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Technical support - hints and comments from our techies
Typical questions about equipment problems and our technical team response
All Connevans customer service staff are trained on the products that we sell. We have no just 'telephone operators' so please have confidence in the first person who answers the telephone - all our staff are as 'technical' as required to help you on the telephone, if necessary they can clarify specific points with somebody else in the team.
Note: Before discussing any equipment queries you will be asked for details as to when you purchased it from Connevans Limited, so please have details of the original invoice to hand including the postcode of the billing address. I am sure that you will understand that if we did not supply the equipment then we have no wish to get involved!
Please choose the product you are interested in below
Fonix FP35 hearing aid test box
Loops - Induction loops in the home
Phonak - reprogamming phonak SmartLink, EasyLink, Campus or Wallpilot
Telemole caption/subtitle decoder
Telephone handset in-line amplifier
Obsolete equipment
General FAQs
Hello, I have a problem with my equipment and I need to talk with one of your technicians
All Connevans staff answering the telephone have 'technical' experience of the products we sell and are able to clarify specific queries with colleagues or our computer knowledge bank. It is not an option to talk directly with our engineering staff - they would never get any of their own work done!
My amplifier has stopped working, can I please talk with your technical department to discuss it please?
If it was previously working fine and assuming you understand how the equipment works and nothing has changed (e.g. the addition of a new DVD) then there is no point in talking with our technical department as we know exactly what they would say. 'Your equipment is broken and needs repairing'. You do not need to talk to a technician, you need to talk with the local post office about sending a parcel of equipment for repair - smile!
What are the typical questions you ask when somebody contacts customer services about a non working product?
1) Exactly which product are we talking about? Can you either please give me the product code or perhaps recognise it from our catalogue - also can you please tell me when you purchased the product from Connevans? Please either give us the invoice/advice number or alternatively the postcode of the billing address so we may check our computer records?
(If Connevans neither manufactured nor supplied the product we have no wish to get involved!)
2) Has the equipment ever worked?
(if no, we would consider customer operational error - re-read and follow the operating instructions, we sometimes find that some people have never read them!)
3) When the product was working did you have any problems with the general operation of it?
(if no, we would have confidence that the problem was not caused by operational error.)
4) Has anything changed with the way that the equipment is used?
Have you added to or changed the accessories used with it - e.g. a new TV or DVD player? Alternatively has the equipment been re-installed after moving house? Or (and we have known it happen!) do you have a new person cleaning the house who has unplugged things to use the hoover?
(if yes, we would consider whether the problem has been caused by the change of circumstances rather than equipment failure)
5) Can you see anything which could have caused the problem?
A damaged lead, an unplugged lead, controls not set as usual, try replacing any batteries in the product or controller with new ones or lastly (following a once reported problem to a help desk about a computer failure and the user was not able to read the serial number because the room was dark) are you currently having a mains supply power cut?
(ah well, if yes, perhaps you have the clue to the problem!)
Conclusion - your product is faulty and it will need to be returned for repair or replacement - unless it is out of warranty and not a repairable product so you will need to buy a new replacement anyhow - e.g. T-Link, direct input shoe, connecting lead, telephone etc.
Remember to pack the unit well, using the original packaging if possible and include details of the fault, please especially mention if the problem was intermittent, and details of when you purchased the product from Connevans Limited - after you have packed the unit if you would be worried about dropping the parcel on the floor (because your shipping company might) we would suggest repacking it in a larger box with some more protection - remember that the package is at your insurance risk, including any damage in transit, until safely received at Connevans Limited.
Return products to the address on the original delivery note, with the addition of 'Repairs department'. Avoid marking for a particular person's attention - this only delays your repair if they are not available when your parcel is received. Likewise please include full details of the problem, (and your address!) with the returned equipment - never say 'as discussed on the telephone' because being human we may not remember.
