Our Aftersales team is dedicated to providing you with reliable and efficient support when you need it most. Since August 2024, we've upgraded to a professional ticket management platform—a significant step forward in streamlining customer service and improving response times.
As new modules have been developed, we've integrated them into our ticketing system to manage customer support queries better. Today, every support request is logged as a ticket, allowing us to track, prioritize, and resolve issues more efficiently.
How the Ticketing Process Works
Step 1: Initial Contact
When you contact us with a query, Louise, our Aftersales Administrator, is your first point of contact. She will gather the details of your issue and enter them into our ticketing system.
Step 2: Ticket Creation
A unique ticket number is generated automatically. This becomes your reference point for all future communications regarding the issue.
Step 3: Information Gathering
To help us assist you effectively, we require the following information:
- Product fault or issue
- Contact first and last name
- Email address
- Make and model of the product
- Invoice and/or serial number
- Date of purchase
- Place of purchase
Step 4: Assignment and Action
Louise triages your call and assigns the ticket to the appropriate technician based on the nature of your issue. The more complete information you provide, the faster our team can deliver accurate support.
Step 5: Resolution and Communication
Your assigned technician will work on resolving your issue and keep you informed of progress throughout the process. In cases where all technicians are occupied, our on-duty engineer steps in to provide additional support during busy periods, ensuring you receive timely assistance.
Warranty and Product Returns
We Recommend Using Our Online Form
For warranty or product return inquiries, we strongly encourage using our online form. Requests submitted through this channel receive priority handling in our queue.
Why Online Gets Priority
- Automatically captures all required information in the correct format
- Creates a complete digital record from the start
- Allows our team to review and prepare before contact
- Available 24/7—submit when convenient for you
Submit Warranty of Returns Here
Phone Support Alternative
While you can still call us directly, online submissions help us process your request more efficiently.
A Fully Digital Platform
With our upgrade to a fully digital platform, all customer service interactions are now centralized within our professional ticketing system. This makes it easier for our team to follow up on queries and refer to previous cases.
When contacting us, simply quote your ticket number to help us locate your case quickly. Please allow our team a couple of minutes to review your ticket details and become familiar with your specific situation—this ensures we give you informed assistance.
Looking Ahead
Our Aftersales team is committed to improving service levels and is actively working on key performance indicators (KPIs) to monitor response times. We will be implementing the final two modules into the system over the coming months to achieve full integration of our digital platform.
We're confident that this digital transformation will continue to improve service and support for our valued customers.
Making It Work Better Together
What We're Doing:
- Investing in professional ticketing systems and staff training
- Monitoring our performance through key indicators
- Maintaining complete case histories for better service continuity
- Providing multiple channels for accessing support
What You Can Do to Help:
- Have your product and purchase details ready when calling
- Use your ticket reference number for follow-ups
- Consider our online warranty/return form for faster processing
- Provide complete information upfront to minimize delays
The Result:
More efficient processes, better communication, and reliable support that helps keep your business running smoothly.
