RTS Service policies for asia/pacific rim Manual

RTS Service policies for asia/pacific rim Manual
Service Policies
for Asia Pacific
Bosch Security Systems
2 I Service Policies
Service Policies I 3
Contents
1Introduction 4
2
Overview of our service highlights 5
3
Key repair and exchange information 6
3.1
Packaging your product return 7
3.2
Transport costs and shipping 7
4
Overview of service levels 4.1
Service levels covered by the warranty terms
4.1.1
Advanced Exchange (Advanced Exchange New
or Advanced Exchange Swap)
4.1.2
Fast Exchange 8
4.1.3
Exchange of DOA (Dead On Arrival) devices 9
4.1.4
Repair (Carry In Repair) 9
4.2
Service levels not covered by the warranty terms 4.2.1
Repairs (Carry In Repair/Quote - Carry In)
4.2.2
Processing by national sales organization
(No RMA Accepted or Refer NSO)
5
Warranty periods 12
5.1
Overview of security technology 12
5.2
Overview of communication technology
13
6
Spare parts service
14
7
Terms and conditions for repairs and exchanges
15
8
Abbreviations
17
9
Contacting Bosch Security Systems After-Sales Service
18
8
8
8
10
10
11
4 I Service Policies
1 Introduction
We aim to fulfill the requirements of our customers and partners professionally and cooperatively.
We wish to set ourselves apart as reliable partners beyond sales.
The processes described cover the majority of procedures proceeded by our Bosch Service
Centre in Singapore. The description of the process under the service level in the following text
relates to the standard process.
In order to optimize our service and cover larger regions, Authorized Service Centres (ASC)
support as external partners our Bosch Security Systems After-Sales Service. Deviations may
occur if the complaint is processed by an ASC, for example in relation to transport handling,
processes or confirmations. The warranty periods are not effected whether the complaint is
processed by the Bosch Service Centre or an ASC.
We make short processing times possible using clear, standardized processes. Usually, these are
estimated
1
to be within:
ff two business days for advanced exchanges, and
ff five business days for Carry In repairs
excluding shipping time from Regional Service Centre (Singapore) and custom clearance time.
To achieve this, we need your cooperation, such as notification of a shipment using the return
material authorization (RMA form). A fully and correctly completed form speeds up processing
enormously, and your downtimes are minimized.
These Service Policies can be viewed as operating instructions in cases where service is
required. They apply to all brands of the Security Systems business unit (Bosch, Dynacord,
Electro-Voice, RTS, and Telex). They describe the processes involved, and also provide details of
the different service levels. The last pages list contact details as well as additional services. We
strive to support our products for at least five years after the end of production.
Our Service Desk or Authorized Service Centre will be happy to answer any questions you may
have.
1
The times given are not binding.
Service Policies I 5
2 Overview of our service highlights
Fast advanced exchange
A free advanced exchange is available for our most popular products during the warranty period,
minimizing system downtimes.
Short turnaround times
We have minimized our turnaround times using clear, standardized processes. Usually, these are
estimated
1
to be within:
ff two business days for advanced exchanges, and
ff five business days for Carry In repairs
excluding shipping time from Regional Service Centre (Singapore) and custom clearance time.
Ease of contact
You can send us your query at any time by e-mail, fax or online. You can also call our Service Desk
during our office hours.
Spare parts service
We have an extensive range of spare parts and high level of parts availability. Even when we stop
production, spare parts are usually still available from us for an additional five years.
Extended warranties
With just a few exceptions, all products come with a three-year warranty.
1
The times given are not binding.
6 I Service Policies
3Key repair and exchange
information
These Service Policies apply to devices purchased directly from Bosch Security Systems or one of
its subsidiaries. If you have purchased a device through a dealer or distributor, please contact
that dealer or distributor in the event of complaints.
Before you return products to us for repair or exchange, you must first obtain a return material
authorization (RMA). This ensures that your return is continuously tracked and is billed correctly,
and minimizes the risk of errors and delays. To obtain a repair form (RMA form), please contact
our Service Desk (see overview on the last pages).
