BERTOLOTTI RAIL ASSISTANCE
It is possible to ask for an intervention of our technicians or associated companies by submitting the request using the form below.
The customer will receive a call within 24 working hours to understand the type of failure occurred and intervention required. After that will be possible to plan a visit on site that will be, if possible, no later than 24 working hours for (ITALY) and 48 working hours (EUROPE).
Once on site, Bertolotti’s Specialist will verify if the service can be performed under warranty period conditions or not . According to the status of warranty and intervention, there are two options to proceed with : case A , case B
A- SERVICE UNDER WARRANTY CONDITIONS
Bertolotti’s Specialist identifies the fault and prepares a report to define the planning of intervention on site. At the same time Bertolotti’s Specialist will,
1) check if the customer has a set of spare parts available on site.
2) check if the customer already purchased the recommended spares and, in case the necessary spares are available , they will be used immediately for the maintenance and successively will be reintegrated by Bertolotti
3) check if the customer performed the maintenance to the machine according to the indication included in the O&M. In case customer will not have a report of these activities, this could be a reason to define that the machine is out of warranty period even if the warranty period is not expired.
4) prepare a report of the visit with all the details of the activities performed on site with the relevant costs for the customer, is applicable. The report is normally sent to the Customer within the next 24 working hours.
B- SERVICE OUT OF WARRANTY CONDITIONS
In case the activities on site will not be performed under warranty conditions, Customer will receive from Bertolotti’s Service Department an offer for all the activities to be done and will be mailed to the Customer within and no later than 24 working hours.
The Service Department will schedule the activity on site, just after receiving written acceptance by the Customer of the above mentioned offer