Troubleshooting Voice & Email
First stage – Understanding the issue and first steps.
A customer reports a defective unit via phone call. We should answer accordingly to the information the customer is giving us. We require the following information from the customer.
- Model of the unit.
- Description of the issue.
- Date of purchase
- How long has it had this issue.
In addition, we should start with basic troubleshooting questions such as:
- What troubleshooting steps have you tried?
- Have you tried restarting the unit?
- Have you tried to connect the unit in a different plug?
- Is this the first time the unit presents this issue?
Second stage – Specific troubleshooting steps
Depending on the information the customer has provided to us, we reply asking for the missing information. At this point we should have the model of the unit and a description of the issue; therefore, we will look for specific troubleshooting steps which help us finding a solution for the defective unit.
We can find the manual of all units on DLS, some troubleshooting guides can be found on the KB, and we can also see the simulators (currently available for a few units), and we can guide the customer to follow them.
Third stage – Helping the customer with a video session.
In case the previous troubleshooting steps did not work, we will ask the customer if they have time and if they are near the defective unit to start a live video session via Techsee. We will guide the customer to perform some actions that will try solving the issue, we will need to have the troubleshooting guides, KB, and the simulators in hand.
In the case the customer is not near the machine or does not have time right now, we should ask them to send a video or clear image of the problem so we can determine if it something we should send direct to replace, repair or refund. During the call we should ask the necessary documentation before sending it to be repaired, replaced, or refunded.