Triton RL5000 User Manual - Manual (Page 13)

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ODEL
RL5000 S
ERIES
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SER
M
ANUAL
Triton’s Technical Services Department
The primary purpose of the Technical Services department is to provide assistance
to customers in the operation, trouble shooting, and repair of equipment manufac-
tured by Triton. A toll-free phone number (1-800-259-6672) is provided for conve-
nience. 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.
Automated Voice Mail System
Our goal is to have a ‘live’ person answer 100% of all incoming calls (during regu-
lar support hours). On occasion, however, call loads may exceed the capacity of the
staff. When this occurs, an automated voice mail system will answer the call, indi-
cate to the caller that all Technical Support specialists are busy assisting others, and
ask the caller to leave detailed information about the nature 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 mes-
sages and return calls in the order in which they were received. By providing 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.
Calls for Service or Repair
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.