whatsapp : +31 6 373 391 43Â First of all we are naturally sorry to hear you are experiencing an issue. Rest assured though that our engineering team is ready to help you and they will do everything they can to get your machine back to its default state as soon as possible.
Before our engineers can help you though it is very important that you describe the problem in extreme detail and submit many photos and videos. Remember that our engineers must spot details and make an initial diagnosis based on the information you send them. If you are not detailed then their help will be less efficient and the process will take much longer.
Our engineers may ask you questions or ask you to perform certain procedures based on the information you gave them. They do this to try and help you faster and to prevent you from having to submit your machine to a service center. It is in fact much easier for engineers to diagnose a machine in our service center, and under carry-in warranty you would normally have to submit your machine to our central service hub first, but we also understand that it is easier, faster and cheaper for you if they can try to help you remotely. This is why they will first try to work with you through e-mail or ask you to send small parts of a machine for diagnosis.
#1 : Describe your problem in great detail ( What happened exactly when you found the problem the first time, when does the problem occur, does the problem occur each time , etc, etc,)
#2 : Follow the instructions sent by our engineers exactly and provide them with feedback (small details matter)
#3 : Maybe you and your designated engineer may require several e-mails back and forth
#4 : If needed the engineer may escalate to whatsapp video to check an issue in real time
#5 : if the problem persist you are requested to submit your machine to a service center for full diagnosis
# ! : you may always skip these steps and submit your machine directly to a service center (by appointment) if you can. This will allow a more thorough diagnosis and if repairs are needed they can be performed directly after diagnosis.
