If a customer registers the device within 28 days after purchase they receive a 2 year manufacturer warranty. In case they register after 28 days the manufacturer warranty will be 1 year. Registration needs to be done via the below mentioned links in Registria.
Customer can purchase 2 different extended warranty plans (which will start after the manufacturer warranty period):
- Standard plan
- Premier service plan (with one time maintenance in house)
Both plans can be purchased for 1 / 3 or 5 years
How can customers purchase an EW plan:
1) Buying product via IFIT with EW plan (e-commerce purchase), IFIT will upload plan details to Registria and we will receive this in our system
2) Buying EW plan after they purchased device:
Registering product via Registria is needed:
- Registria portal for UK customers, register product: https://iconeu.registria.com/en-gb/reg
- Registria portal for French customers, register product: https://ifiteu.registria.com/fr/reg
3) Customers receive email when purchased a new device. This is ongoing up til 350 days after purchase. They still need to register via Registria when clicking on the link.
Campaign business rules / cadences email:
Bringing in every registration if it’s been 7 days , then trigger date is today (+7 days)
If it’s today, then trigger date is today + 7 days
EIW
Segment B - 70 days or less From Purchase Date (3 Emails) - Premier service plan
Anyone who has seen at-least 1 Premier email offer will be segment B
Email 1 - 7 Days from Registration Date
Email 2 - 14 Days from Email 1
Email 3 - 14 Days from Email 2
Segment A - 200 days or less from Purchase BUT MORE THAN 70 (Standard Plan Only - 3 Emails)
Email 1 - 7 Days from Registration
Email 2 - 14 Days from Email 1
Email 3 - 14 Days from Email 2
EFW
Segment A - 320 days or greater from Purchase BUT NO MORE THAN 350 days from Purchase (Standard Plans Only - 4 Emails)
§ Email 1 - 320 Days from Purchase or greater (capped at 350)
§ Email 2 - 14 Days from Email 1
§ Email 3 - 14 Days from Email 2
§ Email 4 - 7 Days from Email 4
Note: All emails are suppressed if the send date is less than 7 days from the offer expiring (for EFW if the email date is beyond 358 days of purchase, no email will go out).
Cancellation
Customers can cancel the EW plan before it’s used/started. Customers will receive a full refund. Please ask customers to email us (eu_support@servify.tech) with a cancellation request. In case the onetime maintenance has been done, the plan can be canceled but no refund will be done. Claim will handle cancellation and refund.
Onetime maintenance checklist
We will complete Preventative Maintenance Service Event of Your Covered Equipment,
at Your request. The Preventative Maintenance Service Event will include checking the following parts and components of Your Covered Equipment:
a. Walking Belt Tension and Wear;
b. Incline/Motor Calibration;
c. Console Controls;
d. Ranges through Speed and Resistance;
e. SpaceSaver Functionality;
f. Power Cord/Ground/Surge Protector;
g. Motor Belt Tension;
h. Electronic Dusting and Cleaning;
i. Reed Switch Alignment;
j. Motor Voltage;
k. Cushioning System;
l. Wear and Tear Locations;
m. MotorControllerCalibration;and
n. Machine Balance
We need following information from customer for both repairs as for onetime maintenance request
Customer name
Customer email
Customer full address
Customer mobile number
Serial number device
Device type
Location/room of device (needs to be easy accessible)
For a repair request we need to ask the customer the exact issue with the device. In some cases we need a picture or screen recording of the issue to have determined if this is an EW repair or not.