Escalating an Issue
We understand that sometimes an issue may require further attention. If you feel your inquiry has not been fully resolved by our initial support team, this guide explains how to properly escalate your issue to a senior agent or manager for a faster resolution.
1. Initial Contact: Start Here
Before escalating, please ensure you have first contacted our primary support team. They are equipped to handle the majority of issues efficiently.
Channel | Contact Details | Working Hours (Germany timezone) |
Monday to Saturday from 08.30 AM till 20.00 CET | ||
Phone | +49 1522 5686186 | Monday to Saturday from 08.30 AM till 20.00 CET |
2. When to Escalate
You should initiate an escalation if:
You have received a final response from our initial support team that you believe is incorrect or unsatisfactory.
Your issue involves a complex matter (e.g., specific warranty claim or a severe technical malfunction) that has remained unresolved after multiple contacts.
A previously agreed-upon resolution (e.g., refund or replacement) has not been fulfilled within the promised timeframe.
3. Step-by-Step Escalation Process
To ensure your case is handled quickly by a senior member, follow these steps:
A. Collect Your Details Gather all necessary documentation related to your issue:
Order Number: Essential for locating your purchase history.
Previous Communications: The dates and names of the agents you spoke with.
Supporting Evidence: High-quality photos or screenshots that clearly illustrate the problem (e.g., product damage, error messages).
B. Contact Senior Support Send a new email to our primary support address: [email protected].
Subject Line: Begin the subject line with "ESCALATION: [Your Order Number] – [Brief Issue Description]" (e.g., ESCALATION: REM12345 – Unresolved Warranty Claim).
Email Body: Clearly state that you are escalating the issue. Include a concise summary of:
The original problem.
The steps you have already taken with the initial team.
Why you are escalating (i.e., why the previous resolution was unsatisfactory).
Your desired outcome (e.g., full refund, replacement, specific repair).
C. Wait for Review Your escalation email will be reviewed by a senior support specialist or department manager. They will take ownership of your case and provide a comprehensive response.
4. Tips for Customers
Maintain Records: Always keep a log of dates, times, and content of previous emails or chats.
Clarity is Key: Provide a precise, factual, and chronological description of the events. Avoid emotional language; stick to the facts.
Be Polite: Maintaining a polite and professional tone ensures the best possible collaboration toward a solution.
5. Expected Outcome & Timeline
When escalating, the expected outcomes include: a refund, a replacement, or a faster resolution of a technical problem.
A senior agent will typically acknowledge your escalation within 24 business hours.
A final resolution timeline will be provided after the senior agent has reviewed your case files.
FAQ – Escalation Process
Should I call to escalate?
Should I call to escalate?
For the fastest resolution, emailing with all supporting documents (as described in Step 3) is preferred, as it ensures all details are recorded for the senior agent reviewing your case.
What if I don't have my order number?
What if I don't have my order number?
Please provide the email address or phone number used at the time of purchase. This is crucial for locating your records.
Will my issue be resolved faster if I escalate immediately?
Will my issue be resolved faster if I escalate immediately?
No. Escalation should only be used if the initial team has been unable to resolve the issue. Bypassing the initial support may slow down the overall process.
What information should I include in my escalation request?
What information should I include in my escalation request?
Order number, product details, photos/screenshots, previous communication and desired outcome.