Customer Service Policies

iMRSAsia WP Admin
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ByiMRSAsia WP Admin

This is an extract from the August 2020 SBS Newsletter on the Customer Service Policies

In June 2018 we announced our new concept of global customer service together with the launch of our unified ticket system and a number of defined rules and policies how to handle complaints, repairs and exchanges, warranty as well as non-warranty. Unfortunately, these rules and policies are becoming increasingly neglected again, which leads to frustration, lack of professional handling among everybody involved and at the end it will create unsatisfied clients! In order to correct this unpleasant development and get back on a professional and efficient track again, we now implemented all details and policies in our official document “New Policies and Procedures“. The updated version has been uploaded to your virtual back office and can also be downloaded here for your review and information. Professional customer service is one of the mainstays of a successful company. It was and is always our ambitious goal to provide world-class service in every country we supply and at the same time eliminate complaints caused by user error, misunderstandings and lack of education. The following rules and policies are hereby mandatory and need to be respected:

  1. Every complaint requires a ticket number and can be only addressed to SBS via the existing online ticket system. Personal complaint emails to our staff can no longer be accepted! Link to our Global Ticket Center.
  2. Our respective country offices are professionally equipped and trained in order to evaluate and solve complaints in the best interest of the client. Therefore, we will not accept any shipment of “defective” goods without prior approval from our staff through the ticket system or via personal message to the client. Incoming parcels without a valid ticket number will not be processed until a ticket number is finally assigned.
  3. The assignment of retrieving a ticket number is in the responsibility of the client and/or the assigned rep.
  4. Our trained staff will get in touch with the client once a ticket is assigned and start the troubleshooting process prior to the decision, whether a product has to be sent in for exchange or repair. This decision can only be made by our Customer Service Manager and not by the client or rep.
  5. The following policies apply for repair and exchange:
    • Repairing or exchanging a faulty product, under warranty: Free of Charge for the client
    • Repairing or exchanging a faulty product, non-warranty: The client will receive a detailed offer prior to action and needs to confirm the costs and pay for the repair or exchange according to the offer.
  6. Shipping Policies:
    • Sending in a faulty product (warranty and non-warranty): The customer pays for the shipping
    • Sending out an exchanged or repaired product to the client: SBS pays for the shipping, whenever the repair or exchange is under warranty, for non-warranty repairs or exchanges, the client pays for the shipping
  7. Warranty: Every SBS product comes with a designated warranty. Please be aware, that products and accessories may have different warranty terms, especially when it comes to the duration of the warranty. The designated warranty time frames are always mentioned in the owner’s manuals of the product or accessory. Below, please find the most important warranty terms at a glance for your records:
    • MRS prime control unit and Exagon applicators: 36 months!
    • Exagon Sense: 6 months!
    • Exagon Brain: 6 months!
    • Omnium1 2.0 Tablet: 12 months!
    • Omnium1 2.0 applicators: 36 months!
    • OmniBrain: 6 months!

IMPORTANT INFO:
The offered warranty extension (Carefree XX months) for the iMRS prime and Omnium1 2.0 product family only applies for the control unit and the applicators, NOT for the accessories!

ANOTHER IMPORTANT INFO:

We will not send out any new products to clients in case of a complaint unless there has been an evaluation and/ or troubleshooting session performed by one of our Customer Service specialists! We will also not send out any new products prior to receiving the “faulty” product in our service department for evaluation!
All outlined actions, rules and policies are necessary and mandatory to provide professional, efficient and cost-optimized Customer Service and to keep the pace with our global growth. We hereby cordially ask for your unconditional contribution and support. You as the assigned rep are always the first messenger whenever a client has a problem. You know your client and may even have a personal relationship with the client and you are representing the first line of responsibility. A professional and at the same time kind and determined attitude helps you and us to provide world-class service for our valuable customers! Thank you very much in advance for your help!