Subject: Important update
From: Rosette Modiri <[email-masked]>
To: Swagtron <[email-masked]>
Date: Thu, 2 Jan 2020 07:52:42 -0700 (MST)

Hi Team, 

Going forward, please make sure the below update is implemented: 

Please make sure that we are asking follow-up questions when a customer says their unit is not working and that we do not simply suggest calibration. There are specific situations where recommending calibration is appropriate, however, if the unit is not able to be turned on, this is not where we would suggest it. 
If a customer states that their board is not working, we need to ask questions such as: 
Can you clarify if you mean the board will not power on, will not run, etc. 
Can you confirm if the charger is working properly? (list charger troubleshooting steps) 
How long was the unit being charged? 
We want to ensure we are addressing the customer's concerns and not just giving a blanket statement. 
If you do not know what questions to ask or how to troubleshoot please refer to your supervisor or ask us here. 

Regards, 
Rosette