This form should be filled out as completely as possible. To establish warranty claims, it is
essential that you provide us with the serial number or "date code" of the device (see nameplate).
A copy of the purchase receipt may also be required. Once you have submitted this form, we will
send you an RMA number and an order confirmation with further information, including the
relevant service level. We reserve the right to cancel the RMA if the product is not received within
30 days.
Package the device securely for transport and ensure that the RMA number is clearly visible on
the package.
Note: The service level is defined depending on the product. Please direct all enquiries to our
Service Desk. Exchanges are not provided for products manufactured to customer specifications.
Service Policies I 7
3.1
Packaging your product return
You are responsible for protecting the returned products by ensuring they are packaged and
shipped appropriately. We reserve the right to reject warranty claims due to damage caused by
failure to comply with the following packaging requirements:
ff All parts must be securely packaged and dispatched in a packaging box to prevent mechanical
damage
ff Adequate external packaging must be used to protect the contents against possible damage
during transport
ff Affix the adhesive shipping labels supplied by us to the package so that they are clearly visible
3.2
Transport costs and shipping
We do not assume the costs for inbound shipping of your device. Please arrange shipping of
faulty devices to our service centre or ASC yourself.
If you have questions about our Service Policies, please contact the Service Desk.
8 I Service Policies
4 Overview of service levels
4.1
Service levels covered by the warranty terms
4.1.1 Advanced Exchange (Advanced Exchange New or Advanced Exchange Swap)
Advanced Exchange devices are new or fully refurbished products. Please return the faulty device
to us without accessories within ten days following receipt of the exchange device. Use the
packaging from the exchange device where possible.
Procedure:
1.Ask our Service Desk for a return material authorization (RMA) by e-mail or fax, or online.
2.You receive an order confirmation from us with the service level "Advanced Exchange New"
or "Advanced Exchange Swap".
3. We send you the exchange device.
4.The faulty device has to be returned to the Service Centre.
4.1.2 Fast Exchange
In this case we supply a fully refurbished exchange device immediately on receipt of your faulty
device. Please return the faulty device to us without accessories in suitable packaging.
Procedure:
1.Ask our Service Desk for a return material authorization (RMA) by e-mail or fax, or online.
2. You receive an order confirmation from us with the service level "Fast Exchange".
The faulty device has to be returned to the Service Centre.
3.
4.We send you the exchange device as soon as we receive the faulty device.
Service Policies I 9
4.1.3 Exchange of DOA (Dead On Arrival) devices
If a fault is determined during initial installation (within 30 days from the date of invoice to the
end customer), we will supply a new device to exchange the faulty device. We will require a copy
of the purchase receipt to process the claim. Please return the complete faulty device to us
within ten days following receipt of the exchange device. Use the packaging from the exchange
device where possible.
Procedure:
1.Ask our Service Desk for a return material authorization (RMA) by e-mail or fax, or online.
2.You receive an order confirmation from us with the service level "Advanced Exchange New".
3.We send you the exchange device.
4.The faulty device has to be returned to the Service Centre.
4.1.4 Repair (Carry In Repair)
We assume the costs of standard repair for all warranty repairs. Use suitable packaging for
shipping.
Procedure:
1.Ask our Service Desk for a return material authorization (RMA) by e-mail or fax, or online.
2.You receive an order confirmation from us with the service level "Carry In Repair".
3.The faulty device has to be send to the Service Centre.
4.The repaired device is returned to you.
10 I Service Policies
4.2
Service levels not covered by the warranty terms
4.2.1 Repairs (Carry In Repair/Quote - Carry In)
We differentiate between repairs at the flat rate and repairs according to cost estimate. Both
prices include diagnostics, repair, spare parts, required updates where applicable, calibration
where necessary, function test, cleaning, repair report, quality checks, and safety checks.
All repairs are covered by a warranty of 90 calendar days, which means that if a fault re-occurs in
the repaired device within the first 90 days following its return, the device will be repaired free of
charge.
4.2.1.1 Flat-rate repair (Carry In Repair)
We have defined flat rates for most repairs, which we can quote you in advance so that you are
aware of the costs before we collect the faulty device from you.
