DPTA150HEB1WDB - Air Conditioning DANBY - Free user manual and instructions

USER MANUAL DPTA150HEB1WDB DANBY

DPTA150HEB1WDBWelcome Welcome to the Danby family. We are proud of our quality products and we believe in dependable service. We suggest that you read this owner’s manual before plugging in your new appliance as it contains important operation information, safety information, troubleshooting and maintenance tips to ensure the reliability and longevity of your appliance. Visit www.Danby.com to access self service tools, FAQs and much more. For additional assistance call 1-800-263-2629. Note the information below; you will need this information to obtain service under warranty. You must provide the original purchase receipt to validate your warranty and receive service. Model Number: _________________________________________________ Serial Number: _________________________________________________ Date of Purchase: _______________________________________________ Need Help? Before you call for service, here are a few things you can do to help us serve you better. Read this owner’s manual: It contains instructions to help you use and maintain your appliance properly. If you receive a damaged appliance: Immediately contact the retailer or builder that sold you the appliance. Save time and money: Check the troubleshooting section at the end of this manual before calling. This section will help you solve common problems that may occur. 1-800-26- Danby(1-800-263-2629) 1Important Safety Information

READ AND FOLLOW ALL SAFETY INSTRUCTIONS

SAVE THESE INSTRUCTIONS! ELECTRICAL REQUIREMENTS All wiring must comply with local and national codes and must be installed by a qualifi ed electrician. Check the available power supply and resolve any wiring problems before installing and operating this appliance. This 230 V appliance may be used in any properly wired, general purpose household receptacle. The rating plate located on the right side of the appliance just above the power cord contains electrical and other technical data. SAFETY INSTRUCTIONS This appliance is not intended for use by persons, including children, with reduced physical, sensory or mental capabilities or lack of experience and knowledge, unless they have been given supervision or instruction concerning use of the appliance by a person responsible for their safety. Children should be supervised to ensure that they do not play with the appliance. Do not install the appliance where leakage of combustible gas is suspected.

POWER CORD INSTRUCTIONS

The power supply cord contains a current device that senses damage to the power cord. To test the power supply cord:

1. Press the TEST button on the power supply cord.

The RESET button will click and pop out.

2. Press the RESET button until it clicks into place.

3. The power supply cord is now supplying

electricity to the appliance. Do not use this device to turn the appliance on or off. Ensure that the RESET button is pushed in for correct operation. The power supply cord must be replaced if it fails to reset when the TEST button is pushed.

GROUNDING INSTRUCTIONS This appliance must be grounded. Grounding reduces the risk of electrical shock by providing an escape wire for the electrical current. This appliance has a cord that has a grounding wire with a 3-prong plug. The power cord must be plugged into an outlet that is properly grounded. If the outlet is a 2-prong wall outlet, it must be replaced with a properly grounded 3-prong wall outlet. WARNING - Improper use of the grounding plug can result in a risk of electric shock. Consult a qualifi ed electrician or service agent if the grounding instructions are not completely understood, or if doubt exists as to whether the appliance is properly grounded. Do not connect your appliance to extension cords or together with another appliance in the same wall outlet. Do not splice the power cord. Do not under any circumstances cut or remove the third ground prong from the power cord. Do not use extension cords or ungrounded (two prongs) adapters. If the power supply cord is damaged, it must be replaced by the manufacturer, its service agent or similar qualifi ed person in order to avoid hazard.INSTALLATION INSTRUCTIONS

DIMENSIONS This appliance is 42 inches (106.7 cm) wide, 16 inches (40.8 cm) high and 23.9 inches (60.6 cm) deep. WALL SLEEVE All wall sleeves used to install the air conditioner must be in good structural condition and have a rear grille that securely attaches to the sleeve or the fl ange of the sleeve to secure the appliance. Install the wall sleeve according to the wall sleeve installation instructions. When installing the sleeve make certain there is nothing within 20 inches (50.8 cm) of the back of the appliance that would interfere with heat radiation and exhaust air fl ow. INSTALLATION

1. Remove the front panel. Pull out from the bottom

to release it from the tabs and then lift up.

2. Remove the shipping screw from the vent door.

3. Rotate the vent control lever to either open or

close the vent door. When the vent control lever is set to “close”, only the air inside the room is circulated. When the vent control lever is set to “open”, outdoor air will be drawn into the room. This can reduce heating or cooling effi ciency.

