3Shape | TRIOS Out-of-Warranty Repair & Replacement Process

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3Shape | TRIOS Out-of-Warranty Repair & Replacement Process

Standard Operating Procedure for Reseller Support

To ensure consistent handling of TRIOS support cases outside of warranty coverage, please follow the steps outlined below:

 Step-by-Step Process

  1. Log a Support Case

   o    The customer must initiate a support ticket through their internal support team.

  • The support team asked for the reseller information to the customer. 
  • 3Shape Support will evaluate the case and determine whether the issue qualifies for:
    • Out-of-Warranty Repair, or Out-of-Warranty Replacement

The support Team will send an email to the reseller with the Item number and the price, and the customer details. 

  1. Quote the Customer  

Once 3Shape confirms the outcome:

  • The reseller will issue a quote to the customer using the appropriate item number and pricing.

Service Type

Item Number

Reseller Price

MSRP

TRIOS Out-of-Warranty Repair

99100034

$3,390

$3,999

TRIOS Out-of-Warranty Replacement

9900003

$2,625

$3,100

 

  1. Submit PO to 3Shape
    • After receiving a signed quote from the customer, the reseller submits a PO to 3Shape to initiate fulfillment.

 

  1. Fulfillment Timeline
  • For Replacement: 3Shape will ship the replacement scanner within 48 hours of PO receipt.
  • For Repair: 3Shape will issue a shipping label to the customer. Once the damaged unit is shipped back, the repair process takes 4–6 weeks.
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