TECHNICAL SUPPORT POLICY (updated 20 Dec 2024)

 

Introduction

This policy ensures customers receive efficient and reliable technical support for the brands we represent. It outlines the terms, conditions, and procedures for accessing these services.

 

Scope

This policy applies to all customers who have purchased marine products directly from LSL Marine or through authorized dealers. Technical support is available for the following brands:

 

• Raymarine

• FLIR Thermal Cameras

• Mastervolt

• CZone

• Airmar Marine Transducers

 

Support availability for older or discontinued models may depend on parts and expertise.

​

 

Priority Rules

1. First-Come, First-Served: Technical support is generally provided in the order requests are received.

​

2. Emergency Situations: Emergencies take precedence, defined as:

   - A situation where the seaworthiness of a vessel is seriously compromised.

   - Involvement of a life-support vehicle requiring immediate assistance.

​

3. Working Hours: Services are available on weekdays (9 AM–5 PM) except weekends, public holidays, and days affected by severe weather conditions. Cyclone Warning One in Mauritius requires vessels to be safeguarded for insurance purposes and may disrupt operations.

​

4. Priority Customers: Emergency vehicles, official response agencies, commercial pleasure craft operators, and transiting vessels take precedence over local private customers, in that order.

​

5. Demand Considerations: Due to a scarcity of qualified marine technicians locally, our services are in high demand. LSL Marine cannot guarantee specific timeframes but strives to minimize waiting times.

​

 

Request for Technical Support

To request technical support, customers must complete the Technical Support Request Form, available on our website or in-store. The form includes:

 

- Customer name and contact information.

- Product details (brand, model, serial number).

- Proof of purchase.

- Description of the issue.

- Supporting documents or photos (if applicable).

 

Submit completed forms via:

- Our website portal.

- In-store submission.

 

Providing detailed and accurate information helps shorten assessment times, reduce onsite intervention durations, and may lower repair costs.

 

 

Processing of Technical Support Requests

1. Requests are reviewed, and customers are contacted as necessary within 48 business hours to propose a service date and time.

​

2. Service dates and timings are subject to change, with alternative dates communicated promptly.

​

3. Support requests must be submitted through the designated platforms (website support request form or in-store). Social media platforms like WhatsApp are excluded for follow-ups.

 

Eligibility for Support

1. Proof of Purchase: Customers must provide proof of purchase (e.g., invoice, receipt) for support.

​

2. Warranty Period: Warranty-related issues are covered per manufacturer policies. Details are available upon request.

​

3. Post-Warranty Support: Assistance for out-of-warranty products may involve service fees.

​

4. Authorized Installations: Products must be installed and used according to manufacturer guidelines. Support may not be available for unauthorized modifications, improper installations, or misuse.

 

 

 Service Fees and Charges

1. Warranty-related issues are covered as per the manufacturer’s terms and may include diagnostic fees, labor charges, travel costs and shipping.

​

2. Non-warranty support will include diagnostic fees, labor charges, travel costs, shipping, and replacement parts.

​

3. Customers receive a detailed estimate for approval before any chargeable work is performed.

 

 

 Limitations of Support

1. Support is only provided for products purchased from LSL Marine or authorized dealers.

​

2. Support is unavailable for:

   - Third-party modifications or repairs.

   - Environmental damage (e.g., corrosion, water damage beyond specifications).

   - Use outside recommended conditions.

​

3. Support for discontinued products depends on parts availability and expertise.

 

 

 Customer Responsibilities

1. Provide accurate and complete information when submitting support requests.

​

2. Follow troubleshooting steps provided by our technical team.

​

3. Arrange transportation of the product to and from the service center, if required.

 

 

Policy Updates

This policy is subject to periodic review and updates. The latest version will always be available on our website. Customers are encouraged to review it regularly.

 

Thank you for choosing LSL Marine for your technical needs. We are here to support you every step of the way!