Repair Processes

​ ​​​​​​​​​​​​​​​​​​Description of our processes for Repair Services

Through Repair Live customer fills-in a REF (Return Equipment Form) and chooses a Service (Repair) Center to ship cargo to. Service Center capabilities per family/products are available at this link:

​RepAir Capabilities by Service Center

  • Service Center checks REF content. If product is no handled by the site chosen, Service Center Rep will advice customer and will redirect/assign the REF to a different Service Center
  • Each Service Center assigned to the product line will issue an RMA (Return Material Authorization) and shipping instructions to customer
  • Customer is instructed to reference the RMA number in all logistic documentation (invoice, packing list, AWB or BL) and provide them at least 48 hours prior shipment to avoid customs penalties, delay or storage fees .
  • Sercel receives faulty equipment and informs the customer if any discrepancies between the REF and what has been received.
  • Sercel issues an order acknowledgement confirming receipt of cargo and lets customer know an evaluation's quote will follow
  • Sercel sends the customer an estimate of repair cost and awaits for approval and PO/funds
  • When approval and PO are received, Sercel starts Repair Process
  • Sercel finishes repair and:
    • Notifies customer of repair completion and awaits logistic instructions
    • Sends back to customer repaired equipment along with Summary RMA Report (also available in Repair Live)
    • Sends customer an email with shipping tracking details (AWB, BL, DHL, UPS, FEDEx, etc)
    • Closes the related RMA and automatically an invoice is generated to the customer to complete/close the customer REF/RMA request