Datawind
Frequently asked questions (Tech_support)
Q1: How can I install an application which is not available on play store or slide me?
Ans: Go to settings in your device – Security -> Unknown Sources -> Allow install of non-Market Applications (Enabled) Then try installing your app.
Q2: can I connect internet to pc with this tablet?
Ans: yes, there are 2 ways to connect to pc
1) if you have a working data plan, just connect the tablet with pc using provided data cable and go to Settings>> more>> tethering & portable hotspot>> enable the usb tethering option
2) setting>> more tethering and portable hotspot>> turn on portable hotspot >> select hotspot setting >> you can change the name and password from here >> click save. now in laptop search for wifi >>choose the connection name of your device from list and connect >> provide the password that you set in your device>> connected.
Q3: my SD card is not working in your tablet/ not getting detected by tablet?
Ans: 1) it may be because of password protection on your SD card. Kindly use that after removing the password.(if not)
2) after inserting SD card >> go to Storage >> mount SD card
(if same problem persist first try multiple SD cards else go through recovery process .)
Q4: customer is getting Dongle connectivity problem
Ans: explain them about compatible dongle. If compatible guide through APN setting else inform the same.
Q5: there is no Google play store option from where I can download games and application?
Ans: you can download any game or application from slide me option available in tablet for better search you can educate about mobogiene / mobomarket.
Q6: I have an application which is not working in your tablet.
Ans: it may be because of an incompatible version. Please download the compatible & updated version from slide me or www.apkfiles.com. (if it run on internet connection then guide them to check internet connectivity)
Q7: on purchasing time I have been told that its battery backup is upto 3-5 hours but I am only getting 2 hours of battery back up.
Sol- sir, I would suggest you to kill all unwanted apps working in background ( setting>>apps>running>> select app and click force stop) as that is using battery indirectly. And use the recommended settings only. Charge the mobile in switch of mode for 3-4 hours. You will definitely get atleast 5 hours of battery back ( if not the send service center)
Q8: I am unable to download anything directly to SD card
Ans: you can install dolphin browser from slide me which will enhance your internet experience and also provide option to download directly into SD card storage ( moreover, you can change settings goto settings>> storage>> change default location to SD card.)
Q9: I am unable to receive files from other phones via BT.
Ans check the memory available according to content else goto setings>blutooth>>option >> visibility timeout>>select never time out option from menu.
Q10: GPRS Problem
Ans: confirm error message>> if E signals are there but net not working then make sure wifi is off else guide him to connect service provider
If not getting GPRS signal provide APN setting accordingly . settings>>more>>mobile network>> turn on mobile data and data roaming option>>
In case of 3G phone- also select auto mode option in network mode.
>>access point name
>>select new APN from option
>>provide connection name and APN according to operator>> save >> then select that profile>> restart
Q11: I have been told that phone has 4 GB internal memory but it is just showing around 2 GB
Ans: 4 GB is flash memory / shared memory. More than 1.5 GB is occupied by android OS and inbuilt apps provided & rest is for external storage.
Q12: not getting network after inserting sim.
Ans: make sure device has been restarted after inserting sim. Else go through manual network selection.
inform to use muntiple sims as it may be sim problem
(In case of 3g phone- make sure gsm and wcdma auto mode is selected in network mode)
(if dual sim phone – goto settings>>sim management>>both sims should be active
Q13: Hanging problem while using particular app
Ans: app may be of incompatible version inform to download from slide me / apkfiles.com
Q14: hanging problem while normal operation.
Ans: go to setting>>Apps>>running>> RAM should me free upto 100 MB for proper working of device.
>> if not then kill some applications from there else try reset.
Q15: Application and games available on Google play store are not available on Slide me.
Ans: it depend upon compatibility of apps. Only the apps would be shown in slide me which is supported by tablet configuration (same happens on play store also) as slide me or Google play store automatically picks the model/brand of device.
or you can try alternatives like apkfiles.com, mobogiene/mobomarket.
Q16: sometime I am unable to contact Datawind helpline as some time line remains busy or my call got disconnected while being on IVR.
Ans: in such case for any query or complaint you can logon to our website www.Datawind.com >>service request>>provide your Email and Mobile no. >> Log your complaint and click save
You will get call from datawind itself within 48 hrs for solution.
Q17: I am unable to play motion games and also auto rotate feature.
Ans Check the G-sensor availability in that device. go to settings>>display>>tick auto rotate option>> gravity calibration>> place tab on flat surface>>click reset/ calibrate option on screen>> restart
Q18 : how can I move Apps to SD card
Ans: Please go to Settings – Apps - Downloaded – move to SD card
Q19: touch is not working properly.
Ans: ask about exact issue whether device screen got pressure on it or is dropped accidentally.
guide to go to settings >> developer option >> turn pointer location on >> now move your finger over the screen and check if all screen is working or not. if some part is not working send them to ASC.
if screen is ok >>> try restore factory settings else contact service center
Q20: Pattern lock
Ans: go through recovery process to remove pattern lock ( remove sim and SD card before Recovery )
Q21: Why your latest version of TAB 3G7 & 7CZ Dual Sim doesn’t support google services.
Ans: because we are having no more contract with google for its service. we are looking forward to resolve this problem
Q22: I am not supposed to move my inbuilt applications to SD card although option is available in your TAB’S.
Ans: option is available but you can move only downloaded apps to your SD card, in case of inbuilt app option would get disable. Inbuilt apps can’t be deleted or moved to external storage.
Q23: Why your previous version of 7C+edge with center camera hangs a lot as compare to corner camera with same configuration.
Ans: There is no such problem in previous versions it all depends on usage of device. if you usually use multiple applications or heavy apps at a time then make sure that you have stopped the apps that are not in use. also in latest versions unwanted apps get killed automatically
Moreover, we suggest you to download apps or games from slide me / mobogenie/mobomarket for updated and compatible version of tablet. And still if you face any problem in device we are here to help you.
Q24: Why latest version of Whats app doesn’t support in your TAB.8
Ans: only that you need to download is mobogenie, from there you can download whats app and also many applications of the latest with latest version in your tablet
Also for whats app you can follow the following link http://www.whatsapp.com/android
Q25: Why user storage of your Tab has divided into Internal and USB, while it should be only single storage memory and for expanding we do have an option of SD card.
Ans: It is for the reason of allotting different space for different process of the tablet to avoid the conflict between two different tasks. further you can use SD card according to your usage.
Q26: Display clarity in updated version of your TAB is comparatively not great.
Ans: we are providing almost all of the facilities in our tablet that you usually found in normal android tab and also at a very affordable price. We will forward your feedback to our concern department to further provide you best experience of tablet in our newer versions.
Q27: Why you have compatibility issue with the USB Dongle needs to attach for accessing 3G service.
Ans: we would like to inform you that there are almost thousands of usb Dongle vendors so all can’t be compatible with any single device available in market. But most of the USB dongles that customer is using are compatible with our tablet and also we are further looking for adding many other vendors in our compatibility list for customer convenience.
Q28: Why we are unable to upgrade Slide-Me app store available in your TAB.
Ans: slide me is an inbuilt apps store in tablet. You do not need to update it. it will get updated automatically if any update is made by slide me publisher.
Q29: Why battery back-up is quite low in your 7c+edge Tab with center camera.
Ans: standard battery backup that we are providing is 3-5 hours. That further depends on use of device. For proper battery backup we would suggest you to charge device for 3-4 hours in routine and use only the recommended settings of device in order to get battery backup of 3-5 hours.
Q30: What is the standard battery back –up of your devices.
Ans: standard battery backup that we are providing is 3-5 hours. That further depends on use of device. For proper battery backup we would suggest you to charge device for 3-4 hours in routine and use only the recommended settings of device in order to get battery backup of 3-5 hours.
Q31: Why my devices gets hang at the time of downloading the application through high speed network beyond size limit of 100-200MB.
Ans: GPRS connection doesn’t support downloading of large files. For downloading apps of size beyond 100mb you need a WiFi connection.
Q32: What is the possible way to move inbuilt media like images/videos from TAB to SD card.
Ans: to move images and videos from internal to external storage go to file manager>> select the files that you want to move from internal memory to SD card >> select cut >> then go to SD card select the location and paste.
Q33: Why SIM network in the TAB automatically gets lost after an hour.
Ans: there is no such problem in the tabs. it depend on the network coverage of your network provider you can try manual network search in such caes.
Q34: Why device gets over heated after 3-4 hours of charging.
Ans: if you are facing such problem it may be battery issue. Please visit the nearest service center for rectification.
Q35: Please suggest possible way to share my LAN network with the TAB.
Ans: 1) connect multipurpose LAN adapter with device
2) Attach 1 end of LAN with adapter and other with Modem
3) Go to network and sharing center in pc >> on left top side click change adapter setting
4) Right click on LAN connection>> properties>> select internet protocol version 4
5) Now, device go to settings >> more>> Ethernet >> advance configuration
6) Uncheck DHCP MODE
7) Now, fill all details like IP, subnet mask from pc in Tablet then click ok.
8) use Ethernet option would checked marked, now you can use LAN connectivity
Q36: Why device takes so long time to boot up after it gets dead for 1-2hr
Ans: when we turn on mobile after 1 -2 hour it takes time to transfer device drivers, apps, user personalized settings, and contacts of SIM etc. from storage to RAM that’s why it takes bit long time to boot than normal. We are working on decreasing the boot time of device to further improve device performance.
If you want system to boot quickly then you can go to settings>> accessibility>> check mark the Quick boot option.
Q37: Customer didn’t receive the benefit as per the running offer.
Ans: in courier box you would receive a thank you letter with a number and an e-mail address. To get the offer benefits you need to call on the provided number from there you can get the details. ( in case thank you letter not received forward the concern to respective dept.
