PoC radios are powerful communication tools, but also complex systems involving hardware, software, mobile network operators, and platform servers. When issues arise, the detailed information provided by dealers and end-users is essential to pinpoint the root cause and provide efficient solutions.

Why detailed information is needed

Whether it's a hardware, software or network issue, a structured, step-by-step analysis leads to the right solution. And all accurate analysis needs to be based on detailed device information. Without precise information, it becomes difficult to diagnose the problem and implement an effective solution. Dealer collaboration and accurate analysis help us to resolve problems quickly and accurately, minimizing disruption for both dealers and end-users.

What detailed information should be provided

The more information provided, the faster the cause can be found. When reporting a PoC radio issue, consider the following:

• PoC Radio Model: Identifying the specific model helps determine any particular model’s issues or troubleshooting requirements and ensures compatibility with the solution.

• Quantity: Providing relevant information about the number of affected radios helps determine whether the issue is widespread or isolated.

• Serial Number: Tracking individual devices allows for identification of production batches and history.

• Software Version: Software issues may vary by version, so this helps determine whether a functionality issue or compatibility issue is related to the version.

• Detailed Issue Description: Avoid vague expressions. A clear and specific description of the issue helps the support team understand the problem fully and decide on the appropriate diagnostic approach.

• Initial Measures Taken: Knowing what troubleshooting steps have already been tried can prevent duplication of efforts and save time.

• Videos or Photos of the Issue: Visual aids make it easier to understand the problem and can often highlight issues that might be missed in a written description, accelerating the diagnosis process.

A more effective way is to export the PoC radio's programming file using programming software, and then send it to us. The programming file contains details such as model, serial number, PoC version, hardware version, and software version.

If multiple PoC radio models and multiple issues are being reported at the same time, it is a good idea to use a table to list each issue for each model for ease of differentiation. Corresponding videos or photos, and programming files are necessary as well. This level of detail not only speeds up the troubleshooting process but also ensures that the correct solution is applied.

Examples from our customers

This customer provided PoC radio model, quantity and serial number to identify the production lot. The issue is described in detail. A link to a video of the radio's symptoms is also provided.

This customer provided PoC radio model, quantity, and version information, clearly explained why the issue occurred and his initial steps. He also included many relevant photos and videos describing the situation.

Collaboration creates a win-win-win situation for Tesunho, dealers and end-users

For dealers unfamiliar with the PoC radio system, troubleshooting can be challenging. Therefore, while Tesunho offers after-sales support, it also provides comprehensive PoC radio training and support to its dealers, helping them to understand how to gather and report detailed information, and equipping them with the knowledge they need to resolve problems on their own.

By learning what details matter and having the right knowledge, dealers can offer faster resolutions, which ultimately leads to satisfied end-users and improved customer loyalty. End-users will also become more proficient and confident with PoC radios with the guidance of their dealers.

At Tesunho, our commitment to excellence doesn’t stop with the sale of PoC radios. We are continuously improving our support processes to ensure that every challenge, big or small, is met with a quick and efficient solution. We believe that a collaborative approach leads to growth for everyone involved—suppliers, dealers, and end-users alike. By ensuring accurate problem analysis and swift resolutions, we create a win-win-win situation for all parties.