How do I order spare parts?
- Chat
Inside the Augury platform's Help & Support center select 'Chat with us' to be directed to an agent who will process your request real time. You can also speak to an agent via Augury App for any other issues.
- The Support Form
Inside the Augury platform's Help & Support center select 'Request Support' to be directed to a form. Fill out the information and submit the form.
For 'What can we help you with' select MH - Machine Health
For 'Please select an issue category' select HW & Connectivity
For 'Please select a subcategory' select Part Request
Proceed to fill out the part and quantity section. Refer to our materials list with any questions concerning our products.
What if I need more materials to be shipped to my site?
You can inform your project manager or customer support technician or submit a support ticket via the Augury Platform in the same way you submitted your initial request.
The delivery team will ship materials according to the two-week lead time, contingent on your site region and material availability.
Do we need to pay for spare parts? (Endpoints, Nodes, Batteries)
Replacement parts needed for basic service are included in the subscription cost. Some customers have asked for spare parts kits to perform self-maintenance or other related functions, and we’re exploring that option now. We expect to announce an on-site spare program later in the year.
Will I be notified when the materials I’ve requested have been shipped?
Yes. You will receive an email notification when a shipment's status changes to Shipped and again when it changes from Shipped to Delivered. This notification will also inform you of what materials were shipped, their quantities, and whether there has been a split in the shipment.
What if materials are missing from my order?
Materials may be missing due to a split shipment. This means some items may not have been ready to ship when the main shipment went out.
The supply chain is fully aware of missing materials in this case and will ship them as soon as possible. You will receive an email notification with the new estimated shipment date and subsequent status notifications.
If a shipment has not been split, you haven’t received a notification regarding delayed materials, and the material quantities are discrepant, you may reach out to your project manager or customer support tech to inform them of the missing materials. The delivery team will immediately ship any items missing from your original order.
How do we return hardware?
Materials can be returned through our RMA process (Material Close Out).
In the following regions, materials returns will be accepted: US, Canada or UK, IL, and EU. Contact your Augury contact – typically the Project Manager, the Customer Support, or the Success Manager – to initiate the process.
Augury will not provide boxes for shipment but will provide you with return labels and will coordinate a courier pickup of the materials from your site.
You will need to provide the following information to your Augury site contact regarding the materials being returned:
- The SKU or part number
- The quantity of the part numbers being returned
- The condition (good or bad) of the materials being returned.
All other regions may dispose of the materials in accordance with the safety disposal regulations specific to that region.
