Customer Interaction Center - FAQ

What is the Customer Interaction Center?

RadiSys Customer Interaction Center provides enhanced support capabilities and access to information about service and technical support issues. It provides a complete web enabled service management solution by allowing you to submit new Technical Support requests, submit new service requests, track and update open service and technical support requests, and view historical information about these requests online twenty four hours a day.

How do I access the Customer Interaction Center?

You may obtain your Customer Interaction Center User ID and access the system by completing the Request New Customer Interaction Center Account form. To access the form, select ‘Request Login’ from the menu on the left of the RadiSys Support & Service section. Next, complete the form and submit. Within one business day after receiving the completed form, RadiSys Technical Support will create your User ID and deliver it to you via email.

How do I login?

Using your internet browser, navigate to the Customer Interaction Center Login page of the RadiSys Support & Service section. Once at the login page, enter your User ID and password then click the “Login” button.

What if I’ve forgotten my password?

You may reset your Customer Interaction Center password by selecting the "Forgot your password?" link that can be found on the login page just below the "Login" button. After following the instructions, your new password will be emailed to you.

How do I submit a new technical support request?

Upon successful login, you will see your “Issue History” page. On the left of this page is a menu in which you will find the link ‘New Issue’. Click on this link and a new page will appear with various fields. Enter the details regarding your request or the issue you wish to report and click ‘Submit’ when done.

How do I request authorization to return a product for service (RMA#)?

A Service Order is required for all returns. You can create a Service Order and obtain your RMA number via the Customer Interaction Center. Upon successful login, you will see your “Issue History” page. On the left of this page is a menu in which you will find the link ‘Service Order (RMA) Request’. Click on this link and a new page will appear with various fields. Following the instructions on the page, enter details regarding the product you wish to return for service. When completed, the Customer Interaction Center will provide RMA numbers on the screen and via e-mail to the e-mail address in our records.

How do I check the status of a previously reported incident?

Upon successful login, you will see your “Issue History” page. It contains all of your recent issues. This screen will not display RMA status information. If you do not see the issue you want to know more about on this page, you may find it by using the “Lookup” feature. At the bottom-left of this page is a ‘Lookup Issue’ button. Enter your incident number in the ‘Reference ID:’ box and click the button. Once the issue you wish to learn more about is displayed, scroll to the bottom of the page for more information. You may also click on the ‘Additional Notes’ link to view more information.

How do I check the status of a Service Order?

You can view service order status online. Upon successful login, you will see your “Issue History” page. On the left of this page is a menu in which you will find the link ‘Service Order (RMA) Status’. Click on this link and new page will appear with various fields. Following instructions on the page, enter information regarding the service order you wish to learn more about. When completed, the Customer Interaction Center will provide a status of the service orders on the screen and via e-mail to the e-mail address in our records.

WHY AM I RETURNED TO THE LOG-IN PAGE WHEN I SELECT AN ITEM FROM THE NAVIGATION MENU AFTER I'VE ALREADY LOGGED IN ?

The Customer Interaction Center uses cookies to identify you. You Internet browser will need to be configured to accept cookies from our website to use the Customer Interaction Center. Instructions on how to configure your browser or provided in the RadiSys Customer Interaction Center User's Guide (PDF) that can be downloaded from the Service & Support Navigation Menu to the left of the Support & Service home page. You may also view (download) the instructions by clicking here (PDF) or returning to the Customer Interaction Center Log-In page and clicking on a similar link in the "Note to Users" paragraph.

Service Order Fields:

Master PO # (Master Purchase Order Number)

The Master PO number becomes the PO Number for all serial numbers submitted as part of a service request, however you may change the PO Number for any specific serial number on screen #2 (Serial Number Detail).

If you do not enter any information in the Master PO Number field on screen #1, you will have to add a PO number for each serial number on screen #2 for which a purchase order is required.

PO # (Purchase Order Number)

A purchase order with RadiSys approved terms & conditions is required for all service orders created for the service of a product with expired warranty or non-warranty services. The number information entered in this field should be that of a purchase order that you have or will forward to RadiSys Technical Support for the service order being created. If a PO is required but one is not entered then the system will not create a service order. In this instance, the system will instead notify RadiSys Technical Support of the problem and you will be contacted shortly to resolve the issue.

Master Ref # (Master Reference Number)

The Master Reference number becomes the Reference Number of for all serial numbers submitted as part of this a service request , however, . If you enter any information in this field on screen #1, it is used as the reference number of each serial number in your request. You may change the Reference Number for any specific serial number on screen #2 (Serial Number Detail).

If you do not enter any information in this the Master Reference Number field on screen #1, you will have to add a reference number for each serial number on screen #2 for which you wish to provide a reference number.

Ref # (Reference Number)

A Reference Number is any number that your company uses to track the product that will be returned to RadiSys. If you choose to enter a purchase order number in this field, it will not be used for billing purposes. This field is used for tracking purposes only and may appear in the packing list and other documentation as reference or descriptive information only. You may also use this number field to locate and view the status of the service order.

Problem Summary

The Problem Summary becomes the Problem Description of all serial numbers submitted as part of this a service request. If you enter any information in this field on screen #1, it is used as the problem Description of each serial number in your request , however, you may change the Problem Description for any specific serial number on screen #2 (Serial Number Detail).

If you do not enter any information in the Problem Summary field on screen #1, you will have to add a Problem Description for each serial number on screen #2 (Serial Number Detail) for which you wish to provide a reference number.

Problem Description

The Problem Description should describe the reason for returning the product to RadiSys or describe the service being requested. It is important to provide as much detail as possible in this field to prevent delays in the service process.

Bill To

‘Bill To’ is the address to which RadiSys will send invoices for service. Warranty services are provided at no charge however, a billing address is required for shipping, customs, accounting, and other purposes. The address you select on screen #1 is used as the Bill To address for each serial number in your request. You may click [NEXT] or [PREVIOUS] to scroll through the list of addresses in our records until you locate the address you would like to use. You may not change the Bill To Address of a specific serial number on screen #2 (Serial Number Detail). Please begin a new service order request if you wish to create service orders for items that will require different billing addresses.

Master Ship To

‘Master Ship To’ becomes the Ship To Address of all serial numbers submitted as part of a service request. You may click [NEXT] or [PREVIOUS] to scroll through the list of addresses in our records until you locate the address you would like to use. You may change the Ship To Address of any specific serial number on screen #2 (Serial Number Detail).

Ship To

‘Ship To’ is the address to which the repaired/serviced product will be shipped.

Serial Numbers

The Serial number field is used to enter all of the serial numbers for which you want to create a service order. The field will allow you to enter numbers in several ways. You may type in one number and press [ENTER] to add the next. You can also enter a string of numbers separated by a comma, space, carriage return or tab. Last, you may paste a list of numbers separated by a carriage return, comma, space, or tab. You will be given the opportunity to change or remove serial numbers on Screen #2.