There is an issue with my product - how do I report this?

If you’re experiencing a fault or issue with a product, it’s important to follow the correct steps so we can assist you as efficiently as possible.

🔹 Step 1 – Check for Troubleshooting Guides
Before logging a ticket, please visit our Help Articles and Troubleshooting Guides.

• See if your issue is already covered.

• Follow the simple steps provided to try resolving the problem.
  Many common issues can be fixed quickly this way, without waiting for further support.

🔹 Step 2 – Check if Your Product is Supported Directly by the Supplier
Some manufacturers provide their own direct support and warranty services.

• Review our list of Approved Suppliers with Direct Support.

• If your product’s manufacturer is listed, follow the link to log your issue directly with them.
  This is often the quickest way to resolve a problem.

🔹 Step 3 – If the Manufacturer Isn’t Listed
If your product is not supported directly by the supplier, please report the issue via the Roche Helpdesk Ticket System.
When submitting your ticket, include:

• Product model number

• Serial number

• Full description of the fault

This information helps us trace the product back to your order and determine the next steps. Once submitted, a case will be logged and our support team will contact you with further guidance.

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Need Help?
If you're unsure about the manufacturer or need help identifying product details, feel free to get in touch with our support team [e-mail] —we’re here to help guide you through the process.