THE 3 STEPS OF ASSISTANCE.
MANAGEMENT OF TECHNICAL PROBLEMS AND REQUEST FOR ASSISTANCE.
You have difficulty operating your Tomaga Imperial i33 mechanical flywheel slicer and / or you notice a malfunction or technical problem. How to proceed ?
Look in the user manual supplied with the product to see if the nature of the problem is stated, or on our site www.tomaga.fr, under “Assistance”, then under “FAQ”. You understand the nature of the malfunction or problem – You can perform the customary checks and fix the problem yourself.
You were not able to understand and / or fix the problem. Write an email detailing the nature of the problem encountered using the form offered on our website www.tomaga.fr, under “Assistance”, then under “Online Assistance”. Describe your malfunction as much as possible by using the indications and names of the spare parts contained in the “Assistance” section of the site, then under the “Imperial i33 spare parts” section. Accompany your email preferably with a short video where you explain the problem encountered. We will answer you or get in touch with you within 48 hours to help you solve your problem.
The problem or malfunction found is not resolved with the answers provided in steps 1 and 2. We send you a technician directly on site. If the machine is under warranty and the nature of the fault falls within the scope of the warranty, it is repaired or exchanged. Any device out of warranty or any failure that does not fall within the scope of the warranty will be the subject of a free written estimate including the technician’s diagnosis. Travel and intervention costs (travel + hourly cost + spare parts) are then your responsibility. The response to the quote is taken into account only if the quote is signed and stamped with the customer’s agreement. No repair or exchange is made without this prior written consent. Payment by check payable to TOMAGA INDUSTRIES is required before any travel and before any repairs.