General Troubleshooting

Authored by: Support.com Tech Pro Team

1. Variable

Don't forget to mark steps complete as you go through GPs.

Don't forget to ask the guest how they heard about us and document it in the Session Properties.

2. Determine Scope

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

What kind of issue is the guest experiencing?

3. Jump to Networking

1. Mark this Guided Path complete by clicking Done.

2. Click the Start a New Activity icon at the top of this session window

3. Drill down through the Categories in the left pane to select the appropriate Wireless Connection Guided Path in the right pane and click Start Path

4. Jump to Features & Functionality

1. Mark this Guided Path complete by clicking Done.

2. Click the Start a New Activity icon at the top of this session window

3. Drill down through the Categories in the left pane to select the appropriate Features & Functionality Guided Path in the right pane and click Start Path

5. Device Selection

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

What kind of device is it?

6. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Unless you're familiar with the TV in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteDYNEXhttps://www.dynexproducts.com/supportEMERSONhttp://www.emersonaudiovideo.com/support/LGhttp://www.lg.com/us/supportMAGNAVOXhttp://www.support.magnavox.com/html/index_us_en.htmlMITSUBISHIhttps://www.mitsubishi-tv.com/PHILIPShttp://www.usa.philips.com/c-m/consumer-supportRCAhttp://www.rca.com/support-productsSAMSUNGhttp://www.samsung.com/us/support/SCEPTREhttp://www.sceptre.com/downloads.htmlSHARPhttp://www.sharpusa.com/Support.aspx#supportSONYhttps://esupport.sony.com/TCL CORPORATIONhttp://www.tclusa.com/support/TOSHIBAhttp://support.toshiba.com/VIZIOhttps://support.vizio.com/s/WESTINGHOUSEhttp://westinghouseelectronics.com/support/downloads/

Don't forget to mark steps complete as you go through GPs.

7. Troubleshoot

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Using the resources at your disposal troubleshoot the issue on a best effort basis.

Key notes:

• Stay in scope! Our scope is outlined here: myTGT tech support.
• When in doubt on scope, ask a Supervisor, TLS or TL for clarification.
• When in doubt if a troubleshooting step may in fact make the issue worse or cause other issues, ask a Supervisor, TLS or TL for guidance.
• Avoid following steps listed in support forums and 3rd party sites.
• Do not attempt anything that can void a warranty, E.g. taking a device apart.
• Do not attempt anything that would be considered unreasonable for remote support, E.g. walking a guest through the BIOS settings on their computer.
• Do not attempt to remove malware or repair corrupted/broken operating systems.

Resources:

• The Support.com Wiki
• The Product Manual (if applicable)
• Your training and expertise
• Googlefu
• Your Teammates in the tenant room
• A Supervisor
• The TLS
• A TL

8. Cartwheel Reminder

Don't forget to remind the guest about the Target Cartwheel app. It's free, available in the App Store & Google Play and is a great way to find deals and save money at Target!

More info is available here: cartwheel.target.com

Don't forget to mark steps complete as you go through GPs.

9. See Support Journal

10. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

11. Next Steps

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Since we were unable to successfully resolve the guest's issue, let's do our best to put them on a path to a resolution.

12. Replacement Plan

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Does the guest have a replacement plan for the device?

13. Determine Provider

SquareTrade is Target's current Protection Plan provider; however, Protection Plans purchased before 10/01/2016 are handled by Asurion.

14. Asurion

Transfer the guest to Asurion at 1-866-469-6356

ShoreTel Flex Warm Transfer/Conference Call Steps

Don't forget to mark steps complete as you go through GPs.

15. SquareTrade

Transfer the guest to SquareTrade at 1-877-498-7381

Please note: This number is only intended for agent transfers. If the guest does not wish to be transferred or would to prefer to call them directly at another time, please provide them with the guest facing number which is 1-844-440-8777.

ShoreTel Flex Warm Transfer/Conference Call Steps

Don't forget to mark steps complete as you go through GPs.

16. Recommend Advanced Support

It appears that the issue is out of our realm of support. The guest has a couple of options,

1. Contact the manufacturer for further support (recommended).
2. Contact advanced 3rd party support.

Don't forget to mark steps complete as you go through GPs.

