Warranty claim

 Returns and Warranty Claims – Simple and Efficient

Our RMA process is fully integrated into Freshdesk via a digital form:
https://wstech.freshdesk.com/support/tickets/new?ticket_form=warranty_claim

Here's how it works:

1. You fill out the RMA form online via our portal
2. Once submitted, a ticket is automatically created in our system
3. You receive a ticket number, which must be included with the package – this acts as your reference number

Benefits for you:

• We receive all necessary information upfront (error description, serial number, etc.)
• No need for manual emails or printed PDF forms
• We can quickly proceed with warranty processing and root cause analysis (RCA)

 How We Handle Your Case

• Tickets are automatically assigned to the appropriate technician
• We use automations and predefined replies (macros) to ensure fast and consistent case handling
• You will receive updates via email – and you can always log into the portal to track your case

 Response and Processing Times

• We operate with defined internal timeframes based on case type and priority
• All customers receive a response within our set service levels (SLA)

Quality and Continuous Improvement

• We use statistics and feedback to continuously improve our services and processes
• Our goal is not only to solve the issue – but to understand the root cause and prevent recurrence