Report a fault once, to one team.
Your AQUROV contact collects the case, engineering judges the cause, and the remedy — repair, replacement or refund — is handled from there. You do not have to repeat the story to a second department or a third party.
- One AQUROV contact from report to closure
- Sales collects the case, engineering judges the cause
- Low-value, small-quantity faults: replacement first
- High-value items: remote troubleshooting before anything is returned
Case handling at a glance
- Required evidence
- Order number, model, symptoms, photos or video, operating conditions
- First point of contact
- Your original sales contact
- Technical judgement
- Engineering
- Remedy
- Repair, replacement or refund
- Case closes when
- You confirm it is resolved, or a re-test is clean
- System-level issues
- AQUROV Engineering Support
A case stays open until the result is confirmed
Five things that let us diagnose instead of guess.
Send these together and the case moves on the first pass.
Order number
So the case is tied to the order it came from, including the configuration that was shipped.
Product model
The model and version of the unit you are running.
Fault symptoms
What happens, when it happens, and whether it repeats every time or only under load.
Photos or video
What the fault looks like — in the water or on the bench. A short clip usually settles more than a paragraph.
Operating conditions
The supply, depth, load, wiring and interfaces the product ran with.
Then it is routed
Sales collects the information; engineering judges the fault cause and the technical responsibility.
Most cases are settled before anything is shipped back.
AQUROV starts at product level, then works through the basic system around it.
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Product level The unit itself: thruster, ESC, camera, light, sensor or control board.
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Power Supply, voltage drop and current draw under the load the product sees.
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Control signal What the controller sends, and what the product receives.
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Wiring and interfaces Connections, penetrators, pin-out and interface matching.
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Escalation Whole-vehicle control, communication, power architecture, complex compatibility or system integration moves to AQUROV Engineering Support.
Low-value, small-quantity faults are normally settled by sending a replacement. High-value items are diagnosed remotely first, then repaired or returned if remote support does not settle it.
You talk to sales. Engineering reads the evidence.
Splitting the two keeps the commercial conversation fast and the technical judgement honest.
- Customer communication
- Replacement
- Repair
- Refund
- Fault cause
- Technical responsibility
Case ownership
- Your contact
- The sales contact on the original order
- Sales handles
- Customer communication, replacement, repair, refund and other commercial handling
- Engineering handles
- Fault cause and technical responsibility judgement
- Sales decides first
- Price, stock, standard items, batch and distribution questions
- Engineering decides
- Parameter changes, compatibility, technical selection, drawings, customization and system integration
- System-level cases
- Escalated to AQUROV Engineering Support
- Behind that
- ROVMAKER engineering resources, without a change of brand or contact
The customer relationship stays with AQUROV from first report to closure
Repair, replacement or refund — in that order of escalation.
Replacement first for small cases
Low-value, small-quantity faults are normally settled by sending a replacement rather than shipping the item back.
Repair or return for high-value items
Diagnosis starts remotely. Where remote support does not settle the case, the unit is repaired or returned to us.
Replacement or refund if it stays unresolved
If a fault still cannot be resolved, the item is replaced or refunded.
Quality problems can be repaired, replaced or refunded. Faults that are not covered by free warranty — installation or wiring errors, use beyond specification, collisions, use beyond rated depth — are judged on the evidence you send and on the situation, and where responsibility cannot be determined clearly it is agreed case by case.
Two outcomes close a case. Nothing else does.
You confirm it is resolved
The case closes when you state that the problem is solved.
A re-test comes back clean
After a repair or a replacement, the product is tested again; no anomaly, no open case.
Everything else stays open
An unanswered report or an unconfirmed fix is not treated as a closed case on our side.
Report the fault once, with the evidence.
Send the order number, product model, fault symptoms, photos or video and the operating conditions the product ran in. Your AQUROV contact collects the case, engineering judges the cause, and the remedy follows from there.
AQUROV · Engineering Store