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