A clear after-sales request helps identify the product and understand the observed problem. The aim is not to diagnose it yourself, but to provide precise information to the seller or service handling your case.
01
Identify the installed product
Look for the reference on the invoice, retained packaging, manual or an accessible label. Also note brand, finish and installation date without dismantling equipment to find a hidden marking.
If the reference is missing, say so and include several product views. Similar models can use different components; an estimated diameter or style is not always enough.
02
Describe observable facts
Explain what happens, when it began and under which conditions: opening, closing, hot water or continuously. Distinguish a one-off event from something that repeats.
Mention recent interventions, cleaning carried out and any changes noticed. Avoid declaring a cartridge or mechanism defective before assessment: a symptom can have several causes.
03
Photograph context and detail
Take an overall view showing the installation, followed by a sharp close-up of the affected area. A short video can help demonstrate noise or intermittent water flow.
Use sufficient light and avoid filters that change colours. Photograph labels legibly and share only personal information necessary to process the case.
04
Gather and follow one case file
Include proof of purchase and the documents requested by your contact. Do not send the product or undertake unsolicited dismantling; have any urgent situation made safe by a professional.
Keep correspondence under one case reference and add new information to the same thread. A complete request helps assessment without predetermining coverage or response time.
Before you decide
- Find the exact reference.
- Describe the symptom and frequency.
- Include overall and detailed views.
- Keep one case file.
The essentials
Your questions, our guidance.
Is a photograph enough to order a part?
It may help identify the product, but its reference and generation sometimes need confirmation before ordering.
Does a complete request guarantee coverage?
No. Assessment, documents and applicable conditions determine the response; a well-prepared file mainly helps avoid ambiguity.
From idea to project
Discover at EDIFIS
Identify an older Geberit cisternOpen the EDIFIS after-sales centreContact EDIFIS about an itemConfirm references, configurations, finishes and availability for your project.
Documentation & references
EDIFIS design advice. For specifications and installation, consult the documentation for the selected reference.
hansgrohe · information requested by technical service ↗
