FAQ Support & Assistance Search

This page will be updated on a regular basis. 

(latest update: 06/24/2020 – 4:00PM)

Since a few weeks, our operations are back to a normal level in Europe, as lockdown softens in France. The health and the safety of our customers and our employees remains at the heart of our concerns: client reception, production lines and visits at our client’s premises have been adapted with strict measures.

The situation can be different in each country, and we will carry on taking actions to adjust to measures taken by each local health authorities. Please refer to the dedicated section of this FAQ to learn more about the local specificities.

Delivery and commissioning of your products

We now support services on a normal level, in compliance with Governments’ health and safety recommendations.

With the return to a normal level of activity, all sectors are now supported. If needed, we will prioritize the health and medical sectors, as well as food industry and all other industries that are strategic in this context of sanitary crisis.

After-sales service

Our teams are available to intervene on your premises in compliance with the health measures and restrictions imposed by the local authorities.

Our service Hotline remains of course available.

Any delivery of parts will be subject to prior confirmation with the customer and the carrier.

You can also contact us by using the dedicated form on our website.

We thank you for informing us without delay of any measure taken by your company, in particular due to the current epidemic of covid-19, likely to impact the delivery of spare parts and / or the carrying out of interventions by our teams.

Training

In France, training sessions are available again, in compliance with the measures established by the French Government.

For other Countries, please contact your usual Sepro contact for more information.

Robot & automation production

Sepro’s production lines are working at a normal level, as lockdown softens in France. If needed, we will keep you informed of any further developments.

What is the situation in North America?

The interventions will be scheduled by the local Sepro teams, depending on the emergency type (in particular for vital industries) and on the means and logistics available.  For any detailed information, please contact your usual local service contact.

Training at all of our facilities are postponed for the month of April.

In Warrendale, PA we have move as many team members to home office.  In addition, we have taken special pre-cautions with a minimum staff in Warrendale to ensure operations and spare parts shipments.

The deliveries in the USA, Canada and Mexico (robots and parts) may be delayed due to the current difficulties in supply, production and international deliveries.  We will contact each impacted customer as soon as possible.

For spare parts in USA and for emergencies in Canada, we will ship from our current stock in USA, subject to prior approval by your company and by local logistics suppliers.

The local hotline is organized to give support regarding deliveries and service:

  • 1-877-737-7610 (USA and Canada, 24/7)
  • (81) 8421-0201 (Mexico)

 What is the situation in Germany?

Delivery of our products

We are operating almost back to normal, in line with government health and safety recommendations.

With the return to normal levels of activity, all areas are now operating again.

Customer Service

Our teams are again available for service calls, in compliance with the health measures and restrictions imposed by the local authorities.

Our service hotline is of course available for you.

Any delivery of parts requires prior confirmation with the customer and the carrier.

Training

In Germany, training is again being provided in accordance with the measures laid down by the authorities.

We will of course apply strict distance rules and provide masks for the participants.

Should training courses have been postponed due to the crisis, we will contact you shortly to arrange a new date for your training.

What is the situation in the United Kingdom and the Republic of Ireland?

We are prioritizing interventions for strategic and medical industries as defined by the British government. Other interventions will be addressed in order following completion of priority work.

What is the situation in Spain & Portugal?

Deliveries and receptions are postponed.

We are prioritizing interventions for medical and strategic industries as defined by the local governments. Other interventions will be addressed in order following completion of priority work.

For any information related to your current needs, please contact your usual local contact.

The hotline is organized to give support regarding deliveries and service.

Spare parts are delivered from France.

Contact in Spain: seprorobotica@sepro-group.com

What is the situation in Brasil & South America?

The interventions and deliveries in Brasil are back to normal. Please note that we cannot plan interventions outside Brasil at this time.  In any case, our team remain available to support you remotely.

The sales teams and the hotline are operating as usual.

Spare parts are delivered from Brasil.

What is the situation in Asia?

China

Operations are gradually getting back to normal, with the exceptions of the Wuhan area and of the border with Korea.  The deliveries in China (robots and parts) may be delayed due to the current difficulties in supply, production, and international deliveries.  We will contact each impacted customer as soon as possible.

The sales teams and the hotline are operating as usual.

Spare parts are delivered from China.

Malaysia

The country is closed.  Every trip is cancelled.

We continue to provide Hotline support in this country.

Spare parts are delivered from France.

What is the situation in BeNeLux?

The local Sepro team can schedule interventions.  For any information related to your current needs, please contact your usual local contact.

The sales team and the hotline are operating at a normal level.

Spare parts are delivered from Sepro France.

What is the situation in Central and Eastern Europe?

Operations are getting back to normal.

Hotlines are operating as usual.

The interventions and deliveries are carried out according to schedule.

The sales teams are available

Please contact your usual Sepro contact for further information.

Contact our sales team

All fields are required

How can we help you?

Contact person

Read our privacy policy

The information collected by SEPRO ROBOTIQUE is processed electronically in order to set up commercial relations between you and SEPRO ROBOTIQUE's Sales Department. Data points collected via this form are required except those marked as optional. Data recipient is SEPRO ROBOTIQUE's Sales Department, the data controller. Your data will be kept for the time necessary to process your requests. Pursuant to the French Data Protection Act of 6 January 1978, as amended, and the GDPR, you have the right to access, query, limit, transfer, modify, correct, and erase your personal data. You may also object at any time to the processing of your personal data. You can exercise these rights by sending us an e-mail to the following address: dataprotection@sepro-group.com or by writing to SEPRO ROBOTIQUE SAS, Henry Bessemer Street, ZI Acti-Est, CS 10084, 85003 La Roche Sur Yon, and including a copy of their signed identity document.