Difference between revisions of "Talk:O2k-Open Support"
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== Technical service - pages in preparation == | == Technical service - pages in preparation == | ||
Revision as of 13:37, 12 May 2015
Technical service - pages in preparation
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Troubleshooting by telephone
We prefer to give technical assistance („trouble shooting“) per e-mail. We are aware that, especially if there is an urgent problem, some customers would prefer to communicate by telephone. However, we are convinced that there are very good reasons for our approach:
Communicating via e-mail
- gives us the time to thoroughly read the customers problem description, analyze in detailed the files sent to us and THINK about our proposals BEFORE suggesting them to you,
- gives the customer time to read our suggestions carefully and to read any additional material (websites , manual !) that we proposed,
- gives the customer time to properly collect (and document) the data that we asked her/him to send,
- allows our technical service to be operated "by scientists, for scientists". The members of our technical service team work on their own project, keeping up to date with all technical development. However, this means they will not be available for phone conversation while running their experiments.
For a few special cases telephone conversations may actually make sense. In this case we will of course gladly arrange for such a phone call (planned beforehand).
When phoning Oroboros Instruments you will be connected to our administrative team. They will be glad to help you in administrative questions and point you to the right starting places for trouble shooting. Please understand that it will not be helpful to describe to them technical details related to a problem on the phone. Even our technical stuff prefers to get this information by e-mail, information relayed via non technical experts would be even less helpful. Therefore, this information should be sent by e-mail and include as much of the information gathered during trouble shooting (see the main page) as possible, including a DatLab file (not a screen shot) of a Sensor test.
Fasching Mario 09:35, 17 April 2013 (CEST)
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