1. Overview

This guide explains the standard process for raising a hardware-related complaint at an Apni Pathshala POD.
Following this process ensures:

• Faster issue diagnosis
• Fewer back-and-forth clarifications
• Timely resolution by the Computer & Support Team

All POD Leaders, Coordinators, and concerned Parents/Students must follow this process strictly.

2. Who This Guide Is For

• POD Leaders
• POD Coordinators
• Parents managing POD infrastructure
• Students (under the guidance of POD Leader)

3. Types of Hardware Issues Covered

This process applies to issues related to:

• CPU / System Unit
• Monitor
• Keyboard
• Mouse
• Power cables, adapters, or display cables
• Any Apni Pathshala-provided computer hardware

4. Step-by-Step Complaint Process

🔹 Step 1: Verify the Problem Properly

Before raising a complaint, confirm which component is faulty.

How to verify:

• Swap the suspected part with a working one (if available)
  • Example: monitor, keyboard, mouse, cable
• Observe whether the issue persists after swapping

Goal: Identify the exact faulty component, not just “PC not working”.

🔹 Step 2: Record a Clear Video (Mandatory)

Record a 20–40 second video clearly showing:

• Power status of the system (ON/OFF)
• The exact problem occurring
• Serial number of the faulty hardware

Examples:

• CPU is ON but monitor shows black screen
• Keyboard keys are not responding
• Mouse clicks not working

⚠️ Complaints without a video will not be processed.

🔹 Step 3: Write the Complaint Email (Fixed Format)

Use the official hardware complaint email template shared by Apni Pathshala.

Important rules:

• Do not change the email format
• Fill all required fields
• Clearly mention:
  • POD name and location
  • Contact person details
  • Issue summary
  • Hardware serial number

Incomplete or unstructured emails may delay resolution.

🔹 Step 4: Attach All Evidence

Before sending the email, attach:

• 📎 Issue video
• 📎 Clear photos of the issue
• 📎 Photo of the serial number

If attachments exceed 30 MB:

• Upload files to Google Drive
• Share a public access link in the same email

Attachments are mandatory.

🔹 Step 5: Final Verification Before Sending

Before clicking Send, ensure:

• The template is followed correctly
• All fields are filled
• Attachments or Drive link are added
• No information is missing

Only then send the complaint email.

5. What Happens After You Raise the Complaint

🔹 Step 6: Initial Review by Support Team

The Apni Pathshala Computer Team will review:

• Complaint details
• Video and attachments

They may reach out if additional clarification is required.

🔹 Step 7: Support Engineer Call

A support engineer will call to troubleshoot the issue.

Please ensure:

• You are available to take the call
• The affected PC is nearby
• You have time to perform checks during the call
• You cooperate and follow instructions carefully

Based on this call, a field engineer visit may be scheduled if required.

🔹 Step 8: Follow Through Until Resolution

The support team may request:

• Additional videos or images
• Small tests or checks

Please respond in the same email thread and provide details promptly.

6. Important Guidelines (Must Follow)

• ❗ Always reply in the same email thread
• ❗ Do not send multiple emails for the same issue
• ❗ Do not raise incomplete complaints
• ❗ Be patient — some issues depend on troubleshooting or hardware availability

7. Reference Video

For a visual walkthrough, please refer to the internal support video: