To increase customer satisfaction when a WingtraOne is damaged or malfunctioning, some policies have been iterated. This article explains the changes when a repair or replacement is needed.
The target is the WingtraOne to be able to perform self-diagnostics and notify the user when a component needs maintenance. Currently, there are checks in place for the batteries, the motors, and the flaps. Checks for other components are also under development.
To achieve better customer experience, the new policies aim at minimizing the downtime for the customer as well as the shipping and labor costs for the distributor.
Repairs
We do not do repairs. In case a customer asks for a repair, explain to him that a replacement of the malfunctioning component is more reliable than a repair, that cannot be properly assessed by us, and more cost-efficient both for Wingtra and for the customer.
The only case that we accept performing replacements in Zurich is for direct customers that do not feel comfortable performing the replacement of parts, such as drivetrains or servos (in the future).
Replacements
We do not replace WingtraOne bundles anymore. We need to identify the malfunctioning components and ship replacements to the customers.
We recommend that wing replacements or replacements of malfunctioning components are performed directly by the end customer.
In case a customer does not feel comfortable performing some of these replacements, e.g. drivetrains or servos, they can request the distributor to perform the replacement on their behalf as a free or paid service. For direct customers, Wingtra acts as a distributor.
All parts are shipped from Wingtra to the distributor. The shipping costs from Wingtra to the distributor are covered by Wingtra in warranty cases. The shipping costs from the distributor to the end customer are usually covered by the distributor. If a distributor requests reimbursement, we can do it.
For out of warranty replacements, the distributor should pay for the replacement part. Wing replacements out of warranty or damaged due to a user fault cost 10000 USD with 12 months warranty.
For more infomation about how to handle an incident read the article WingtraOne and parts replacement and return under the Distributor portal.
Returns
Returns of malfunctioning wings or components are organized in the following cases:
- The wing is requested back by the engineering owner (with confirmation from Youssef/Jonas/Constantin/Michael Weber) for further investigation
- Parts of the wing can be reused by Production --> need to check with Michael Weber case by case
- Cameras and PPK modules should always be shipped back
To speed up the return of items and to minimize costs for the distributors, we organize the return shipment directly from the end customer, even in the case there is a distributor.
Only when a temporary export is needed, we should organize the return from the distributor. Always check with the distributor before setting up the documents.
Step by step instructions on how to organize a return shipment can be found in the article Return shipments.