An after-sales request can be assessed more quickly when it identifies the project, cabinet or package, observed condition and relevant delivery or installation record. A general statement does not show whether the issue concerns transport, site dimensions, installation, use or the supplied component.
A five-year warranty is used as a general B2B reference. Actual coverage, start point, claimant, exclusions, evidence, remedy, labour, transport and local costs are determined by the project quotation, contract and warranty terms.
Route the issue by evidence and responsibility
Protect people and property first. Active water, unstable items, electrical risk or unsafe glass requires the responsible local professional. Preserve packaging, labels and components; avoid irreversible repair unless safety requires it.
Report through the confirmed project contact. Review may need drawings, specifications, packing and receipt records, installation evidence, care history and a site check. Evidence enables assessment but does not decide coverage by itself.
| Record | Why it matters | Example detail |
|---|---|---|
| Project and item | Locates approved scope and component | Project, room, cabinet, package or part reference |
| Observed condition | Separates appearance, operation, fit, shortage and damage | Overall and close images, video and dimensions |
| Timeline | Connects shipment, receipt, installation and use | Delivery, unpacking, installation and first observation |
| Transport and receipt | Shows package condition and exceptions | Packing list, delivery note, label and unloading images |
| Installation and site | Shows interface conditions and responsibility | Installer, drawing revision, walls, services and handover |
| Use and care | Identifies loading, exposure, cleaning and adjustment | Products used, leak event, adjustment or impact |
| Requested next step | Allows a bounded response | Remote review, missing-part check or site assessment |
Keep three questions separate
What happened?
Describe the condition without assigning an unchecked cause. Record whether it is stable, worsening or linked to an action.
Who needs to inspect?
Supplier, carrier, installer, appliance provider, plumber, electrician, worktop contractor or building professional may hold different evidence and duties.
What remedy applies?
Adjustment, repair, replacement, labour or freight depends on cause, practicality and written terms. Do not infer a remedy from the general five-year reference.
Keep the issue traceable
Use one reference for each distinct item or cause. Link follow-up photographs and decisions to it, and record temporary protection. Keep removed parts until handling is agreed.
If several rooms show the same condition, provide a room and cabinet list and note useful unaffected comparisons without promising a cause before review.
Prepare an after-sales report
Include the information that is known and label open items instead of guessing.
- Project, buyer, delivery location and contract reference.
- Room, cabinet, part and package identifiers and approved revision.
- Overall and close photographs, video and relevant dimensions.
- Delivery, storage, installation, use and care dates and responsible parties.
- Factual condition, immediate protection and any active risk.
- Specific review requested through the confirmed channel.
Start an after-sales project review. Identify the project and item and describe the condition. Coverage and next action will be assessed under the actual project documents.