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I usually throw a little extra info into my emails so I look as if I know what I'm talking about
Its usually technical people that respond so I normally say something like
I've checked the bias voltages on the op amp pins which are correct at half the power supply blah blah blah or whatever
You could say something like I've checked the resistance over the pots rotation and get infinite ohms and suspect the resistive strip may be open circuit
They're usually more responsive if you fling in a couple of techie things and if you tell them the outcome, well pals for life!