What is the NavVis Repair and Maintenance Service?
After the purchase of a NavVis device, NavVis will continue to support you with the provision of hardware-related services until the end of your product's lifecycle. Shown below are the services offered:
Inspection and Maintenance: Includes checks on electrical components and connections, cleaning of sensors and filter replacements, testing the performance of the device, and software updates. For more information about Inspection and Maintenance refer to Inspection and Maintenance.
Repairs: Replacement of failed or broken parts due to accidents or wear. For more information about device repairs refer to Repairing your NavVis device.
Device Calibration: Recommended regular recalibration of your NavVis device to ensure optimal accuracy and data quality. For more information on the calibration refer to Factory Calibration of your Device.
Spare Parts Orders: Support with ordering spare parts when a device does not need to be sent to a NavVis office for repair. This allows customers to perform certain part replacements locally.
Contact Us
To book any of the NavVis Repair and Maintenance Services described above contact one of the following:
Via email at support@navvis.com.
Online, via the NavVis Support Portal at https://knowledge.navvis.com/ or https://support.navvis.com/.
By phone at +49 89 208 04 04 05 for support in English and German, or +1 332 217 2420 for support in English (North America only).
Contact your local NavVis reseller
Provide Information
When you make contact, provide the following information:
The device serial number.
A detailed description of the issue(s).
Photos and/or videos for documentation and inspection.
One or more datasets, if there are any data quality concerns.
The device's system logs capturing any device failures.
After assessing the information provided, our support team will recommend a resolution for your device, which could be a spare part, inspection and maintenance or a calibration (or a combination of all of these).
Repair and Maintenance Services Overview
Analysis: This stage begins when you first contact our support team. Our Service Engineers and Service Coordinators will:
Assist you in diagnosing the issue and scheduling a service.
Determine the service location (Munich, New York, or Shanghai).
Take any additional steps needed to resolve your issue.
Warranty and Quoting: Before your device is sent to one of our offices for a service, our support team will also review your device’s warranty status and provide you with a quote (if applicable). The quote outlines the services/repairs to be provided to your device.
Note that the initial service quote may be changed throughout the service, as our in-house technicians work on your device.
Shipping the Device: Once the type of service and the applicable terms have been agreed upon, the shipping process will begin, refer here Shipping the Device.
Service Execution: Once the device has been received, our technicians will inspect it before proceeding with the ordered services. Our goal is to ensure that your device meets the NavVis standards before it is returned to you. If any changes to the booked services are necessary, we will inform you promptly.
Returning the Device: Similarly to the inbound process, you’ll receive regular updates by our logistics and support teams. refer here Shipping the Device.
Invoicing (for paid services): After receiving your device and confirming it is in good condition, you will receive an electronic invoice for any paid services provided.