How to Make Communication Easier for an After-Sales Service Request

Focus on visuals

Instead of a lengthy description of the problem you are experiencing, we encourage you to send us photos, videos, or simple tables summarizing your diagnosis. Although written explanations are useful in some cases, the vocabulary used and the clarity of the explanations often vary from one customer to another, creating misunderstandings or even tensions as the number of emails, and therefore the time needed to handle your request, increases.

A few examples

Summary table

Imagine you notice problems with water flow in your RO system or water softener. It may be useful to perform one or more flow rate and TDS tests so our team can analyze the possible causes. Your table could look something like this:

This is of course just an example, and your table may look very different, but you get the idea.

Photo

For a leak, for example, one or more photos showing its exact source will tell us much more than a lengthy description. Ideally, a wide shot and a closer shot allow us to quickly identify the source of the leak.

Video

If you feel it is necessary, or if we need it to investigate our diagnosis further, you can record a short video. Here are a few tips to make it as clear as possible:

- Keep your video as short as possible. There is no need to film a situation in which nothing happens for several minutes. This unnecessarily makes the file large and difficult to transfer.

- Be thorough. Even details that seem obvious to you must be shown so our team or our manufacturer's expert (who does not speak French) can understand as clearly as possible. For example, you need to show whether the water inlet, faucet, and drain are closed/open, and of course, what is displayed on your water softener's or RO system's screen.

The clearer your video is, the sooner we will be able to offer you an appropriate technical solution.