The 3-step repair process
1. Initial diagnosis
If your system is not working properly, contact Customer Support via the form below, email, or telephone. To accelerate the process, please include the serial number of your system.
Our service team will promptly assess the issue. Many problems can be resolved immediately via remote support, avoiding physical repair and further downtime.
2. Feasibility check & quote
If a physical repair is necessary, your service contact will first assess its feasibility. For systems up to 7 years old, we guarantee the availability of spare parts, and repairs are carried out at a fixed, transparent fee. For older systems, we carefully assess whether a repair is the most cost-effective solution.
If the repair is feasible and cost-effective, you will receive a detailed repair quote. If required, we can include rental systems to avoid downtimes.
3. Ship and repair
After order confirmation, you will receive a Return Material Authorization (RMA) Form with a unique case number. Ship your system, including the RMA form, to the specified repair address.
Upon receipt, your hardware will undergo repair, factory re-calibration, and full testing before being returned. We aim to minimize your downtime. On average, our team requires 3 weeks for the internal repair process, plus standard shipping lead times.