When will the service technician contact me?
After technician service is approved and the assignment is submitted, an authorized third-party technician should contact you within 1–2 business days. Scheduling may vary based on your location and technician availability, but technicians are expected to make initial contact as soon as possible.
Business days do not include weekends or holidays. Technician availability and scheduling time may vary by service location.
Repair parts must arrive before the service appointment
Human Touch generally orders the required repair part and assigns the technician at approximately the same time. Whenever possible, the part will be shipped directly to the technician so it is available for the service visit. In some cases, the part may be shipped to you instead.
The technician may contact you before the part is delivered. The repair appointment should be scheduled only after the technician confirms that all required parts have arrived.
If the part was shipped to you:
- Keep the part and its packaging in a safe place.
- Let the technician know when it arrives.
- Do not open, install, or discard the part unless instructed.
- Schedule the repair after the technician confirms that everything needed for the service visit is available.
The timing of your repair appointment depends on part delivery and technician availability. Scheduling the repair before all required parts arrive may result in a delay or rescheduled appointment.
What should I do if the technician has not contacted me?
If more than seven business days have passed since Human Touch confirmed that the technician assignment was submitted, follow up through your existing Human Touch service claim.
If you do not already have a service case, submit a Human Touch Service Request.
Please include:
- Product model
- Product serial number
- Existing service-request or claim number, if available
- Date technician service was approved
- Confirmation that the required repair parts have been received