Inside the Customer Interaction Center
Customer Service Home Page
The Customer Service Home Page is the first page to be displayed. This is also referred to as the Issue History Page. This page contains three elements: Navigation Menu, Issue History Table, and Look-Up Issue Box.
Navigation Menu
The Navigation Menu will indicate your current location or page and it allows you to go directly to other pages or services. To go to another area of the system, click on the corresponding link in the menu. The pages or links that you can access via this menu are:
- Home
- New Issue
- Account Information
- Service Order (RMA) Request
- Service Order (RMA) Status
- Contact Us
- How do I?
- Logout
Issue History
The Issue History table contains a summary of information about all technical support issues, regardless of their status, that you have submitted during the previous 90 days. The information it shows is:
- Home
- Call ID
- Call Status
- Priority
- Received Date
- Call Description
- Closed Date
- Close Description
The Look-up Issue button
The Look-up Issue Button allows you to locate a issue quickly. Type the issue number (Call ID) in the Reference ID: field and click the button.
Getting Started: New Issue, Service Order (RMA) Request, or Service Order (RMA) Status?
The CIC is most commonly used for creating a service order which is also referred to as “obtaining a RMA number”. Viewing service order (RMA) status is the second most common use and obtaining technical support completes the list. We’ve made easier for you to go directly to the service you need.
Technical Services/Support (New Issue)
If you’re unsure of the solution and need assistance with any of our products or services, including using the Customer Interaction Center, please select New Issue.
Service Order (RMA) Request
If you’ve already decided that you want to return a product for service, and you want a RMA number as quickly as possible, select Service Order (RMA) Request. See “Using the RMA Assistant” below for additional information.
Service Order (RMA) Status
If you’ve already returned your product and want to know the status of the products repair, select Service Order (RMA) Status. See “Using the RMA Assistant” below for additional information.
