Are you experts in providing quality after-sales service? If not, our teams are there to support you through our training courses. Discover how after-sales service works with Distri3D.
By choosing Distri3D, you are assured of the best after-sales service in 3D printing in France. Our technicians are trained in 3D printing and know everthing about all our products. Their 3D printing skills are global, including knowledge of consumables, printing processes, softwares, etc. A broad knowledge that assures you the best possible service.
3D Printing is a new technology, very hard to master for our clients. In order to meet your expectations and ensure a better fluidity of exchanges, we have 3 levels of after-sales service for products under warranty.
Product Warranty : There is a one year guarantee on materials distributed by Distri3D for parts and labor. The warranty includes mechanical and electronic malfunctions of the machines only.
It does not include : all wear parts (consumables), all parts of the extrusion system, the feeder elements in contact with the filament, the plate, etc.
LEVEL 1 : INFORMATIONS AND DIAGNOSIS
Includes anything that does not result in equipment repair under warranty: troubleshooting, answering questions related to the use of the equipment, information on service and maintenance processes, replacement of parts related to the printing system, machine consumables, wear parts, etc.
LEVEL 2 : PART RETURN - ADVICES
Following the Level 1 procedure, the reseller concludes that there is a hardware failure requiring the replacement of a part. Distri3D offers trainings in order to make the resellers autonomous on common breakdowns, so that they are able to carry out these repairs by themselves.
LEVEL 3 : NECESSARY RETURN - REPAIR
If the repair cannot be performed by the reseller, or if the level 1 and 2 diagnostics have failed to determine the cause of the failure, it is then necessary to organize the return of the equipment to Distri3D.
Level 1 After-Sales Service : Procedure
The level 1 after-sales service is carried out by the Reseller, it is dedicated to information and support. It covers the interactions related to the use of the equipment and consumables, as well as breakdown diagnostics.
► Distri3D does not operate at this level.
Level 2 After-Sales Service : Procedure
After checking with your customer (firmware, use, settings, ...), your diagnosis indicates a hardware failure:
Level 3 After-Sales Service : Procedure
If the level 2 diagnostics and repairs did not solve the problem, or the Reseller is not qualified for this kind of repair, a return of material to Distri3D is essential, and these services will be invoiced.
Training for Resellers
In order for our resellers to be able to ensure an optimal quality of service, a technical training is proposed by Distri3D. This training is not compulsory, but it is not free, and provides the necessary knowledge to perform a professional after-sales service of levels 1 and 2. However, we strongly recommend you to take the training in order to guarantee your autonomy and beyond, the satisfaction of your customers
How to Make Your Level 2 & 3 After-Sales Service Request
In order for our support to accept your request and process it as quickly as possible, please follow the procedure below:
Equipment Out of Warranty : Repairs on Estimate
If the reseller or his customer has a broken equipment and he wishes to have it repaired by Distri3D the reseller can send a request for quotation. We will send a quotation to the reseller as soon as possible including :
Parts Cost (Selling price)
Labor Cost 75€(Excl. VAT)/Hour
Shipping Cost of the equipment
For more information feel free to contact our Resellers network team :
(+33) 1 79 75 30 70 (no surcharge call) Monday from 2:00 PM to 5:30 PM Tuesday to Friday from 8:30 AM to 12:30 AM and 2:00 PM to 5:30 PM
Fill in the contact form and we will contact you as soon as possible to discuss your project and explain how Distri3D works.