Required Information when Asking for Tech Support

When requesting tech support, it is important to include a substantial amount of information with your initial request. All the details should be in a single message in case the technician receiving the message needs to forward it to another technician. When contacting Capital Vending for support, you will receive an auto reply within 1 minute after you submit the request. If you do not receive an email confirmation, we have not received the request. Check your spam. Do not open an additional ticket for the same issue because this may close the earlier ticket. When contacting a manufacturer, include the serial number of the machine.

The following information should be included with your request:

A detailed explanation of how the host machine was tested by a technician before the parts/kit were ordered. If the testing was conducted by teleconference, please forward a link to the video; this is extremely helpful. If the pretesting was in person, forward a copy of the invoice with the details. 

If the component/kit that was ordered fails the component acceptance test, we can help. Please provide a very detailed description of the issue. We have host machines on hand to test all dollar bill changer kits we sell, so we can help with a host machine failure. In the event you did not have a technician verify the host was working before the kit/parts were ordered, your technician will need to solve this problem, as we do not have every possible host machine on hand for testing. The host machine manufacturer is another option for troubleshooting.

Once the repairs are complete, update the service records of the machine so the information is available for the next technician who repairs the machine.