| Before you
contact Motorola or Genesis, please make sure you
have done the following:
Before you
contact Genesis support, be prepared to provide the
following information:
- Type of
system (including software version numbers)
- Symptoms
of the problem
- When
did you first notice it?
- Can
you reproduce it?
- What
steps cause it to occur?
- Are
there any unusual circumstances contributing
to the problem, such as loss of power to the
system?
- We may
ask you to do a Screen Print (PrtScr) and email
it to us so that we can better understand what
you are describing. You do this by having the
screen in question open on your desktop and
pressing Alt+PrtScr. This captures that screen
image into the Windows Clipboard. You can then
imbed that image into an email, or Paste it into
a Word Document that you then attach in an email
to us.
- We may
give you instructions on how to capture some
data and email it to us for our analysis with
our lab tools.
If you have
purchased your GW3 from Motorola and your system is
still under warranty, please contact the
Motorola System
Support Center (see above on this page) first for any level 1
issues so a trouble ticket can be generated by
Motorola. After Motorola generates the ticket and
asks a few questions, if it is needed, you will be
gently handed off to Genesis for further help.
|
The Genesis
Group - 601 Shelley
Drive, Suite 101
- Tyler, Texas,
USA, 75701
-
-
|
8:00AM to 5:00pm
USA Central Time - 1.903.561.6673
- 1.877.548.0465
- If the call is after
normal business hours, our voice prompts
will give you simple instructions for
emergencies.
|
If you live outside the
U.S. and Canada, please contact your regional
support representative. Click here for more information on our global partners. |
For complete text of Genesis' Maintenance & Total
Support policies, use this link.
|
