Priority
1. Client's calls
A call from a client takes priority over anything else.
2. New ticket in Zendesk which hasn't received a first reply and new DoF posts which requires our help
A ticket must have a first reply within 12 hours. A first reply is the first public comment from an agent
You can change your settings in your DoF profile to receive new posts and replies notifications to your email
3. Tickets in Zendesk which have already received a first reply
Repair
- Upon the reception of a defective Robotiq product not covered by the warranty by the repair department, an evaluation will be submitted to the support team in 2 business days.
- Upon receiving the approval of the customer to proceed with the repair, the Robotiq product will be repaired and shipped back to the customer in 2 business days.
- Upon the reception of a defective Robotiq product under warranty by the repair department, the Robotiq product will be repaired and shipped back to the customer in 2 business days.
0 Comments