Customer Service
B-32 72A-1898 Rev. A 11/01
Monday, November 26, 2001 1:09 pm
Customer Service
Before calling or sending an e-mail to Customer Service for assistance,
please take the following preliminary service steps:
1. Repeat all the pertinent procedures in this chapter.
2. Check all cable connections.
3. Review the problems and solutions given in Table B.1 on page B-13.
4. Try the test on another Instrument, if available.
5. Compare system requirements to your test setup and Instrument
configuration.
6. Run the Self-Diagnostics program (”Self-Diagnostics Test”
on page B-1) and have the results ready for Customer Service.
If possible, have the Instrument setup near a telephone to facilitate
telephone assistance. Call Doble Engineering Customer Service at
(617) 926-4900 or e-mail: customerservice@doble.com.
Please have the following available when calling or e-mailing Customer
Service:
• Date of purchase
• Instrument serial numbers, hardware configuration and software
revision
• Results of the Self-Diagnostics test
• Exact description of the problem, including error messages, and
the sequence of events before it appeared
• List of solutions that have been tried
• Electronics tool kit and digital multimeter, in case Customer
Service suggests that a circuit board or subassembly be removed
Write down the Customer Service Representative's name and any
instructions. If you call back, it is more efficient to talk to the same
person.
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