17. Damage check

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Was the device damaged when they unboxed it?

Don't forget to mark steps complete as you go through GPs.

18. Return to Store

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the guest is stating that the device was damaged when they took it out of the box/packaging, please advise them to take it back to the store with their receipt.

Don't forget to mark steps complete as you go through GPs.

19. Jump to Pre-purchase

Please offer to assist the guest with finding a product that has the features and functionality they are looking for using the Pre-purchase Guided Path.

Launch the Pre-purchase Guided Path

Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically

20. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Unless you're familiar with the DVD/BLU-RAY in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteMAGNAVOXhttp://www.support.magnavox.com/html/index_us_en.htmlPHILIPShttp://www.usa.philips.com/c-m/consumer-supportPOLAROIDhttp://polaroid.com/supportRCAhttp://www.rca.com/support-productsSAMSUNG ELECTRONICShttp://www.samsung.com/us/support/SANYO FISHER (USA) CORPhttp://sanyo-av.com/support/SHARP ELECTRONICShttp://www.sharpusa.com/Support.aspx#supportSONYhttps://esupport.sony.com/TOSHIBA AMERICA INChttp://support.toshiba.com/VIZIOhttps://support.vizio.com/s/

Don't forget to mark steps complete as you go through GPs.

21. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Unless you're familiar with the Printer in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerLink to manual/driversBrotherhttp://www.brother.com/E-ftp/softwin.htmlCanonhttp://www.usa.canon.com/consumer/controller?act=DownloadIndexActDellhttp://support.dell.com/support/downloads/index.aspx?c=us&l=en&s=genEpsonhttp://www.epson.com/cgi-bin/Store/support/SupportIndex.jspHPhttp://welcome.hp.com/country/us/en/support.htmlKodakhttp://www.kodak.com/eknec/PageQuerier.jhtml?pq-path=10/9652&pq-locale=en_USKonica Minoltahttp://printer.konicaminolta.com/support/index_ds.htmlKyocerahttp://www.kyoceradocumentsolutions.com/support/index.htmlLexmarkhttp://downloads.lexmark.com/en/us/index.htmlOkidatahttp://www.okidata.com/driversPanasonichttp://shop.panasonic.com/support/Ricohhttp://www.ricoh.com/downloads/Samsunghttp://www.samsung.com/in/support/main/supportMain.doSharphttp://www.sharpusa.com/CustomerSupport/ProductDownloads.aspxSonyhttp://esupport.sony.com/perl/select-system.pl?DIRECTOR=DRIVER&SR=nav:service_support:electronics:drivers_software:esup&ref=http%3A//www.sony.com/index.php Toshibahttp://support.toshiba.com/driversXeroxhttp://www.support.xerox.com/support/enus.html

Don't forget to mark steps complete as you go through GPs.

22. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Unless you're familiar with the router or gateway in question, we recommend that you download the product manual before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteApplehttps://support.apple.com/en_US/manualsArrishttp://arris.force.com/consumersAsushttps://www.asus.com/us/support/Belkinhttp://www.belkin.com/us/supportD-Linkhttp://support.dlink.com/Linksyshttp://www.linksys.com/us/support/Netgearhttps://www.netgear.com/support/TP-Linkhttp://www.tp-link.us/support

Don't forget to mark steps complete as you go through GPs.

23. Get the Manual

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Unless you're familiar with the device in question, we recommend that you download the product manual/view the support pages before you begin service.

Below is a list of some of the more common support sites. If the site you need is not listed below please use your Googlefu.

ManufacturerSupport SiteBeatshttps://www.beatsbydre.com/supportApplehttps://support.apple.com/en-us/HT201869Bosehttps://www.bose.com/en_us/support.htmlSONYhttps://www.sony.com/electronics/support/audio-video-headphonesLGhttps://www.lg.com/us/bluetooth-headsets-headphonesTurtle Beachhttps://support.turtlebeach.com/hc/en-usRazerhttps://support.razer.com/gaming-headsets-and-audio/razer-kraken/Logitechhttps://support.logitech.com/en_us/product/wireless-headset-support

Don't forget to mark steps complete as you go through GPs.