17-Technical Support and FAQ

For efficiency reasons, we prefer that you use our contact form. You will be rapidly contacted by the appropriate department.

Technical support

Request for intervention and/or parts replacement

Refer to the user manual for the procedure.
Reference, serial number and detail of problem.

A question? A problem? You will find information about frequently asked questions. Think to read the user manual.

In the event of a problem, before making a repair request, check the following points.

The gas actuator doesn't work? (Couch, Gyneco, chair, stretcher)
Refer to the user manual for handling.

Question	Check
Is the actuator in good condition?	Check that there are no leaks and the actuator condition. Change the actuator.
Is there any play between the gas control and the actuator?	Check the control suppleness, actuator adjustment.
The actuator piston is not always compressed?	If the head rest doesn't go up on its own, check the actuator adjustment.

The table doesn't work (electrical functions)? (Couch, Gyneco, chair)
Refer to the user manual for handling.

Question	Check
Is the power supply plugged in?	Test your electrical supply and connections.
Is the remote control or pedal correctly plugged in?	Check the connections.
Are the electrical cables for the couch in good condition?	Check that the cables are not cut or crushed.
For electric head rests, is the cable correctly connected?	Check the link between the electric actuator and its connector.

Programming is not saved? (Gyneco Elite)
Refer to the user manual for handling.

Question	Check
Is the pedal correctly connected to the table?	Check the connections.
Are the electrical cables for the table in good condition?	Check that the cables are not cut or crushed.

The hydraulic stretcher doesn't go up?
Refer to the user manual for handling.

Question	Check
Is the raising actuator in good condition?	Check that there are no leaks and the actuator condition.

The centralised castors of the stretcher do not work?
Refer to the user manual for handling.

Question	Check
Do the pedals brake the stretcher?	Check the castor adjustments.
Is there play in the castors?	Check the adjustment, and see if the wheel(s) need changing.
Is the 6th castor correctly positioned?	Activate the 6th castor and if it does not go down, move it by hand.

FAQ - Questions/Answers

My product doesn't work any more: under guarantee, not under guarantee. Is it still under guarantee?

Provide the serial number and reference to your dealer who will send you a quote for spare parts or claim under the guarantee.

I need to change the upholstery, how to do it, who will do it?

If you bought your equipment on ourwebsite: Use our contact form choosing After sales request.

If you bought your equipment from a dealer: The dealer will cover the after sales support, and determine if parts need to be replaced.

What is the PROMOTAL warranty period?

Warranty 2 years, excluding upholstery for PROMOTAL products and accessories. Products Quest and Duolys purchased directly on internet benefit automatically from a 1 year warranty extension.

Where do I find the serial number?

8 figure serial number indicated on a 5 x 4 cm label.

What do I do if the product delivered does not correspond to my order?

If you bought your equipment from a dealer: Transmit the reference and serial number to your dealer, describing the problem.

If you bought your equipment on ourwebsite: use the contact form choosing After sales request.

Do you have a direct number?

For efficiency reasons, we prefer that you use our contact form. You will be rapidly contacted by the appropriate department.

What are the preventive recommendations, to be checked after 1 year on a stretcher?

All preventive recommendations for your product are indicated in the user manual.

Can I have the PROMOTAL articles spare parts list?

Please use the contact form indicating the reference of your article (indicated on your invoice)).

What are the contacts in France?

For efficiency reasons, we prefer that you use our contact form. You will be rapidly contacted by the appropriate department. You can also ask a Promotal dealer near to you.