Procedure:
1.Ask our Service Desk for a return material authorization (RMA) by e-mail or fax, or online.
2.You receive an order confirmation from us with the service level "Carry In Repair" and the
repair flat rate.
3.Please return the signed order confirmation to us by e-mail or fax as confirmation that you
accept the cost.
4.The faulty device has to be send to the Service Centre.
5.The repaired device is returned to you.
Service Policies I 11
4.2.1.2 Repair according to cost estimate (Quote - Carry In)
In exceptional cases, if no flat rate price is availabe, the repair price is based on an individual
cost estimate calculated for you. If you do not confirm our cost estimate within 14 days or reject
the cost estimate, we will return the device to you and charge a processing fee of USD 30 per
device for the costs incurred for fault analysis and the transport costs to ship the device back to
you. The processing fee is also payable if you choose to scrap the device at our Service Centre.
Procedure:
1.Ask our Service Desk for a return material authorization (RMA) by e-mail or fax, or online.
2.You receive an order confirmation from us with the service level "Quote - Carry In".
3.The faulty device has to be send to the Service Centre.
4.You receive a cost estimate from us.
5.Please return the signed cost estimate to us by e-mail or fax as confirmation that you accept
the cost.
6.The repaired device is returned to you.
4.2.2 Processing by national sales organization (No RMA Accepted or Refer NSO)
In some exceptional cases, we may not be able to process your query directly in After-Sales
Service (order confirmations with the service level "No RMA Accepted" or "Refer NSO"). There are
a number of possible reasons for this, e.g. if the device has been out of production for a long
time and the maximum service time has passed, or if economical repair is not possible as the
device has little residual value. In this case, please contact your national sales organization (NSO)
to purchase a new product.
Note: Do not return the device to us in this case. We will have to return it to you and charge you
processing and transport costs.
12 I Service Policies
5 Warranty periods
5.1
Overview of security technology
Product type
Warranty
Video
Pan/tilt heads
1 year
Aegis SuperLED and UFLED
3 years
All other products
3 years
Intrusion alarm systems
All
3 years
Conference systems
3 years
(Exceptions:
1. The warranty for batteries in discussion units or Integrus receivers
and headphones, as well as ID cards is one year.
2. No warranty is provided for carrying bags for floor stands and
earplugs.)
Public address and voice alarm systems
All
3 years
Fire alarm systems
All
3 years
Access control and management systems
All
3 years
The actual warranty period for the device begins on the date of invoice to the end customer.
The warranty periods and terms in this document relate to our standard guidelines in Asia Pacific.
Where compulsory statutory regulations which extend beyond the warranty terms apply in
individual countries or states, the statutory regulations take precedence.
Service Policies I 13
5.2
Overview of communication technology
Product type
Warranty
DYNACORD
Electronics
3 years
Non-Powered Speakers
3 years
Powered Speakers
3 years
Speaker Accessories & Hardware
1 year
ELECTRO-VOICE
Amplifiers/Signal Processing
3 years
Non-Powered Speakers
3 years
Powered Speakers
3 years
Speaker Accessories & Hardware
1 year
Wired Microphones
3 years
Wireless Microphones (RE2 and RE300)
2 years
Wireless Mic & Powered Accessories
3 years
University Sound Speakers
3 years
RTS
RTS Microphones and Mounting Accessories
1 year
RTS Audiocom Wired Intercom
3 year
RTS Radiocom Wireless Intercom
3 years
RTS Matrix and TW Intercom
3 years
TELEX Broadcast and Intercom Headsets
1 years
TELEX
Aviation Components
1 year
TELEX Wired Microphones
1 year
TELEX Education Headsets
2 years
TELEX Dispatch
3 years
TELEX Wireless Mic & Powered Accessories
3 years
TELEX Sound Mate
3 years
TELEX Aviation Headsets / Mics
3 years
TELEX Aviation Headsets:
Stratus 50 Digital, Stratus 30XT, and Echelon 25XT
3 years
The actual warranty period for the device begins on the date of invoice to the end customer.
The warranty periods and terms in this document relate to our standard guidelines in Asia Pacific.
Where compulsory statutory regulations which extend beyond the warranty terms apply in
individual countries or states, the statutory regulations take precedence.