4. Lift the appliance and slide it into the wall sleeve

until it is set fi rmly against the front wall of the sleeve and secure with four screws through the fl ange holes.

5. Reinstall the front panel. Place the tabs over the

top rail and push inward at the bottom until the panel snaps into place.

DIP SWITCHES Dip switch controls are located behind the front panel through an opening below the control panel. Remove the front panel to access the dip switches. Dip switches are accessible without opening the control box. The appliance should be unplugged before making adjustments to the dip switches.

DIP SWITCH CONFIGURATIONS

See the table below for dip switch confi gurations and functions. UP(ON) DOWN(OFF)

S11 Wall thermostat type Load delay for 3 seconds Heating type Temperature display type Control type Setpoint limit 1 Setpoint limit 2 Fan CON/CYC for heating Fan CON/CYC for cooling Low temp. Protection Number UP (ON) DOWN (OFF) Remarks S1 Electric heat only Electric and pump heat Heat pump model only S2 Temperature display °F Temperature display °C S3 Wall thermostat enable Control panel enable S4*S5 UP*UP: 61°F ~ 86°F (16°C ~ 30°C) UP*DOWN: 65°F ~ 78°F (18°C ~ 26°C) DOWN*UP: 63°F ~ 80°F (17°C ~ 27°C) DOWN*DOWN: 68°F ~ 75°F (20°C ~ 24°C) Confi guration of S4 and S5 combine to select set point range S6 Fan continuous run for heating Fan cycle for heating S7 Fan continuous run for cooling Fan cycle for cooling S8 Low temperature protection enable Low temperature protection disable S9 (S3 UP) Use some types of wall thermostat Use PTAC other wall thermostat Consult with sales agent or manufacturer for details S9 (S3 DOWN) Use control panel only Use control panel or some types of wall thermostat Sw11 Load delay for 3 seconds Normal Optional5 INSTALLATION INSTRUCTIONS

DIP SWITCH CONFIGURATIONS BY PANEL CONTROL

1. Turn off the appliance.

2. Press and hold the increase and decrease buttons at the same time for 3 seconds to activate the dip

switch confi guration by panel control.

3. See the table below for dip switch confi gurations and functions by panel control.

4. The display will show two numbers. The high left number is for dip switches, the low right number is for

5. Press the increase button to set the dip switches. Press the decrease button to set the functions.

6. Press and hold the increase and decrease buttons at the same time for 3 seconds to confi rm choices.

The appliance will return to regular functioning after 30 seconds with no input. Note: The LED display window will show “00” when fi rst entering setting mode. Set switches in sequence one at a time. Note: To activate front desk control function, set dip switch SW7 to “DOWN(OFF)” and then set the panel control to “A0”. Number High (left) Low (right) Remarks / 0 1 - by panel control 0 - by dip switches S1 1 1 - electric heat only 0 - electric and pump heat Heat pump model only S2 2 1 - °F display 0 - °C display S3*S9 3 3 - use control panel or some types of wall thermostat

2 - use some types of wall thermostat

1 - use PTAC other wall thermostat

0 - use control panel

S6 6 1 - continuous fan for heating 0 - fan cycle for heating Not available for “use PTAC other wall thermostat” S7 7 1 - continuous fan for cooling 0 - fan cycle for cooling S8 8 1 - low temperature protection enable

Note: Using a wall thermostat is optional. Important: Only trained, qualifi ed personnel should access the electrical panel on the appliance and install electrical accessories. Contact a local electrical contractor, dealer or distributor for assistance. Thermostat Wire Routing Thermostat wire is fi eld supplied. Recommended wire gauge is 18 to 20 gauge solid thermostat wire. Note: It is recommended that extra wires are run to the appliance in case any are damaged during installation. Thermostat wire should always be routed around or under, never through the wall sleeve. The wire should be routed behind the front panel to the easily accessible terminal connector. Pull the dip switch to the DOWN(OFF) position. Insert the wire connector of the wall thermostat into the relevant terminal according to the different shapes as shown. A: Dip switch B: Terminal

