In the following lines, you will find our technical and environmental charter.

Over a period of 2 years, we have analysed the way our technical department operates and the expectations of our customers, while keeping in mind our leitmotiv, which is to constantly improve our product reliability and thus our environmental impact.

A few explanations:

- Every repair goes through our product quality analysis process.

From the moment a product enters our technical service process, the causes and consequences of the breakdown are analysed and dealt with in order to increase our reliability via an alert threshold logic. Thus, a product with a return rate of more than 5% enters technical surveillance (less than 3% of our products to date); if this rate exceeds 10% (none to date), marketing is suspended for the time it takes to validate the ins and outs and make the necessary corrections.

- We only change electronic cards if they cannot be repaired.
Our philosophy is clear: we do not systematically change electronic boards, we prefer to repair them, firstly because changing a board does not require qualified electronics technicians, and secondly, changing a board does not give the cause of the fault and distorts the analysis. It is our duty to know why a particular component has burnt out, and in most cases we are able to give the cause of a fault.

- Our technicians have at least a BTS in electronics and are fully conversant with the design of our products.
Skill is the key to a technical service, so we need to be able to rely on men and women who are experts in the specific electronic features of our products. Technicians are not invented; they have to have a basic knowledge and minimum skills. What's more, our technicians play a major role in the development of our products, mastering the design from A to Z.

- We do not ship spare parts under warranty.
There are several reasons for this. Firstly, to understand the fault and be sure of its origin, we need to have the machine in front of us.
A repair under warranty involves our responsibility and our technicians are trained in this. Sending a spare part under warranty would automatically lead to a transfer of responsibility that customers are often unaware of.
Furthermore, this would distort our ability to analyse and improve the reliability of our products, which is something our customers would criticise us for.

Finally, in 2017 (we stopped sending spare parts under guarantee on 1 January 2018), 64% of the spare parts sent under guarantee were not the cause of the breakdown, resulting in very high transport costs and environmental impact.

- Our technicians don't answer the phone
Again, there are several reasons for this, the main one being that when they're out repairing they have technical constraints that simply don't allow them to respond (grease, drying time, heat transfer, calculations, ....). What's more, even if they did reply, in the vast majority of cases they wouldn't be able to provide you with a solution, as they don't have the machine in front of them. Finally, an e-mail allows them to reply to you with time to think about your problem.

- Our technicians cannot respond if the online form has not been sent to them.
The online forms enable us to manage the tracking of your products, the tracking of repairs and the tracking of spare parts. They provide us with symptoms and very important information, such as the serial number, the general condition of the machine, whether or not you have tested the machine yourself, etc.