14 I Service Policies
6 Spare parts service
We offer a wide range of original Bosch spare parts for our products. Even when we stop
production, spare parts are usually still available from us for a further five years. For further
information please contact the Service Desk:
E-mail: [email protected]
Tel.: +65 6571 2884
+65 6571 2885
Fax: +65 6571 2890
Service Policies I 15
7Terms and conditions for repairs and
exchanges
General
The following conditions apply to all repairs and preparatory work such as inspections and cost
estimates. In the case of repairs as part of a warranty claim (guarantee), they are supplementary
to the terms of warranty.
If within the warranty/guarantee, we will exchange or repair your faulty device free of charge. If,
within the scope of a warranty claim, the damage or defect is determined to be as a result of
misuse, incorrect application, inappropriate packaging, or an unauthorized repair attempt,
warranty claims are excluded. Any costs incurred and to be allocated shall be invoiced to the
customer.
When you have submitted the repair note, the Service Desk will issue you with an RMA (Return
Material Authorization) number. This is valid for 30 days from the date of issue. The serial
numbers, models, and number of devices sent to us must match the information provided in the
repair note. Any discrepancies may lead to longer processing times and/or result in additional
costs.
Shipping, transport costs, taxes, and customs duties
Please arrange shipping of faulty devices to our service centre or ASC yourself. The costs for
inbound shipping are not assumed by Bosch Security Systems or ASC . Any taxes or customs
duties incurred shall be paid by the customer if required. Please ensure that the RMA number
provided to you by the Service Desk is clearly visible on the package.
Packaging
You must return the device in its original packaging or in alternative packaging that is as good as
or better than the original packaging. In the case of exchange devices, you should ideally use the
packaging of the exchange device. The goods must be packed securely for transportation.
When we return the device to the customer it will be packed securely for transportation. We
cannot guarantee that the return will be sent in the original packaging.
Exchange devices
In the case of an Advanced Exchange (AE) you shall receive an exchange device before we have
received your faulty device. Generally exchange devices are dispatched without accessories. You
must not include accessories with the return (e.g. remote control, cable, external power supply
etc.).
Bosch Security Systems is authorized to invoice the value of the advance exchange device to the
customer if:
16 I Service Policies
1.Bosch Security Systems has not received the faulty device within 10 days of the delivery of
the advance exchange.
2.The faulty device is returned in a condition that does not meet the terms of the warranty.
3.The returned device does not match the specifications on the RMA.
If we receive the faulty device after we have invoiced you for the exchange device, we will invoice
you a fee that amounts to 10% of the invoice value.
Repairs outside of the warranty/guarantee
You will receive a repair work confirmation for repairs including a flat rate price or an individual
cost estimate. Both prices include diagnostics, cleaning, necessary updates if required, repair,
spare parts, calibration, function test, and repair report. If you agree to the price of the repair
and wish Bosch Security Systems to carry out the repair work, sign this confirmation and send it
via email or fax to the Service Desk. We offer a 90-day warranty on repairs.
In order to create a cost estimate, interventions must be carried out on the device. In some
circumstances these interventions shall not be resolved if the repair order is not issued. The
customer is not entitled to request that the device be restored to its original condition. We shall
of course endeavor to do this. The flat rate price for repairs shall not apply if the device is beyond
economical repair (the value of the repair exceeds the residual value of the device).
Charges
If you have not confirmed our cost estimate within 14 days or if you decline it, we shall return
your device to you and charge you a handling fee of USD 30 per device to cover the costs
associated with the error analysis, and the transport costs to ship the device back to you. The
handling fee shall also be charged if you choose to scrap the device at our service centre.
Liability
Rights to claims for damages due to slight negligence – irrespective of legal basis – are excluded.
If the device is damaged during repair, Bosch Security Systems is solely authorized and obligated
to provide corrective maintenance free of charge. If it is not possible to carry out the corrective
maintenance or if the associated costs exceed the exchange device value, Bosch Security
Systems can instead exchange the device by paying the purchase price for a comparable device
or, at its own discretion, supply a new or exchange device. The same applies if the device is lost.
