Service Process
FOERSTER systems play a crucial role in your production, which is why dependable service is essential. Our global support ensures that you can rely on expert assistance at any time—whether you need recalibration, repairs or on-site troubleshooting. Every request follows a structured process that guarantees clarity, traceability and fast response. Our goal is to keep your operations running smoothly and your equipment performing at its best.
24/7 Service-Hotline
You can reach our Service Hotline 24 hours a day, 7 days a week.
Support whenever you need it
Our service process ensures that you receive fast, transparent and reliable support throughout the entire lifecycle of your FOERSTER systems. Whether you require recalibration and repairs at our service centers or on-site support at your production facility, every request follows a clearly defined workflow. It begins with your initial contact and the creation of a service ticket, which provides a unique reference for all communication. Based on your information, our experts assess the issue and determine whether remote assistance, an on-site visit or the return and inspection of the device is the best solution. After your approval of the cost estimate, the required service is carried out—either through recalibration, repair or on-site intervention. At the end of each process, you receive comprehensive documentation, and all service information is archived to ensure full traceability and consistent support in the future.
SERVICE PROCESS
- 1
Initial Contact
Enter the necessary information and detailed description of the problem. Your case will be handed to a dedicated service employee and will be assigned a ticket (RMA) Number
- 2
Send us your device
Send your device together with your RMA number to:
Institut Dr. Foerster GmbH & Co. KG, In Laisen 70, 72766 Reutlingen, Germany - 3
Inspection and cost estimate
Your device will then be inspected and you will be given a cost estimate.
- 4
Repair and Shipment
After approval: The product is repaired or recalibrated, retested, and approved. The product is then shipped to the customer.
- 5
Completion and documentation
The service completion report is created (including measures, tests, photos if applicable). All relevant information (tickets, RMA, approval, repair) is archived in the system for future reference.
- 1
Initial Contact
The service process begins with contacting our service team via the 24/7 emergency hotline or the online service form, where all relevant information and a detailed description of the issue are submitted.
- 2
Ticket Creation and Assignment
A service ticket with a unique reference number is automatically generated, confirmed by email, and assigned to the responsible service employee for further processing.
- 3
Issue Analysis
The team analyzes the information provided and offers technical support or remote assistance whenever possible. If the issue cannot be resolved remotely or an on-site visit is requested, the scope and timing are clarified and a cost estimate is prepared.
- 4
Customer Approval
The customer receives the cost estimate for review and approval before any on-site work is carried out.
- 5
On-Site Service
After approval, FOERSTER technicians visit the customer’s premises and carry out the agreed service tasks in accordance with the defined scope.
- 6
Completion & Documentation
A detailed service completion report is prepared, the customer receives the opportunity to provide feedback, and all relevant information is archived for future reference.