair service support method according to the present invention.
[0016]
In the mobile phone shown in FIG. 1, the radio unit 2 converts a radio signal received by the antenna 1 into a low-frequency signal and outputs the signal to the transmitting / receiving unit 3, and converts the signal output from the transmitting / receiving unit 3 into a high-frequency signal. The signal is converted and output to the antenna 1. The transmission / reception unit 3 has a modulation / demodulation function and a signal processing function (such as an A / D conversion function), performs signal processing and modulation processing on an audio signal from the microphone 8, outputs the signal to the wireless unit 2, and outputs the signal to the wireless unit 2. The demodulation signal and the signal processing are performed on the signal, and the audio signal is output to the speaker 9 and the data signal is output to the control unit 4.
[0017]
The control unit 4 includes a microprocessor and controls the entire mobile phone according to a program stored in a memory (storage unit) 7. The operation unit 5 for the user to perform an operation input such as a destination input includes ten keys and function keys. The display unit 6 for displaying the other party's telephone number, mail content, and the like when using the mobile phone is realized by, for example, an LCD.
[0018]
The memory 7 includes an EEPROM or a flash ROM, in which a maintenance information storage area 71 is secured. In addition, in the program storage area of the memory 7, in addition to the program for realizing the function of the mobile phone, the maintenance information is written into the maintenance information storage area 71, and the maintenance information is read out from the maintenance information storage area 71 and displayed on the display unit 6. Is also stored.
[0019]
That is, the maintenance program writes the maintenance information to the maintenance information storage area 71 in the storage unit of the mobile phone in response to the specific password being input to the operation unit 5 for the user to perform an operation input, and The microprocessor is configured to read the maintenance information from the maintenance information storage area 71 in response to the input of the specific password and the maintenance information display request, and display the maintenance information on the display unit.
[0020]
FIG. 2 is an explanatory diagram showing an example of the maintenance information stored in the maintenance information storage area 71. In the example shown in FIG. 2, the sales date 26 when the dealer sold the mobile phone to the user, the manufacturing date 27 input in the final process at the mobile phone manufacturing factory, and the electricity in the configuration shown in FIG. The board version 28 indicating the version of the circuit board on which the circuit portion is mounted, the program version 29 indicating the version of the program stored in the memory 7, the number of repairs 30, the repair date 31-33, and the self-diagnosis Information on the self-diagnosis result 34 obtained by executing the program is stored in the maintenance information storage area 71. The board version and the program version will be referred to as the manufacturing version. The number of repairs and the date of repair will be referred to as a repair history.
[0021]
Next, the operation will be described with reference to the flowchart of FIG.
At the mobile phone manufacturing factory, the date of manufacture 27, the board version number 28, and the program version number 29 are written in the maintenance information storage area 71 at the end of the final step of the mobile phone manufacturing process. Further, the product is shipped after the area for storing the sales date 26, the number of repairs 30, the repair dates 31 to 33, and the self-diagnosis result 34 is initialized.
[0022]
When a mobile phone is sold at a store, the salesperson turns on the power of the mobile phone and inputs a maintenance password, which is a specific password that is not known to the user, to the operation unit 5. Subsequently, after performing an operation for inputting the sales date, information indicating the sales date is input to the operation unit 5. When the maintenance password is input (step S31), the control unit 4 starts the maintenance program and enters a state of receiving the sales date according to the operation for inputting the sales date. Then, the input information is written into the maintenance information storage area 71 as the sales date 26 (steps S32 and S33). After that, the control unit 4 ends the execution of the maintenance program in response to the end operation input.
[0023]
Further, when the mobile phone is brought into the repair base via the repair reception desk and repair is performed, after repair is completed, the repair person turns on the power of the mobile phone and inputs a maintenance password to the operation unit 5. I do. Subsequently, after performing an operation for updating the number of repairs, information for increasing the number of repairs by 1 is input to the operation unit 5. When the maintenance password is input (step S31), the control unit 4 starts the maintenance program and enters a state of receiving a repair count update operation in accordance with the repair count update operation. Then, the data of the number of repairs 30 in the maintenance information storage area 71 is increased by one based on the subsequently input information. After performing an operation for inputting the date of repair, the repair staff or the like inputs information indicating the date of repair to the operation unit 5. Then, the input information is written into the maintenance information storage area 71 in the area of the repair date corresponding to the number of repairs (steps S34 and S35). After that, the control unit 4 ends the execution of the maintenance program in response to the end operation input. As described above, the control unit 4 that executes the maintenance program functions as a maintenance information writing unit.
