Importance

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Abstract

Software hosted on a server aids a user having a possibly defective product at a user workstation coupled by a network to the server in performing diagnostics of the product; and, as needed, preparing a label for shipping the product to a service depot for analysis, test, maintenance, repair, upgrade, and/or replacement. The software includes a product support database having records for preparing presentations to the user. Hypertext presentations present the user with photos of products, descriptions of functional or structural features of those products, and symptoms; all linked for hierarchical access. Symptoms are listed in rank order according to current total number of accesses by all users. Each symptom is linked to an ordered list of steps forming a procedure for treating the symptom, possibly including obtaining a return material authorization (RMA) identifier. The software records all symptoms for which a procedure was provided to the user. If an RMA identifier is assigned, the recorded symptoms are associated with the RMA identifier. Resource planning software at the service depot provides a plan consistent with the recorded symptoms accessed by the RMA identifier. As a consequence of use of the software, products are less likely to be sent to the depot, and turnaround time at the depot is reduced, thereby improving customer satisfaction with the product and product support.

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First Claim