Internal Version Service & Repair process

  1. Customer completes Repair Request Form 
  2. HMT evaluate the request and contact the customer for further details if required. (HMT will select Repair center based on proximity to customer)
  3. Customer Service raise an Return Material Authorization (RMA) linked to the repair request form. (The purpose of the RMA is to provides paperwork for the Repair Center linked to the Smartsheet repair)
    1. Create Orderwise unlinked Return using code REPAIR-SHIPPING to track repair status on our system.

  4. Once the Repair is authorised, Customer Service provides the customer with RMA form including shipping address for customer to return the repair.
  5. Repair Center is Bcc’d or emailed a separate notification including RMA. 
  6. Repair Center evaluates the drill and provides report, linked to RMA number including recommended actions and parts required.
  7. HMT raise a quotation for the customer provide a repair report detailing repair parts and labor cost.
  8. Once the repair is agreed, the quotation is converted to a sales order and the parts required are shipped to repair center from the HMT warehouse via Orderwise despatch, in the usual way. 
  9. Repair center completes repair and ships repaired item to the customer using HMT UPS account. 
  10. HMT Customer Service ship sales order/complete RMA and invoice customer from Orderwise in the usual way.
  11. Repair center charges HMT at agreed labour cost 
  12. HMT Purchasing will raise Purchase Order and make payment to Repair Center. (PO Number should reference RMA)

If repair quotation is not approved by the customer following reasonable attempts to follow up by customer service, HMT reserve the right to return the unrepaired tool to the customer's location at customers cost (tool may be unassembled)


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