TABLE OF CONTENTS

• Important Information
• Common Issues
• Troubleshooting Guides
  • Power Issue - Known Defect
    • Identifying the issue
    • Before getting started:
    • Troubleshooting
  • Issue Number Two
    • Identifying the issue
    • Before getting started:
    • Troubleshooting
• Frequently Asked Questions
• Quick Setup Guide
• What's Included in The Box?
• Canned Responses

Important Information

• M8 devices in AU - Only seem to be a small batch of M8's with defects so usually am doing an initial replacement unless cx stated they are very unhappy. If the 2nd replacement is faulty I then suggest an upgrade.

• M8 devices in US - All M8 devices in stock seem to be faulty and getting a lot of emails regarding this. Offering upgrade straight away - Please ask Jennine for exact protocol.

• No known issues with M8 devices in UK

Common Issues which indicate Fault

1. Not turning on
2. Not turning off or changing speed
3. Not charging

Troubleshooting Guides

Power Issue - Known Defect

Identifying the issue

If a customer has contacted regarding their Dr Pen M8 and is exhibiting any of these symptoms it is more than likely affected by a known manufacturing defect

• M8 not holding charge
• M8 taking X hours to charge
• M8 works when plugged in but not holding charge
• Pen not holding charge
• Pen won't turn off until it runs out of battery
• Can't change the level on the pen

Before getting started:

 Check the customers order to make sure they purchased their product through us and not a reseller.

Check to see if still in warranty

Ask for a video

This will more than likely be a replacement or a replacement upgrade.

Please add more information on replacement upgrade

Troubleshooting

1. Send canned response - Faulty M8 and remove any of the dot pointed questions that don't apply to what the customer has reported
   • This acknowledges that there are some devices affected and asks the probing questions to confirm that there device is eligible for upgraded replacement
     • Please add what questions you may need to ask to qualify for upgrade
   • Also asks whether or not the customer has enough cartridges to be eligible for replacing with A6S
2. If the customer has enough cartridges to be eligible to receive replacement cartridges pack - 7 or more for AU:
   1. Please send canned response M8 Replacement Upgrade - Cartridges
   2. Organize replacement to be sent to the customer with their A6S
3. If the customer does not have enough cartridges to be eligible to receive replacement cartridges
   1. Please send canned response M8 Replacement Upgrade - No Cartridges
   2. Organise replacement to be sent without cartridges
4. If there is any more to add to this please update 

Troubleshooting

1. Start with the most obvious stuff. e.g. Is the device plugged in?
   1. You can use tab to make a sub-list of steps
   2. e.g. Make sure they're plugged directly into a wall socket with no power board or extension cable
2. Make sure you're using very accessible language that everyone can understand.
   1. That means no overly complicated technical terms
3. Make sure you list every step as YOU would do it. That includes what to do with the ticket
4. If the end of the troubleshooting is a replacement then put that in

Frequently Asked Questions

• How long will the pen last? If cared for properly the pen can last approx.. 3 years or more
  • 3-4 hours - Battery lasts

Quick Setup Guide

If there already exists a quick set up guide link it here

Bonus points if there is a video

What's Included in The Box?

• 1x Dr.Pen M8 Device
• 2x 16 needle cartridges
• 1x AU Charger adapter
• 1x USB charger cable
• 1x instruction manual
• 1x travel case

Canned Responses

List any canned responses relevant to this device here

FM8 - Faulty M8 

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WORK IN PROGRESS

M8 Replacement Upgrade - Cartridges

M8 Replacement Upgrade - Cartridges

If you have any cartridges for the M8 unfortunately they will not fit the A6S device.