Information on after-sales service and repairs
Updated on 28. August 2021
WELCOME TO ELABNET CUSTOMER SERVICE
Our quality management is audited annually by TÜV Süd in accordance with ISO 9001:2015. We are committed to the best possible quality. ALL our products have been developed according to strict specifications, extensively tested and each one is individually checked for you before we send it to you. Should you still need support and assistance, we are happy to be there for you and sort out the problem. That is our service to the customer. You can rely on it.
WE REPAIR IT. SO THAT YOU CAN ENJOY IT FOR A LONG TIME
Technology has to work, after all, we all rely on it for many important functions. That's why you also need help quickly if something doesn't work. Our customer service is available to help you with this. We will do our best to ensure that your problem is solved as quickly as possible. If you would like a fast advance replacement for your Timberwolf Server should the worst happen, then we recommend that you take out "Timberwolf Care" from the Silver level.
Opening a customer service request
If you have a problem, please write us an eMail to support at wiregate dot de. We can process your case much faster if you give us complete information. Please use the following list as a guide.
Address: Your full first and last name. Please also include your current address. Many of our customers are builders and then also move into the new house, but the order was placed with the former address and therefore we need the information of the current address.
Accessibility: Many things can be clarified faster in a short conversation. If we are allowed to call you, please give us the telephone numbers where you can be reached and when we can best reach you.
Which device is affected: Please describe exactly the device that is affected. In the case of servers or Professional Busmasters, please also state the serial number and, in the case of a Timberwolf Server, the installed software version. Please check beforehand that the current software is installed and that the error also occurs after you have booted once with this current software version. This also applies to any connected devices.
The Timberwolf Server can communicate with hundreds to thousands of devices. There is a lot to set up correctly. Before you contact our customer service, please check whether the error really lies solely in the sphere of the server or whether the cause can also lie with another device or the deposited settings.
Licence or activation: If you have purchased a special licence for the Timberwolf Server, please indicate this. In the case of a Professional Busmaster, please specify the scope of activation (activation of channels and slaves).
Exact error description: Please support our troubleshooting with a comprehensible error description and, if known, also the cause (overvoltage, lightning, fire, flooding). If you have pictures, screenshots, videos, please send them as well. If you have large files, please upload them to WeTransfer and send us the link with your email.
Timberwolf Care details: If you have a Timberwolf Care agreement for the Timberwolf Server, please tell us the service level you have booked. If you have a Gold or Platinum level agreement and need urgent support, please indicate this in the title of the email.
Maintenance VPN: If you are having problems with a Timberwolf Server, please let us know if you have the maintenance VPN enabled and if we are allowed to access it.
Boot server: Additionally we ask you to inform us if we are allowed to boot the server when accessing it via the maintenance VPN.
COMMUNICATING WITH THE TICKET SYSTEM
You will receive an automatic reply email that includes a five-digit number in the subject line. This is the ticket number under which we are processing your case. When you reply to us, please do not write a new email, but reply to the previous email from the ticket system. Please make sure that the "TAG" with this ticket number remains in the subject of your email, so that our system can automatically allocate your answer.
If you want to do us a favour for a better overview, then delete the text with our previous reply to you after you have pressed "Reply", so that we do not have the previous text twice in the system afterwards.
REPAIR OF WIREGATE SERVERS
WireGate servers were developed in 2008 and introduced to the market in 2009. Unfortunately, the necessary processors and boards have not been produced for several years, so we had to take the WireGate Server out of the delivery programme in 2018. The spare parts situation is correspondingly difficult.
Of course, we have sufficient spare parts for our customers with existing HW maintenance contracts.
For all other customers, we recommend a timely changeover to the Timberwolf Server, which is a very worthy successor to the Wiregate Server. For the complete data transfer, an easy-to-use migration path has been implemented in both servers so that you can transfer all data and settings from the WireGate Server to the Timberwolf Server. All you need is a USB stick with 2 to 4 GB free volume and, in the case of the WireGate server, version 1.4.2. You can simply obtain this version from our servers via an update.
With the simple two-step migration process, the necessary KNX objects are created in the ETS and all settings and data are transferred to the Timberwolf Server. After complete migration, plug the 1-Wire bus master from the Wiregate Server onto the Timberwolf Server. All 1-Wire sensors are automatically integrated by the data migration and continue to function as before. Previous data archives are adopted and continued.
For the continued operation of the plug-ins, we provide you with a ready-made APP that you can install in the Timberwolf Server with one click. There you can continue to operate your plugins.
REPAIR OF 1-WIRE SENSORS, BUSMASTERS, HEADERS AND BLITZART PRODUCTS
We are happy to repair your sensors, bus masters, couplers and BlitzART products if necessary. In the event that a repair is not covered by the statutory warranty or an assumed guarantee, we offer you the repair on a flat-rate basis (an individual calculation of the repair costs for each case would be more time-consuming). If a unit is ultimately not defective, we charge a small flat rate for checking the function and futile troubleshooting. Encapsulated sensors cannot be repaired.
Sending in defective products
Send us your device to the following address:
Ticket first: Please do not send anything in without first ticketing and coordinating with us! Please read our recommendations above.
Ticket number is RMA number: RMA stands for an authorisation number that our repair department needs to assign to your shipment. By providing this ticket number, you allow us to assign it to your case. You do not need to enclose a cover letter in the parcel if you have deposited all details in the ticket system.
Ticket number in the address: Write this ticket number as RMA number in the second line of the address, as shown in the example below.
Additional slip of paper with the number INSIDE the parcel: Sometimes the parcel label is damaged exactly at the place with the number. Therefore, we recommend that you enclose a slip of paper with the ticket number inside the parcel.
Elaborated Networks GmbH
Returns Centre / RMA #12345
Please give us one week for a first answer. We try to fix everything as soon as possible, but sometimes a replacement part has to be ordered first. Please watch your spam folder.
CONTAIN TO CUSTOMER SERVICE
The easiest way to contact us is by eMail at support at wiregate.de. You will then automatically receive a ticket from our system. Our technicians will contact you as soon as possible.
If you are a partner of our company or have concluded a Timberwolf Care agreement of the "Gold" or "Platinum" class, then you can also reach us directly by telephone in important cases on 08092 25792-30:
Monday: 10:00 am - 12:00 pm, 2:00 pm - 5:00 pm
Tuesday: 10:00 am - 12:00 pm, 2:00 pm - 5:00 pm
Wednesday: 10:00 am - 12:00 pm, 2:00 pm - 5:00 pm
Thursday: 10:00 am - 12:00 pm, 2:00 pm - 5:00 pm
Friday: 10:00 am - 12:00 pm, 2:00 pm - 3:00 pm
Or by appointment