Place of jurisdiction
If the customer is a trader or a legal person under public law, the place of jurisdiction is
Singapore.
Service Policies I 17
8 Abbreviations
Abbreviations are commonly used for some terms:
Abbreviation
English term
ASC
Authorized Service Centre
NSO
National Sales Organization
RMA
Return Material Authorization
The following abbreviations are also used for some service levels:
Abbreviation
English term
AEN
Advanced Exchange New
AES
Advanced Exchange Swap
CI
Carry In Repair
CR
Credit Return
DOA
Dead On Arrival
FE
Fast Exchange
-
No RMA Accepted
QCI
Quote - Carry In
-
Refer NSO
18 I Service Policies
9Contacting Bosch Security Systems
After-Sales Service
Regional Service Centre Singapore
for all products
Repair and Spare parts service
E-mail:
[email protected]
All countries
Tel.: +
65 6571 2884
+65 6571 2885
Business hours:
Monday to Friday 8:30 am to 17:45 pm CST
Fax: +65 6571 2890
Contact address
Shipping and delivery
Robert Bosch (SEA) Pte Ltd
11 Bishan Street 21
(Level 5, ST-ASA)
Singapore 573943
Robert Bosch (SEA) Pte Ltd
11 Bishan Street 21
(Level 5, ST-ASA)
Singapore 573943
Authorized Service Centres
for Australia
Products: Video Systems
Products: PACo, Pro Sound, CCS
Westview Electronics Pty Ltd
Unit 1/7 Packard Avenue
Castle Hill NSW 2154
Australia
Silicon Heaven
Unit 11/7 Inglewood Place
Baulkham Hills
Sydney 2153
Australia
Tel.: +61 2 9659 0077
Fax: +61 2 9659 0066
E-mail: [email protected]
Tel.: +61 2 888 33 167
Fax: +61 2 8088 7759
E-mail: [email protected]
Authorized Service Centres
for Hong-Kong
All products
Products: Pro Sound
Eversales Co.
Rm-403, 4/F., Tower-A, Hung Hom Comm Centre,
39 Ma Tau Wai Road, Hung Hom.
Kowloon, Hong Kong
EVI Repair Centre
Flat 2, 5/F., Seaview Centre,
139-141 Hoi Bun Road,
Kwun Tong, Kowloon, Hong Kong
Tel.: +852 23636518
Fax: +852 27658744
Tel.: +852 35807700
Fax.: +852 21877597
Service Policies I 19
Authorized Service Centres
for India
All products
Products PACo, Pro Sound (North India)
Bosch India Repair Centre
Bosch Limited
#204,Near FCI godown
Channasandra,Whitefield
Bangalore - 560 067, India
Ambica Electricals
303 &309,Pratap Chambers II
15A/44 , W.E.A.,Karol Bagh
New Delhi-110005
Tel: + 91 80 2845 2902
Email: [email protected]
Tel: +91 11-25789189, 01141450736
Fax: +91 25814291
Email: [email protected]
Products PACo, Pro Sound (West India)
M.R.H Digital Sys Pvt Ltd
P.O Box 4050, 290 Lamington Rd
Mumbai 400 007
Tel: ( 91-22) 43459012 - Direct line
(91-22) 43459000 - Operator
Fax: (91-22) 43459016
E-Mail: [email protected]
Authorized Service Centres
for Indonesia
Products: Video Systems, PACo, Intrusion, Fire, ESS
Products: Pro Sound, CCS
PT EPSILON GLOBAL
JL. Duri 1 No. 4
Jakarta Pusat – 10140
Indonesia
PT. Infinite Audio Media
Prisma Plaza, blok-D, 33-34
Taman Kedoya Permai
Kebon Keruk, Jakarta
Indonesia
Tel: +62 21 63870810
Fax: +62 21 63870811
Email: [email protected]
Tel: 021-53672071-72
Fax: 021-53672070
Email. [email protected]
20 I Service Policies
Authorized Service Centre
Authorized Service Centre
for Japan
for Korea
All products
Products: All products