[0024]
When the mobile phone is brought into the repair reception counter or the like, the contact person or the like inputs the maintenance password into the operation unit 5 of the mobile phone, and thereby the maintenance information stored in the maintenance information storage area 71 is stored. Can be displayed on the display unit 6. That is, the contact person or the like turns on the power of the mobile phone and inputs the maintenance password to the operation unit 5. Subsequently, an operation for requesting maintenance information display is performed.
[0025]
The operation for requesting the maintenance information display is, for example, a predetermined code. In addition, the maintenance program is configured to realize a man-machine interface that causes the display unit 6 to display a screen prompting input of a maintenance information display request that can be subsequently input in response to the input of the maintenance password. May be. In that case, the contact person or the like can input a maintenance information display request according to the display displayed on the display unit 6. The fact that the maintenance program may be configured in this manner is the same for the sales date, the production date, and the production version number.
[0026]
When the maintenance password is input (step S31), the control unit 4 starts the maintenance program and reads the information stored in the maintenance information storage area 71 in response to the operation of the maintenance information display request operation. The read information is output to the display unit 6 (steps S36 and S37). The display unit 6 displays the information output from the control unit 4. After that, the control unit 4 ends the execution of the maintenance program in response to the end operation input. As described above, the control unit 4 that executes the maintenance program also functions as maintenance information reading means.
[0027]
The maintenance program includes a self-diagnosis program. Then, during operation of the mobile phone, the control unit 4 executes a self-diagnosis program. For example, when the self-diagnosis program detects a hardware abnormality or detects that the self-diagnosis program has fallen into a state different from the state that transitions during normal operation, the control unit 4 sets a flag indicating each abnormality. The identification information is set in the area of the self-diagnosis result 34 in the maintenance information storage area 71 so as to be identified.
[0028]
When outputting the information read from the area of the self-diagnosis result 34 to the display unit 6, the maintenance program converts the information according to the type of the flag so that the person in charge of the window can easily recognize the content of the abnormality. Includes a program to output to the display. The converted information is, for example, a list prepared in advance, a code for identifying the abnormal content in the list in which each abnormal content is described in text, or a simple code that can be displayed on the display unit 6. It is a sentence. Accordingly, when the information stored in the area of the self-diagnosis result 34 is displayed, the contact person or the like can easily recognize the content of the abnormality.
[0029]
Next, a mobile phone repair service support method will be described with reference to the flowchart of FIG. When the user brings the mobile phone to the repair counter, the counter first asks the user for an inquiry (step S11). In addition, appearance inspection is also performed. The content of the inquiry is, for example, confirmation of the failure content. In addition, the appearance inspection includes confirmation of a water leakage detection label. Next, the teller turns on the power of the mobile phone. Then, a maintenance password that is not open to the user is input to the operation unit 5. Next, an operation for requesting maintenance information display is performed. As described above, the control unit 4 of the mobile phone displays the maintenance information stored in the maintenance information storage area 71 on the display unit 6 in response to the maintenance password and the maintenance information display request.
[0030]
Here, when the maintenance information is not displayed on the display unit 6, the processing is terminated (step S12). If the power is not turned on or the maintenance password cannot be entered, the process is terminated.
[0031]
On the display unit 6, the maintenance information as exemplified in FIG. If the displayed number of repairs is equal to or more than a predetermined number of times (for example, four times), the counter recommends replacement of the device (free replacement) (steps S13 and S17). If the user wants to replace the device, the new mobile phone is handed over to the user, and the mobile phone used by the user is picked up (steps S18, S19).
[0032]
If the number of repairs is less than the predetermined number of times, or if the number of repairs is more than the predetermined number of times but the user does not wish to replace the device, the counter person in charge will display the date of manufacture displayed on the display unit 6. Check the board version and program version. Then, based on the information, it is determined whether or not the mobile phone is a product to be recalled (step S14). If the mobile phone is a product to be recalled, the repair contents to be recalled to the user. This will be described (step S20).
[0033]
Next, the contact person checks the self-diagnosis result displayed on the display unit 6 (step S15). If it is determined from the result of the self-diagnosis that there is an abnormality in the mobile phone, an inquiry is made to the user regarding the abnormality (step S21). For example, when a hardware failure is recognized from the self-diagnosis result, the user is asked whether or not a functional failure has occurred due to the hardware failure. In addition, when it is recognized that the user has fallen into a state different from the state to which the state transitions during the normal operation, the user is asked whether a functional failure due to the state has occurred. The result of the interview can be used as a reference for repairs at the repair base.
