Ensuring timely service and regulatory compliance for a smooth experience
Since 1st January 2019, we have implemented a procedure regarding repair/service quotes for our devices. To ensure a streamlined and efficient process, we kindly request your cooperation in responding to these quotes within a reasonable timeframe.
Outlined below are the steps we will follow in case of no response to a repair/service quote:
30-Day Prompting: Upon sending the repair/service quote, we will initiate a 30-day waiting period during which, if we have received no response, will reach out to you via our ticket system to remind you of the pending quote.
Further 30-Day Communication: After the initial 30-day period, the customer service team will actively contact you through phone, email, and the ticket system to ensure you have received the quote and provide any assistance you may need.
Formal Disposal Notification: In the event that the repair/service quote remains unanswered after 60 days, we will send you a formal letter. This letter will inform you that if no response is received within a further 30 days, the device in question will be disposed of.
If you have any queries about this new procedure, please get in touch with your account manager. They will be more than happy to assist you.