By Kevin Cross
It happens to everyone in a lab at some point, your machine breaks down. Now what do you do to get the machine up and running as fast as you can? You try a few “tricks of the trade” that you’ve learned over the years and yet you still can’t get the machine up and running. Now it’s time to make the call to technical support at the machine manufacturer to get some help. While just grabbing the phone and calling the 1-800 number and telling whomever answers the phone that your machine is down seems like the right place to start, if you take a couple of minutes to prepare for the call you will likely get quicker results. “Something isn’t working right” or “it’s making bad lenses” usually leads to lengthy phone calls and discovery machines. Let me explain further.

Before calling, be sure to have the exact error code and any error messages that are being displayed so you can accurately relay that information to the tech – pictures or screenshots of the display are always a great tool. Also, try and make the call from an area close to the machine so that you can walk the tech through some basic and current machine settings. If your machine is capable of remote diagnostics, be sure to have the internet connection active so the tech can access the machine without much delay. Lastly, be thorough with your explanations – you can expedite the solution by documenting as many important details as possible. This type of minimum preparation can help you get back up and running quickly while hopefully avoiding unnecessary downtime and a costly service visit. Kevin Cross, Schneider Optical Machines


Labtalk June 2020