Before helping you with a robot repair or swap, we need you to provide us (or to confirm if provided already) the following informations:
Details about the person to contact for the robot's delivery or pickup (name, phone number, email address),
Delivery address,
Pickup address (if not the same as the delivery address),
Billing address,
Your VAT number,
Serial number of the robot (see how to find it on Pepper or NAO).
Please, try to provide those when contacting Support for a Repair or a Swap operation.