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Important Notice

Ordering online, in stores or over the phone is currently unavailable

Due to the current upgrade of our system, ordering online, over the phone and in stores as well as all online services are unavailable at the moment and there will be no stock or repair movements during this time.

All systems are operational again as of Monday 26th November.

 

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How can we assist when you cannot order?

customer service

Customer Service

You can reach Customers Service as usual during our regular service hours. Our team is available to answer any enquires and take orders however please be aware they will not be processed until Monday 26th November. 

Call: 0800 886 100   

stores

Stores

Your local Hilti Store is unfortunately closed during this time but will be open for business as usual on Monday 26th November.

website and app

Website and App

You are still able to find product information and download documents on the Hilti Website. Please note that you cannot login into your account during this period.

The Hilti Mobile App is offline.

Both systems will be back up and running on Monday 26th November.

Sales Representative

Sales Representative

You can reach your local Account Manager as usual during our regular service hours however they will also not be able to process any orders until Monday 26th November.

Frequently asked questions

Q: Why is Hilti upgrading the system?

A: We are using software that SAP no longer offer support for so the upgrade will allow more versatility to develop better, faster solutions utilising cloud based technology.

Q: What system is Hilti upgrading to?

A: The new system will be S/4 HANA

Q: If I have an urgent requirement on the 23rd November, can I still place an order?

A: Should you try to place an order with our Customer Services team on the 23rd November, it will be held and processed the following Monday 26th November. Due to the volume of calls we expect on that day, we’d recommend you try to plan around this as far as possible to avoid long waiting times.

Q: What is the cut-off point for orders?

A: The cut-off point for orders on the 22nd November is 16:00. Should you try to place an order after this point, it will be held and processed when the system is back up and running on the following Monday.

Q: What will happen to my order if I place it on the website on the 23rd November?

A: On the 23rd November, the ordering function on the website will not be available. We recommend you try to plan to place your orders the day before or on the following Monday 26th November. During this time, although the website will not be able to process transactions, the product information will still be available for sourcing or research purposes.

Q: What will happen to EDI (B2B) orders?

A: Orders placed via EDI systems will be processed as soon as the system is back up and running on Monday 26th November for dispatch the following day.

Q: What will happen to my order if I place it with my Account Manager on the 23rd November?

A: Your order will be held until it can be processed when the system is back up and running on Monday 26th November

Q: When will I be able to place orders again?

A: The Hilti website, Hilti Stores, Customer Services and your Account Manager will all be back up and running as normal on Monday 26th November

Q: What happens if I need to send a tool for repair?

A: There will be no repair orders processed or dispatched on the 23rd November however there are several different ways you can access a repair service in advance of and following the system switch-over.

Hilti website: The repair ordering function on the website will be unavailable from the 23rd to the 25th November. If you log-in on Monday 26th November, you should be able to book in your repair as normal

Hilti Connect App: The repair ordering function on the Hilti Connect App will be unavailable from the 23rd to the 25th November. If you log-in on Monday 26th November, you should be able to book in your repair as normal. 

Hilti Store: The Hilti stores will be closed for business on November 23rd. You are welcome to drop your tools in for repair the day before provided you do so prior to 16:00. Alternatively, you can drop your tools in to the Store for repair the following Monday 26th November. Find your nearest Hilti Store here: www.hilti.co.uk/stores

Customer Services: Should you have an urgent requirement on the 23rd November, our Customer Services team will be available to manually process repair orders however due to the volume of calls we expect on that day, we’d recommend you try to plan around this as far as possible to avoid long waiting times.

Q: Will my repair still be guaranteed to be returned within three days?

A: On the 23rd November there will be no stock movements at all including repair orders. Due to this disruption, we will not be able to guarantee a 3-day repair turnaround however, we will endeavour to return the repaired tools as soon as possible

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