[0034]
Further, when the user brings in the warranty card and it is confirmed that the warranty is within the free warranty period (step S16), the teller informs the user that the repair is a free service and replaces the mobile phone. Keep it and send it to the repair base. A repair request sheet is also attached to the repair base, together with the mobile phone, the result of the consultation by the person in charge of the window. If the user does not bring in the warranty, it is determined whether or not the warranty period is within the free warranty period from the date of sale displayed on the display unit 6, and if it is confirmed that the warranty is within the free warranty period, the repair is performed. Is a free service and asks the user to bring a warranty card.
[0035]
If the free warranty period has passed, the user is informed that the repair is a paid service (step S22), and the mobile phone is kept and sent to the repair base.
[0036]
At the repair base, the repair is performed with reference to the maintenance information displayed on the display unit 6 of the mobile phone and the result of the consultation by the contact person described in the repair request form. When the repair is completed, the repair person or the like increases the data of the number of repairs 30 in the maintenance information storage area 71 of the mobile phone by one and writes the repair date in the maintenance information storage area 71. Then, the mobile phone is returned to the repair reception desk together with a document describing the repair contents.
[0037]
【The invention's effect】
As described above, according to the present invention, the mobile phone, the repair service support method for the mobile phone, and the program for supporting the repair service are configured such that the specific password is input to the operation unit for the user to perform the operation input. In response, the maintenance information is written to the maintenance information storage area in the storage unit of the mobile phone, and the maintenance information is read from the maintenance information storage area and displayed on the display unit in response to the input of the specific password and the maintenance information display request to the operation unit. The configuration is such that the person in charge of the service can immediately and accurately determine the state of the mobile phone brought into the repair reception desk without using any special external device. Therefore, the contact person can provide advice to the user accurately and promptly, can speed up repairs, and improve customer service.
[Brief description of the drawings]
FIG. 1 is a block diagram showing a configuration of a mobile phone capable of realizing a repair service support method according to the present invention.
FIG. 2 is an explanatory diagram illustrating an example of maintenance information stored in a maintenance information storage area.
FIG. 3 is a flowchart illustrating an operation of a control unit regarding writing and reading of maintenance information.
FIG. 4 is a flowchart showing a flow of a repair service support method.
[Explanation of symbols]
DESCRIPTION OF SYMBOLS 1 Antenna 2 Radio | wireless part 3 Transmission / reception part 4 Control part 5 Operation part 6 Display part 7 Memory 71 Maintenance information storage area

Claims (7)

In a mobile phone, a maintenance information storage area for storing maintenance information is secured in a storage unit, and a control unit that writes maintenance information to the maintenance information storage area and reads maintenance information from the maintenance information storage area is provided.
The control unit includes:
A maintenance information writing unit that writes maintenance information to the maintenance information storage area in response to a specific password being input to an operation unit for a user to perform an operation input;
A mobile phone, comprising: maintenance information reading means for reading maintenance information from the maintenance information storage area in response to input of a specific password and a maintenance information display request to the operation unit, and displaying the maintenance information on a display unit. 2. The mobile phone according to claim 1, wherein the maintenance information writing means writes information indicating the sales date in the maintenance information storage area as the maintenance information in accordance with the sales date input following the specific password. . 3. The maintenance information writing unit according to claim 1, wherein the maintenance information writing unit writes the information indicating the production version number in the maintenance information storage area as maintenance information in accordance with the information on the production version number input after the specific password. Mobile phone. 4. The maintenance information writing unit according to claim 1, wherein the maintenance information writing unit writes information related to the repair history to the maintenance information storage area as maintenance information in accordance with the repair history information input after the specific password. A mobile phone according to claim 1. The control unit includes a self-diagnosis unit that realizes a self-diagnosis function,
The mobile phone according to claim 1, wherein the self-diagnosis unit writes a self-diagnosis result in a maintenance information storage area. A mobile phone repair service support method for a mobile phone, comprising: maintenance information writing means for writing maintenance information to a maintenance information storage area in a storage unit; and maintenance information reading means for reading maintenance information from the maintenance information storage area. And
The maintenance information reading means reads the maintenance information from the maintenance information storage area in response to the specific password being input to the operation unit by the person who accepts the repair, and then the maintenance information display request being input,
A repair service support method for a mobile phone, characterized by displaying the read maintenance information on a display unit of the mobile phone and notifying a person in charge of repair. A program for supporting a mobile phone repair service,
In the microprocessor mounted on the mobile phone,
A process of writing maintenance information to a maintenance information storage area in a storage unit of the mobile phone in response to a specific password being input to an operation unit for a user to perform an operation input;
Executing a process of reading maintenance information from the maintenance information storage area and displaying it on a display unit in response to a specific password and a maintenance information display request being input to the operation unit.

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