PTAC Other Wall Thermostat Remove the two screws as shown and take the cover panel down. Terminal of PTAC other wall thermostat (MODE A) FC(L) FC(N) LOW-FAN HI-FAN 4-WAY HEAT2 HEAT1 COMP 24V(N) 24V(L) Terminal of PTAC other wall thermostat (MODE B) LOW-FAN HI-FAN 4-WAY HEAT1 COMP 24V(L) 24V(N) Caution: Failure to follow this caution may result in equipment damage or improper operation. Improper wiring may damage the electronics. Common busing is not permitted. Damage or erratic operation may result.FRONT DESK CONTROL Note: Using the front desk control is optional. The controller can handle a switch signal from FC(L) and FC(N) input, called front desk control. Input must be 24VAC. If the system does not receive a 24VAC signal it will turn off; otherwise the appliance runs in normal control. The dip switch can control the front desk control feature. If the dip switch is in the down position, the appliance will turn off, otherwise it will run as normal. ADDITIONAL REQUIREMENTS

• Use 4-way terminal for heat pump connection only.

• Wall thermostat must be heating changeover 4-way valve.

• For thermostats that have only one fan speed output (on or auto) the fan speed is determined by how the terminal connector is wired. If low fan is desired, wire the G output from the thermostat to (LOW-FAN) on the appliance’s terminal block. If high fan is desired, wire the G output from the thermostat to (HI-FAN) on the appliance’s terminal block.

• The range of set temperature of wall thermostat must be in consonance with the range of dip switch setting.

• Wall thermostat must be set the type properly in consonance with the appliance type; heat pump or no heat pump.

• If the wall thermostat has only one electrical heater output, connect the two terminals of HEAT 1 and HEAT 2, the appliance can operate two electrical heaters (only if the appliance has two electrical heaters). Otherwise operate one electrical heater.

• Do not remove the control panel.

• If the appliance is being controlled by a wall mounted thermostat, place the provided cover over the control panel as per the below. Note: When the display shows “LC” it means the buttons on the control panel are not available and the appliance should be controlled by the wall mounted thermostat that it is connected to. INSTALLATION INSTRUCTIONS

1. Remote control receiver

2. Display Panel: Displays the set temperature.

When in fan mode, displays the ambient temperature. To change the temperature scale being displayed, press and hold the up and down buttons at the same time for three seconds.

3. Fan Button: Used to set the fan speed. The fan

can be set to low, medium, and high. The lights will indicate the chosen fan speed.

4. Continuous fan button: In cooling mode, press

to set the fan to run continuously.

5. Increase and decrease buttons: Used to adjust

the set temperature in 1° increments.

6. Mode button: Used to choose the operating

mode. The lights will indicate the chosen mode, cool, heat or fan.

OPERATING MODES There are three operating modes to choose from. Press the Mode Button repeatedly to choose the desired mode. The adjacent indicator light will illuminate to show which mode has been selected.

• Cool Mode Choose cool mode to set the cooling function. Use the up and down buttons to choose the desired temperature. When cool mode is selected, the fan speed can be adjusted by pressing the fan button.

• Heat Mode Choose heat mode to set the heating function. Use the up and down buttons to choose the desired temperature.

• Fan Mode Choose fan mode to run the internal fan without engaging the cooling function. Press the fan button repeatedly to choose the fan speed, low, med or high.9 AIR FILTER The air fi lter should be cleaned approximately every 2 weeks. The air fi lter may require more frequent cleaning if there is signifi cant dander or fur in the air. The air fi lter is located behind the front intake grill. Grasp the fi lter by the center and pull up and out. Use a vacuum cleaner with a soft brush attachment to remove any large debris or dust build up from the air fi lter. Wash the fi lter in lukewarm, soapy water, below 40°C (104°F), or use a neutral cleaning agent. Rinse the fi lter with clean water and dry thoroughly before reinstalling in the appliance. Note: Do not operate the appliance without the air fi lter installed. CARE & MAINTENANCE CLEANING To avoid possible electric shock, ensure that the appliance is unplugged before performing any cleaning or maintenance. The outside of the appliance can be wiped clean with a soft cloth or with a lukewarm, damp cloth if necessary. Do not use gasoline, benzene, thinner or any other chemicals to clean this appliance as these substances can cause damage to the fi nish and deformation of plastic parts. Never pour water directly onto the appliance as this will cause deterioration of electrical components and wiring insulation. ERROR CODES If any of the below error codes appear on the display, unplug the appliance and then plug it back in. If the error code persists, call for service. AS - room temperature sensor error ES - evaporator temperature sensor error CS - condenser temperature sensor error OS - outside temperature sensor error HS - exhaust temperature sensor error LE - wire controller error LO - room temperature is lower than 0°C / 32°F HI - room temperature is higher than 37°C / 99°F FP - low temperature protection

2TROUBLESHOOTING Danby Consumer Care: 1-800-263-2629 Hours of operation: Monday to Thursday 8:30 am - 6:00 pm Eastern Standard Time Friday 8:30 am - 4:00 pm Eastern Standard Time Information in this manual is subject to change without notice.

