A: OPENING A SUPPORT TICKET
All of our iMRS and Omnium1 customers are entitled to service support directly from our worldwide offices. Your lifestyle consultant can assist you in logging a support case properly so that your case can be responded to in a timely manner. It is important to keep a few things in mind to make the process go smoothly
- The country of purchase. Supporting cases will be routed to the responsible office based on your country of purchase, regardless of where you live now. For instance, if you purchased the item in the USA and are now in Australia, your case will be routed to the US office and supported by them. Only in the event of a replacement or further troubleshooting will the office reroute your case to the appropriate office based on your current location. For example, to the Hong Kong/Singapore office.
- You need two pieces of information to begin a support case – your customer ID and your e-mail address.
- Your customer ID can be found in the top right corner of your invoice. It should be a seven-digit number starting with 100xxxx.
- If the customer needs to return the item for investigation/replacement, a one-way shipping charge is applied.
- The return shipping cost will be covered by Swiss Bionic Solutions.
As your first level of support, a notification will be sent to your immediate sponsor regarding a new support case ticket. However, if you do not receive a response from either of these, you can escalate the ticket# to cs@imrsasia.com.Support requests sent to cs@imrsasia.com must be accompanied by a valid support ticket
CLICK HERE TO GO SUPPORT SITE (https://support.swissbionic.com/support)
B: CONTACTING CS@IMRSASIA.COM
Sponsors or those who have already performed a preliminary diagnostic can send their issues directly to cs@imrsasia.com (applicable only to Asia Pacific customers) for faster response.
Please provide us the following information if you don’t have a support ticket#.
- Customer ID/Invoice ID/Customer Name (registered in System)
- System Model & serial number :
(for Prime, this will be the connector box serial number, for iMRS, this will be the 6 digits serial number at the bottom of the controller. For Omnium1, this will be the serial number of your tablet). - The problem description and the steps you have taken so far.
We do suggest you visit https://imrsasia.com/resources or https://imrsprime.com/support, https://omnium1.com (FAQ Section) for some common issues and FAQ before contacting us.