Q38: SIM detection issue
Ans: ask customer for the type of sim ( as our tab support standard sims oly) after inserting sim restart the device (or turn on airplane mode for a while then turn that off) and wait for 10 sec. if not showing network then make sure sim is inserted properly. Ask cutomer to try different sim >> if not resolved go through recovery process >>> otherwise redirect them to service center.
(In case of 3g device – go to settings >> more>>mobile network>> network mode>> select GSM and WCDMA auto mode)
Q39: DOA issue related concern.
Ans: in case of dead device received>> ask them to charge device for 3- 4 hour with charger >> if not resolved ask to charge with usb or a different charger >> if not resolved then maintain the proper remarks ( DOP , from where purchased, resolution tried etc) and ask them to visit service center for DOA letter in case of E-commerce site.
Q40: Service center is asking for charges from the customer for within warranty devices.
Ans: we are providing 1 year warranty of devices which further depends on some conditions. If the device submitted is violating any of the condition only then service centers would charge for the same otherwise repair would be free of cost.
Q42: Customer’s still didn’t receive the device after making prepaid payment.
Ans: kindly share the order id or mobile no.,which you provided on booking time we will let you know why your device is still not delivered and will definitely resolve this
Q43: Customer requiring better version of play store apart from Slide me/ Amazon.
Ans: for better search results you can use mobogeine, mobomarket.
Q44: Can I connect 3G dongle with 3G device?
Ans: you can directly insert the 3g activated sim in tablet to access 3g services no need to attach an external dongle for the same.
Q45: How to access 3G service on 2G or Edge device?
Ans: you can use dongle in order to use 3g service in non-3G device
Q46: What is memory of the device? How it is partitioned?
Ans: Device has 4GB Flash memory. Around 1 & half GB is occupied by Android OS and default applications. Rest of the memory is given for saving files
Q47: What is expandable memory of the device?
Ans: Upto 32Gb Micro SD card or USB Pen drive can be used with the device to expand the memory
Q49: Youtube application is not there in the device?
Ans: We have a good application called PVStar+ in the device from where we can search and view the videos we want Or you can download youtube app from mobogiene/mobomarket.
Q50: Ads are popping up automatically on device screen, I do not want them, how can I stop them?
Ans: Please disable ‘Ad Lock’ application from Settings>>Apps>>All applications. Ads will stop popping up.
Q51: Is there any Educational books available in device? From where can I read them?
Ans: yes there is a inbuilt option Datawind Education, from there you can get CBSE pattern syllabus for 1 to 12th class. Also you will find a option ck-12 in this you can get any information on science and mathematics for student as well as on teacher level. Device should be connected to a good internet connection.
Q52: Can I access 3g internet in both slots of 3G dual sim device?
Ans: Both Sim slots of 3g device support 3g internet facility. If 2 sim cards installed, 3g internet can be used on both one by one by switching one to another.
Q53: How can I use Internet Ubisurfer Browser in the device?
Ans There is an application named Ubinfo, need to fill in the required information there. Once done, launch the Ubi browser it will get connected to a server. It has an advantage that it works on Data compression techonology and gives us the web pages as fast speed.
Q54: If GPS is there in Datawind device?
Ans: GPS is provided in 7Cz dual sim (with MTK Processor) having 512Mb RAM, 3G7 dual sim having 1Gb RAM and Pocketsurfer 3G5 having 512Mb RAM. It can be enabled or disabled from Settings.
Q55: How can I configure Gmail or other accounts as Google service is not available in you devices?
ans: to configure Gmail got option of UBI mail provide the username and password that you want to configure>> click next >>again next. now you can send and receive Email.
Q54: device is not turning on ( dead device)
ans: 1) ask customer to please charge the device for 3-4 hours( also ask that its showing charging indications or not)
2) if not solved ask to try different charger ( if not solved)
3) ask customer to plug the charger in device then go through reset procedure (else divert to ASC)
Q55: customer facing device auto hang issue
ans: ask customer to go to settings>> apps>> running >> check if RAM is free upto 100 mb or not >> if not then ask force stop some apps from there.
also ask customer to install clean master/ DU speed booster/ trash clear apps to formate the junk files from device to keep space free for running apps.
Q56: customer facing stuck on datawind logo issue
ans: 1) ask customer to charge device for 3-4 hours then try
2) else go through reset process when logo is running while keeping the charger plug in
3) else go through recovery steps
Q57: my inbuilt apps got deleted how can i recover those again?
ans: go through factory reset procedure all apps would get recover.
Q58: How to attach the tablet with printer?
Ans: Need to install Printshare app. Device and Printer should be connected to the same Wifi connection and app can be used for printing. Open the app and select the printer. We can select the contacts, Images or other media for printing.
Q59: Please provide me information in which tablet hot-spot option is not available?
Ans: only in 7c+ & 7cx , hotspot option is not available.
Q60: How to connect keyboard with tablet, if the keyboard isn't connecting to device what troubleshooting steps are required for solving customer concerns?
Ans : simply you have to connect keyboard to tablet via OTG cable in order to use that.
(in case of any problem )Need to check key board with other devices like PC or mobile and check whether it is working with it or not. else try another OTG cable.
for any clarification or in case of any new issue kindly revert to kulbir.kaur@datawindcorp.com
Frequently asked questions (Tech_support)
Q1: How can I install an application which is not available on play store or slide me?
Ans: Go to settings in your device – Security -> Unknown Sources -> Allow install of non-Market Applications (Enabled) Then try installing your app.
Q2: can I connect internet to pc with this tablet?
Ans: yes, there are 2 ways to connect to pc
1) if you have a working data plan, just connect the tablet with pc using provided data cable and go to Settings>> more>> tethering & portable hotspot>> enable the usb tethering option
2) setting>> more tethering and portable hotspot>> turn on portable hotspot >> select hotspot setting >> you can change the name and password from here >> click save. now in laptop search for wifi >>choose the connection name of your device from list and connect >> provide the password that you set in your device>> connected.
Q3: my SD card is not working in your tablet/ not getting detected by tablet?
Ans: 1) it may be because of password protection on your SD card. Kindly use that after removing the password.(if not)
2) after inserting SD card >> go to Storage >> mount SD card
(if same problem persist first try multiple SD cards else go through recovery process .)
Q4: customer is getting Dongle connectivity problem
Ans: explain them about compatible dongle. If compatible guide through APN setting else inform the same.
Q5: there is no Google play store option from where I can download games and application?
Ans: you can download any game or application from slide me option available in tablet for better search you can educate about mobogiene / mobomarket.
Q6: I have an application which is not working in your tablet.
Ans: it may be because of an incompatible version. Please download the compatible & updated version from slide me or www.apkfiles.com. (if it run on internet connection then guide them to check internet connectivity)
Q7: on purchasing time I have been told that its battery backup is upto 3-5 hours but I am only getting 2 hours of battery back up.
Sol- sir, I would suggest you to kill all unwanted apps working in background ( setting>>apps>running>> select app and click force stop) as that is using battery indirectly. And use the recommended settings only. Charge the mobile in switch of mode for 3-4 hours. You will definitely get atleast 5 hours of battery back ( if not the send service center)
Q8: I am unable to download anything directly to SD card
Ans: you can install dolphin browser from slide me which will enhance your internet experience and also provide option to download directly into SD card storage ( moreover, you can change settings goto settings>> storage>> change default location to SD card.)
Q9: I am unable to receive files from other phones via BT.
Ans check the memory available according to content else goto setings>blutooth>>option >> visibility timeout>>select never time out option from menu.
Q10: GPRS Problem
Ans: confirm error message>> if E signals are there but net not working then make sure wifi is off else guide him to connect service provider
If not getting GPRS signal provide APN setting accordingly . settings>>more>>mobile network>> turn on mobile data and data roaming option>>
In case of 3G phone- also select auto mode option in network mode.
>>access point name
>>select new APN from option
>>provide connection name and APN according to operator>> save >> then select that profile>> restart
Q11: I have been told that phone has 4 GB internal memory but it is just showing around 2 GB
Ans: 4 GB is flash memory / shared memory. More than 1.5 GB is occupied by android OS and inbuilt apps provided & rest is for external storage.
Q12: not getting network after inserting sim.
Ans: make sure device has been restarted after inserting sim. Else go through manual network selection.
inform to use muntiple sims as it may be sim problem
(In case of 3g phone- make sure gsm and wcdma auto mode is selected in network mode)
(if dual sim phone – goto settings>>sim management>>both sims should be active
Q13: Hanging problem while using particular app
Ans: app may be of incompatible version inform to download from slide me / apkfiles.com
Q14: hanging problem while normal operation.
Ans: go to setting>>Apps>>running>> RAM should me free upto 100 MB for proper working of device.
>> if not then kill some applications from there else try reset.
Q15: Application and games available on Google play store are not available on Slide me.
Ans: it depend upon compatibility of apps. Only the apps would be shown in slide me which is supported by tablet configuration (same happens on play store also) as slide me or Google play store automatically picks the model/brand of device.
or you can try alternatives like apkfiles.com, mobogiene/mobomarket.
Q16: sometime I am unable to contact Datawind helpline as some time line remains busy or my call got disconnected while being on IVR.
Ans: in such case for any query or complaint you can logon to our website www.Datawind.com >>service request>>provide your Email and Mobile no. >> Log your complaint and click save
You will get call from datawind itself within 48 hrs for solution.
Q17: I am unable to play motion games and also auto rotate feature.
Ans Check the G-sensor availability in that device. go to settings>>display>>tick auto rotate option>> gravity calibration>> place tab on flat surface>>click reset/ calibrate option on screen>> restart
Q18 : how can I move Apps to SD card
Ans: Please go to Settings – Apps - Downloaded – move to SD card
Q19: touch is not working properly.
Ans: ask about exact issue whether device screen got pressure on it or is dropped accidentally.
guide to go to settings >> developer option >> turn pointer location on >> now move your finger over the screen and check if all screen is working or not. if some part is not working send them to ASC.
if screen is ok >>> try restore factory settings else contact service center
Q20: Pattern lock
Ans: go through recovery process to remove pattern lock ( remove sim and SD card before Recovery )
Q21: Why your latest version of TAB 3G7 & 7CZ Dual Sim doesn’t support google services.