PROBLEM POSSIBLE CAUSE

Appliance will not operate • Plug is not fully inserted into the wall outlet

• Blown fuse or circuit breaker Insuffi cient cooling • Air fi lter is dirty

• Appliance size is too small for application Noise • Inadequate support in window installation Odors • Formation of mold or mildew on internal wet surfaces

• Place an algaecide tablet in base pan; push the tablet through the grill on either side of the appliance Water dripping inside • Appliance is not properly angled to allow water to drain to the outside Water dripping outside • On very hot or humid days dripping water from the back of the appliance is normal Frost build up • When outdoor temperatures are below 18.3°C (65°F) frost may form when the appliance is in cooling mode

• Switch the appliance to fan only mode until the frost melts

10LIMITED IN-HOME APPLIANCE WARRANTY

This quality product is warranted to be free from manufacturer’s defects in material and workmanship, provided that the unit is used under the normal operating conditions intended by the manufacturer. This warranty is available only to the person to whom the unit was originally sold by Danby Products Limited (Canada) or Danby Products Inc. (U.S.A.) (hereafter “Danby”) or by an authorized distributor of Danby, and is non-transferable.TERMS OF WARRANTY Plastic parts, are warranted for thirty (30) days only from purchase date, with no extensions provided. First Year During the rst twelve (12) months, any functional parts of this product found to be defective, will be repaired or replaced, at warrantor’s option, at no charge to the ORIGINAL purchaser. To obtain Danby reserves the right to limit the boundaries of “In Home Service” to the proximity of an Authorized Service Depot. Any app liance Service requiring service outside the limited boundaries of “In Home Service” , it will be the consumer’s responsibility to transport the appliance (at their own expense) to the original retailer (point of purchase) or a service depot for repair. See “Boundaries of In Home Serv ice” below. Contact your dealer from whom your unit was purchased, or contact your nearest authorized Danby service depot, where service must be performed by a qualied service technician. If service is performed on the units by anyone other than an authorized service depot, or the unit is used for commercial appli cation, all obligations of Danby under this warranty shall be void. Boundaries of If the appliance is installed in a location that is 100 kilometers (62 miles) or more from the nearest service center your unit must be In Home Service delivered to the nearest authorized Danby Service Depot, as service must only be performed by a technician qualied and certif ied for warranty service by Danby. Transportation charges to and from the service location are not protected by this warranty and are t he responsibility of the purchaser. Nothing within this warranty shall imply that Danby will be responsible or liable for any spoilage or damage to food or other c ontents of this appliance, whether due to any defect of the appliance, or its use, whether proper or improper.EXCLUSIONS Save as herein provided, Danby, there are no other warranties, conditions, representations or guarantees, express or implied, m ade or intended by Danby or its authorized distributors and all other warranties, conditions, representations or guarantees, including any warranties, conditio ns, representations or guarantees under any Sale of Goods Act or like legislation or statue is hereby expressly excluded. Save as herein provided, Danby shall no t be responsible for any damages to persons or property, including the unit itself, howsoever caused or any consequential damages arising from the malfunction o f the unit and by the purchase of the unit, the purchaser does hereby agree to indemnify and hold harmless Danby from any claim for damages to persons or propert y caused by the unit. GENERAL PROVISIONS No warranty or insurance herein contained or set out shall apply when damage or repair is caused by any of the following:

2) Damage in transit or when moving the appliance.

3) Improper power supply such as low voltage, defective house wiring or inadequate fuses.

4) Accident, alteration, abuse or misuse of the appliance such as inadequate air circulation in the room or abnormal operating con ditions (extremely high or low room temperature).

5) Use for commercial or industrial purposes (ie. If the appliance is not installed in a domestic residence).

