Technical Failure Coding July 09

Confidential – not to be copied or distributed 1 Today’s environment Sharing of repair information is facing several difficult problems: Different countries Different languages Different types of service network (SP/OT/TP) Actual SIRIS system it’s obsolete (90s) and NOT Customer oriented So, there is a clear need to use a: unified, simple, language-independent, powerful ……Repair Description Language  Technical Failure Coding

Confidential – not to be copied or distributed 2 Technical Failure Coding The new European Technical Failure coding is based on a reduced version of the IRIS* code (EC standard ) It’s made of 4 fields: - Symptom code - Component code - Defective code - Repair Action code The main differences vs SIRIAS are: - 1 additional field (Symptom code) - Reduced number of items (component & defect condition list) - Improved “Repair Code” focused on the solution applied rather than to the “responsibility” * I NTERNATIONAL R EPAIR I NFORMATION S YSTEM

Confidential – not to be copied or distributed Technical Coding vs SIRIAS 3 Technical Coding SIRIAS 3 digit / 99 codes Represent the Voice of the Customer 4 digit / 142 codes Same Component code list for all PGs 2 digit / 41 codes 1 digit / 16 codes Focused on the solution applied to solve the issue. Not Available 4 digit / >300 codes Several dedicated Component code lists (1 per each PG) 2 digit / about 100 codes 1 digit / 5 codes Focused on the “type” of issue (Malfunction repaired, Customer Instruct, Installation, Transport Damange, etc)

Confidential – not to be copied or distributed 4 Some examples Customer calls because of noise washer During the visit Engineer has identified a deformation of the drum Drum has been replaced Ex A Customer complains about lime deposit on his glasses During the Engineer visit the salt container was found empty. Customer was not awarded about salt container A detailed explanation has been given to the customer A x U 1 2 Abnormal noise Drum Deformed Part Replaced Lime deposit Salt Container No problem Found Explanation to the Customer

Confidential – not to be copied or distributed 5 Some examples Customer calls because of refrigerator doesn’t cool. During the visit Engineer has identified a gas leakage on the evaporator Product cannot be repaired B Kx Z Customer complains about cooking performances Engineer has identified a wrong software installed Problem solved by “install” the new software. C x No Cooling Evaporator Leaking PEX proposal Bad cooking / baking performance Performance complaint Software problem Software correction / upgrade / reset

Confidential – not to be copied or distributed 6 Some examples Customer calls because of vibration of his washer. Engineer has identified a shock absorber problem (out of order) and a damaged belt Shock absorber and belt have been replaced Ax A 5 Vibrating Shock Absorber Worn out Part Replaced Customer calls because of F03 is displayed on his oven. Engineer has identified an issue on the upper heating element, open circuit. Heating element has been replaced F03 has to be mentioned in the “Engineer Comment” FXX 4520 Rx A 6 Failure code text / faulty alarm Heating element upper grill Open circuit Part Replaced

Confidential – not to be copied or distributed 7 Customer Complaint  Symptom code Washer Dryer Dishwasher Cooling Air-conditioning Cooking gas Cooking electro Oven & Hobs Microwave Generic Symptom codes High level fault description: “it doesn’t work”, “it make noise” Detailed fault description: “No ice production” Detailed fault description: “Grill defective” Detailed fault description: “Heating up withinout water” “Excessive salt consumption”

Confidential – not to be copied or distributed Symptom code

Confidential – not to be copied or distributed 9 Component Code

Confidential – not to be copied or distributed 10 Defect Condition Code

Confidential – not to be copied or distributed 11 Repair Action Code