Introduction
Should your customer, referred to here as the ‘End Client’ experience any issues with their device, NavVis will support you. Described here is everything you need to know about the device repair process.
Roles and responsibilities
The following defines the roles and responsibilities and general guidance.
If the device is still under warranty, costs and shipping co-ordination are the responsibility of NavVis.
If the device is no longer under warranty, costs and co-ordination of shipping are the responsibility of the Reseller Partner.
The end client should always contact the Reseller Partner in the first instance.
The Reseller Partner then contacts NavVis support by sending an email to support@navvis.com with the information described in the procedure below.
Requests for device services, such as repairs, maintenance or calibration, must go through our official NavVis support channel. This will help get support for the end client as quickly as possible. Your Channel Success Manager or Account Executive will not be able to assist on such technical topics.
For the purpose of tracking please make one request per device.
Warranty regulations for NavVis devices
These are described in the NavVis General Terms and Conditions (GTCs). Only the version provided by NavVis at the time the product was ordered is valid. Please find our recent versions here for reference:
Procedure
The following procedure describes how we can support you and your End Client.
Information Collection
Gather as much information as possible from your customer:
a. Customer and device information
We need information on who your customer is and the details of the device:
Your customer’s company name.
The serial number of the device.
b. A precise description of the issue
We need a detailed description of what issue your customer is experiencing and which situation they are currently in.
A description of an event when the issue occurred.
When did it happen? Date and time?
Is the device able to restart and scan?
Does the issue keep repeating?
Is the end client on a project site and cannot scan?
Is the end client available for remote support?
c. Photos and logs
Gather the following information about the issue: We need photos, log files and dataset files if applicable.
Software issue:
Take a photo of the error message displayed on the screen.
Gather Device logs.
If possible, obtain the dataset file that was created when the issue occurred.
Hardware issue
Capture photos from different angles showing the issue(s).
Gather Device logs if the device and UI is still working.
d. Send information to NavVis
The Reseller Partner then contacts NavVis support by forwarding all gathered information to support@navvis.com.
NavVis Support Troubleshooting
Once you have provided the information about the issue from your customer, NavVis Support will troubleshoot the issue:
We may contact you with further questions.
We may ask to remotely access the End Client’s device under your supervision for advanced troubleshooting.
Quotation Management
If the device is no longer under warranty we will provide a formal quotation statement setting out the estimated cost for the repair work required, refer here for details.
If the device is still under warranty a quotation is not required.
The location of repair
Once we understand the issue and how to fix it, we will let you know the location of where the repair will be made. The location of the repair depends on what the issue is. The location will be one of the following:
Spare part sent direct to the End Client.
Repair at your premises (Reseller Partner).
Repair at local NavVis office.
Repair at NavVis HQ Munich.
Note: If a device has not been maintained or calibrated by NavVis within the last two years, we strongly recommend the repair is made at HQ Munich in combination with a calibration.
5. Shipping co-ordination
Depending on the issue with the End Client’s device it may need to be sent for repair, refer here for details on shipping coordination.