If the customer is having trouble with the GO unit holding a charge there are a few things they can do to fix the problem.

 

Troubleshooting Steps:

  1. Make sure the battery is fully charged. The GO unit takes about an hour to fully charge. The LED will show 5 solid green bars once completely charged.  
  2. Make sure the GO unit is unplugged from the charger before starting a treatment. The GO unit will not operate while plugged into the charger. You cannot charge the GO and do a treatment at the same time.
  3. If the customer still has a charging error after fully charging the battery, if could be a software error, ask customer if they have downloaded the app:
    1. If Yes:  (ensure its the latest version of app-very important, if not have them re-download)
      1. Ask them to click on the app menu (3 horizontal line upper right hand corner)
      2. Have them click on "Check for Updates"  
      3. Have them update their firmware
      4. Have them retry the GO unit after installing the firmware update
    2. If No:  
      1. Ask if they want to take a few minutes to download the app
      2. If Yes: have them  go to apple or google play and search "BioWave Go" & download the app
      3. Ask them to click on the app menu (3 horizontal line upper righthand corner)
      4. Have them click on "Check for Updates"  
      5. Have them update their firmware
      6. Have them retry the GO unit after installing the firmware update

 

If the troubleshooting doesn’t work or the customer doesn’t want to download the app escalate the ticket and let the customer know we are going to:

  1. Replace their unit at no charge with our Zero Downtime Warranty. 
  2. Once they get their replacement unit, we ask that they send back the malfunctioning unit with the enclosed prepaid return shipping label. 
  3. Create “Equipment" ticket to Anthony