Warranty & Service: How to Lodge a Ticket (and What to Include)
The fastest way to get help is to lodge a ticket with the right details upfront. This reduces back-and-forth and helps us book parts/service correctly the first time.
Before you lodge a ticket
- Try the relevant quick-check article (power, water, 240V, etc.).
- If it’s urgent/safety-related (smoke, burning smell, gas smell): stop using the system and note it clearly.
What you should include every time
- Model + year
- VIN/chassis number (if available)
- Clear description of the issue (what works vs what doesn’t)
- When it started (and what changed: storage, travel, rain, modifications)
- Photos/videos (see below)
Photos that speed up diagnosis (high value)
- Wide photo of the area + close-up of the problem
- Control panel / monitor showing voltage, % or error codes
- For 240V issues: photo of switchboard (RCD/breakers)
- For water issues: short video showing tap + pump behaviour + leak location
- For towing/brakes: photos of plug, wiring, and anything showing heat/scorching
How we’ll usually help (what to expect)
- We may request extra photos/video if needed.
- We may guide you through one final check to confirm root cause.
- Then we book service/parts based on confirmed diagnosis.
Common ticket delays (avoid these)
- No model/year or VIN provided
- “It’s not working” without stating what system and what symptoms
- No photos of the area or error codes
- No mention of recent changes (storage, trips, modifications)