SERVICE PROCEDURE
16
SERVICE AND REPAIR PROCEDURE
1.
SHOCKWAVE Seats can provide complete service and repairs for our products anywhere in the world. The procedures
listed below cover repairs and service that can only be conducted by SHOCKWAVE technicians.
2.
Contact SHOCKWAVE Technical Support Engineers (TSE)
A
.
Submit a quote request to [email protected]
B.
Contact by phone: +1.778.426.8544
3.
Our TSE will need to:
A
.
Complete contact information including e-mail and telephone.
B.
All details relative to the request including serial numbers and photographs.
C.
Request some trouble shooting by the customer to determine a cause of the problem if possible.
4.
If the customer request SHOCKWAVE to perform the work at the SHOCKWAVE facility, the TSE will provide:
A
.
A quotation based on a worse-case scenario that may be subject to change.
B
.
Cost of labour, lead time and shipping costs will be included in the quotation and are subject to change.
C
.
Sales order confirmations will be provided upon customer approval of the assessment. Sales orders may
be changed upon completion of the work if previously unknown issues are discovered that require repair
or part replacement.
D
.
Customer will be provided with updates on progress.
5.
Should the customer require repairs anywhere in the world, a quotation including logistical costs for sending a
technician and materials off site will be provided:
A
.
Travel time, hotel, labour and cost of transportation of necessary materials will be included in the quote.
B
.
Costs may change due to unforeseen items found in the inspection.
C
.
A reasonable time line will be provided.
6.
If the product is shipped to the SHOCKWAVE facility, the repair or replacement process will begin ASAP.
A
.
If components are in stock SHOCKWAVE will make every attempt to replace or repair ASAP.
B
.
Once the product is repaired or replaced it will ship within 24 hours.
C
.
Notification of shipment is emailed at time of shipment, which includes expected delivery date and
tracking information.
