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E-Commerce - Request Service

How to request service for an Asset in the E-Commerce Customer Access Portal.

In This Article

Introduction

The Request Service feature in the E-Commerce Customer Access Portal allows you to request service for the equipment you have registered in the system.

How to Request Service

To request service for a piece of equipment, follow the steps below.

  1. Log in to the E-Commerce Customer Access Portal, then select Equipments → Equipment List from the left navigation menu.
  2. Locate the piece of equipment for which you’d like to request service. Note that you can only request service for pieces of equipment you have registered in E-Commerce; see “Add / Edit Equipment” (article forthcoming) for more information.
  3. Click the three dots to the left of your equipment’s row, then select “Request Service”.
  4. Fill out the Service Request form, making sure to include accurate contact information and a description of the issue you’re experiencing. Once you’re finished, click “Save” to submit the form.
  5. Once your request has been submitted, you will receive a confirmation email with the subject Equipment Service Request. Note that this email will be sent to the address of the E-Commerce user who submitted the request, NOT to the address provided on the Service Request form.

The Service Request Form

  1. Information Panel
    Information about the piece of equipment for which service is being requested is displayed here. If any of this information is incorrect, it is recommended to update it before submitting your service request.
  2. Contact Name
    The name of the customer contact for this request.
  3. Email
    The email address at which the customer contact for this request can be reached.
  4. Phone
    The phone number at which the customer contact for this request can be reached.
  5. Preferred Contact Method
    Select whether the customer contact prefers to be contacted by email or by phone. Whichever option is selected will become mandatory to provide.
  6. Where do you want this equipment serviced?
    Select whether the equipment should be serviced on site or in the shop.
  7. Is the site address correct?
    Indicate whether the address provided in the location field below (8) is correct. If “No” is selected, you will have the opportunity to provide updated address information.
  8. Location
    The address of the work site where the piece of equipment is located.
  9. Requested Start Date
    The desired date on which service for the machine should begin.
  10. Why are you requesting service, what symptoms are you experiencing?
    Briefly describe the issues you are experiencing with the piece of equipment. This field accepts a maximum of 200 characters.
  11. Cancel Button
    Close the Service Request form without submitting your request.
  12. Save Button
    Click to submit your service request.