less waiting more cooking: FireBoard’s Rapid Repair Process

Do you expect to send your FireBoard product in for repair? Hopefully not! As a US based company with a small but mighty workforce showing up everyday to build some amazing products, FireBoard expects to never see our products again when they go out the door.

However, sometimes the inevitable happens. After years of use, in all sorts of environments, perhaps a probe port stops working. Or the unit no longer takes a charge. Or perhaps the screen is cracked having been dropped on the floor of your trailer at a BBQ event.

And then you call FireBoard Customer Service to figure out what has happened and what can be done. Oftentimes, issues can be resolved through a call or email conversation. The documents found at docs.fireboard.io are also a great resource used by customers and internally  at FireBoard as well. But then there are times where the unit needs to come back to FireBoard HQ for inspection and repair.

When a unit arrives at FireBoard HQ, the documentation follows the product throughout the repair process. Every person touching the unit knows what issues have been reported and what steps have been taken to try to resolve those issues. The repair process is not simply about looking at a piece of hardware. It is about understanding what happened and finding the best way to get the customer back up and running. And fortunately for the customer, that process is quick.

The same team that is dedicated to building FireBoard products from the circuit board up, is the same team that diagnoses issues and provides a resolution. There are situations where the issue is too time consuming to provide a quick turn around. In those situations, a factory certified refurbished unit is often the solution. These like new products can get the customer up-and-running much quicker than having to wait on a repair. And in the cases where the customer unit is out of warranty, the replacement unit is offered at a substantial discount over purchasing a new unit.

Personal, practical support from a team that knows the products inside and out. That’s the FireBoard Rapid Repair Process.