Troubleshooting Questions

2015-08-20

Ask these following questions to our customers that are calling in for support on any of our products. < Please make sure you have all the detailed information needed in the long text of the service notification. >

1. What's the Issue

2. How was the device being used

3. Can you reproduce it and how

4. What did you do to try to help the customer

All of you are having your service notifications read by engineering and they are finding lack of information about the issue and what was done to resolve the problem in the long text. When the product comes in to product service, they are left questioning what was done during the call.