Chapter 6: Product Support and Services
Requesting Support
Operator’s Guide
135
Requesting Support
Outside the U.S.
Contact your local sales agent for support.
Within the U.S.
If you have questions about your scanner that are not
answered by the printed documentation, the Help system,
or
www.scantron.com
, call Scantron Customer Support.
When you call Scantron, an operator will ask you to
describe your problem. The operator will then relay
information about the problem to an analyst who will call
you back as soon as possible. You can reach Customer
Support from 8:00 A.M. to 5:00 P.M. Monday through
Friday, your local time (except for Alaska and Hawaii
where support is available through 7:00 P.M. CST).
Before calling:
1.
Know the serial number of the product you are calling
about.
The serial number for your
i
NSIGHT 20 can
be found on the bottom of the scanner.
2.
Write down a description of your problem.
Include
a sequence of the steps leading to the problem. Doing
this ensures that you will have all the details you need
when you talk to the analyst.
3.
Note error messages that appear on your computer
screen.
4.
Have a description of your hardware ready.
•
Computer, including processor and speed, amount
of memory, disk size, available disk storage space,
and operating system.
•
Laser printer, if applicable, including whether
PostScript
®
or PCL, color or black and white, and
equipped for duplex printing or not.
5.
Have a description of your software ready.
