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UPDATED DELVOTEST COMPLAINT FORM, Clear this up // not obvious Also…

- - - - Devices
        
        Delvotest® Accelerator Smart
        
        What's your 'DAS ID'?
        Show them pictures on how to find it, maybe also ask them to upload a picture just to be sure
        
        Please select the option that best describes your issue
        
        My device is not heating properly
        
        My device doesn't power up
        
        My device gives wrong results for my test
        
        My device displays an error message
        
        My device is not able to establish a connection with my computer
        
        Something else
        
        My device does not let me complete a calibration
        
        1 more item...
        
        My device is not able to start an incubation
        
        1 more item...
        
        My device doesn't produce an IP address
        
        1 more item...
        
        My device's barcode scanner is not working
        
        1 more item...
        
        Something else
        
        5 more items...
        
        My device doesn't let me install a software update
        
        1 more item...
        
        Delvo®Scan
        
        When did you purchase this device?
        Select/Type Year
        
        Please select the option that best describes your issue
        
        My device doesn't power up
        
        My device gives wrong results for my test
        
        My device displays an error message
        
        My device is not able to establish a connection with my computer
        
        Something else
        
        Please describe the issue
        (Ask them to attach any images / screenshots where possible)
        
        1 more item...
        
        My device doesn't let me run a calibration
        
        Delvotest® Mini S
        
        When did you purchase this device?
        Select/Type Year
        
        Please select the option that best describes your issue
        
        My device doesn't let me set a new program
        
        My device displays an error message
        
        Please select which error message is displayed on the device
        
        3 more items...
        
        My device doesn't heat up properly
        
        My device doesn't power up
        
        My device gives wrong results for my test
        
        Delvotest® Plate Incubator
        
        When did you purchase this device?
        Select/Type Year
        
        Please select the option that best describes your issue
        
        My device doesn't power up
        
        My device is not heating properly
        
        My device displays an error message
        
        Please select which error message is displayed on the device
        
        6 more items...
      - Tests
        
        Who did you buy your tests from?
        Please attach invoice/receipt documenting proof of purchase
        
        Enter Batch ID
        [NB: From this we're able to:
        
        Determine the Test Line (e.g., Delvotest T, SP NT, etc.); and
        
        Determine whether expiry date occurred or not
        
        Determine test format (plates vs ampoules)
        
        [NB: Need to make sure it's automatically all caps] // need to make sure that includes the 'sub-batch' A/B/C etc.
        
        IF = Plates
        
        IF = Delvotest SP NT
        
        Please describe the conditions in which you have kept your tests stored.
        e.g., Refrigerated? If so, at what temperature? etc.
        
        1 more item...
        
        IF = Delvotest T
        
        IF = Delvotest P
        
        [[ Wording needs to be improved here, but in essence we want to say something like — For Delvotest P, the best channel to get support is available in the following link ]]
        
        IF = Delvotest SP NT (China)
        
        IF = Ampoules
        
        IF = Delvotest SP NT
        
        IF = Delvotest T
        
        Please describe the conditions in which you have kept your tests stored.
        e.g., Refrigerated? If so, at what temperature? etc.
        
        1 more item...
        
        IF = Delvotest P
      - Milk controls
        
        Please enter your Delvotest® Milk Control's Batch ID
        [NB: From this we're able to:
        
        Determine which SKU was used (species <> NEG/POS <> POS type)
        
        Determine the expiry date
        [NB: Need to make sure it's automatically all caps incl/ pre-done forward slash / ]
        
        Did you have a problem during incubation?
        
        No, I noticed a problem before use
        
        Please describe the issue
        (Ask them to attach any info if applicable)
        
        Yes
    - - What's your 'DELVO-GO' ID?
        
        [[ Point to consider: we might at this stage just ask for info about their account and which test run they're referring to before adding too much on this tree so that we can get them to describe their issue and learn from the way users are articulating issues / complaints about the Go <> ampoules. From those learnings, we can better figure out what logic branches are most effective for helping them ]]
    - - Missing items
        
        Please upload any images to help us understand your issue
      - Damaged product
        
        Gel consistency e.g. liquid agar (the 'purple gel' in your plates/ampoules)
        
        Who did you buy your tests from?
        Please attach invoice/receipt documenting proof of purchase
        
        Enter Batch ID
        [NB: From this we're able to:
        
        Determine the Test Line (e.g., Delvotest T, SP NT, etc.); and
        
        Determine whether expiry date occurred or not
        
        Determine test format (plates vs ampoules)
        
        [NB: Need to make sure it's automatically all caps] // need to make sure that includes the 'sub-batch' A/B/C etc.
        
        IF = Plate
        
        If applicable, please select which wells you noticed the issue
        
        1 more item...
        
        IF = Ampoules
        
        Please select which ampoules from your grid/package the tests relevant to this complaint came from
        [[NB: need to allow for 25s, 10s and 5s; also, specify based on foil & grid print the direction in which to look at their grid cell references]]
        
        1 more item...
        
        Irregular volume of agar (the 'purple gel' in your plates/ampoules)
        
        Agar (the 'purple gel' in your plates/ampoules) arrived already yellow / not the usual purple (i.e., infection / discolouration)
        
        False results