Repair
We will be happy to assist you with repairs to your scales efficiently and professionally.
Contact and preliminary diagnosis
Please send us the following information by e-mail to initiate the repair process:
- Company name
- Order number (if available)
- Model name of the affected scale
- Serial number of the scale; for Xtrem scales also the serial number of the display
- A description of the problem
- If possible, a picture of the defective part (delete if visible)
Our technical support will process your request promptly and contact you to discuss possible troubleshooting steps. If remote troubleshooting is not possible and a repair by the manufacturer is an option, we will suggest this option in the next step.
Repair process
Our dedicated customer service team will organise the collection of your defective scale. Please note: Under no circumstances should you send the goods to us or the manufacturer yourself, as it is not possible to assign them correctly in this way.
In addition to the information already mentioned, we need the following information for collection
- Your exact collection address
- The dimensions of the packaging used
- The name of the responsible contact person
- A telephone number for any queries
Our customer service will then contact you with instructions for collection and the required labels. Once the goods have been received by the manufacturer, a thorough check will be carried out. If a repair is possible, we may provide a cost estimate before we start the repair. In the case of a warranty, these costs are not applicable.
As soon as the repair has been completed, we will send the scale back to you. You will receive a notification from us about the shipment, including a tracking number.
Repair conditions
For warranty cases within the first year after the purchase of the scale, there are no costs. For non-warranty cases outside this period or due to your own fault, we will be happy to offer you a repair service. This will incur charges for shipping, service and spare parts. After the scale has been checked by the manufacturer, we will make you an appropriate offer.
