Sûti Service 7/7
7 days a week - from September to March
We work under the ISO 9001 certification. Our desire is to ensure the best after-sales service. To this end, we have a team of technicians specialized in electronics, working 7 days a week, from September to March. With our ever-expanding infrastructure, our storage capacity has grown to meet our customers needs as quickly as possible. Your orders for spare parts will be delivered to you within 48 hours by an express service (as long as available). Our spare parts storage area is 200m².
Sûti remote after-sales service
The Sûti technical service provides a remote 7 days a week after-sales service from September to March (traditional hours). The goal is to help our customers with the use of their Sûti stove and answer all their questions.
With the Sûti app, we can help you remotely if you have any concerns or questions about your stove.
To do so, you will need to provide us with some information:
– MAC Address
– IP Address
With this information, the Sûti technician or Sûti authorized dealer, will be able to connect remotely to your stove via the Sûti APP.
Once connected to the stove, he can thus examine combustion states and parameters instantaneously, target combustion anomalies and make adjustments.
In addition, your Sûti technician with be able to help you at any time by video conference (WhatsApp APP) from September to March, 7 days a week, during traditional business hours!
Attention : Pour avoir recours à ce service, le poêle Sûti doit impérativement être connecté à Internet.
Si vous désirez faire appel au SAV à distance Sûti, veuillez suivre les étapes suivantes :
1. Envoyez-nous vos coordonnées complètes et la capture d’écran de la page “Info poêle” de votre application Sûti (qui indique l’adresse MAC, adresse IP) à l’adresse mail email@example.com.
Attention : To use this service, your Sûti stove must be connected to the Internet.
If you would like to use the Sûti remote service, please follow the following steps:
1. Send us your complete contact details and the screenshot of the “Stove Info” page of your Sûti application (which indicates the MAC address, IP address) to the email address firstname.lastname@example.org.
2. Contact our technician on +32 493 41 81 90 to provide the password and explain the problem. He will be able to connect to your stove to make adjustments.
Would you like to hear from our technician on the weekend?
Send us a request for assistance via your Sûti APP, providing us with your complete contact information (address and telephone number). With this assistance request, we will have direct access to the data of your stove. The technician will then contact you. Or call our voice mail at +32 493/41.81.90, the direct number of the technician on duty will be disclosed. Our technician will assist you on the phone or if possible, will come to your home to help you directly. In this way we offer you the most complete after-sales service possible.
For each warranty service we will ask you for proof of purchase, proof of maintenance and the warranty number of your device to establish your right to the warranty. You are requested to provide these documents to the technician. If you are unable to present proof of purchase, the technician will be required to invoice the service performed.
How does an intervention take place?
The technician detects the failure and repairs the device provided the parts are available. In the case of major malfunctions, you can request a quote to determine the amount of the repair.
For each out-of-warranty service, the following rates apply (for Belgium and France):
Travel expenses: per quarter-hour: 18,75 € excluding VAT (VAT of 6% = 19,88 € or 21% = 22,69 € depending on the age of your home: + or – 10 years). Labor: per quarter-hour: 18,75 € excluding VAT (VAT of 6% = 19,88 € or 21% = 22,69 € depending on the age of your home: + or – 10 years). Spare parts: according to the current price list.
Saturday: travel expenses: 112,50 €/h excluding VAT (VAT of 6% = 119,25 € or 21% = 136,13 € depending on the age of your home: + or – 10 years). Labor: per quarter-hour: 24,38 € excluding VAT (VAT of 6% = 25,84 € or 21% = 29,50 € depending on the age of your home: + or – 10 years). Spare parts: according to the current price list.
Sunday: travel expenses: 150 €/h excluding VAT (VAT of 6% = 159 € or 21% = 181,5 € depending on the age of your home: + or – 10 years). Labor: per quarter-hour: 32,50 € excluding VAT (6% VAT = 34,45 € or 21% = 39,33 € depending on the age of your home: + or – 10 years). Spare parts: according to the current price list.
How to pay?
Direct payment by card (the technician has a portable terminal).
How should I maintain my Sûti stove?
Discover in videos the right steps to maintain your Sûti stove and optimize its operation: daily, 500 kg and annual maintenance.