Customer Service Flow chart
Support Operations
Customer Service Flow
The end-to-end complaint-to-resolution journey, updated with the latest ticketing terminology and revised turnaround times across Standard and Elite service tracks.
Standard Service
Elite Service
Complaint Registration through Feston Care Service, CRM, or E-mail.
CRM collects the Customer and Product details & generates a Ticket number.
Feston Support Engineers assist through online technical support within 6 working hours.
Standard Service
Elite Service
Inverter error code identified & solved within 24 hrs.
The corresponding Service Engineer closes the ticket number.
Ticket Closed.
Unable to resolve remotely — needs service centre support.
Customer sends the inverter to the nearest service centre or dealer within 48–72 hrs.
Repair the inverter.
Replace with new inverter.
Dispatch the inverter to the customer address within 5 working days.
— on-site path merges below —
For on-site cases, the corresponding Feston Service Engineer performs the repair within 48 working hours, and replacement within 5 working days for the inverter.
Ticket Closed.
Feedback Form — closing the loop with the customer.
Feston Support & Warranty Services
📞 +91 9384813428
✉️ csm@festonsev.com
Warranty Claim Procedure
How a warranty claim moves from first diagnostics to a resolved, returned unit — across four clear stages.
STEP 1
Initial Diagnostics
Installer / end user tries to identify the issue
↓
Contact Feston Technical Support for remote assistance
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The technician, with adequate understanding of Feston equipment and installation, tries to diagnose
STEP 2
Lodging a claim
Feston Web Portal
Customer Service Email
↓
Provide required information like error codes, measurements, photos, communication records
↓
Other option
⌄
Conditional replacement
Service partner request
STEP 3
Dispatch replacement unit
↓
Estimate based on transportation
↓
STEP 4
Returning the Faulty Unit
↓
↓
(Borne by Feston)
+91 9384813428
csm@festonsev.com
Product Registration in Feston Care App
The complete path a user follows to register a product — from downloading the app to receiving the warranty certificate and test report.
+91 9384813428
csm@festonsev.com
Products
Service Registration
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