Ans: because we are having no more contract with google for its service. we are looking forward to resolve this problem
Q22: I am not supposed to move my inbuilt applications to SD card although option is available in your TAB’S.
Ans: option is available but you can move only downloaded apps to your SD card, in case of inbuilt app option would get disable. Inbuilt apps can’t be deleted or moved to external storage.
Q23: Why your previous version of 7C+edge with center camera hangs a lot as compare to corner camera with same configuration.
Ans: There is no such problem in previous versions it all depends on usage of device. if you usually use multiple applications or heavy apps at a time then make sure that you have stopped the apps that are not in use. also in latest versions unwanted apps get killed automatically
Moreover, we suggest you to download apps or games from slide me / mobogenie/mobomarket for updated and compatible version of tablet. And still if you face any problem in device we are here to help you.
Q24: Why latest version of Whats app doesn’t support in your TAB.8
Ans: only that you need to download is mobogenie, from there you can download whats app and also many applications of the latest with latest version in your tablet
Also for whats app you can follow the following link http://www.whatsapp.com/android
Q25: Why user storage of your Tab has divided into Internal and USB, while it should be only single storage memory and for expanding we do have an option of SD card.
Ans: It is for the reason of allotting different space for different process of the tablet to avoid the conflict between two different tasks. further you can use SD card according to your usage.
Q26: Display clarity in updated version of your TAB is comparatively not great.
Ans: we are providing almost all of the facilities in our tablet that you usually found in normal android tab and also at a very affordable price. We will forward your feedback to our concern department to further provide you best experience of tablet in our newer versions.
Q27: Why you have compatibility issue with the USB Dongle needs to attach for accessing 3G service.
Ans: we would like to inform you that there are almost thousands of usb Dongle vendors so all can’t be compatible with any single device available in market. But most of the USB dongles that customer is using are compatible with our tablet and also we are further looking for adding many other vendors in our compatibility list for customer convenience.
Q28: Why we are unable to upgrade Slide-Me app store available in your TAB.
Ans: slide me is an inbuilt apps store in tablet. You do not need to update it. it will get updated automatically if any update is made by slide me publisher.
Q29: Why battery back-up is quite low in your 7c+edge Tab with center camera.
Ans: standard battery backup that we are providing is 3-5 hours. That further depends on use of device. For proper battery backup we would suggest you to charge device for 3-4 hours in routine and use only the recommended settings of device in order to get battery backup of 3-5 hours.
Q30: What is the standard battery back –up of your devices.
Ans: standard battery backup that we are providing is 3-5 hours. That further depends on use of device. For proper battery backup we would suggest you to charge device for 3-4 hours in routine and use only the recommended settings of device in order to get battery backup of 3-5 hours.
Q31: Why my devices gets hang at the time of downloading the application through high speed network beyond size limit of 100-200MB.
Ans: GPRS connection doesn’t support downloading of large files. For downloading apps of size beyond 100mb you need a WiFi connection.
Q32: What is the possible way to move inbuilt media like images/videos from TAB to SD card.
Ans: to move images and videos from internal to external storage go to file manager>> select the files that you want to move from internal memory to SD card >> select cut >> then go to SD card select the location and paste.
Q33: Why SIM network in the TAB automatically gets lost after an hour.
Ans: there is no such problem in the tabs. it depend on the network coverage of your network provider you can try manual network search in such caes.
Q34: Why device gets over heated after 3-4 hours of charging.
Ans: if you are facing such problem it may be battery issue. Please visit the nearest service center for rectification.
Q35: Please suggest possible way to share my LAN network with the TAB.
Ans: 1) connect multipurpose LAN adapter with device
2) Attach 1 end of LAN with adapter and other with Modem
3) Go to network and sharing center in pc >> on left top side click change adapter setting
4) Right click on LAN connection>> properties>> select internet protocol version 4
5) Now, device go to settings >> more>> Ethernet >> advance configuration
6) Uncheck DHCP MODE
7) Now, fill all details like IP, subnet mask from pc in Tablet then click ok.
8) use Ethernet option would checked marked, now you can use LAN connectivity
Q36: Why device takes so long time to boot up after it gets dead for 1-2hr
Ans: when we turn on mobile after 1 -2 hour it takes time to transfer device drivers, apps, user personalized settings, and contacts of SIM etc. from storage to RAM that’s why it takes bit long time to boot than normal. We are working on decreasing the boot time of device to further improve device performance.
If you want system to boot quickly then you can go to settings>> accessibility>> check mark the Quick boot option.
Q37: Customer didn’t receive the benefit as per the running offer.
Ans: in courier box you would receive a thank you letter with a number and an e-mail address. To get the offer benefits you need to call on the provided number from there you can get the details. ( in case thank you letter not received forward the concern to respective dept.
Q38: SIM detection issue
Ans: ask customer for the type of sim ( as our tab support standard sims oly) after inserting sim restart the device (or turn on airplane mode for a while then turn that off) and wait for 10 sec. if not showing network then make sure sim is inserted properly. Ask cutomer to try different sim >> if not resolved go through recovery process >>> otherwise redirect them to service center.
(In case of 3g device – go to settings >> more>>mobile network>> network mode>> select GSM and WCDMA auto mode)
Q39: DOA issue related concern.
Ans: in case of dead device received>> ask them to charge device for 3- 4 hour with charger >> if not resolved ask to charge with usb or a different charger >> if not resolved then maintain the proper remarks ( DOP , from where purchased, resolution tried etc) and ask them to visit service center for DOA letter in case of E-commerce site.
Q40: Service center is asking for charges from the customer for within warranty devices.
Ans: we are providing 1 year warranty of devices which further depends on some conditions. If the device submitted is violating any of the condition only then service centers would charge for the same otherwise repair would be free of cost.
Q42: Customer’s still didn’t receive the device after making prepaid payment.
Ans: kindly share the order id or mobile no.,which you provided on booking time we will let you know why your device is still not delivered and will definitely resolve this
Q43: Customer requiring better version of play store apart from Slide me/ Amazon.
Ans: for better search results you can use mobogeine, mobomarket.
Q44: Can I connect 3G dongle with 3G device?
Ans: you can directly insert the 3g activated sim in tablet to access 3g services no need to attach an external dongle for the same.
Q45: How to access 3G service on 2G or Edge device?
Ans: you can use dongle in order to use 3g service in non-3G device
Q46: What is memory of the device? How it is partitioned?
Ans: Device has 4GB Flash memory. Around 1 & half GB is occupied by Android OS and default applications. Rest of the memory is given for saving files
Q47: What is expandable memory of the device?
Ans: Upto 32Gb Micro SD card or USB Pen drive can be used with the device to expand the memory
Q49: Youtube application is not there in the device?
Ans: We have a good application called PVStar+ in the device from where we can search and view the videos we want Or you can download youtube app from mobogiene/mobomarket.
Q50: Ads are popping up automatically on device screen, I do not want them, how can I stop them?
Ans: Please disable ‘Ad Lock’ application from Settings>>Apps>>All applications. Ads will stop popping up.
Q51: Is there any Educational books available in device? From where can I read them?
Ans: yes there is a inbuilt option Datawind Education, from there you can get CBSE pattern syllabus for 1 to 12th class. Also you will find a option ck-12 in this you can get any information on science and mathematics for student as well as on teacher level. Device should be connected to a good internet connection.
Q52: Can I access 3g internet in both slots of 3G dual sim device?
Ans: Both Sim slots of 3g device support 3g internet facility. If 2 sim cards installed, 3g internet can be used on both one by one by switching one to another.
Q53: How can I use Internet Ubisurfer Browser in the device?
Ans There is an application named Ubinfo, need to fill in the required information there. Once done, launch the Ubi browser it will get connected to a server. It has an advantage that it works on Data compression techonology and gives us the web pages as fast speed.
Q54: If GPS is there in Datawind device?
Ans: GPS is provided in 7Cz dual sim (with MTK Processor) having 512Mb RAM, 3G7 dual sim having 1Gb RAM and Pocketsurfer 3G5 having 512Mb RAM. It can be enabled or disabled from Settings.
Q55: How can I configure Gmail or other accounts as Google service is not available in you devices?
ans: to configure Gmail got option of UBI mail provide the username and password that you want to configure>> click next >>again next. now you can send and receive Email.
Q54: device is not turning on ( dead device)
ans: 1) ask customer to please charge the device for 3-4 hours( also ask that its showing charging indications or not)
2) if not solved ask to try different charger ( if not solved)
3) ask customer to plug the charger in device then go through reset procedure (else divert to ASC)
Q55: customer facing device auto hang issue
ans: ask customer to go to settings>> apps>> running >> check if RAM is free upto 100 mb or not >> if not then ask force stop some apps from there.
also ask customer to install clean master/ DU speed booster/ trash clear apps to formate the junk files from device to keep space free for running apps.
Q56: customer facing stuck on datawind logo issue
ans: 1) ask customer to charge device for 3-4 hours then try
2) else go through reset process when logo is running while keeping the charger plug in
3) else go through recovery steps
Q57: my inbuilt apps got deleted how can i recover those again?
ans: go through factory reset procedure all apps would get recover.
Q58: How to attach the tablet with printer?
Ans: Need to install Printshare app. Device and Printer should be connected to the same Wifi connection and app can be used for printing. Open the app and select the printer. We can select the contacts, Images or other media for printing.
Q59: Please provide me information in which tablet hot-spot option is not available?
Ans: only in 7c+ & 7cx , hotspot option is not available.
Q60: How to connect keyboard with tablet, if the keyboard isn't connecting to device what troubleshooting steps are required for solving customer concerns?
Ans : simply you have to connect keyboard to tablet via OTG cable in order to use that.
