Frequently Asked Questions (FAQ)
How can I report a defect?
You can conveniently report a defect online via the “Report a defect” page.
Once your access has been activated, you can also submit your ticket directly in the customer portal
and track its progress there.
Do I have to upload photos with my report?
Photos are not mandatory, but they are very helpful for our service team when making an initial assessment.
Will I incur any costs?
Costs will only arise if the damage was caused by behaviour contrary to the terms of the contract
or if no technical defect is present. In such cases, inspection or repair costs may be charged to you.
How can I track the status of my report?
As soon as your access has been activated, you can log in to the service portal
and view all your reports as well as their processing status.
How long does it take to process a defect report?
The processing time varies depending on the type and urgency of the defect.
Critical or safety-relevant issues are given priority.