Telestream Wirecast Gear 110, Руководство пользователя

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Support for WC Gear
Return Merchandise Authorization (RMA) Procedure
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Return Merchandise Authorization (RMA)
Procedure
If your Wirecast Gear needs service of any kind, see Obtaining Support | Information |
Assistance on the previous page for contact information.
If you are instructed by Telestream Support to return your Wirecast Gear, follow the
procedure below. Please do not return a Wirecast Gear unit unless you receive an RMA
number from Telestream first.
Before returning your Wirecast Gear, Telestream recommends that you back up the
entire contents of all computer drives.
Support and RMA Process
1. Contact the reseller where your hardware was purchased for service. If you
purchased directly from Telestream or your unit is covered by Premium Support,
contact Telestream.
2. Telestream Support opens a case for you.
3. Telestream Support follows an established drill-down to categorize the problem,
and determine a resolution path.
4. If the problem is beyond our initial level of Support, our representatives will access
and diagnose your device remotely. You will need to grant us Internet access to
your device.
5. Upon a failed hardware diagnosis, our representative escalates the case to an RMA
and gives you instructions for shipping the unit to our manufacturing partner for
repair.
6. The RMA process triggers a case with our manufacturing partner.
a. If you have Premium Support, the manufacturing partner gathers your shipping
and contact information and sends you an overnight replacement. The
manufacturer will also give you instructions and an RMA for returning the failed
unit.
b. If you do not have Premium Support, the manufacturing partner gives you
instructions and an RMA for returning the failed unit and gathers your return
shipping information. You are requested to ship the unit to our manufacturing
partner for repair and return to you.
7. Upon case resolution, Telestream Support reviews and closes the case and sends
you a satisfaction questionnaire.
8. We appreciate your business and ask you to return the questionnaire promptly so
that we can continue to improve the quality of our product support to you and our
other customers.