Triton FT5000XP PC-BASED ATMS User Manual - Manual (Page 13)

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M
ODEL
RL/FT5000 XP U
SER
M
ANUAL
T
RITON
’
S
T
ECHNICAL
S
ERVICES
D
EPARTMENT
The primary purpose of the Technical Services department is to provide assis-
tance to customers in the operation, trouble shooting, and repair of equipment
manufactured by Triton. A toll-free phone number (1-800-259-6672) is provided
for convenience. The Technical Services department operates to serve our
customers. The staff is trained to follow our policies and procedures to ensure
fair and uniform treatment of all our customers.
A
UTOMATED
V
OICE
M
AIL
S
YSTEM
Our goal is to have a ‘live’ person answer 100% of all incoming calls (during
regular support hours). On occasion, however, call loads may exceed the capac-
ity of the staff. When this occurs, an automated voice mail system will answer
the call, indicate to the caller that all Technical Support specialists are busy
assisting others, and ask the caller to leave detailed information about the na-
ture of the call.
Should it become necessary to leave a voice mail message, the caller should
state:
• their name,
• the organization for which they work,
• the serial number of the equipment they are calling about,
• detailed description of the problem that they are experiencing, and
• phone number where they can be reached, including area code.
As Technical Support specialists become available, they check for voice mail
messages and return calls in the order in which they were received. By provid-
ing the information requested in the voice mail, the technician can be prepared
when your call is returned. Triton asks you to be patient if you must leave voice
mail and assures you that your call is important to us and that we will respond
promptly.
C
ALLS FOR
S
ERVICE OR
R
EPAIR
Calls for service or repair will be accepted from authorized service technicians
only. End users must contact either the sales organization that placed the
equipment or an authorized third party service organization to obtain service.
The sections that follow describe the policies and procedures that relate to the
repair and replacement of malfunctioning equipment.