Information
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 EUR36 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.