6) Fire, water damage, theft, war, riot, hostility, acts of God such as hurricanes, oods etc.

7) Service calls resulting in customer education.

8) Improper Installation (ie. Building-in of a free standing appliance or using an appliance outdoors that is not approved for out door application). Proof of purchase date will be required for warranty claims; so, please retain bills of sale. In the event warranty service is required, present this document to our AUTHORIZED SERVICE DEPOT.Danby Products LimitedPO Box 1778, Guelph, Ontario, Canada N1H 6Z9Telephone: [phone] FAX: [phone]Danby Products Inc.PO Box 669, Findlay, Ohio, U.S.A. 45840Telephone: [phone] FAX: [phone] Warranty ServiceIn-home Danby reserves the right to limit the boundaries of “In Home Service” to the proximity of an authorized service depot. Any appliance requiring service outside the limited boundaries of “In Home Service”, will be the consumer’s responsibility to transport at their own expense to the original point of purchase or a service depot for repair. If the appliance is installed in a location that is 100 kilometers (62 miles) or more from the nearest service center, it must be delivered to the nearest authorized Danby Service Depot by the purchaser. Transportation charges to and from the service location are not protected by this warranty and are the responsibility of the purchaser. During the first twenty four (24) months, any functional parts of this product found to be defective, will be repaired or replaced, at warrantor’s option, at no charge to the original purchaser. Contact the dealer where the unit was purchased, or contact the nearest authorized Danby service depot, where service must be performed by a qualified service technician. If service is performed on the unit by anyone other than an authorized service depot, all obligations of Danby under this warranty shall be void.First 24 monthsTo obtain service Boundaries ofin-home service

LIMITED “IN HOME” WARRANTY

PROBLÈME CAUSE POSSIBLE

Danby soins du consommateur: 1-800-263-2629 Heures d’ouverture: Lundi à Jeudi 8 h 30 à 18 h, heure normale de l’Est Vendredi de 8 h 30 à 16 h, heure normale de l’Est Les informations contenues dans ce manuel sont sujettes à modifi cation sans préavis.LIMITED IN-HOME APPLIANCE WARRANTY This quality product is warranted to be free from manufacturer’s defects in material and workmanship, provided that the unit is used under the normal operating conditions intended by the manufacturer. This warranty is available only to the person to whom the unit was originally sold by Danby Products Limited (Canada) or Danby Products Inc. (U.S.A.) (hereafter “Danby”) or by an authorized distributor of Danby, and is non-transferable.TERMS OF WARRANTY Plastic parts, are warranted for thirty (30) days only from purchase date, with no extensions provided. First Year During the rst twelve (12) months, any functional parts of this product found to be defective, will be repaired or replaced, at warrantor’s option, at no charge to the ORIGINAL purchaser. To obtain Danby reserves the right to limit the boundaries of “In Home Service” to the proximity of an Authorized Service Depot. Any app liance Service requiring service outside the limited boundaries of “In Home Service” , it will be the consumer’s responsibility to transport the appliance (at their own expense) to the original retailer (point of purchase) or a service depot for repair. See “Boundaries of In Home Serv ice” below. Contact your dealer from whom your unit was purchased, or contact your nearest authorized Danby service depot, where service must be performed by a qualied service technician. If service is performed on the units by anyone other than an authorized service depot, or the unit is used for commercial appli cation, all obligations of Danby under this warranty shall be void. Boundaries of If the appliance is installed in a location that is 100 kilometers (62 miles) or more from the nearest service center your unit must be In Home Service delivered to the nearest authorized Danby Service Depot, as service must only be performed by a technician qualied and certif ied for warranty service by Danby. Transportation charges to and from the service location are not protected by this warranty and are t he responsibility of the purchaser. Nothing within this warranty shall imply that Danby will be responsible or liable for any spoilage or damage to food or other c ontents of this appliance, whether due to any defect of the appliance, or its use, whether proper or improper.EXCLUSIONS Save as herein provided, Danby, there are no other warranties, conditions, representations or guarantees, express or implied, m ade or intended by Danby or its authorized distributors and all other warranties, conditions, representations or guarantees, including any warranties, conditio ns, representations or guarantees under any Sale of Goods Act or like legislation or statue is hereby expressly excluded. Save as herein provided, Danby shall no t be responsible for any damages to persons or property, including the unit itself, howsoever caused or any consequential damages arising from the malfunction o f the unit and by the purchase of the unit, the purchaser does hereby agree to indemnify and hold harmless Danby from any claim for damages to persons or propert y caused by the unit. GENERAL PROVISIONS No warranty or insurance herein contained or set out shall apply when damage or repair is caused by any of the following:

2) Damage in transit or when moving the appliance.

