IPEE tech support involves assisting clients who encounter unexpected issues with products manufactured by IPEE.
Process Diagram
Detailed description
1. Client experiences issue
A client experiences unexpected behaviour from a product manufactured by IPEE.
The product distributor makes problem-solving information publicly available, enabling customers to attempt resolving issues on their own.
2. Report issue - to installer
The client communicates the problem to their installer, who attempts to resolve it using publicly accessible troubleshooting information. The installer can at least ascertain whether the issue relates to IPEE products or others.
3. Report issue - to wholesaler
Should the installer be unable to resolve the problem independently, he must report it to the wholesaler from whom he purchased the products.
The wholesaler can direct the installer to the publicly accessible information for problem-solving.
4. Report issue - to IPEE
Should the installer fail to resolve the issue with the information at hand, the problem is then escalated to IPEE’s remote technical support team. They possess the necessary troubleshooting information to accurately identify potential issues and troubleshoot them effectively.
5. Send IPEE support engineer
If the issue cannot be resolved remotely, a support engineer from IPEE will be sent to the location. The support engineer has access to spare parts and is capable of troubleshooting and resolving issues on-site, if necessary with remote support from IPEE’s tech support.
6. Escalate issue to Quality
If the support engineer cannot resolve the issue on-site, an escalation form is completed by IPEE's technical support team. This form is used to escalate the issue to IPEE’s Quality department. In the event of an unknown issue, IPEE's Quality team will initiate an internal investigation to provide a resolution as quickly as possible.
7. Replace products/components
If the issue cannot be resolved and necessitates the replacement of parts still under warranty, IPEE will arrange for the delivery of these parts free of charge to the client.