(in case of any problem )Need to check key board with other devices like PC or mobile and check whether it is working with it or not. else try another OTG cable.
for any clarification or in case of any new issue kindly revert to kulbir.kaur@datawindcorp.com
Frequently Asked Questions (FAQs)
1.Application Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device?
16. Please let me know the on which application you are facing issue (Application should be supported to the device).
17. May I know what error massage that you are getting?
18. Error massages:-Unfortunately stopped/ Application crashed/ Unable to open
19. UNFORTUNATELY STOPPED:-
20. Please sir try to power off/ on your device with power button .( if it is not getting off/on then)
21. Then stop the running applications from:- settings> Apps > Running. Stop all the running applications one by one.
22. Sir please does reset. Device will reboot and then try using the application.
23. Sir /mam Please the put device on charging.(if getting charged then provide mandatoryinformation) if not
24. Try different charger> different Plug> USB cable etc.
(If not then)
25. If still not resolved then uninstall that particular application then re-install the application.
26. Ask customer to try the recovery process.(if it started working then on ) if not getting off/on
27. Then Provide service center address.
28. Inform customer to take the invoice and box while going to service center.
29. If Application crashed:-
30. Then ask customer to uninstall the application and reinstall it.
31. Unable to open:-
32. First Switch off the device with power button and again restart it.
33. If it is not working from the very first then try another updated version of the application.
34. If it is inbuilt application then reset, recovery and then service Centre.
35. Mandatory information:-
36. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
37. Please stop running applications.
38. Don’t apply live wallpapers on the display.
39. Keep the brightness of the device at MAX 30%.
40. Ask to turn off Wi-Fi/GPRS internet if not in use.
41. So that the battery consumes less and device won’t hang.
42. Is there anything else may I help you with.
43. Thank you for calling DATAWIND. Have a nice day.
Battery Backup issue
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. (Kindlybe informed agents: - our devices battery back is max 3 hour on continue use).
16. If it is less than 3 hours then provide mandatory information to the customer.
17. But if customer said that my device battery drains immediately after removing charger or fast draining after full charge.
18. Then move customer to the service Centre with ticket ID .
(Mandatory information:-
19. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
20. Please stop running applications.
21. Don’t apply live wallpapers on the display.
22. Keep the brightness of the device at MAX 30%.
23. Ask to turn off Wi-Fi/GPRS internet if not in use.
24. So that the battery consumes less and device won’t hang.
25. Is there anything else may I help you with.
26. Thank you for calling Datawind has a nice day.)
27. If battery backup is very less as it turns off with in few seconds after getting full charged then move to service center.
28. Inform customer to take the invoice bill and box to the service center.
Device dead/ Not getting on/Battery Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance I need some information from you please provide?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue.
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device?
16. Please sir try to power on your device with power button .( if it is not getting off/on then)
17. May I know when you have last charged your device?
18. Please turn the on with the help of power button.( if it is not getting off/on then)
19. Then ask customer to reset the device with reset hole.( if got restart then give)
20. Sir/mam may I know is charging symbol showing on your device. (if getting charged then provide mandatoryinformation) if not
21. Try different charger> different Plug> USB cable etc.
(If not then)
22. Ask customer to try the recovery process.(if it started working then ok ) if not getting off/on
23. Then Provide service center address. (And inform customer that)
24. Inform customer to take device invoice with him.
25. Also provide him the ticket number.
Mandatory information:-
1. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
2. Please stop running applications.
3. Don’t apply live wallpapers on the display.
4. Keep the brightness of the device at MAX 30%.
5. Ask to turn off Wi-Fi/Gprs internet if not in use
6. So that the battery consumes less and device won’t hang.
7. Is there anything else may I help you with.
8. Thank you for calling Datawind. Have a nice day.
Device
Hanging Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the theproblem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device
16. Sir/mam may I know when you face hanging issue on the device while normal use/ playing information or while using internet.
Ø (If device gets hanged while normal use).
17. Restart the device first. Get If does not get started then >
18. Reset the device by inserting a pin in reset hole on the device.
19. Battery level would be 30-40% or above If not then charge your device on switch off mode at least for 3-4 hours only. It also helps in Improving device battery backup.
20. Close the recent used applications either by clicking on recent apps button
21. Ask to Stop all running Applications. (MenuàSettingsàAppsàRunning). And stop all the running applications. ( it is because to keep the maximum RAM spacious to run the device smoothly.
&
22. MenuàsettingsàAppsàRunningàSHOW CACHED PROCESSESàStop all one by one
23. Download the clean master.
24. If still not resolved then need to do recovery (EDGE,CX, CZ) or Factory Data Reset.
Ø (If device gets hanged while using internet).
25. May I know is your device charged properly?
26. May I know are you opening any heavy website?
27. Restart the device first. Get If does not get started then >
28. Reset the device by inserting a pin in reset hole on the device.
29. Battery level would be 30-40% or above If not then charge your device on switch off mode at least for 3-4 hours only. It also helps in Improving device battery backup.
30. Close the recent used applications either by clicking on recent apps button
31. Ask to Stop all running Applications. (MenuàSettingsàAppsàRunning). And stop all the running applications. (it is because to keep the maximum RAM spacious to run the device smoothly.
&
32. MenuàsettingsàAppsàRunningàSHOW CACHED PROCESSESàStop all one by one
33. Download the clean master.
34. If still not resolved then need to do recovery (EDGE,CX, CZ) or Factory Data Reset.
35. If not resolved the moved to service center.
Ø (If device gets hanged while using particular application).
36. May I know is your device properly charged?
37. May I know which application you are using right now?
38. Restart the device first.
39. (*** if get started again the ask customer to use the device again and give him mandatory information)
40. If does not get started.
41. Reset the device by inserting a pin in reset hole on the device.
42. Ask customer to use updated version of the particular application.
43. Charge your device on switch off mode at least for 3-4 hours only. (It also helps in Improving device battery backup.)
44. Close the recent used applications either by clicking on recent apps button
45. Ask to Stop all running Applications. (MenuàSettingsàAppsàRunning). And stop all the running applications. (it is because to keep the maximum RAM spacious to run the device smoothly.
&
46. MenuàsettingsàAppsàRunningàSHOW CACHED PROCESSESàStop all one by one
47. Download the clean master.
48. If still not resolved then need to do recovery (EDGE,CX, CZ) or Factory Data Reset.
49. If not resolved the moved to service center.
50. If not resolved the moved to service center
G-Sensor not working:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If it is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Go to the settingsàAccessibility and check if auto rotate option is enabled.
15. If it is enabled then disable it and reset the device and enable it again.
16. Also try on different application and on home screen if screen is rotating or not.
17. If problem not resolved then recovery else move to service Centre with invoice bill.
GPRS Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. May I know are you getting SIM signals or not
16. (if sim signal are not coming then SIM/ network problem) settings )
17. (if SIM signal are coming then)
18. Sir/mam May I know are you getting G/E/3G signals or not?
19. Please tell what error massage you are getting while using internet.
20. May I know is internet plan activated on your SIM card?
21. Do you have sufficient balance in your sim card?
22. Go to settings> Data usage> Mobile data (turn it on)
23. Go to settings> More > Mobile Networks> Access Point Name> select APN according to SIM network ( if there is not any APN setting then create new APN)
24. After that Go to settingsàmoreàMobile network.
25. Select “Access Point Name”.
26. Click on 3 dots on right top side
27. Click on New APN to fill manually APN
28. Fill “network name” in Name column & “APN” in APN column & Save
Name should be in Capital letters& APN should be in small letters.
29. Also check that background data restricted is disabled.
30. Come back one step & make activate Data enabled & use only 2G /3G/ Auto network.
31. Go to settings>Sim management> select sim under “Data connection” option.
32. Ask customer to use the internetin different browser.
33. If still not resolved then restart the device and try again.
34. Also try on another simcard. if not working then move to service center.
35. If problem persist same then reset the device.
36. If still there then Recovery
37. If problem still same then service center.
Pattern Lock:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know do you have 3g internet or WiFi right now?
16. (If customer have WIFI )Try wrong patterns repeatedly, it will ask for forgot pattern.
17. Click on that and you have to connect with internet by 3G dongle and try to fill your User Id and password of Google account that you have configured in your device.
18. If customer don’t have internet) still not resolved then need to do recovery.
19. If the problem is still then need to submit device at service center.
Stuck on Datawind/Android
9. Good morning, Afternoon, Welcome to Datawind, This is (________) . How may I help you.
10. I understand the problem you are facing. Definitely we will help you regarding the same.
11. For your better assistance I need some information from you please provide?
12. May I know are you calling us for the first time or you have called us earlier?
13. If existing customer the ask for registered number.0
14. If first time caller then:-
15. May I know your good name?
16. May I know the device model name on which you are facing issue?
17. Please provide me the IMEI number of the device.
18. May I know sir when and where you have purchased the device from?
19. Your email id.
20. Please provide address with Pin code
21. Thank you for the information.
22. Sir/ Mam may I know for how long you are facing this issue?
23. Mr.______ may I know when you have last charged your device?
24. Please sir try to power off/ on your device with power button .( if it is not getting off/on then)
25. If not then please reset your device with the reset hole near the charging slot or near power button.( if got restart then give mandatory information) if not then
26. Ask customer to try the recovery process.(if it started working then on ) if not getting off/on
27. Then Provide service center address.
28. Inform the customer to take invoice bill and complaint id to the service center that executive will provide to the customer.
29. Mandatory information:-
30. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
31. Please stop running applications.
32. Don’t apply live wallpapers on the display.
33. Keep the brightness of the device at MAX 30%.
34. Ask to turn off Wi-Fi/Gprs internet if not in use.
35. So that the battery consumes less and device won’t hang.
36. Is there anything else may I help you with.
37. Thank you for calling Datawindhas a nice day.
VOC: - stuck on Datawind logo/Android VOC010
SIM/Network Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device?