3) Improper power supply such as low voltage, defective house wiring or inadequate fuses.

4) Accident, alteration, abuse or misuse of the appliance such as inadequate air circulation in the room or abnormal operating con ditions (extremely high or low room temperature).

5) Use for commercial or industrial purposes (ie. If the appliance is not installed in a domestic residence).

6) Fire, water damage, theft, war, riot, hostility, acts of God such as hurricanes, oods etc.

7) Service calls resulting in customer education.

PROBLEMA CAUSA POSIBLE

Danby cuidado del consumidor: 1-800-263-2629 Horas de operación: Lunes a Jueves 8:30 am - 6:00 pm Hora estándar del este Viernes 8:30 am - 4:00 pm Hora estándar del este La información de este manual está sujeta a cambios sin previo aviso.LIMITED IN-HOME APPLIANCE WARRANTY This quality product is warranted to be free from manufacturer’s defects in material and workmanship, provided that the unit is used under the normal operating conditions intended by the manufacturer. This warranty is available only to the person to whom the unit was originally sold by Danby Products Limited (Canada) or Danby Products Inc. (U.S.A.) (hereafter “Danby”) or by an authorized distributor of Danby, and is non-transferable.TERMS OF WARRANTY Plastic parts, are warranted for thirty (30) days only from purchase date, with no extensions provided. First Year During the rst twelve (12) months, any functional parts of this product found to be defective, will be repaired or replaced, at warrantor’s option, at no charge to the ORIGINAL purchaser. To obtain Danby reserves the right to limit the boundaries of “In Home Service” to the proximity of an Authorized Service Depot. Any app liance Service requiring service outside the limited boundaries of “In Home Service” , it will be the consumer’s responsibility to transport the appliance (at their own expense) to the original retailer (point of purchase) or a service depot for repair. See “Boundaries of In Home Serv ice” below. Contact your dealer from whom your unit was purchased, or contact your nearest authorized Danby service depot, where service must be performed by a qualied service technician. If service is performed on the units by anyone other than an authorized service depot, or the unit is used for commercial appli cation, all obligations of Danby under this warranty shall be void. Boundaries of If the appliance is installed in a location that is 100 kilometers (62 miles) or more from the nearest service center your unit must be In Home Service delivered to the nearest authorized Danby Service Depot, as service must only be performed by a technician qualied and certif ied for warranty service by Danby. Transportation charges to and from the service location are not protected by this warranty and are t he responsibility of the purchaser. Nothing within this warranty shall imply that Danby will be responsible or liable for any spoilage or damage to food or other c ontents of this appliance, whether due to any defect of the appliance, or its use, whether proper or improper.EXCLUSIONS Save as herein provided, Danby, there are no other warranties, conditions, representations or guarantees, express or implied, m ade or intended by Danby or its authorized distributors and all other warranties, conditions, representations or guarantees, including any warranties, conditio ns, representations or guarantees under any Sale of Goods Act or like legislation or statue is hereby expressly excluded. Save as herein provided, Danby shall no t be responsible for any damages to persons or property, including the unit itself, howsoever caused or any consequential damages arising from the malfunction o f the unit and by the purchase of the unit, the purchaser does hereby agree to indemnify and hold harmless Danby from any claim for damages to persons or propert y caused by the unit. GENERAL PROVISIONS No warranty or insurance herein contained or set out shall apply when damage or repair is caused by any of the following:

2) Damage in transit or when moving the appliance.

3) Improper power supply such as low voltage, defective house wiring or inadequate fuses.

4) Accident, alteration, abuse or misuse of the appliance such as inadequate air circulation in the room or abnormal operating con ditions (extremely high or low room temperature).

5) Use for commercial or industrial purposes (ie. If the appliance is not installed in a domestic residence).

6) Fire, water damage, theft, war, riot, hostility, acts of God such as hurricanes, oods etc.

7) Service calls resulting in customer education.