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Service part request (Non-US)- Check Basecamp for updates

Service part request for non-US region.

For the US, please refer to Service part request (US) - Check Basecamp for updates instead.

Available Service Part List

Free resend

PSU (Spark 40)

Free resend if the PSU is ungrounded (see Regular PSU requests - Check Basecamp for updates).

Handle Strap (Spark 40)

Free resend if missing (see Received Wrong & Missing Items - Check Basecamp for updates).

USB (All hardware products)

Free resend if missing.

Purchase request

Purchase request for Spark 40 PSU (power supply), Spark 40 handle strap, Spark MINI handle strap, Spark MINI USB cable, Spark Control USB cable.

Pricing

Spark 40

PSU (Power supply)

  • CA, EU, AU, UK - $35 USD

  • Mexico - $126 USD

Handle Strap - $30



Spark MINI

Handle Strap (black/white) - $30
USB Cable (type A to C) - $20

Volume Knob: We currently do not have knobs in stock, please ask the customer to consider purchasing the replacement on Amazon.

Spark GO

USB Cable (type A to C) - $20 Pin + 2 Straps (Black) - $20



Spark Control

USB Cable (type A to 9V DC) - $20

Process (non-US)

  1. Inform the customer about the pricing (as listed), and verify if the customer is willing/has to pay for a service part.

    If so, ask for the customer's PayPal account email (or regular contact email, if they don’t have PayPal).

  2. Create an issue on JIRA (LS), select "Service Part Request" in issue type and fill in the product (service part) accordingly.

    Pasted image 20230823133124.png Pasted image 20240702134942.png

    *Check 'Invoice needed' if it's not a free service part request case.
    Pasted image 20240702134243.png

  3. Vix will directly send the Paypal invoice to the customer, attach it to the JIRA ticket, and assign the ticket back to the ticket creator. Please ask the customer to inform us once the invoice is paid. Pasted image 20240702141059.png

  4. Check payment status. You can verify the payment status by scanning the QR code on the invoice (attachment in Vix's reply). If you encounter any issues checking the payment status, contact Vix/Heyling/WeiTing. Pasted image 20240702141419.png Pasted image 20240702141602.png

  5. Once confirm the payment, assign the JIRA ticket back to Vix and leave a comment '@Vix Payment confirmed'.

  6. Once submitted, logistics team will arrange the shipment as soon as possible. Check back for TRK# and provide it to the customer. (END)