16. Sir/mam may I know signal are low or not getting signals at all.
17. Make sure when you are inserting the SIM card, device must be switched off.
18. May I know have you inserted the SIM card in right position?
19. After inserting SIM turn on device and wait for 10 seconds.(if Signal occur then it is ok)
20. (if signal did not appear then)
21. Go to settings> SIM Management> select SIM( according to network)
22. Go to settings> More > Mobile Networks> Network operators> choose automatically (if works it is ok) If not then> Select Manually.
23. If not > Go to settings> about tablet> status> SIM status> signal strength > (-65 etc.) DBM, (0-31) ASU.
(PleaseCheck DBM value should not be 0 and ASU should not be 99)
24. If yes ask customer Try at-least 3-4 SIM card of different service providers. ( if other SIMs are working then it is SIM Issue)
25. (If problem occurring on all SIM cards then SIM slots issue.)
26. Ask to do Recovery or Factory Data Reset.
27. If not resolved then need to submit device at service center.
28. Please inform customer to take invoice and box with him.
Touch screen (capacitive) does notrespond(VOC029)
1. Good morning/afternoon/evening: welcome to data Wind. This is (______). How may I help you?
2. I understand the problem that you are facing right now. Definitely I will help you regarding the same.
3. For your better assistance I need some information from you.
4. May I know are you calling us for the first time or you have called us earlier?(take information accordingly)
5. Mr. (_____) may I know whole touch screen is not working or partially?
6. Power cycle the unit; make sure that during power on process there is nothing touching the screen.
7. If unit is always working OK with charger removed, and always fails with charger plugged, then change the charger
8. If unit fails randomly when on charger (sometimes OK and sometimes fails), it is possible that the power line is noisy and a power line filter is required (or a higher end version of the wall plug charger)
9. If touch screen never works, then send unit for repair.
10. If the whole touch is not working
11. Ask customer to restart the device.
12. If it fails the reset the device (after reset ask customer to properly charge the device and then use .
13. If not then recovery else service Centre.
Wi-Fi Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. If yes the please go to setting.
16. Make sure you are in range of Modem (10-15 meter range).
17. While connecting to Wi-Fi network make sure the password entered is correct.
18. Un-pair the Wi-Fi network and pair again after restart the device.
19. Check Wi-Fi is working on another devices, mobiles and PC or not.
20. Restart your Wi-Fi Modem & Reset the device by inserting a pin in reset hole on the backside of device.
21. If still not resolved then need to do recovery (EDGE,CX, CZ,3G7) or Factory Data Reset.
22. If still same then need to check MAC address, It should not be 00:00:00:00:00
Menuà turn on WI-FIà AdvancedàMAC address.
23. If still the problem is same need to submit in service center.
Dongle Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know have you charged your device properly and when you have last charge your device?
15. Make sure you are using the compatible dongle.
Dongle
MF190 - ZTE
OK
E303F - Huawei
OK
E1731 - Huawei
OK
M21 - 1 Huawei
OK
E3131 Huawei
OK
16. Make sure the OTG cable should not be loose and it should be connected properly
17. Make sure internet pack is activated on SIM card.
18. Sufficient balance should be maintained in order to access internet.
19. Check whether it’s working or not on another system or laptop.
20. Reset the device by inserting a pin in reset hole on the backside of the device.
21. If still not resolved then need to do recovery or Factory Data Reset.
22. Need to check converter or USB slot by connecting Pen drive or USB cable.
23. If slot is working fine but only dongle is not working, then need to submit the device at service center.
Port Problem(USB)
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know when you have last charge your device?
15. Mr. ____ may I know are you facing charging issue or data transferred issue?
16. If charging issue thensir /mam please put device on charging.(if getting charged then provide mandatoryinformation) if not
17. Try different charger> different Plug> USB cable etc.
(If not then)
18. Ask customer to reset the device with pin. (then try Charging the device)
(If not then)
19. Ask customer to try the recovery process.(if it started working then ok ) if not getting off/on
20. Then Provide service center address.
21. Inform customer to take the invoice bill with the device when goes to service center.
22. Mandatory information only provide if problem resolved :-
23. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
24. Please stop running applications.
25. Don’t apply live wallpapers on the display.
26. Keep the brightness of the device at MAX 30%.
27. So that the battery consumes less and device won’t hang.
28. Is there anything else may I help you with.
29. Thank you for calling DATAWIND wind. Have a nice day.
30. If Data transferred issue with port:-
31. Mr.______ may I know when you have last charged your device?
32. Ask customer to connect the device with the computer or laptop
33. Select MTP
34. Make sure the device should be connected with the laptop properly.
35. If cable is loose the try another cable.
36. If still not getting connected the reset the device.
37. Else recovery
38. If problem still there then move to service center.
Speaker Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Please select the volume at high from the volume up button.
16. Go to settings>audio profile > select the volume at max.
17. Check the sound on different media like songs, videos etc.
18. Try recovery process.
19. If still the problem is same then need to submit device at service center.
Mic Problem:
1. Good morning/afternoon/evening: welcome to data Wind. This is (______). How may I help you?
2. I understand the problem that you are facing right now. Definitely I will help you regarding the same.
3. For your better assistance I need some information from you.
4. May I know are you calling us for the first time or you have called us earlier?(take information accordingly)
5. Sir/mam May I know for how long you are facing this issue.
6. May I know when you have last charged your device?
7. Sir may I whether caller party is unable to listen to the customer voice or you are unable to record your voice.
8. Ask customer to record his own voice and then listen.
9. If customer is unable to record his voice then mic issue
10. Than ask customer to call the different persons if the problem is still there then
11. Try recovery process.
12. If still the problem is same then need to submit device at service center.
Dead device(unit does not power on)
1. Good morning, Afternoon, Welcome to DATAWIND, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know when you have last charged your device?
15. Ask customer to Press the power button and check whether device is powering on or not.
16. Ensure that the charger is securely plugged in the power line wall plug and is there is no possibility of loose contact.
17. (if does not work) Reset the device with reset hole.
18. Also Plug charger in, and check that charging symbol is showing or not. Let unit charge for about 30min and attempt powering on.
19. If it fails, try again in a different wall plug.
20. If it fails, try changing the charger.
21. If still fails then try recovery process once.
22. If recovery fails then send to service center.
23. Inform customer to take invoice and box to the service center.
Free internet access issue
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know are you using reliance Prepaid GSM SIM card?
16. Mr.____ Are you using UBISURFER internet Browser?
17. May I know are you getting G/E or 3G signals?
18. Have you filled the UBIINFO page?
19. If not then make him/her fills the UBIINFO.
20. Then go to Access point Name (APN) setting.
21. Then go to settings> Data usage> Click on three dots at right top corner> restrict background data should be ticked. To not to deduct the balance from main account.
22. Make sure customer have inserted the Reliance SIM within 90 days.
Bluetooth Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. Sir/ mam may I know have to turned on the Bluetooth on the device.
16. May I know Are you in the range of Bluetooth?
17. Go to settings > Bluetooth settings> select Visibility timeout> select never time out.
18. Start searching the nearby devices. Pair the device.
19. Please check if the second device is getting connected with others or not.
20. If not getting connected then restart the both devices and try again
21. If not Reset the device by inserting a pin in reset hole on the backside of device.
22. If still not resolved then need to do recovery (EDGE,CX, CZ,3G7) or Factory Data Reset.
23. If still the problem is same need to submit in service center.
Google play services issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. Please inform customer that we are not supporting Google play store anymore but existing customer is facing issue regarding the same
16. Force Stop below Services :
17. · MenuàSettingsà Appsà AllàDownload manageràForce stop
18. · Menuà Settingsà Appsà Allà Google Play storeàForce stop
19. · Menuà Settingsà Appsà Allà Google play servicesàForce stop
20. · Menuà Settingsà Appsà Allà Google services Frameworkà Force stop
21. Then Remove & Reconfigure Gmail Account:
22. · Menu à settings à Account & Sync à Gmail Account à click on Email id àRemove
23. · Then ask to Restart the tablet/Pocket surfer
24. · Menu à settings à Account & Sync à Add account àExisting Email Id (If you already have a Gmail account)
Touch/LCD Broken issue
23. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
24. I understand the problem you are facing. Definitely we will help you regarding the same.
25. For your better assistance may I know some information from your side?
26. May I know are you calling us for the first time or you have called us earlier?
27. If this is existing customer, ask for register number.
28. If first time caller then:-
29. May I know your good name?
30. May I know the device model name on which you are facing issue?
31. Please provide me the IMEI number of the device.
32. May I know sir when and where you have purchased the device from?
33. Your email id.
34. Please provide address with Pin code
35. Thank you for the information.
36. Kindly be informed that there are three types of broken cases. ( Received Broken in courier By Datawind/ Received broken in courier by E-Commerce / Broken by customer.
37. Received Broken in courier By Datawind
38. If Customer ordered device from Datawind and received broken from courier then simply confirm date of Receiving ( customer has to inform us within 48hrs )
39. Ask customer to send us snapshots on [email protected] with invoice bill.
40. Also agent will mark to your senior on proactive basis
41. Received Broken in courier By E-commerce
42. If customer received broken device from any E- Commerce then inform customer to call on that helpline.
43. Touch broken by customer end
44. If touch got broken by customer end then customer send customer to service center.
45. Inform customer that he/she has to pay for it. Although his/her device is under warranty.
46. Move customer to service center with invoice bill.
SD card not detecting
24. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
25. I understand the problem you are facing. Definitely we will help you regarding the same.
26. For your better assistance may I know some information from your side?
27. May I know are you calling us for the first time or you have called us earlier?
28. If this is existing customer, ask for register number.
29. If first time caller then:-
30. May I know your good name?
31. May I know the device model name on which you are facing issue?
32. Please provide me the IMEI number of the device.
33. May I know sir when and where you have purchased the device from?
34. Your email id.
35. Please provide address with Pin code
36. Thank you for the information.
37. May I know for how long you are facing this issue?
38. Go to main menu > file manager >check if it is showing phone storage and SD card storage.( if customer is able to check the SD card data then it is okay.