EVI AUDIO JAPAN Shinagawa SC
Takae Building 7F 4-13-34
Higashi-Shinagawa Tokyo Japan
Panatech
Rm211, 4Dong, Wonhyo Electronic Market, 51-30
Wonhyoro - 3ga, Yongsan - gu, Seoul, Korea
Tel: +81-(0)3 - 5485 - 4434
Fax: +81-(0)3 - 3450 - 9791
Tel: 82-2-702-2845
Fax : 82-2-702-2834
Email : [email protected]
Authorized Service Centres
Authorized Service Centre
for Malaysia
for New Zealand
Products: All products
Products: Video Systems
O’Connor’s Engineering Sdn Bhd
Bangunan O’Connor
13, Jalan 223,
46100, Petaling Jaya,
Selangor Darul Ehsan
Malaysia
Zone Technology Ltd
Unit 6 , 25 Airborne Road
Albany, Auckland 0632
New Zealand
Tel: +64 9415 1500
Email: [email protected]
Tel: +
603-7953 8498
+603-7953 8440
Fax: +603-7953 8499
Email: [email protected]
Authorized Service Centres
Authorized Service Centre
for New Zealand
for the Philippines
Products: Pro Sound
Products: All products
MusicWorks NZ Ltd
141 Hobson Street,
Auckland CBD, New Zealand
Comsec I-Tech Corporation
Unit 1, 3rd Floor, 818 Bldg.,
818 A.Arnaiz Ave., Makati City 1223
The Philippines
Tel: +64 9 303 5046
Email: [email protected]rks.co.nz
Tel: +
632 752-7053
+632 752-7052
Fax: +
663 752-7053
+632 752-7052 loc 105
Email: r [email protected]
[email protected]
Service Policies I 21
Authorized Service Centres
for Taiwan
Products: All products
Products: All products
Innova Tech & Management Consultant, Inc.
4F., No.108, Minquan Rd., Xindian Dist.,
New Taipei City 23141,
Taiwan (R.O.C.)
Radiance Technology CO., Ltd.
5F, No. 25, Lane 20, Alley 26,
Ruiguang Road, Neihi District,
Taipei City,
Taiwan (R.O.C.)
Tel: +886 2 2218 6959 ext 640
Fax: +886 2 2218 3685
Email: [email protected]
Tel: +886 2 87925278
Fax: +886 2 87925276
Email: [email protected]
Authorized Service Centres
for Thailand
Products: Video Systems, PACo, Intrusion, Fire, CCS
Products: Pro Sound
E.L.A.ENGINEERING LTD.,PART.
7 Soi Ramkhamhaeng 118 Yaek 42
Ramkhamhaeng Rd.,
Saphansung Bangkok 10240
Patararungroj Ltd.,Part
22 Patara Bldg., Moo 5, Soi Watsapan, Rachaphruek
Rd., Bangphrom, Talingchan, Bangkok 10170
Thailand
Tel: +
66 (0) 2327 1977
+66 (0) 2729 4077
Fax: +66 (0) 2373 1615
Mobile: +668 754 3760
Email: [email protected]
Tel.: 02-4108288
Fax: 02-4108555, 02-4108558
Email: [email protected]
[email protected]
Authorized Service Centres
for Vietnam
Products: All products
Products: All products
AIC TRADING
650 Nguyen Van Cu Str.,
Long Bien dist., Hanoi, Vietnam
AIC APPLIED ELECTRONIC (AIC HCM)
Satra Pham Ngu Lao Tower, 275B Pham Ngu Lao St.,
Pham Ngu Lao Ward,
Dist. 1, Ho Chi Minh City, Viet Nam.
Tel: +844 3652 6559
Fax: +844 3652 6560
Email: [email protected]
Tel: +848 3920 9205 – 39209206
Fax: + 848 39209207
Email: [email protected]
Robert Bosch (SEA) Pte Ltd
11 Bishan Street 21
(Level 5, ST-ASA)
Singapore 573943
© Bosch Security Systems GmbH, 2012
Subject to printing errors, mistakes, and
changes. Our General Terms and Conditions
apply together with the terms and conditions
for repairs and exchanges.
Please check our website for the latest version
of the Service Policies.
Edition 06/2014
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