i-Fix Support
Tell us what has gone wrong
Orders, parts, documents and anything else that needs sorting out. Every request raised here is given a ticket number and answered by email, and it stays on the team's queue until someone marks it resolved.
Raise a ticket
Fill this in and a ticket number comes back to your inbox, along with a copy of what you wrote. Quote that number in any later email and the whole history of the problem comes up with it.
Two things make a request quick to resolve. If it concerns an order, give the order number, the one that looks like ifix-26-27-001. If it concerns a part you have in your hand, give the lot number from the label: every i-Fix implant is labelled with one, and it ties the part back to the material certificate for the titanium it was turned from.
Looking for a catalogue, an IFU or a certificate? Those are already published. Try Downloads and Instructions for Use first. For distribution, territory or OEM enquiries, use Contact instead; those are handled by the sales team, not this queue.
What happens after you send it
You get a number
An email arrives with your ticket number and a copy of what you wrote. You have a record of it from the start, even if the problem takes a few exchanges to sort out.
It reaches a person
The ticket lands in the same system the team runs orders through. If you quoted an order number, the order opens alongside your ticket, so nobody has to ask you for details you have already given.
You are answered by email
Replies come to the address you gave, quoting your ticket number. Reply to that email and it stays on the same ticket. Once the problem is settled the ticket is marked resolved, and it can be reopened if it turns out not to be.