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CONTACT
CONTACT POINTS
POINTS FOR
FOR SERVICE
SERVICE PARTNERS
PARTNERS
Contacts related to…
Contacts related to…
o
o
Sparepart
Sparepart webshop
webshop orders
orders (e.g. “where is my spare part order going?”)
(e.g. “where is my spare part order going?”)
o
o
Spare
Spare parts
parts availability
availability (e.g. “Is spare part 1000xxxxx still available? I cannot find it in the
(e.g. “Is spare part 1000xxxxx still available? I cannot find it in the
webshop.”)
webshop.”)
o
o
Monthly
Monthly replacement
replacement shipments
shipments (e.g. “I have not reveiced my replacement shipment from
(e.g. “I have not reveiced my replacement shipment from
last month, when can I expect to get it?”)
last month, when can I expect to get it?”)
o
o
Shipping details of the spare parts
Shipping details of the spare parts (e.g. “I want my spare part order to ship into different
(e.g. “I want my spare part order to ship into different
address.”)
address.”)
o
o
Changes
Changes to
to existing
existing orders
orders (e.g. “I still need to add 10 pcs of spare part 1000xxxxx in my
(e.g. “I still need to add 10 pcs of spare part 1000xxxxx in my
order.”)
order.”)
Please note that changes may not
Please note that changes may not be possible unless in
be possible unless in exception cases!
exception cases!
o
o
Invoicing
Invoicing of
of spare
spare parts
parts (e.g. “I have not received an invoice on my order, how can I get
(e.g. “I have not received an invoice on my order, how can I get
it?”)
it?”)
o
o
Topics related to invoices or customs invoices
Topics related to invoices or customs invoices (e.g. “I need the invoice immediately for
(e.g. “I need the invoice immediately for
customs purposes.”)
customs purposes.”)
The
The right point
right point of contact is
of contact is [email protected]
Contacts related to…
Contacts related to…
o
o
Topics related to cost estimations
Topics related to cost estimations (e.g. “we have received a cost estimation, why is
(e.g. “we have received a cost estimation, why is
this?”)
this?”)
o
o
Status of products sent to Suunto Finland for repair
Status of products sent to Suunto Finland for repair (e.g. “I sent an unit for repair 3 weeks
(e.g. “I sent an unit for repair 3 weeks
ago, where is it?”)
ago, where is it?”)
o
o
Details
Details of
of the
the units
units sent
sent to
to Finland
Finland for
for repair
repair (e.g. “Was the unit repaired under warranty?”)
(e.g. “Was the unit repaired under warranty?”)
o
o
Topics
Topics related
related to
to shipping
shipping units
units to
to Suunto
Suunto Finland
Finland (e.g. “Is my attached proforma document
(e.g. “Is my attached proforma document
suitable?”)
suitable?”)
o
o
Changes
Changes in
in address
address or co
or contact pe
ntact person
rson for r
for repair sh
epair shipments
ipments (e.g. “Ms.XYZ will be handling
(e.g. “Ms.XYZ will be handling
the shipments at our end from now on.”)
the shipments at our end from now on.”)
The
The right point
right point of contact is
of contact is [email protected]
Contacts related to…
Contacts related to…
o
o
Functionalities of products or services
Functionalities of products or services (e.g. “Does Suunto Ambit2 S have alt
(e.g. “Does Suunto Ambit2 S have alt
imeter?”)
imeter?”)
o
o
How to use a product or service
How to use a product or service (e.g. “How do I change the units in D6i from metric to
(e.g. “How do I change the units in D6i from metric to
imperial?”)
imperial?”)
o
o
Problems encountered with Suuntolink/Moveslink/Movescount
Problems encountered with Suuntolink/Moveslink/Movescount (e.g. I’m using Windows 8
(e.g. I’m using Windows 8
on my computer and I’m having problems with syncing my moves. What should I do?)
on my computer and I’m having problems with syncing my moves. What should I do?)
The
The right point
right point of contact is
of contact is [email protected]
NOTE! When contacting please inform that you
NOTE! When contacting please inform that you are from a
are from a Suunto service partner.
Suunto service partner.
Contacts related to…
Contacts related to…
o
o
Changes in contact person, address or details of the service center
Changes in contact person, address or details of the service center (e.g. “We have a new
(e.g. “We have a new
person responsible for the service center who will act as your contact person.”)
person responsible for the service center who will act as your contact person.”)
o
o
Changes
Changes in sp
in spare p
are part websh
art webshop o
op or service
r service log p
log profile de
rofile details
tails (e.g. “I want to change the
(e.g. “I want to change the
email address in my webshop profile”)
email address in my webshop profile”)
o
o
Questions or feedback on Suunto processes or ways of working
Questions or feedback on Suunto processes or ways of working (e.g. “How does the
(e.g. “How does the
quarterly returns of defected warranty replacements work?”)
quarterly returns of defected warranty replacements work?”)
o
o
Escalations
Escalations (e.g. “A consumer contacted us about his product breaking already 3 times
(e.g. “A consumer contacted us about his product breaking already 3 times
within a year and he is angry. How should
within a year and he is angry. How should
we handle this?”)
we handle this?”)
o
o
General or specific needs for improvement
General or specific needs for improvement (e.g. “I think you the component X should be
(e.g. “I think you the component X should be
available for the service centers”)
available for the service centers”)
o
o
Borderline cases
Borderline cases (e.g. “There is a customer with a broken unit and the unit is just out of
(e.g. “There is a customer with a broken unit and the unit is just out of
warranty. How should be handle this?”)
warranty. How should be handle this?”)
o
o
Technical
Technical repair related
repair related questions to
questions to which you
which you cannot find
cannot find answer in
answer in Service Ma
Service Manuals
nuals(e.g.
(e.g.
“I could not find the instructions for f
“I could not find the instructions for f
ixing display in XYZ. How can I do it?”)
ixing display in XYZ. How can I do it?”)
o
o
Questions
Questions on
on service
service policy
policy or
or warranty
warranty instructions
instructions (e.g. “How long is the warranty on
(e.g. “How long is the warranty on
heartrate belts?”)
heartrate belts?”)
o
o
All o
All other
ther questions
questions that
that are
are not
not covered
covered above
above (e.g. “Is there any possibility to get further
(e.g. “Is there any possibility to get further
hands-on training of the repairs
hands-on training of the repairs
of Suunto D-series?”)
of Suunto D-series?”)
The
The right point
right point of contact is your
of contact is your regional
regional SERVICE NETW
SERVICE NETW
ORK MA
ORK MA
NAGER
NAGER
SUUNTO
SUUNTO
CONSUMER
CONSUMER
CARE
CARE
CONTACT
CONTACT
POINTS
POINTS
