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Trend Customer Support Centre
The Customer Support Centre provides After-Sales Support to Trend Customers worldwide. It is here that you can log technical and general commercial queries and obtain information to assist in the upgrade and repair of Trend products.
You should contact your local Trend office or Representative in the first instance for local assistance but the Customer Support Centre can provide direct support to all Trend Customers worldwide if necessary.
Both technical and non-technical queries are logged on a networked call-management system with incident-tracking and escalation. This ensures that customers' calls get the right attention.
Technical Support Helpdesk
The Technical Support HelpDesk provides access to knowledgeable, specialist engineers whose focus is to provide answers to technical and any general problems associated with the use of Trend test equipment or systems.
Technical Support Helpdesk (Desk available 07:00 to 16:00 UK time)
Tel: +44 (0)1628 503511
e-mail: customer.support@idealnwd.com
Commercial Support Helpdesk
The Commercial Support Helpdesk provides access to knowledgeable administrators whose focus is to provide answers to Order-Entry, Shipping, Repairs, RMA's and other commercial enquiries.
Commercial Support Helpdesk (Desk available 08:00 to 17:00 UK time)
Tel: +44 (0)1628 503515
e-mail: customer.service@idealnwd.com
If you would like someone from the Customer Support Centre to call you, click Call Me
View Discontinued Products
Repair & Upgrade Services
If you wish to contact us about a unit which requires an upgrade or a unit that is faulty, please ensure you have the following information available before you contact us:
- Product Type & Serial Number
- Repair status (Warranty, Out of Warranty, Estimate, Upgrade, Fixed Price* etc.)
- Fault description or other Return specification
A Fixed Price Repair service is available for out-of-warranty repairs on all aurora products. Repair prices for most other products are by estimate, we will advise you of the repair options and prices when you contact us. Please send a Purchase Order for the total Repair Price, including carriage, which we will have advised, since we cannot give you the best possible turnaround time if we have to wait for your PO!
If your unit is out of warranty, and you do not choose a fixed price repair option, you will be sent a formal Repair Quotation once we have had an opportunity to examine the unit. We will complete the repair only when we receive your Purchase Order. Please note that there is an investigation charge of £75.00 if you do not accept the Repair Quotation.
Upgrade prices are also available.
A Return Material Authorisation (RMA) number will be issued on request. When returning the unit, you should pack the unit carefully to prevent damage and return it to us with this number clearly marked on the outside of the package.
If you are already familiar with our process, you can arrange to return a unit by completing the linked Returns Request form, an administrator will contact you with an RMA number and advise you of any options or special arrangements that may be relevant.
Trend is proud to offer a ten day in-house turnaround time on all Warranty and Fixed Price repairs except for ALT2000 where the turnaround is 15 days
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