Lessons in Data Collection to Improve the Repair Troubleshooting Experience

One day, we woke up to discover that the water heater wasn’t working. As you know, hot water is a great blessing, and when we face challenges like performing ablution with cold water, we start to wonder: should we revert to traditional solutions, like heating water on the stove and waiting for it to heat?

Before the breakdown, a simple action like turning the tap switch in a specific direction would allow us to easily get hot water. But once this blessing became familiar, we began to forget its value and forget to thank God for it. We ask Allah for forgiveness and mercy for our negligence in thanking Him for His blessings. This issue caused discomfort at home, especially when hot water was needed, whether for washing dishes or performing daily tasks like ablution and cleanliness.

Searching for Solutions

The bottom line is that there’s a problem that needs solving: the water heater is not working, and the weather is cold, which has become urgent. Here, a key question arises: how do we solve problems consciously or unconsciously? The problem moved from the physical world to the mind, and now the mind needed to find a quick solution. We started experimenting with traditional solutions we used before, like changing the heater’s batteries. But the issue was how to search for a solution online, so I started wondering: what should I type online to find a solution? After some thought, I realized there were other topics related to the issue. I changed the batteries and bought new ones, and at first, the heater worked a little before stopping after a few hours. We thought about changing the type of batteries, but we didn’t find the final solution.

The Role of Family in Solving the Problem

The important thing is that the whole family, thanks to God, began to participate in trying to find solutions. Everyone opened their old mental files and reconsidered possible solutions. We tried contacting someone who had fixed the heater before, but unfortunately, we lost his phone number. Then I asked someone else who works in appliance repair, and he told me he didn’t know anyone who could fix the heater. I called a plumber, but he advised me to go to an area called Mansour.

A Different Experience with the Craftsman

I am new to this area, as I was an expatriate and recently returned to Morocco. This brings up an important topic related to the Moroccan community or foreign residents who need services like these. These people usually don’t need education in technology, as they come from advanced countries and are willing to pay for high-quality services, even if the prices that others consider high are reasonable for them.

I found the phone number in the shop, called the person, and waited a little, but he didn’t show up. I went back home and called him again. I explained the issues I had faced and the solutions I had tried, but they didn’t work. He suggested that I bring the heater to him for inspection.

The Heater Repair Experience

I disassembled the heater, a simple process that requires some precautions, such as closing all connected channels like the stove and water source. I took the heater to him, despite some concerns such as fear of mockery or criticism. These things are not traits of believers, but I know that the core is to rely on Allah in all matters and pray that He uses the forces of the heavens and earth for me.

If God decrees something, it’s for a wisdom. God’s wisdom encompasses all possibilities and concepts, for He is the Creator of the universe, glory be to Him, and He controls all variables. As mentioned in the Quran: `And you have not been given of knowledge except a little` [Al-Isra: 85]. Therefore, we must ask for more knowledge by saying: `And say, 'My Lord, increase me in knowledge.'` [Ta-Ha: 114].

At the same time, we asked our neighbors, who suggested we go to the shop owner we deal with, as he knew someone who could help us. These types of community relationships are a rich source of information in Moroccan society and reflect the importance of communication and cooperation, where a person like a shopkeeper can serve as an ambassador for various brands or a source of innovative solutions.

Lessons from the Experience

I decided to take the heater to the specialized craftsman for repair. I explained the problem and mentioned possibilities such as the need to replace a specific part or clean the heater. The problem was not entirely clear, and regarding the cost, he told me the price would range between 100 and 140 dirhams. I didn’t want to negotiate too much, as my goal was to understand the problem and conduct a case study, hoping Allah would open my mind to similar issues in Moroccan markets.

We agreed that I would return the next morning around 11 am. He took my number and wrote it on the heater. The next day, he called me at an unspecified time and told me he would be at the shop until 2 pm before going for lunch. I calculated the time in my mind and found it wouldn’t be enough, so I asked him when he’d return, and he said after 3 pm or 3:15 pm. I went at the scheduled time and waited about an extra quarter hour until he arrived.

There were two people waiting ahead of me. When it was my turn, the craftsman tested the heater, and it worked fine. Unfortunately, I didn’t ask him exactly what he did: did he clean it or replace a part? That was my mistake because it’s important for a customer to understand the solutions being implemented. During the work, I noticed he forgot a screw that didn’t belong to my heater, and I pointed it out to him. He told me he didn’t forget it intentionally, and maybe he was testing me, but I’m not sure.

Small Change Problems and Additional Lessons

I asked him about the cost, and he told me it was 130 dirhams. I gave him 150 dirhams, but there was a problem with the change. He tried to get the change from the two people there without success, so he went and returned with the change. This is a common issue in cash transactions, where sometimes it’s difficult to get change, and it might require innovative solutions like creating specialized services for it.

The Problem Reappears

I took the heater back home, and it worked fine. However, the next day, it stopped working again. I tried fixing it without success, so I had to contact the craftsman again. We set an appointment, and he came to the house the next morning. After inspection, he found the issue was that the stove, when depleted, leaves oil that blocks the gas pipe. He cleaned the pipe and fixed the problem.

I asked him about the price this time, and he told me to pay whatever I felt was appropriate. I gave him 30 dirhams since I had limited change. Later, the problem returned after a few hours. I tried cleaning the pipe with a cloth, and the heater worked again. But the idea of replacing the pipe entirely seemed complicated because it’s fixed inside the wall, and it might require a specialist’s intervention.

Conclusion

This experience reflects the reality of dealing with services in the Moroccan market, where craftsmen's skills intersect with the need for customers to understand their issues. The most important thing is to enhance the spirit of cooperation and find effective solutions that serve everyone.