Providing Technical Details
27 Jan 2010
When requesting technical support or entering repair descriptions, please be as descriptive as possible. The more clearly you can describe the problem and the symptoms that lead to the failure (especially with intermittent problems), the easier it is for our technicians to recreate the problem and find a solution. Please use complete sentences; the person receiving the product can misinterpret abbreviations.
Include as many of the following elements as possible when describing the problem:
- What happened?
- When did it occur?
- What parts or processes were involved ("keyboard", "touchscreen", "LCD display", "screen protector sheet", etc.)?
- How widespread is the problem (does it occur on multiple units)?
- Who found the problem (who to contact for more details)?
- Where did it happen?
- How often has it occurred?
- Include a measurement describing the impact of the problem (e.g. how much does it cost the organization?)
- If the issue is intermittent, be sure to detail the exact steps in order to recreate it.
Seeking answers to questions such as these now will prevent the technician from calling you later trying to recreate the problem with you over the telephone. It will also help you to determine if the unit even needs to be returned for repair. If you are not sure the product needs to be returned for repair and would like assistance troubleshooting the system, please feel free to contact one of our service technicians by phone at 1(435)753-1881 or email your question to email@example.com.