Customer help
Support starts with the exact offer.
Use these sections to prepare the right questions. Exact delivery, installation, warranty, repair and return terms are confirmed per signed offer.
01 · Access and handover
Delivery
Before commitment, the offer should identify what is arriving, where it can be unloaded and who accepts the handover.
- 01Confirm the delivery address, access route, unloading limits and any venue booking rules.
- 02Record whether transport, packaging removal, positioning and collection are included.
- 03Check the exact unit or configuration and its condition at handover.
02 · Site readiness and setup
Installation
Installation can range from unpacking to mapping, integration, safety checks, acceptance testing and training.
- 01Define the power, network, floor, route, clearance and integration requirements for the actual site.
- 02Name who performs setup, testing, documentation, training and formal acceptance.
- 03Do not assume a product price includes commissioning or changes to the building or workflow.
03 · Coverage and escalation
Warranty and repairs
Coverage depends on the model, supplier, configuration, use and the support route agreed for that offer.
- 01Confirm the warrantor, covered unit and components, exclusions and the evidence needed to make a claim.
- 02Record the authorised support contact, diagnostic route and who approves transport or repair work.
- 03Ask how software, consumables, accidental damage and unauthorised modification are treated.
04 · Approval, condition and collection
Returns
A return is governed by the signed offer, the supply route and applicable rights—not a universal Robotysys window.
- 01Contact the named support route before sending or moving the robot.
- 02Keep the unit, accessories, packaging, serial records and condition evidence together where practical.
- 03Confirm approval, collection, inspection, costs and the outcome in writing for the specific offer.
Contact
Need help with a specific offer?
Share the quote or order reference, exact robot, supplier and the issue. We will use the responsibility and contact route recorded for that offer.