Service Policies for Europe, Middle East, and Africa Bosch Security Systems
I Service Policies
Service Policies I 3 Contents 1 Introduction 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) 8 8 8 4.1.2 Fast Exchange 8 4.1.3 Exchange of DOA (Dead On Arrival) devices 9 4.1.
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.
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.
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).
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.
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.
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.
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.
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.
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.
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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: Spares.STService@de.bosch.com 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.
Service Policies I 15 7 Terms 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.
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.
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
I Service Policies 9 Contacting Bosch Security Systems After-Sales Service Europe, Middle East, and Africa: Straubing Service Desk Repair service E-mail: RMADesk.STService@de.bosch.com 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.
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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.
