PRODUCT SERVICE SYSTEM AND METHOD
An appliance is configured to establish a communications link through the appliance between a user and a service representative as part of installing, diagnosing and servicing the appliance.
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35 . A network of at least two connected appliances, wherein each one of the appliances is configured to perform a useful cycle of operation on a physical article and wherein each appliance has:
at least one component whose actuation is used to participate in the useful cycle of operation;
a controller to control operation of the at least one component in the cycle of operation;
a multimedia user interface;
a communication portal for communication over the network, wherein an audio link can be established between users, and a data link can be established between the appliances; and
a software component configured to establish communication over the network, including communicating audio between the users to interact remotely by audio using one of the multimedia user interface and the communication portal, and to establish the data link with the at time at least one of control modes of operation of the appliance, actively control the at least one component, run diagnostic tests on the at least one component, view data from the at least one component, and/or communicate with the at least one component via messages.
36 . The network of claim 35 wherein the audio comprises voice over internet protocol.
37 . The network of claim 35 wherein at least one multimedia user interface is configured to receive inputs from a user to effect the cycle of operation and further configured to facilitate graphical interaction between a user and/or a service representative during one of an installation of at least one of the appliances and/or a service process for the at least one component.
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39 . The network of claim 37 , further configured to at least one of accept, store, and/or use new service and/or installation information for an appliance provided by a user and/or a service representative.
40 . The network of claim 37 , further comprising a communication portal.