How to Add an Online Repair

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How To… Add a Repair Online The customer side of Online Repairs When you visit our website ( you’ll usually land on the homepage first:

From this page (or any other on our site), you can see if you’re logged in to your account or you can login by checking the top right hand corner. If you aren’t logged in, you can do so via the screen below. N.B. You MUST have an online account and be logged in to use the repairs workflow.

Getting to the repairs area online

Once you’re logged in, you’ll see this screen and choose Suit Repairs: Page | 1

Once you’ve clicked on the Suit Repairs button, your screen will change and you’ll see the history of all your suit repair requests, the status of those repairs AND you’ll be able to add a new request.

When you click to Start Suit Repair Returns Form, you’ll go through a quick 8 step programme to book in your suit.

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Online returns form and steps It starts with suit details:

If you’re asked if your suit’s in warranty, you’ll see a reminder that we can check the suit’s age based on its serial number and we can check your date of purchase.

Finally, we ask you why they’re sending the suit back.

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If you tell us it has a leak or request a new part/alteration, you’ll go to step 2. If you’re not sure what the suit needs, you’ll skip straight through to step 3.

On step 2 of the return form, you’ll be able to tell us where the leaks are or list the parts you need repairing / altering. Pick the entry type of your suit – FE/ RE or BIB. And then simply choose on the diagram where problems are or where you need alterations.

Once you’ve chosen the areas that need attention, you’ll be able to continue. Please note: • • •

If you choose wrist or neck, you’ll get material options as well as size options. For things like feet, you’ll only get a size option. For valves, you won’t need to add any additional information.

In the Additional Information box, you can provide extra info about the repair/ alteration you require.

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Step 3 will highlight that we charge for Pressure Tests. It’ll then provide you with the option to Fast Track your repair for a guaranteed 5 working day turnaround time (once the suit arrives). Upgrading to fast track means you’ll be charged £45 in addition to the pressure test fee and any repair and alterations costs.

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You can choose whether to fast track (and incur the extra charge) or whether to continue with your standard return. (You’ll still be able to fast track it at a later date if they wish).

Stage 4 asks you to decide if you’re dropping your suit off or if you’re returning it to us via a courier. Please note: If you choose a courier service, you don’t need to provide details of the courier you choose or further information. However, it’s up to you to book and organise the delivery of the suit to us.

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At this stage, you’ll also need to confirm that you’ve read the instructions about packing your suit. If your booking in your suit in our shop, please ask one of the team at the counter to confirm receipt of the suit – we’ll get it tagged and ready for testing. N.B. Please take your suit bag, hood and any other suit accessories you may have with you. Don’t leave them with the suit for repair as there’s a risk they will be separated and get lost.

Stage 5, you now need to choose how you’d like us to return your suit to you:

If you choose to have it posted back to you, you’ll need to choose a return address. Options from your account addresses show up for you to choose from, or you can select a new address. You’ll then see courier options and be able to book the price/ courier you’d prefer. Please note: If you choose to pick your suit up from our shop, you won’t need to provide an address.

Stage 6 is your opportunity to check over the information and make any changes you might need. Page | 7

It’s also a summary of what your repair will cost.

We’ll then ask you to pay for your repairs and pressure test.

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Once you’ve paid, you’ll see the confirmation screen:

Now whenever you log into your online account, you can see the status of your repair:

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Last step! Now all that’s left is for you to hand you suit to the team on the counter so they can tag your suit and take it to our testing department.

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A customer’s repair dashboard

This is the date Northern Diver take receipt of the suit in dispatch, this will say N/A until then.

Status for a customer can be: • • • • • •

Awaiting arrival Process arrival Work required Testing Repair Completed

Button for the customer to add another Repair to their account

Refers to the suit type, as per the customer filling it in

Northern Diver suit’s serial number

View a summary of this Repair

Why is the suit in for Repair?

Has the customer paid to Fast Track their repair?

A customer can change some elements of their Repair here – fast track or viewing a quote. If it’s not available to click, the customer has no available actions on that Repair.

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