Supplier: Simco

Supplier: Simco

Overview

Simco Group accepts warranty claims via their website at simcogroup.com.au/support and forward the ticket number to them via email for additional instruction needed and to confirm if technician assigned or not.

Brands

·       Cookrite

·       Atosa

·       Mixrite

·       Jasper Work and Range

·       Atosa Combi

Warranty Period

Standard Warranty

  • 24 months Parts and Labour.

Extended Warranty

  • An additional 24 months Parts Only on selected products upon registration via website simcogroup.com.au/support
  • Please check the product model to confirm whether it qualifies for the extended parts-only warranty.
  • Subject to T&C (some products warranty may vary)

How to Lodge a Warranty

Submit the warranty claim using their website https://simcogroup.com.au/support

Include the following information:

·       Name

·       Business Name

·       Email

·       Contact Number

·       State Address

·       Street

·       Suburb/City

·       Post Code

·       Model Number

·       Serial Number

·       PDF file Invoice

·       Description of the Fault

After Submission

Once Simco Group receives the warranty request:

1.     Simco website will automatically provide the ticket number.

2.     They review the submitted information.

3.     Additional information may be requested if required but they will contact customer directly.

4.     A service technician is allocated.

5.     The Ticket number should be recorded in Zoho Desk/CRM.

6.     The customer is informed that a technician will contact them.

Expected Response Time

ü  Warranty acknowledgement: Usually ticket number will be generated right after submitting the form

ü  Technician allocation depends on location and workload.

Important Notes

  • Proof of purchase is mandatory.
  • Warranty begins from the delivery or purchase date (subject to supplier policy).
  • Damage caused by misuse, incorrect installation, or lack of maintenance is not covered.
  • Extended parts-only warranty does not include labour charges.

Internal Process

  1. Verify warranty eligibility.
  2. Confirm purchase date.
  3. Obtain serial number.
  4. Gather supporting photos/videos.
  5. Email the warranty request.
  6. Record the supplier's Job Number.
  7. Update the customer.
  8. Follow up until the repair is completed.