What should you do if there's a problem with your appointment?

Things don’t always go as planned. Here’s how to handle the most common appointment issues:

If you can’t be there at the planned time, you can easily change your appointment date via My BASE on the website. Please choose a time slot during which you’re available from start to finish. We’ll send you an SMS when the technician is on the way.

If your appointment is no longer needed (for example, the issue is resolved), you can cancel it via My BASE on the website.

If the technician didn’t arrive at the scheduled time, we’re sorry about that. Please contact us so we can check what happened and help you reschedule as quickly as possible.

There are two possible situations:

• You skipped the appointment during your order
  You can still plan a technician appointment yourself via My BASE on the website.

• You’re experiencing a technical issue
  Contact us first so we can troubleshoot together. If needed, we’ll arrange a technician visit for you.