It's all in the info
When contacting technical support, the best thing you can do is provide detailed and relevant information, and be to the point.
<<Basic greeting and request>>
Hello SteriPEN Product Support,
My SteriPEN Classic is not working as I expect it to, and I could use your help.
<<Detailed description of how the SteriPEN is being used, and the unexpected behavior.>>
Here's what is happening:
I put fresh-from-the-package, Energizer, lithium batteries in the pen. I was sure to orient them correctly, as the symbols in the battery compartment show.
I put the battery cap back on so that the blue triangle on the battery cap points towards the closed lock symbol.
I removed the lamp cover.
I dipped the pen into the water so the water covers the blue rubber tip.
<<Detailed description of the unexpected behavior, note bold keywords>>
I pressed the activation button, but all I see is a single green flash, then single red flash from the indicator light.
I pressed the activation button, but all I see is flashing green, then single red flash from the indicator light.
<<Important and relevant information>>
What is going wrong? I'm on the trail, so a quick response will be appreciated. The best way to respond is by calling my phone number 207-555-1234.