Do you provide remote support during installation or commissioning?
Yes, remote support is provided by phone and WhatsApp during installation and commissioning. Diagnosis is faster when you share a photo of the wiring, an image of the terminal block and measurement values. For the HCT402 there is a commitment to respond within twenty-four hours if the fault photo is sent over WhatsApp; support hours are Monday-Friday 09:00-18:00, Saturday 09:00-13:00.
To get the most out of remote support, have the following information ready before calling:
- Product model and, if available, serial number
- Supply voltage measurement (under load and unloaded)
- A clear photo of the terminal/connector connections
- The behaviour of the LED status indicators, if any
- On which movement or command the fault appears
With this information most commissioning problems can be resolved in a single call. In cases that cannot be resolved remotely, the product is directed to service.
Our service and support scope includes phone support, remote diagnosis, service by courier, warranty service and user training. The charging terms for services such as training and field support are determined according to the scope of the request; for this, first apply in writing from the contact page and have the scope confirmed.
We recommend reading the manual documents on the product page before installation; the great majority of wiring errors are prevented at this step.