Service Policies for China
Service Policies
for Europe, Middle East, and Africa
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
Additional services
14
6.1
Spare parts service
14
6.2
Refurbished products
14
6.3
Credit notes (Credit Returns)
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.
We make short processing times possible using clear, standardized processes. Essentially, this
means that
ff exchange devices are generally delivered to you within two business days and
ff 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.
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 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
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 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:
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
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
Warranty
Video
Pan/tilt heads
1 year
Aegis SuperLED and UFLED
5 years
All other products
3 years
Intrusion alarm systems
Control Panels and Wireless Products
PIR & PIR/Microwave Detectors
3 years
5 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 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
Warranty
DYNACORD
Electronics
3 years
Non-Powered Speakers
5 years
Powered Speakers
3 years
Speaker Accessories & Hardware
1 year
ELECTRO-VOICE
Amplifiers/Signal Processing
3 years
Non-Powered Speakers
5 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
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.
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
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.
Service Policies I 17
8 Abbreviations
Abbreviations are commonly used for some terms:
Abbreviation
English term
EMEA
Europe, Middle East, and Africa
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
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]
All countries
Tel.: +49 (0) 9421 706 544
Fax: +49 (0) 9421 706 350
Business hours:
Monday to Friday 7 am to 6 pm CET
Languages:
German, English
Contact address
Shipping and delivery
Bosch Security Systems
ASA Customer Service
EVI Audio GmbH
Sachsenring 60
94315 Straubing
Germany
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
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