Talk:O2k-Open Support: Difference between revisions
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Communicating via e-mailΒ Β | Communicating via e-mailΒ Β | ||
* gives us the time to thoroughly read | * 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, Β | ||
* gives the customer | * gives the customer time to read our suggestions carefully and to read any additional material (websites , manual !) that we proposed, | ||
* gives the customer | * gives the customer time to properly collect (and document) the data that we asked her/him to send, Β | ||
* allows our technical service to be operated "by scientists, for scientist". The members of our technical service team work on their own project, keeping up to date with all | * allows our technical service to be operated "by scientists, for scientist". 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 | 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). | ||
Β | |||
When phoning Oroboros Instruments you will be connected to our administrative stuff. They will be glad to help you in administrative questions and point you to the right starting places for trouble shooting, but please understand that it will not be helpful to describe to them on the phone technical details. 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 Email andΒ include as much of the information gathered during trouble shooting (see the main page) as possible, including a DatLab file (notΒ screen shot) ofΒ a [[Sensor test]]. | |||
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[[User:Fasching Mario|Fasching Mario]] 09:35, 17 April 2013 (CEST) | [[User:Fasching Mario|Fasching Mario]] 09:35, 17 April 2013 (CEST) | ||
Β Β Β | Β Β Β |
Revision as of 09:50, 17 April 2013
Troubleshooting by Telephone
We prefer to give technical assistance (βtrouble shootingβ) 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 scientist". 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 stuff. They will be glad to help you in administrative questions and point you to the right starting places for trouble shooting, but please understand that it will not be helpful to describe to them on the phone technical details. 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 Email and include as much of the information gathered during trouble shooting (see the main page) as possible, including a DatLab file (not screen shot) of a Sensor test.
Fasching Mario 09:35, 17 April 2013 (CEST)
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