Once a product has found its way back to Wetzlar, it goes straight to the diagnostic station. Here it is carefully inspected and a decision is made as to what measures are necessary. If the repair costs less than € 200, work starts straightaway. If the repair is rather more expensive or total reconstruction is required you are first asked whether you agree to the estimated costs.
Klaus Felgenhauer, Head of Customer Service in Wetzlar, is constantly working to cut repair times: “In the last five years we have completely restructured our customer service operations. While waiting times used to be considerably longer, today we get all repairs done in an average of six working days – depending on the complexity, age and type of product. This does not take delivery times into account. In 80 per cent of cases we are now even managing an average processing time of maximum five working days”.