Dealer – repair Booking process

This document is to outline the process of booking in chargeable and warranty repairs for the customer on behalf of TTS.

STEP 1: Create Repair Request

Go to festool.com.au -> services -> Dealer Portal -> Repair and Warranty Request

Enter your Dealer account number.

Dealer account name and contact email will populate automatically. This is the email address that will be used to sent the freight Labels to, if this is not the best email address to use it needs to be updated

Click ‘Proceed’

If the customer has already booked in the tool, you can enter the ‘Repair request reference’ the customer has received in the email confirmation or alternatively look up the Serial and TNR number to call up the customers information. You can now add your own internal reference/job number and any additional comments.

If the tool is not registered for repair yet a new repair request will have to be created (1)

In this section the End customers details have to be added. These details will be used for quotation and Invoice purposes so please confirm customers email address and ensure these details are correct.

Fault details should be as detailed as possible so our technicians have all the information they require to assess the tool

• - Click on ‘Add repair request’
  
  • - Tools that are registered will automatically populate the Purchase date and be ticked for warranty if within warranty period. Please note if warranty is selected and tool is not registered you will be required to upload proof of purchase
  • - Tools outside of warranty will incur a $33 service Charge which will be deducted of final repair Invoice if you decide to proceed with the repair quotation
• - If you have multiple tools for repair, you can add them by clicking ‘add another Repair request’.

STEP 2: Create Package

Choose Package details (Carton or Pallet) and associated dimensions. For multiple tools (packages) please add as many packages as required (eg. 5 tools packed up in 3 cartons will require 3 Packages)

STEP 3: Submit Pickup request

Confirm Pickup address. You have the option to get a tool picked up from your store, the end customer address or any other specified address.

Please note somebody has to available at Pickup address to hand over package to freight courier and labels need to be attached to it.

Once completed you will receive Courier labels from our customer service team within 24 hours