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Help us to help you
The
first obstacle in dealing with support problems is a lack of
information. To assist the support staff in solving any problems
you may have encountered quickly and effectively, it is imperative
that the information you provide contains as much detail as
possible.
The
Support Team have a vast amount of experience and you should
feel free to contact them with any problems you may have. Tell
them what you are trying to accomplish and they will advise
you on the most suitable way to achieve your aims.
To
contact them with " The system or card does not work" can cause hours,
if not days of unnecessary fault finding. When contacting the
support staff it would be extremely useful if you could provide
the following details:
- The system you are using (motherboard,
RAM, other hardware and software)
- Product name and serial number
- Application software and version of the product
- Full
details of any displayed error messages
- Details of what you were trying to achieve
when the error occurred
- Details of what exactly happened
- If
query is regarding the programing of the SDK, please specify the
programming language in use and submit source code examples if possible.
Any
fault you may encounter will, in all likelihood, not
have been
experienced by our support staff, therefore to assist
them in
solving your problem, as much information as possible
should be
provided.
This
section includes some of the more common technical support enquiries
which are solved quickly and easily with simple user intervention.
Contacting
Support
DataSoft technical support team
provides support all its products via phone, fax, and email. Contact technical support by:
Getting Your RMA Number
A
Return Material Authorization number (Rma) is assigned to your service
request and is used to track your request. This applies to all service
requests. Place the Rma# that you receive from technical support clearly on all
shipping boxes and on all paperwork associated with the service request.
You
must obtain a Rma from us prior to shipping any
material to us.
To obtain a Rma, either send an Email to support@dssrl.com that contains
the following information:
1. Customer Name
2. Contact Name
3.
Contact Phone Number
4. Product and/or Model
5. Serial Number
6.
Description of the Problem
Shipping to DataSoft Srl Service Department
After
obtaining an Rma from us, mark it on all shipping boxes and
paperwork.
Address your shipment to:
DataSoft Srl
Via Gorizia, 12/C
21011 Casorate Sempione (VA)
RMA Service
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