39. If not able to get SD card option then
40. Sir /mam may I know is your SD card password protected or not?
41. Have you inserted your SD card in right position?
42. Switch of the device and reinsert the SD card.
43. If not then reset the device.
44. If problem is still there then try different SD cards.
45. If still not working then recovery.
46. Else service center with invoice bill.
Camera issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Sir/ mam may I know have charged your device properly?
16. May I know what error massage you are getting while using camera?
17. Unfortunately stopped etc.
18. Or camera fades
19. If Unfortunately Camera has stopped.
20. Ask customer to restart the device.
21. If not resolved then go to settings> Apps> All App >camera or Gallery> force stop.
22. If not resolved then reset the device
23. If not then Recovery.
24. Else service center with invoice bill.
Device charging issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Have tried different charger/ different plug/ USB cable?
16. If problem still same then reset the device.
17. If not then Recovery.
18. Else Service center with invoice bill.
Side keys issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. If device buttons got stuck or broken then it is hardware issue
16. Send customer to service center with bill.
Device calling issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know are you getting SIM signals or not? ( if not then provide SIM settings) (IF YES THEN)
16. Getting incoming calls or not.
17. Are you using Prepaid SIM or Postpaid SIM?
18. If prepaid SIM then sir mam may I know that do have positive balance in your sim card.
19. If postpaid SIM then sir/ mam is your outgoing calls are activate don your SIM card.
20. For fresh customer after inserting the SIM card customer needs to select by default an option of mobile data while dialing or calling for the first attempt.
21. Go to settings > SIM management> Select SIM > Voice calls > Select same SIM on which customer want to activate calling.
22. Go to the Dialer settings> voice calls > call barring> check the settings.
23. If problem is still there then restart the device and reinsert the SIM.
24. If not then reset.
25. Recovery
26. Also try different SIM cards ( if all SIM cards are not making calls
27. Else Service center with invoice and Ticket ID number.
Device heating issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. Sir / Mam may I know is your device getting heated while normal use/ while using internet or while charging
16. If device is getting heated while normal use :-
17. Sir/ mam May I know is your device charged properly or not?
18. May I know is your device is getting heated while using particular application?
19. Go to settings > App > All applications > Running apps > stop running apps.
20. Also provide mandatory information to the customer.
21. If still heating reset , Recovery
22. If it is overheating then move to service center.
23. If device is getting heated while using internet :-
24. May I know have you charged your device properly?
25. Sir / mam may I know are you using any heavy site?
26. May I know are you can play any online game?
27. Are you using your device your device for long time?
28. Sir I would like to tell u that kindly stop the running apps. Charge device before using it.
29. Also clear the cache.
30. Reset / recovery.
31. If overheating then service center.
32. If Device is getting heated while charging:-
33. Sir/ Mam may I know is your device charger getting heated while charging.( if not then ok) (if yes then) ask customer to change the charger.
34. Try different charger/ different plug/ USB cable.
35. If charger is heating then it damage the battery and it may cause battery deform.
36. Make sure if device or charger is overheating directly move the customer to service center.
Battery Deform issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number. Acknowledge about previous concern.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Ask customer to share the snapshots at [email protected]
15. Also Move customer to ASC. Ask customer to go to service center on next day.
16. Agent has to mark a mail to [email protected] regarding the concern.
IMEI Code issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code.
13. If customer is unable to find the IMEI code.
14. Then IMEI will be at the back panel of the device.
15. It will be on the box.
16. Customer can also get it from Settings>about tablet > Status > IMEI.
17. OR customer can Dial a number to get IMEI no. *#06#.
18. If not then Make Dummy IMEI: 91130 mobile no, IMEI 2 :- 91131 mobile no.
Auto functioning of touch issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know are you facing this issue while charging or while normal use?
16. If while charging then, change the charger.
17. If while normal use.
18. Restart the device.
19. Then reset.
20. Recovery.
21. Else service center with invoice.
Display Trembling issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Restart the device if problem not resolved the reset the device.
16. If not then Recovery.
17. If problem still same then move to service with invoice.
Permanent colorful/black lines or black patches issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Restart the device if problem not resolved the reset the device.
16. If problem still same then move to service with invoice.
Buy Back offer
1. Customer can exchange previous model (tablet) with latest models 3G5, 3G7 and 10Ci.
2. Customer must have old device.
3. Device is acceptable in whatever condition it is.
4. Firstly, new device delivered at customer’s house.
5. Then pick up of previous device (after 3 days) is arranged by company and the declaration form is filled by customer.
1.Application Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device?
16. Please let me know the on which application you are facing issue (Application should be supported to the device).
17. May I know what error massage that you are getting?
18. Error massages:-Unfortunately stopped/ Application crashed/ Unable to open
19. UNFORTUNATELY STOPPED:-
20. Please sir try to power off/ on your device with power button .( if it is not getting off/on then)
21. Then stop the running applications from:- settings> Apps > Running. Stop all the running applications one by one.
22. Sir please does reset. Device will reboot and then try using the application.
23. Sir /mam Please the put device on charging.(if getting charged then provide mandatoryinformation) if not
24. Try different charger> different Plug> USB cable etc.
(If not then)
25. If still not resolved then uninstall that particular application then re-install the application.
26. Ask customer to try the recovery process.(if it started working then on ) if not getting off/on
27. Then Provide service center address.
28. Inform customer to take the invoice and box while going to service center.
29. If Application crashed:-
30. Then ask customer to uninstall the application and reinstall it.
31. Unable to open:-
32. First Switch off the device with power button and again restart it.
33. If it is not working from the very first then try another updated version of the application.
34. If it is inbuilt application then reset, recovery and then service Centre.
35. Mandatory information:-
36. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
37. Please stop running applications.
38. Don’t apply live wallpapers on the display.
39. Keep the brightness of the device at MAX 30%.
40. Ask to turn off Wi-Fi/GPRS internet if not in use.
41. So that the battery consumes less and device won’t hang.
42. Is there anything else may I help you with.
43. Thank you for calling DATAWIND. Have a nice day.
Battery Backup issue
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. (Kindlybe informed agents: - our devices battery back is max 3 hour on continue use).
16. If it is less than 3 hours then provide mandatory information to the customer.
17. But if customer said that my device battery drains immediately after removing charger or fast draining after full charge.
18. Then move customer to the service Centre with ticket ID .
(Mandatory information:-
19. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
20. Please stop running applications.
21. Don’t apply live wallpapers on the display.
22. Keep the brightness of the device at MAX 30%.
23. Ask to turn off Wi-Fi/GPRS internet if not in use.
24. So that the battery consumes less and device won’t hang.
25. Is there anything else may I help you with.
26. Thank you for calling Datawind has a nice day.)
27. If battery backup is very less as it turns off with in few seconds after getting full charged then move to service center.
28. Inform customer to take the invoice bill and box to the service center.
Device dead/ Not getting on/Battery Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance I need some information from you please provide?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue.
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device?
16. Please sir try to power on your device with power button .( if it is not getting off/on then)
17. May I know when you have last charged your device?
18. Please turn the on with the help of power button.( if it is not getting off/on then)
19. Then ask customer to reset the device with reset hole.( if got restart then give)
20. Sir/mam may I know is charging symbol showing on your device. (if getting charged then provide mandatoryinformation) if not
21. Try different charger> different Plug> USB cable etc.
(If not then)
22. Ask customer to try the recovery process.(if it started working then ok ) if not getting off/on
23. Then Provide service center address. (And inform customer that)
24. Inform customer to take device invoice with him.
25. Also provide him the ticket number.
Mandatory information:-
1. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
2. Please stop running applications.
3. Don’t apply live wallpapers on the display.
4. Keep the brightness of the device at MAX 30%.
5. Ask to turn off Wi-Fi/Gprs internet if not in use
6. So that the battery consumes less and device won’t hang.
7. Is there anything else may I help you with.
8. Thank you for calling Datawind. Have a nice day.
Device
Hanging Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the theproblem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device
16. Sir/mam may I know when you face hanging issue on the device while normal use/ playing information or while using internet.
Ø (If device gets hanged while normal use).
17. Restart the device first. Get If does not get started then >
18. Reset the device by inserting a pin in reset hole on the device.
19. Battery level would be 30-40% or above If not then charge your device on switch off mode at least for 3-4 hours only. It also helps in Improving device battery backup.
20. Close the recent used applications either by clicking on recent apps button
21. Ask to Stop all running Applications. (MenuàSettingsàAppsàRunning). And stop all the running applications. ( it is because to keep the maximum RAM spacious to run the device smoothly.
&
22. MenuàsettingsàAppsàRunningàSHOW CACHED PROCESSESàStop all one by one
23. Download the clean master.
24. If still not resolved then need to do recovery (EDGE,CX, CZ) or Factory Data Reset.
Ø (If device gets hanged while using internet).
25. May I know is your device charged properly?
26. May I know are you opening any heavy website?
27. Restart the device first. Get If does not get started then >
28. Reset the device by inserting a pin in reset hole on the device.
29. Battery level would be 30-40% or above If not then charge your device on switch off mode at least for 3-4 hours only. It also helps in Improving device battery backup.
30. Close the recent used applications either by clicking on recent apps button
31. Ask to Stop all running Applications. (MenuàSettingsàAppsàRunning). And stop all the running applications. (it is because to keep the maximum RAM spacious to run the device smoothly.
&
32. MenuàsettingsàAppsàRunningàSHOW CACHED PROCESSESàStop all one by one
33. Download the clean master.
34. If still not resolved then need to do recovery (EDGE,CX, CZ) or Factory Data Reset.
35. If not resolved the moved to service center.
Ø (If device gets hanged while using particular application).
