Technical support with ndd: what to expect

For over 25 years, ndd has been servicing customers worldwide. With support teams in the US and Switzerland, we provide superior technical support whenever our customers need assistance.

We pride ourselves on the reliability and durability of our devices, but sometimes, issues arise that require help from one of our technical support professionals. When that happens, you can rest assured that the ndd technical support team will be there every step of the way.

Here’s what you need to know before contacting the ndd support team.

Be prepared

Be prepared to make troubleshooting easier by having these few things lined up:

• Device serial number for easy system look-up
• Have the device on hand for step-by-step instructions from the support representative
• Make sure to have any passwords used for system log-in
• Detailed information on the question or concern, including any error messages received

Contact us at your convenience

How do you want to get in touch with us?

• Speak with a live representative on the phone
  • +19784700923 (North and South America)
  • +41445126500 (International)
• Send us an email
  • [email protected] (North and South America)
  • [email protected] (International)
• Chat with us
  • Live chat with our agents for basic device and support information

Speak with a live person with no wait times!

• You will never go into a wait queue
• You won’t have to wait through long directories with numerous options
• Your call goes straight through to a live ndd representative**

**If a live team member is unavailable, you can leave a voicemail, and a team member will return your call within a few hours if within business hours. If the voicemail is received after business hours, the representative will return your call the next business day.

Support case assessment

Once connected with our support team, we’ll:

• Ask a series of questions
• Troubleshoot your device
• Access your device or computer remotely if necessary
• You’ll receive a case number to check your device status anytime
• We solve most cases remotely during the first phone call

Device repair cases

If we can’t solve your device issues remotely, we will ask you to send the device to us for evaluation and potential repair. We make every attempt to minimize any downtime for your practice or patients.

• Loaner devices are available for your convenience - country specific availability
• We will provide thorough and timely updates throughout the evaluation and repair process
• Most cases are repaired and resolved within three days

Case resolution

A support team member will work with you until we resolve your device issue, and your case is closed.

Your satisfaction is our top priority, and to ensure your satisfaction, we’ll send a support case survey to the email you provided.

Support hours

• North & South America: 8:30 AM (EST) - 5:00 PM (EST)
• International: 8:00 AM (CET) - 5:00 PM (CET)

The entire team at ndd understands how vital PFT testing is to your practice and patients. We are dedicated to providing the highest quality service to keep downtime to an absolute minimum so you can focus on your patients without worrying about device issues.

You can trust that the ndd support team is ready and available whenever you need us!

What our customers are saying

Wonderful communication, instructions were easy to follow, and I even got a follow up asking how the issue was.

ndd representative was VERY helpful and attentive to our issue. Great customer service !!”