MTS Series 658 Environmental Chamber - Manual (Page 7)

Series 658 Environmental Chamber Technical Support 7
If you are calling about an issue that has already been assigned a notification
number, please provide that number. You will be assigned a unique notification
number about any new issue.
Identify system type
To assist the Call Center agent with connecting you to the most qualified
technical support specialist available, identify your system as one of the
following types:
• Electromechanical materials test system
• Hydromechanical materials test system
• Vehicle test system
• Vehicle component test system
• Aero test system
Be prepared to
troubleshoot
Prepare yourself for troubleshooting while on the phone:
• Call from a telephone when you are close to the system so that you can try
implementing suggestions made over the phone.
• Have the original operating and application software media available.
• If you are not familiar with all aspects of the equipment operation, have an
experienced user nearby to assist you.
Write down relevant
information
Prepare yourself in case we need to call you back:
• Remember to ask for the notification number.
• Record the name of the person who helped you.
• Write down any specific instructions to be followed, such as data recording
or performance monitoring.
After you call
MTS logs and tracks all calls to ensure that you receive assistance and that action
is taken regarding your problem or request. If you have questions about the status
of your problem or have additional information to report, please contact MTS
again and provide your original notification number.
Problem Submittal Form in MTS Manuals
Use the Problem Submittal Form to communicate problems you are experiencing
with your MTS software, hardware, manuals, or service which have not been
resolved to your satisfaction through the technical support process. This form
includes check boxes that allow you to indicate the urgency of your problem and
your expectation of an acceptable response time. We guarantee a timely
response—your feedback is important to us.
The Problem Submittal Form can be accessed:
• In the back of many MTS manuals (postage paid form to be mailed to MTS)
• www.mts.com > Contact Us > Problem Submittal Form (electronic form to
be e-mailed to MTS)