Required Information when Asking for Tech Support
When requesting tech support, it is important to include a substantial amount of information with your initial request. All the details should be in a single message in case the technician receiving the message needs to forward it to another technician. When contacting Capital Vending for support, you will receive an auto reply within 1 minute after you submit the request. If you do not receive an email confirmation, we have not received the request. Check your spam. Do not open an additional ticket for the same issue because this may close the earlier ticket. When contacting a manufacturer, include the serial number of the machine.
The following information should be included with your request:
- A detailed explanation of the problem including the machine model number and details about any updates. If replacement parts have been installed in the machine or any equipment added nearby to the machine with the issues within the last 2 months, this information needs to be included with your request.
- A detailed explanation of all the troubleshooting previously performed by your technician and the results. Include a note with the edition/revision of the owner’s manual that is being utilized for troubleshooting. Always use the most recent manual.
- If you do not have access to known good parts to install in the machine so the process of elimination is possible, this must be noted. In many cases, it is not possible to identify the issue without access to replacement parts when testing is necessary. If not noted, it is assumed you have the parts needed to troubleshoot the machine. Local members of your trade association are a great option to source any components you do not already have and at no cost to you if borrowed. Another option for components is your local repair center.
Once the repairs are complete, update the service records of the machine so the information is available for the next technician who repairs the machine.