Customer service

From MB Wiki

MotionBased is all about the community. Helping others troubleshoot their problems can be easy for most if you follow some of the procedures documented here. If you are looking to contact customer service you may do so from our customer service (http://www.motionbased.com/support/service/view.mb?tile=support.service.index) page.

Table of contents

1 Permissions 2 Get the Username 2.1 Search for Username 3 Equipment Determination

Permissions

Note that every MotionBased user has different permissions that will allow them to better serve other users at MotionBased. The roles that affect customer service functions are:

1. MotionBased Lite
2. MotionBased Standard
3. MBTester
4. Customer Service

These roles are listed in order of capabilities.

Get the Username

The username is the first step to always helping someone. The best way to find someone's username is to ask for it.

Some people may be confused about which username to give. Be sure you clarify the MotionBased Username. Other potential usernames that people incorrectly give are as follows:

• Windows Login
• Garmin Training Center User Profile

Search for Username

If the person does not know their login information for MotionBased you can help based on your level of permissions.

MotionBased Lite or Standard Permissions

There are no great ways for Standard/Lite users to search another customer by any information beyond username. This is to protect the privacy of those users that wish not to share their personal information.

You should suggest to the person you are helping to use the forgot username scenario. Then have them provide their username to you once the email is received.

MBTester or Customer Service

1. Open the TrailNetwork in a browser.
2. Enter any part of personal information into the Keywords text field
   1. username (sometimes they may know partial username)
   2. First Name
   3. Last Name
   4. email address
3. Make sure only "User" search criteria check-box is checked (not Activity or location)
4. Click on Users-Testers link on the left side menu
5. A listing of matching users should appear providing Name, email and username
6. Click on a row to view the activities performed
   1. Verify the location of the activities are in the area of the person in need of assistance

Equipment Determination

Knowing which GPS unit the customer has is one of the most important things. Knowing the version of the firmware is also important. Follow these tips to find out which device and firmware is being used.

1. Find the username of the customer of interest
2. Type the URL of the username by viewing their shared digest.
3. Choose the first activity that is presented (sorted by most recent first)
4. The Dashboard Summary will be shown at first, but click on Equipment to see details about which device was used.