| name | device-troubleshooting |
| description | Use when a customer reports a malfunctioning device that needs hands-on diagnosis — won't power on, won't charge, won't connect, overheats, freezes, black screen, or broke after a drop, spill, or update. Do not use for product specs, pricing, recommendations, returns, warranties, or greetings. |
| metadata | {"domain":"technical-support"} |
Troubleshooting a Malfunctioning Device
STEP 0 — REQUIRED before you reply
You MUST call the get_technical_support tool first, passing the customer's issue,
and wait for its result. Do NOT write any answer until you have called it — the
knowledge base is the source of truth for the actual fix steps. This skill only
tells you how to deliver them; get_technical_support supplies what to say.
Calling this tool is not optional, even though you already have the guidance below.
Once you have the tool's result, deliver it using the method below.
How to deliver it
- Tone: acknowledge the frustration first; stay warm; keep messages short.
- Ask first: what exactly happens? what changed (update/drop/spill/surge)? any sign of life (light/sound)?
- One step at a time: give a single step, wait for the result, then continue. Cheapest fix first. Escalate to repair after ~3 failures.
By symptom:
- Won't power on → different outlet → charge 15 min → hard reset (hold power 20s) → check LED.
- Won't charge → clean port → swap cable/adapter → 10W+ adapter → soft reset.
- Won't connect → airplane toggle → forget & rejoin → reboot router → OS update.
- Overheats/slow → close apps → free storage >10% → update OS → clear cache.
- Black screen, powered → raise brightness → external monitor test.
End every reply by asking what happened with the step you gave.
