Authorized dealer
Owns first-line intake for products it sold, preserves sales records, gathers evidence and keeps the customer informed.
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OTOL global service baseline
After-Sales & Service Standard
One case history, a named service owner and evidence-based decisions. Local authorized partners provide first-line care; OTOL provides manufacturer-level escalation and quality responsibility.
Start with safety
For electric shock risk, burning smell, injury, structural failure or uncontrolled water release: stop using the product and isolate water or power only when it is safe to do so. Contact local emergency or qualified trade support where required, then open an OTOL case.
Case priority and response targets
Targets apply during the responsible party's published business hours. They cover acknowledgement and an initial action plan, not a guaranteed resolution date.
| Level | Typical case | Acknowledgement target |
|---|---|---|
| S1 Critical | Safety, injury, electrical risk, structural failure or uncontrolled water release | Same business day |
| S2 Product down | Product unusable, active leak or electrical fault without reported immediate danger | 1 business day |
| S3 Degraded / claim | Partial function, spare part, warranty review or transit/cosmetic damage | 1 business day |
| S4 Guidance | Installation, documentation, maintenance or general support | 2 business days |
Who owns what
Authorized distributor
Adds trained local support, agreed spare-parts stock, diagnosis, local service coordination and seller/importer compliance.
OTOL
Provides manufacturer-level technical escalation, verified documents, manufacturing-defect review, approved remedy authority and quality corrective action.
Installer and customer
Provide safe access and accurate installation, purchase and fault evidence; unsafe products must not remain in use.
What we need
- Seller or purchase channel
- Model, serial number and warranty code where available
- Invoice or order reference
- Installation date and installer details
- Photos, video, error codes and steps already taken
Coverage and remedies
Coverage depends on the exact product warranty record, proof of purchase, sales terms, defect evidence and applicable law. A case may result in guidance, installer correction, a spare part, authorized repair, replacement, RMA, credit, refund or a paid non-covered repair quotation.
No return, free labour, freight reimbursement or replacement is authorized merely by submitting a ticket. Mandatory consumer rights always remain in force.
Open or review a case
This page is a global operating standard, not a replacement for product-specific terms or legal advice. Product warranty records, sales documents, partner/country terms and non-excludable local law prevail where they provide specific or stronger rights.