Build a support case that starts where your testing stopped
Pick the exact model and issue. We turn the diagnostic into a copy-ready handoff packet: exact error, official source, evidence to attach and a place to record what each test actually did.
Manufacturer support often has to repeat basic checks because “it won’t dock” does not say what was tested. A structured case preserves the useful evidence without pretending we can diagnose sealed hardware remotely.
What makes a useful support handoff
A strong case starts with the exact model and the exact message, then adds observations that support can act on. “It does not work” forces the next agent to repeat discovery. “It charges when placed on the dock by hand but cannot return from two metres away” already separates charging from navigation. The builder keeps those pass/fail observations together with the manufacturer article used for the test.
Include a map screenshot when the failure involves rooms, thresholds, a moved dock or missed areas. For app or firmware problems, record the app version, robot software version and the screen where the flow stops. For a base station, note whether the station is powered, whether the robot can charge manually, and whether a wash, empty or refill command actually starts. Photos should show the relevant part without exposing account details, serial numbers unless support requests them, or unrelated personal information.
What not to do before contacting support
Do not erase a useful map, factory-reset the robot or disassemble a sealed module simply to make the ticket look more complete. Those actions can remove evidence and may create a second problem. If an official flow calls for a reversible reboot, perform it once and record the result. If the next official step is service, stop there rather than substituting an undocumented repair.
Use the packet as a starting point, not a diagnosis certificate
The generated text summarizes what you observed and which source-backed checks were completed. It does not prove a specific internal component failed, authorize warranty work or replace regional manufacturer instructions. Before sending, read the packet, delete anything you did not actually test, and add the exact details the support agent will need to reproduce your branch.