Service Policies for Europe, Middle East, and Africa

Bosch Security Systems

2 I Service Policies

Contents

5

5.1

5.2

6

6.1

6.2

6.3

7

8

9

1 Introduction

2 Overview of our service highlights

3

3.1

3.2

Key repair and exchange information

Packaging your product return

Transport costs and shipping

4

4.1

Overview of service levels

Service levels covered by the warranty terms

4.1.1 Advanced Exchange (Advanced Exchange New or Advanced Exchange Swap)

4.1.2 Fast Exchange

4.1.3 Exchange of DOA (Dead On Arrival) devices

4.1.4 Repair (Carry In Repair)

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)

Warranty periods

Overview of security technology

Overview of communication technology

Additional services

Spare parts service

Refurbished products

Credit notes (Credit Returns)

Terms and conditions for repairs and exchanges

Abbreviations

Contacting Bosch Security Systems After-Sales Service

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Service Policies I 3

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.

We make short processing times possible using clear, standardized processes. Essentially, this means that f exchange devices are generally delivered to you within two business days and f repairs are completed within five business days 1

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.

The processes described cover the majority of procedures. The process descriptions are valid in this form in most countries in Europe, Middle East, and Africa. Country-specific deviations may occur, for example in relation to transport handling, warranty periods, or the calculation of flat rates. The details or prices on the order confirmation apply in all cases. The description of the process under the service level in the following text relates to the standard process.

Our Service Desk will be happy to answer any questions you may have.

1 The times given are not binding.

2 Overview of our service highlights

Service Policies I 5

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 processes. Our goal: You will receive an exchange device within two working days and repaired devices will be returned to you after five working days.

Free transport

The collection and return of devices under warranty are completely free of charge. The costs are included in the price for repairs outside of warranty. We also organize the transport for you.

Ease of contact

You can send us your query at any time by e-mail or fax. You can also call our Service Desk between 7 am and 6 pm CET.

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.

6 I Service Policies

3 Key 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 page).

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.

We will arrange collection of the faulty device from you. This may be on the same day. 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: f All parts must be securely packaged and dispatched in a packaging box to prevent mechanical damage f Adequate external packaging must be used to protect the contents against possible damage during transport f Affix the adhesive shipping labels supplied by us to the package so that they are clearly visible

3.2 Transport costs and shipping

Within the guarantee/warranty we assume the costs for collection and shipping of your device; outside the guarantee/warranty the transport costs are included in the repair price. We organize transport and instruct a carrier. Please note that we will not subsequently reimburse you for transport costs if you have returned the devices to us without authorization (without return material authorization) and/or at your own cost.

In rare exceptional cases, shipping cannot be initiated centrally by us. You may only commission transport yourself in this case and by arrangement with the Service Desk.

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 and arrange collection of the faulty device from you.

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".

3. We arrange for a carrier to collect the faulty device from you.

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 of transfer of risk for the device 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 and arrange collection of the faulty device from you.

4.1.4 Repair (Carry In Repair)

We assume the costs of standard repair and transport 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. We arrange for a carrier to collect the faulty device from you.

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 transport costs, 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. We arrange for a carrier to collect the faulty device from you.

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 EUR 36 per device for the costs incurred for fault analysis and transport. The processing fee is also payable if you choose to scrap the device at our plant.

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. We arrange for a carrier to collect the faulty device from you.

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 or ask the Service Desk about refurbished devices.

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

Video

Pan/tilt heads

Aegis SuperLED and UFLED

All other products

Intrusion alarm systems

Control Panels and Wireless Products

PIR & PIR/Microwave Detectors

Conference systems

(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

Fire alarm systems

All

Access control and management systems

All

3 years

3 years

3 years

Warranty

1 year

5 years

3 years

3 years

5 years

3 years

The actual warranty period begins on the date of the transfer of risk for the device to the end customer.

