Troubleshooting

Feedback form

Troubleshooting

Please complete the form below to help our team understand the fault.

Please complete the form below to help our team identify and isolate the issue. To speed up the process and handling of your issue please try explain the problem in detail. Please ensure you have read our poduct warranty policy here.

Name

Order / Invoice Number

Date the fault was noticed

What is the name of the product with issue? (If more than one please list) - Please ensure to use the names listed on our website.

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TABLE LAMPS

When you place the lamp on the charging pad, do you see any indicator lights in the lamp shade/diffuser? If so, what colour are they?(Please make sure the charging pad is powered on) - Please take a photo, we will request for photos upon recieving your form.

Are you able to remove the electronic base from the faulty lamp? (*)

(*) How to remove the electronics?

For our CHARM and SOFIA range of lamps please use the silver handle on the base of the electronics and twist anti-clockwise to remove. FOR all other lamps you may be able to twist the electronics off by hand. If not please contact a member of our team.

Do you have another working lamp? If so, please remove the electronics from the working lamp - (if possible) plug the wire into the faulty lamp PCB board. Please switch on the lamp from the manual ON / OFF button. Does this resolve the issue?

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CHARGING PADS

When the charging pad is plugged in, are there any indicator lights showing? - Please take a photo, we will request for photos upon recieving your form.

Where are the charging pads being used? (For example are they placed on a metal top surface or placed near other electronic equiment?) - Please take a photo, we will request for photos upon recieving your form.

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CHARGING TROLLEY

Please check the power driver box on the underside of the trolley. Are all wires connected correctly as per the assembly instructions? - Please take a photo, we will request for photos upon recieving your form.

Are all charging pads on the trolley showing indicator lights? If not, which shelf level is effected? - Please take a photo, we will request for photos upon recieving your form.

Thank you for taking the time to complete this form. Once our support team recieve your feedback we will request for photos for the answers provided. Please ensure you have these ready to speed up the process. Upon inspection of the photos and feedback we will issue any replacement parts under warranty or request for the parts to be sent back for servicing by our engineers. You can read more details about our warranty policy here.

Please allow up to 48 hours for a reply.

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