FAQ Pro Installux: orders, deliveries, support

• If you are already an Installux customer: send your order by e-mail.
• If you are not a customer: contact the Installux switchboard to be put in touch with the sales representative for your area.

OARs are sent within 1 working day (e-mail). If you haven't received anything, please contact your SMA manager.

NB : OAR = Order Acknowledgementr

Indicative lead times (mainland France) are as follows:

• RAL standard : D + 14
• Special anodizing / AS20 : D + 18
• Bi-coloring (BCL) : D + 24
• Ton bois : D + 28
• BCL + Wood clour : D + 38
• Brut (profiles only) : D + 7

These times include shipping, estimated at 3 days after dispatch.

NB : D = Shipping day (D) shown on your OAR

Free shipping applies for all shipments ≥ €3000 net excl. tax (same departure date). Below this amount, shipping costs will be charged.

NB : Information valid only for deliveries in mainland France

Minimum 50 € net HT. Below this amount, a handling fee will apply. Invoicing costs require us to raise the net order total to a minimum of €50 before tax.

For small accessory packages: 7 to 10 € net excl. tax.

For cut profiles: contact your SMA manager.

NB: Information valid only for deliveries in mainland France

An Express Lacquering (single-tone) can save you 6 days for a lump-sum overcharge.
Not available in bi-coloring, woodtone and AS20.
If not requested at time of order, you may request modification within 4h after receipt of OAR(beyond: modification impossible).

Delivery time is always calculated from the Shipment Day (D) shown on your OAR (Order Acknowledgement).

• If you have ordered in express transport: Delivery at D+1, after this time contact your SMA manager.
• If you ordered by distribution (courier) : Delivery at D+3, after this delay contact your SMA manager.
• If you ordered by transport charter: Delivery at D+2, after this time contact your SMA manager.

Features of delivery options :

• Express transport : Products not exceeding 3.90m in length.
• Distribution transport(courier) : Products not exceeding 6.50m in length and for a total order of less than 500 Kg.
• Transport affreightment: All other orders and in particular high-volume orders.

NB : Information valid only for deliveries in mainland France

On receipt of your order delivered by a carrier appointed by Installux, it is essential to check the goods immediately, before the driver leaves.

1. Formulate reservations immediately upon delivery

In the event of damaged, missing or non-compliant packages, you must:

• Inscribe written, precise and detailed reservations on the delivery receipt
• Clearly describe the problem found 
  (ex. number of packages affected, type of damage to material: breakage, deep scratches, deformation, dents, etc.).)
• Avoid any vague mention such as "subject to unpacking", which is not admissible

👉 If the driver cannot wait, mention this explicitly on the reservations.

2. Confirm reservations within 48 working hours

For reservations to be valid, they must be:

• Confirmed within 48 working hours of delivery
• Sent by registered mail and/or e-mail
• Accompanied by photos of damage found

3. Send your file to Installux

Then simply send :

• The reserves
• The photos
• By e-mail to your SMA Installux contact, with request for acknowledgement of receipt

👉 Our teams then take over for the processing of your claim.

💡 Good pro reflex: a quick check on delivery and well-written reservations enable you to secure your worksite and speed up handling by our services.

RAL sample or manufacturing drawings : contact your SMA manager.

Paper commercial/technical documentation : contact your sales referent.

NB : To find out the contact details of your sales referent, contact the Installux switchboard.

First contact your regional sales manager.
In case of unavailability, Installux technical service can be contacted via the switchboard.

After several minutes of inactivity, Phoebus no longer responds

In this case you need to close the software by any means, including an "end task" in the task manager, available through Ctrl + Alt + Delete.

If this message appears on program startup:

1. Connect the USB protection key
2. Reinstall the key driver supplied in the package

If this error message appears when saving a marker, item or customer record:

Contact your IT provider to modify your user rights on the session concerned.

If this message appears on software startup, this means the database is not accessible. Follow these steps:

1. Check that the database has not moved
2. Check that server is running
3. Redefine path

You need to share everyone's work in order to limit multiple entries of the same deal in the QUOTATION/ORDER/FABRICATION process :

• Phoebus can be installed in a network according to an instruction in the menu item HELP
• It is imperative to contact us or have us contact your IT provider

NB: Network operation on NAS is prohibited.

When defining a cut, nothing happens or this message appears:

Contact BEC INSTALLUX via the switchboard or the IT provider in order to release the rights to the PHOEBUS directory.

If this error message appears when entering a shaped, curved, trapezoidal etc. frame, please check the dimensions entered.

Check the dimensions entered, one of them must be incompatible

NB: For a hanger, the height of the drop cannot be greater than half the width of the assembly.

If this message appears when calculating a case, frame or any other document:

You must open each of the markers, view the assembly defects and then correct them.