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Dr Pen M8Updated 2 years ago

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 

Thank you for contacting us, we would be happy to assist you with this!

There have been a select few of the M8 devices that have had this issue. We have been working with our manufacturer to identify the affected devices, however it may be that you have received one that was missed.

To ensure that the M8 device you have is one of those affected and we aren't able to assist you in getting it working would you mind answering the following questions:

  • If your device won't turn off have you tried holding the power button for 3 seconds?
  • If it won't turn on can you please try to charge the device from your laptops USB port?
  • If the device turns on are you able to change the power level on the device?


Below is for AU only:


Once we have determined your M8 is faulty, we would like to offer you an upgraded replacement to the Dr Pen A6S as compensation. The A6S pen is one of our best sellers and most powerful Microneedle Pen we have! You can view more information on this device by clicking here. 


Also please let us know how many M8 cartridges you have as if you still have a complete pack (10 cartridges) or maybe just used 1 cartridge you will be able to return those for cartridges to us for a pack compatible for the A6S!


Please let us know the information requested above and if you would be interested in the upgraded replacement


We apologize for any inconvenience and look forward to hearing from you


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WORK IN PROGRESS

M8 Replacement Upgrade - Cartridges


Here's your return label for the cartridges.

Please let us know the tracking information for that return. 

Once we have received that tracking information from you we will organize your replacement to be sent out. 

Can you please also provide us with a video




We will be happy to give you a free upgrade of our best selling pen, the A6S device. The A6S pen is one of our best sellers and most powerful device we have. Please see link below : https://drpen.com.au/collections/shop-now/products/dr-pen-ultima-a6s-professional-plus.
 
Thank you and please let me know how you would like to proceed with this matter.


M8 Replacement Upgrade - Cartridges



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

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