36. May I know is your device properly charged?
37. May I know which application you are using right now?
38. Restart the device first.
39. (*** if get started again the ask customer to use the device again and give him mandatory information)
40. If does not get started.
41. Reset the device by inserting a pin in reset hole on the device.
42. Ask customer to use updated version of the particular application.
43. Charge your device on switch off mode at least for 3-4 hours only. (It also helps in Improving device battery backup.)
44. Close the recent used applications either by clicking on recent apps button
45. Ask to Stop all running Applications. (MenuàSettingsàAppsàRunning). And stop all the running applications. (it is because to keep the maximum RAM spacious to run the device smoothly.
&
46. MenuàsettingsàAppsàRunningàSHOW CACHED PROCESSESàStop all one by one
47. Download the clean master.
48. If still not resolved then need to do recovery (EDGE,CX, CZ) or Factory Data Reset.
49. If not resolved the moved to service center.
50. If not resolved the moved to service center
G-Sensor not working:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If it is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Go to the settingsàAccessibility and check if auto rotate option is enabled.
15. If it is enabled then disable it and reset the device and enable it again.
16. Also try on different application and on home screen if screen is rotating or not.
17. If problem not resolved then recovery else move to service Centre with invoice bill.
GPRS Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. May I know are you getting SIM signals or not
16. (if sim signal are not coming then SIM/ network problem) settings )
17. (if SIM signal are coming then)
18. Sir/mam May I know are you getting G/E/3G signals or not?
19. Please tell what error massage you are getting while using internet.
20. May I know is internet plan activated on your SIM card?
21. Do you have sufficient balance in your sim card?
22. Go to settings> Data usage> Mobile data (turn it on)
23. Go to settings> More > Mobile Networks> Access Point Name> select APN according to SIM network ( if there is not any APN setting then create new APN)
24. After that Go to settingsàmoreàMobile network.
25. Select “Access Point Name”.
26. Click on 3 dots on right top side
27. Click on New APN to fill manually APN
28. Fill “network name” in Name column & “APN” in APN column & Save
Name should be in Capital letters& APN should be in small letters.
29. Also check that background data restricted is disabled.
30. Come back one step & make activate Data enabled & use only 2G /3G/ Auto network.
31. Go to settings>Sim management> select sim under “Data connection” option.
32. Ask customer to use the internetin different browser.
33. If still not resolved then restart the device and try again.
34. Also try on another simcard. if not working then move to service center.
35. If problem persist same then reset the device.
36. If still there then Recovery
37. If problem still same then service center.
Pattern Lock:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know do you have 3g internet or WiFi right now?
16. (If customer have WIFI )Try wrong patterns repeatedly, it will ask for forgot pattern.
17. Click on that and you have to connect with internet by 3G dongle and try to fill your User Id and password of Google account that you have configured in your device.
18. If customer don’t have internet) still not resolved then need to do recovery.
19. If the problem is still then need to submit device at service center.
Stuck on Datawind/Android
9. Good morning, Afternoon, Welcome to Datawind, This is (________) . How may I help you.
10. I understand the problem you are facing. Definitely we will help you regarding the same.
11. For your better assistance I need some information from you please provide?
12. May I know are you calling us for the first time or you have called us earlier?
13. If existing customer the ask for registered number.0
14. If first time caller then:-
15. May I know your good name?
16. May I know the device model name on which you are facing issue?
17. Please provide me the IMEI number of the device.
18. May I know sir when and where you have purchased the device from?
19. Your email id.
20. Please provide address with Pin code
21. Thank you for the information.
22. Sir/ Mam may I know for how long you are facing this issue?
23. Mr.______ may I know when you have last charged your device?
24. Please sir try to power off/ on your device with power button .( if it is not getting off/on then)
25. If not then please reset your device with the reset hole near the charging slot or near power button.( if got restart then give mandatory information) if not then
26. Ask customer to try the recovery process.(if it started working then on ) if not getting off/on
27. Then Provide service center address.
28. Inform the customer to take invoice bill and complaint id to the service center that executive will provide to the customer.
29. Mandatory information:-
30. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
31. Please stop running applications.
32. Don’t apply live wallpapers on the display.
33. Keep the brightness of the device at MAX 30%.
34. Ask to turn off Wi-Fi/Gprs internet if not in use.
35. So that the battery consumes less and device won’t hang.
36. Is there anything else may I help you with.
37. Thank you for calling Datawindhas a nice day.
VOC: - stuck on Datawind logo/Android VOC010
SIM/Network Problem
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Sir/ Mam may I know for how long you are facing this issue?
15. Mr.______ may I know when you have last charged your device?
16. Sir/mam may I know signal are low or not getting signals at all.
17. Make sure when you are inserting the SIM card, device must be switched off.
18. May I know have you inserted the SIM card in right position?
19. After inserting SIM turn on device and wait for 10 seconds.(if Signal occur then it is ok)
20. (if signal did not appear then)
21. Go to settings> SIM Management> select SIM( according to network)
22. Go to settings> More > Mobile Networks> Network operators> choose automatically (if works it is ok) If not then> Select Manually.
23. If not > Go to settings> about tablet> status> SIM status> signal strength > (-65 etc.) DBM, (0-31) ASU.
(PleaseCheck DBM value should not be 0 and ASU should not be 99)
24. If yes ask customer Try at-least 3-4 SIM card of different service providers. ( if other SIMs are working then it is SIM Issue)
25. (If problem occurring on all SIM cards then SIM slots issue.)
26. Ask to do Recovery or Factory Data Reset.
27. If not resolved then need to submit device at service center.
28. Please inform customer to take invoice and box with him.
Touch screen (capacitive) does notrespond(VOC029)
1. Good morning/afternoon/evening: welcome to data Wind. This is (______). How may I help you?
2. I understand the problem that you are facing right now. Definitely I will help you regarding the same.
3. For your better assistance I need some information from you.
4. May I know are you calling us for the first time or you have called us earlier?(take information accordingly)
5. Mr. (_____) may I know whole touch screen is not working or partially?
6. Power cycle the unit; make sure that during power on process there is nothing touching the screen.
7. If unit is always working OK with charger removed, and always fails with charger plugged, then change the charger
8. If unit fails randomly when on charger (sometimes OK and sometimes fails), it is possible that the power line is noisy and a power line filter is required (or a higher end version of the wall plug charger)
9. If touch screen never works, then send unit for repair.
10. If the whole touch is not working
11. Ask customer to restart the device.
12. If it fails the reset the device (after reset ask customer to properly charge the device and then use .
13. If not then recovery else service Centre.
Wi-Fi Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. If yes the please go to setting.
16. Make sure you are in range of Modem (10-15 meter range).
17. While connecting to Wi-Fi network make sure the password entered is correct.
18. Un-pair the Wi-Fi network and pair again after restart the device.
19. Check Wi-Fi is working on another devices, mobiles and PC or not.
20. Restart your Wi-Fi Modem & Reset the device by inserting a pin in reset hole on the backside of device.
21. If still not resolved then need to do recovery (EDGE,CX, CZ,3G7) or Factory Data Reset.
22. If still same then need to check MAC address, It should not be 00:00:00:00:00
Menuà turn on WI-FIà AdvancedàMAC address.
23. If still the problem is same need to submit in service center.
Dongle Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know have you charged your device properly and when you have last charge your device?
15. Make sure you are using the compatible dongle.
Dongle
MF190 - ZTE
OK
E303F - Huawei
OK
E1731 - Huawei
OK
M21 - 1 Huawei
OK
E3131 Huawei
OK
16. Make sure the OTG cable should not be loose and it should be connected properly
17. Make sure internet pack is activated on SIM card.
18. Sufficient balance should be maintained in order to access internet.
19. Check whether it’s working or not on another system or laptop.
20. Reset the device by inserting a pin in reset hole on the backside of the device.
21. If still not resolved then need to do recovery or Factory Data Reset.
22. Need to check converter or USB slot by connecting Pen drive or USB cable.
23. If slot is working fine but only dongle is not working, then need to submit the device at service center.
Port Problem(USB)
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know when you have last charge your device?
15. Mr. ____ may I know are you facing charging issue or data transferred issue?
16. If charging issue thensir /mam please put device on charging.(if getting charged then provide mandatoryinformation) if not
17. Try different charger> different Plug> USB cable etc.
(If not then)
18. Ask customer to reset the device with pin. (then try Charging the device)
(If not then)
19. Ask customer to try the recovery process.(if it started working then ok ) if not getting off/on
20. Then Provide service center address.
21. Inform customer to take the invoice bill with the device when goes to service center.
22. Mandatory information only provide if problem resolved :-
23. Sir/mam I would like to inform you to charge your device at switch off mode for at least 3-4 hours.
24. Please stop running applications.
25. Don’t apply live wallpapers on the display.
26. Keep the brightness of the device at MAX 30%.
27. So that the battery consumes less and device won’t hang.
28. Is there anything else may I help you with.
29. Thank you for calling DATAWIND wind. Have a nice day.
30. If Data transferred issue with port:-
31. Mr.______ may I know when you have last charged your device?
32. Ask customer to connect the device with the computer or laptop
33. Select MTP
34. Make sure the device should be connected with the laptop properly.
35. If cable is loose the try another cable.
36. If still not getting connected the reset the device.
37. Else recovery
38. If problem still there then move to service center.
Speaker Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Please select the volume at high from the volume up button.
16. Go to settings>audio profile > select the volume at max.
17. Check the sound on different media like songs, videos etc.
18. Try recovery process.
19. If still the problem is same then need to submit device at service center.
Mic Problem:
1. Good morning/afternoon/evening: welcome to data Wind. This is (______). How may I help you?
2. I understand the problem that you are facing right now. Definitely I will help you regarding the same.
3. For your better assistance I need some information from you.
4. May I know are you calling us for the first time or you have called us earlier?(take information accordingly)
5. Sir/mam May I know for how long you are facing this issue.
6. May I know when you have last charged your device?
7. Sir may I whether caller party is unable to listen to the customer voice or you are unable to record your voice.
8. Ask customer to record his own voice and then listen.
9. If customer is unable to record his voice then mic issue
10. Than ask customer to call the different persons if the problem is still there then
11. Try recovery process.
12. If still the problem is same then need to submit device at service center.
Dead device(unit does not power on)
1. Good morning, Afternoon, Welcome to DATAWIND, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know when you have last charged your device?
