When it comes to after-sales service, clear communication is crucial. Failing to describe the problem accurately may slow down the repair process and complicate troubleshooting efforts. In some cases, it even leads to misjudgments and delayed solutions.

As you know , for IP Radio, these three parts are essential ,radio device from Tesunho , SIM Card from local country, Realptt Platform Realoptt Accounts ID.When radio cannot work , detail information and accurate description provided will be helpful for engineers to pinpoint the issue and work out the solutions .

Here we want to share some practical and effective methods to help you communicate issues clearly, speeding up the repair process.

1.Provide detail information of radio device including items number ,serial number ,quantity of defective radio, Software Version and POC version .

1. Item Number: IP Radios can vary in features and specifications, so specifying the exact model helps us match the issue to known defects or software-related problems.

2. Serial number: This helps us track the specific version and history of the device.

3. The Quantity of IP Radio involved: It’s important to know whether the issue is isolated to one device or affecting multiple units.

4. Software Version and POC version : This can be critical in troubleshooting. Software update or configuration issue may be the root cause of the problem.

It will be more effective if you know to read out the programming data via programming software . You can save as one data file and send to us .

2. Describe the Problem Accurately

Accurate problem descriptions are the foundation of fast and effective repairs. Avoid vague terms like “it’s not working” or “it’s broken.” Instead, try to describe the specific nature of the issue: is there no sound? Does the radio fail to turn on? Are there connectivity issues? The more precise your description, the easier it will be for the after-sales team to diagnose the issue.

Additionally, attaching pictures or videos can provide an instant visual reference that clarifies the situation. For example, if there’s a screen issue, a clear photo of the screen could save valuable troubleshooting time. Videos showing the malfunction in action are particularly useful for diagnosing intermittent or complex problems that may not be apparent in static images.

3. Conduct Initial Self-Examination

Before reaching out for support, it’s always a good idea to perform some initial troubleshooting yourself. Basic self-examination can help you confirm whether the issue is something easily fixable or requires professional intervention. Some simple steps might include:

1. Checking battery levels or connections.

2. Testing the radio with another unit to see if the problem persists.

3. Performing a reset or software update if applicable.

These steps can help eliminate unnecessary suspicions and allow you to provide more precise feedback on the problem. By confirming the issue on your end, you help ensure that the technical team can focus on solving the real problem rather than spending time on simple checks.

4. Train Your Own Clients

Training your own clients to equip them with basic troubleshooting capabilities, When your clients understand how to handle simple problems themselves, it minimizes the need for your team to intervene on every small issue.

Here are some examples to help you understand better

Example 1

This customer explains the issue with detail information and tries to investigate the cause of the problem using working programming data and the same SIM card. This will help determine whether the issue originates from the radio itself.

Example 2

This customer Provides the accurate quantity of defective items, a clear description with an accompanying video, and compare it with other working radio devices to rule out possible causes.

By following these best practices, you can help streamline the after-sales process and significantly reduce the time it takes to resolve any issues. We hope these tips will assist you and your team in handling after-sales service more effectively. Remember, at Tesunho, we’re always ready to provide professional assistance, and we appreciate your effort in improving the service process!