Support

Service & Support

At Indes Healthcare, we are committed to providing reliable and responsive service throughout the lifetime of our products. To ensure that every service request is handled efficiently and that we maintain full traceability, we ask our customers to register service cases through our online Service Request Form. 

Service Requests 

Customers should use the online Service Request Form to report service-related issues and provide all relevant information about the product, installation and issue encountered. Providing complete and accurate information helps our Service Team assess the situation quickly and determine the most appropriate next step, whether this is troubleshooting, technical support, on-site visit, spare parts or a return for inspection or repair. 

 A Service Request is required for all components returned to Indes Healthcare for warranty assessment or repair. When a return is required, Indes Healthcare will provide a Return Merchandise Authorisation (RMA) with instructions for returning the component(s). 

 The information collected through our service process also supports product traceability, post-market surveillance and the continuous improvement of our products and services. 

What happens after you submit a Service Request? 

• 1 – Submit your Service Request
  Provide the relevant product, customer and issue information through our Service Request Form. 
• 2 – Service Assessment
  Our Service Team reviews the information and determines the appropriate next step. 
• 3 – Troubleshoot, Return or Visit
  Where possible, we will support you with troubleshooting. If the component needs to be returned, an RMA will be issued or in case of an on-site visit, this will be scheduled.  
• 4 – Repair or Warranty Assessment
  Once received, the component is inspected and the appropriate service action is determined. 
• 5 – Service Completion
  You will receive an update on the outcome and, where applicable, the repaired or replacement component. 

Warranty 

Indes Healthcare provides a 2-year warranty on component defects, starting from the invoice date. The warranty applies to defects in materials and workmanship under normal use. Normal wear and tear, misuse, incorrect installation and damage resulting from improper use are excluded from warranty coverage. 

Warranty coverage applies to components and spare parts only. Additional costs, such as labour, installation, removal or shipment, are not covered unless otherwise agreed in writing. Only complete components or spare parts identified in the applicable product or spare parts overview are eligible for warranty consideration. 

 Who can submit a warranty claim? Indes Healthcare accepts warranty claims from authorised esense dealers in the UK and internationally. If you are an end user of an esense product, please contact your local dealer or distributor. They will coordinate the service or warranty request with Indes Healthcare. 

Need service or technical support? 

Start your service request by completing our online Service Request Form. Providing the required information at the start helps us respond faster and ensures that your service case can be tracked from initial request through to completion. 

Submit Service Request