| 摘要 |
Software (120) hosted on a server (102) aids a user (110) having a possibly defective product (160) at a user workstation (108) coupled by a network (112) to the server (102) in performing diagnostics of the product (160), and as needed, perparing a label (164-) for shipping the product to a service depot for analysis, test, maintenence, repair, upgarde, and/or replacement. The software (120) includes a product support database (130) having records for preparing presentations to the user. As a consequence of the use of the software (120), products (160) are less likely to be sent to the depot, and turnaround time at the depot is reduced, thereby improving customer satisfication with the product and product support.
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