The warranty periods and terms in this document relate to our standard guidelines in the EMEA region. 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

DYNACORD

Electronics

Non-Powered Speakers

Powered Speakers

Speaker Accessories & Hardware

ELECTRO-VOICE

Amplifiers/Signal Processing

Non-Powered Speakers

Powered Speakers

Speaker Accessories & Hardware

Wired Microphones

Wireless Microphones (RE2 and RE300)

Wireless Mic & Powered Accessories

University Sound Speakers

RTS

RTS Microphones and Mounting Accessories

RTS Audiocom Wired Intercom

RTS Radiocom Wireless Intercom

RTS Matrix and TW Intercom

TELEX Broadcast and Intercom Headsets

TELEX

Aviation Components

TELEX Wired Microphones

TELEX Education Headsets

TELEX Dispatch

TELEX Wireless Mic & Powered Accessories

TELEX Sound Mate

TELEX Aviation Headsets / Mics

TELEX Aviation Headsets:

Stratus 50 Digital, Stratus 30XT, and Echelon 25XT

Warranty

3 years

5 years

3 years

1 year

3 years

5 years

3 years

1 year

3 years

2 years

3 years

3 years

1 year

3 year

3 years

3 years

1 years

1 year

1 year

2 years

3 years

3 years

3 years

3 years

5 years

The actual warranty period begins on the date of the transfer of risk for the device to the end customer.

The warranty periods and terms in this document relate to our standard guidelines in the EMEA region. 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 Additional services

6.1 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 Spare Parts Desk:

E-mail: [email protected]

Tel.: +49 (0) 9421 706 544

Fax: +49 (0) 9421 706 350

6.2 Refurbished products

We occasionally offer refurbished products for sale at a special price. These are items that have previously been used, repaired, and refurbished.

For further information please contact the Service Desk.

Refurbished products are supplied with a one-year warranty.

6.3 Credit notes (credit returns)

For new, series-manufactured items that have not been used and are in their original packaging, we offer a refund or credit note for a period of 90 days from the original date of delivery. All returned goods are subject to a restocking fee and the packaging requirements for product returns. Please request a return material authorization from your national sales organization before returning a device.

7 Terms and conditions for repairs and exchanges

Service Policies I 15

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

We will arrange the collection and return transportation of your device. Collection may take place on the same day. Please ensure that the RMA number provided to you by the Service Desk is clearly visible on the package.

Within the warranty, Bosch Security Systems (EVI Audio GmbH) assumes the costs for inbound and outbound shipping.

Outside of the warranty, the transport costs are included in the repair price. Any taxes or customs duties incurred shall be paid by the customer if required.

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 (EVI Audio GmbH) is authorized to invoice the value of the advance exchange device to the customer if:

16 I Service Policies

1. Bosch Security Systems (EVI Audio GmbH) 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 transport costs, 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 (EVI Audio GmbH) 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 flate 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 EUR 36 per device to cover the costs associated with the error analysis and transport costs. The handling fee shall also be charged if you choose to scrap the device at our plant.

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 (EVI Audio GmbH) 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 (EVI Audio GmbH) 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

Straubing, Germany.

8 Abbreviations

Abbreviations are commonly used for some terms:

Abbreviation

EMEA

NSO

RMA

English term

Europe, Middle East, and Africa

National Sales Organization

Return Material Authorization

The following abbreviations are also used for some service levels:

Abbreviation

AEN

AES

CI

CR

DOA

FE

-

-

QCI

English term

Advanced Exchange New

Advanced Exchange Swap

Carry In Repair

Credit Return

Dead On Arrival

Fast Exchange

No RMA Accepted

Quote - Carry In

Refer NSO

Service Policies I 17

18 I Service Policies

9 Contacting Bosch Security Systems

After-Sales Service

Europe, Middle East, and Africa: Straubing Service Desk

Repair service

E-mail:

[email protected]

Business hours:

Monday to Friday 7 am to 6 pm CET

Languages:

German, English, French, Italian, Dutch, Polish,

Russian, Spanish

All countries (except France, Great Britain, and the Netherlands)

Tel.: +49 (0) 9421 706 566

Fax: +49 (0) 9421 706 350

France

Tel.: 0 825 126 126

Fax: 0 820 905 960

Great Britain

Tel.: 0800 169 0407

Netherlands

Tel.: 040 257 7281

Fax: 040 257 7282

Spare parts service

E-mail:

[email protected]

Business hours:

Monday to Friday 7 am to 6 pm CET

Languages:

German, English

Contact address

Bosch Security Systems

ASA Customer Service

EVI Audio GmbH

Sachsenring 60

94315 Straubing

Germany

All countries

Tel.: +49 (0) 9421 706 544

Fax: +49 (0) 9421 706 350

Shipping and delivery

Bosch Security Systems

ASA Customer Service

EVI Audio GmbH

Ernst-Heinkel-Str. 4

94315 Straubing

Germany

Service Policies I 19

Bosch Security Systems

EVI Audio GmbH

Sachsenring 60

94315 Straubing

Germany

© 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.

Third edition 2012