Online Chat Support Process
Diagnosis and Assessment:
When you reach out via our online chat, one of our skilled technicians will promptly engage with you. Here’s how the process unfolds:
• Customer Inquiry: You describe the issue or technical problem, please include any error codes.
• Initial Assessment: Our technician will ask relevant questions to understand your problem thoroughly.
• Diagnostic: We will use diagnostic tools to identify the root cause. Pictures of the issue, along with any error codes displayed. Other diagnostics may involve checking system logs, running tests, reviewing the service manual or analyzing error codes displayed.
Part Quote and Recommendations:
Once we’ve diagnosed the issue, we move on to providing a part quote and recommendations to the email provided:
• Part Identification: If a hardware component needs replacement, we identify the specific part required.
• Pricing and Availability: We will provide you with a transparent quote for the necessary part(s) via email.
• Alternative Solutions: In some cases, we suggest alternative solutions, such as software fixes or workarounds and in some cases a visit from an field technician.
Walk-Thru and Troubleshooting:
Our goal is to empower you to take informed actions saving money. Here’s how we guide you through the process:
• Step-by-Step Instructions: We offer clear instructions on how to replace or troubleshoot the issue.
• Visual Aids: If applicable, we share images, diagrams, or videos to guide you through the repair.
• Real-Time Assistance: Our technician remains available throughout the walk-thru repair process (DIY) to address any questions or concerns.
Repair and Follow-Up:
Once you have completed the necessary steps, we’ll finalize the repair process:
• Part Installation: If you purchased a replacement part, we’ll guide you through the installation.
• Testing and Verification: You ensure that the issue is resolved by testing the repaired system.
• Customer Satisfaction: We follow up to confirm that everything is working as expected and address any additional queries.