15. Ask customer to Press the power button and check whether device is powering on or not.
16. Ensure that the charger is securely plugged in the power line wall plug and is there is no possibility of loose contact.
17. (if does not work) Reset the device with reset hole.
18. Also Plug charger in, and check that charging symbol is showing or not. Let unit charge for about 30min and attempt powering on.
19. If it fails, try again in a different wall plug.
20. If it fails, try changing the charger.
21. If still fails then try recovery process once.
22. If recovery fails then send to service center.
23. Inform customer to take invoice and box to the service center.
Free internet access issue
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know are you using reliance Prepaid GSM SIM card?
16. Mr.____ Are you using UBISURFER internet Browser?
17. May I know are you getting G/E or 3G signals?
18. Have you filled the UBIINFO page?
19. If not then make him/her fills the UBIINFO.
20. Then go to Access point Name (APN) setting.
21. Then go to settings> Data usage> Click on three dots at right top corner> restrict background data should be ticked. To not to deduct the balance from main account.
22. Make sure customer have inserted the Reliance SIM within 90 days.
Bluetooth Problem:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. Sir/ mam may I know have to turned on the Bluetooth on the device.
16. May I know Are you in the range of Bluetooth?
17. Go to settings > Bluetooth settings> select Visibility timeout> select never time out.
18. Start searching the nearby devices. Pair the device.
19. Please check if the second device is getting connected with others or not.
20. If not getting connected then restart the both devices and try again
21. If not Reset the device by inserting a pin in reset hole on the backside of device.
22. If still not resolved then need to do recovery (EDGE,CX, CZ,3G7) or Factory Data Reset.
23. If still the problem is same need to submit in service center.
Google play services issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. Please inform customer that we are not supporting Google play store anymore but existing customer is facing issue regarding the same
16. Force Stop below Services :
17. · MenuàSettingsà Appsà AllàDownload manageràForce stop
18. · Menuà Settingsà Appsà Allà Google Play storeàForce stop
19. · Menuà Settingsà Appsà Allà Google play servicesàForce stop
20. · Menuà Settingsà Appsà Allà Google services Frameworkà Force stop
21. Then Remove & Reconfigure Gmail Account:
22. · Menu à settings à Account & Sync à Gmail Account à click on Email id àRemove
23. · Then ask to Restart the tablet/Pocket surfer
24. · Menu à settings à Account & Sync à Add account àExisting Email Id (If you already have a Gmail account)
Touch/LCD Broken issue
23. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
24. I understand the problem you are facing. Definitely we will help you regarding the same.
25. For your better assistance may I know some information from your side?
26. May I know are you calling us for the first time or you have called us earlier?
27. If this is existing customer, ask for register number.
28. If first time caller then:-
29. May I know your good name?
30. May I know the device model name on which you are facing issue?
31. Please provide me the IMEI number of the device.
32. May I know sir when and where you have purchased the device from?
33. Your email id.
34. Please provide address with Pin code
35. Thank you for the information.
36. Kindly be informed that there are three types of broken cases. ( Received Broken in courier By Datawind/ Received broken in courier by E-Commerce / Broken by customer.
37. Received Broken in courier By Datawind
38. If Customer ordered device from Datawind and received broken from courier then simply confirm date of Receiving ( customer has to inform us within 48hrs )
39. Ask customer to send us snapshots on [email protected] with invoice bill.
40. Also agent will mark to your senior on proactive basis
41. Received Broken in courier By E-commerce
42. If customer received broken device from any E- Commerce then inform customer to call on that helpline.
43. Touch broken by customer end
44. If touch got broken by customer end then customer send customer to service center.
45. Inform customer that he/she has to pay for it. Although his/her device is under warranty.
46. Move customer to service center with invoice bill.
SD card not detecting
24. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
25. I understand the problem you are facing. Definitely we will help you regarding the same.
26. For your better assistance may I know some information from your side?
27. May I know are you calling us for the first time or you have called us earlier?
28. If this is existing customer, ask for register number.
29. If first time caller then:-
30. May I know your good name?
31. May I know the device model name on which you are facing issue?
32. Please provide me the IMEI number of the device.
33. May I know sir when and where you have purchased the device from?
34. Your email id.
35. Please provide address with Pin code
36. Thank you for the information.
37. May I know for how long you are facing this issue?
38. Go to main menu > file manager >check if it is showing phone storage and SD card storage.( if customer is able to check the SD card data then it is okay.
39. If not able to get SD card option then
40. Sir /mam may I know is your SD card password protected or not?
41. Have you inserted your SD card in right position?
42. Switch of the device and reinsert the SD card.
43. If not then reset the device.
44. If problem is still there then try different SD cards.
45. If still not working then recovery.
46. Else service center with invoice bill.
Camera issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Sir/ mam may I know have charged your device properly?
16. May I know what error massage you are getting while using camera?
17. Unfortunately stopped etc.
18. Or camera fades
19. If Unfortunately Camera has stopped.
20. Ask customer to restart the device.
21. If not resolved then go to settings> Apps> All App >camera or Gallery> force stop.
22. If not resolved then reset the device
23. If not then Recovery.
24. Else service center with invoice bill.
Device charging issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Have tried different charger/ different plug/ USB cable?
16. If problem still same then reset the device.
17. If not then Recovery.
18. Else Service center with invoice bill.
Side keys issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. If device buttons got stuck or broken then it is hardware issue
16. Send customer to service center with bill.
Device calling issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know are you getting SIM signals or not? ( if not then provide SIM settings) (IF YES THEN)
16. Getting incoming calls or not.
17. Are you using Prepaid SIM or Postpaid SIM?
18. If prepaid SIM then sir mam may I know that do have positive balance in your sim card.
19. If postpaid SIM then sir/ mam is your outgoing calls are activate don your SIM card.
20. For fresh customer after inserting the SIM card customer needs to select by default an option of mobile data while dialing or calling for the first attempt.
21. Go to settings > SIM management> Select SIM > Voice calls > Select same SIM on which customer want to activate calling.
22. Go to the Dialer settings> voice calls > call barring> check the settings.
23. If problem is still there then restart the device and reinsert the SIM.
24. If not then reset.
25. Recovery
26. Also try different SIM cards ( if all SIM cards are not making calls
27. Else Service center with invoice and Ticket ID number.
Device heating issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know is your device charged properly?
15. Sir / Mam may I know is your device getting heated while normal use/ while using internet or while charging
16. If device is getting heated while normal use :-
17. Sir/ mam May I know is your device charged properly or not?
18. May I know is your device is getting heated while using particular application?
19. Go to settings > App > All applications > Running apps > stop running apps.
20. Also provide mandatory information to the customer.
21. If still heating reset , Recovery
22. If it is overheating then move to service center.
23. If device is getting heated while using internet :-
24. May I know have you charged your device properly?
25. Sir / mam may I know are you using any heavy site?
26. May I know are you can play any online game?
27. Are you using your device your device for long time?
28. Sir I would like to tell u that kindly stop the running apps. Charge device before using it.
29. Also clear the cache.
30. Reset / recovery.
31. If overheating then service center.
32. If Device is getting heated while charging:-
33. Sir/ Mam may I know is your device charger getting heated while charging.( if not then ok) (if yes then) ask customer to change the charger.
34. Try different charger/ different plug/ USB cable.
35. If charger is heating then it damage the battery and it may cause battery deform.
36. Make sure if device or charger is overheating directly move the customer to service center.
Battery Deform issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number. Acknowledge about previous concern.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. Ask customer to share the snapshots at [email protected]
15. Also Move customer to ASC. Ask customer to go to service center on next day.
16. Agent has to mark a mail to [email protected] regarding the concern.
IMEI Code issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code.
13. If customer is unable to find the IMEI code.
14. Then IMEI will be at the back panel of the device.
15. It will be on the box.
16. Customer can also get it from Settings>about tablet > Status > IMEI.
17. OR customer can Dial a number to get IMEI no. *#06#.
18. If not then Make Dummy IMEI: 91130 mobile no, IMEI 2 :- 91131 mobile no.
Auto functioning of touch issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. May I know are you facing this issue while charging or while normal use?
16. If while charging then, change the charger.
17. If while normal use.
18. Restart the device.
19. Then reset.
20. Recovery.
21. Else service center with invoice.
Display Trembling issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Restart the device if problem not resolved the reset the device.
16. If not then Recovery.
17. If problem still same then move to service with invoice.
Permanent colorful/black lines or black patches issue:
1. Good morning, Afternoon, Welcome to Datawind, This is (________). How may I help you?
2. I understand the problem you are facing. Definitely we will help you regarding the same.
3. For your better assistance may I know some information from your side?
4. May I know are you calling us for the first time or you have called us earlier?
5. If this is existing customer, ask for register number.
6. If first time caller then:-
7. May I know your good name?
8. May I know the device model name on which you are facing issue?
9. Please provide me the IMEI number of the device.
10. May I know sir when and where you have purchased the device from?
11. Your email id.
12. Please provide address with Pin code
13. Thank you for the information.
14. May I know for how long you are facing this issue?
15. Restart the device if problem not resolved the reset the device.
16. If problem still same then move to service with invoice.
Buy Back offer
1. Customer can exchange previous model (tablet) with latest models 3G5, 3G7 and 10Ci.
2. Customer must have old device.
3. Device is acceptable in whatever condition it is.
4. Firstly, new device delivered at customer’s house.
5. Then pick up of previous device (after 3 days) is arranged by company and the declaration form is filled by customer.