Where you would have to re-order your product as warranty request through our order portal Merkato, from now on you will find a warranty button in myPluggerz. Click on 'my orders' in the portal, select your order and click on the button 'request warranty' in the top right corner. You will then be sent to the Merkato portal to fill out a form.
When requesting a warranty, you will only have to fill out 4 fields:
1. Reason for warranty
Here, you can choose from the same options as in the current process.
2. Stereo/mono
If the original order was a stereo order, this field will automatically be set to 'stereo', but you will be able to set this field to 'mono' (only left or right side). If the order was a mono order, this option will be set to 'mono' and cannot be changed.
3. Type of impression
- Physical: when selecting this option, please send us a new physical impression;
- Digital: with this option you can provide us with a scan of the impression;
- Archive: select this option if the impression is already in our system.
4. Remarks
When clicking on the button 'to order page', you will find the order overview. As per usual, you can fill out remarks for our production department here. If you added a remark to the original order, this remark will be automatically added to the warranty request. You will be able to add additional remarks to the warranty request so we know exactly why the warranty request is being made. Simply said: the 'remarks' field is specifically meant for clarification of your warranty request, so we know exactly what changes to make.
Requesting a different configuration of the ear mould will not be accepted as warranty request.
After filling out the form we kindly ask you to print the receipt and send it to Pluggerz with the impressions.
Important: if your warranty request is made for archived impressions, the receipt will already be visible in our system. In this case, you do not have to send or e-mail the receipt to us.
The warranty button in the custom made order portal will be available for all Custom-Fit orders that meet the following two requirements:
The order has been produced and sent (status 'sent' in myPluggerz)
The shipping date is not older than 6 months. If the ear mould is older, the warranty button will not be visible.
Upon your warranty request through the warranty button the options 'cord with clothing clip', 'Smart Clean Set', 'cleaning cup', 'Sennheiser' and 'urgent request' are automatically turned off (in case they were included in the original order).