SANYO FISHER SERVICE COMPANY INDUSTRIAL VIDEO POLICIES & PROCEDURES
INDUSTRIAL VIDEO DIVISION POLICIES & PROCEDURES TABLE OF CONTENTS PARTS P& P No. Pages Replacement Parts & Accessories Ordering Procedure..................... Parts Return Policy - Industrial video ................................................ Freight Policy - Open Accounts......................................................... Lost or Damaged Freight Procedures................................................. Request for Proof of Delivery ............................................................
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PGV-001 Current Rev. 10-17-00 Supersedes 07-12-99 REPLACEMENT PARTS & ACCESSORIES ORDERING PROCEDURE Sanyo Fisher Service Original Replacement Parts and Accessories may be ordered through the methods listed. A part purchase order may be sent to a Sanyo Fisher Service Parts Center via mail, FAX, telephone, or the SFS Internet Web site. Please address part orders to the attention of the PARTS DEPARTMENT with the following information. 1. 2. 3. 4. 5. 6. 7. 8.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-001 Current Rev. 12-01-00 Supersedes 12-01-96 PARTS & ACCESSORIES RETURN POLICY -INDUSTRIAL VIDEO A. B. NEW UNUSED PARTS AND ACCESSORIES RETURN FOR CREDIT: 1. Sanyo Fisher Service only accepts “NEW UNUSED” parts and accessories for credit returns with prior approval from the Regional Parts Department. 2.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-002 Current Rev. 02-13-04 Supersedes 12-01-00 FREIGHT POLICY - OPEN ACCOUNTS A. SHIPPING CHARGES: 1. The actual freight cost will be charged to the account as a “Shipping Charge” *. All shipments will be via UPS ground. The original freight charge will cover all back orders for the original order. 2. Special Freight arrangements are available by request. The actual freight cost will be charged to the account as a “Shipping Charge”.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-003 Current Rev. 05-15-95 Supersedes 02-07-90 LOST OR DAMAGED FREIGHT PROCEDURES The liability of both the common carrier and shipper is set forth by law in interstate commerce. * When shipments are released to a carrier in proper manner, it is required that they be transported with reasonable dispatch to their destination in the same condition as received from the shipper.
C. Receipt of Opened or Resealed Cartons: 1. 2. 3. 4. Inspect carton with packing slip/invoice for proper content and/or damage. Make note of damage or missing units on carrier’s delivery receipt. File a freight claim with carrier in writing within 15 days. Set cartons aside for carrier’s inspection. D. Mis-shipments: 1. 2. 3. E. All cartons in question should be set aside if merchandise received is other than the items listed on the packing slip/invoice. Notify the SFS Parts Department.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-004 Current Rev. 05-15-95 Supersedes 02-07-90 REQUEST FOR PROOF OF DELIVERY 1. All request for proof of delivery for Sanyo Fisher Service shipments will be subject to a charge of twentyfive ($25.00) dollar. 2. Charges will be applied to the account when proof of delivery is documented by the carrier that the particular shipment was delivered to the correct address. 3.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IM-005 Current Rev. 12-07-00 Supersedes 02-20-96 HOW TO READ THE PARTS INVOICE 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. Bill To Address. Ship To Address. Invoice Number. Invoice Date. Invoice Due Date. Total Invoice Amount. Customer P.O. Number. Terms. Method of Shipping Sanyo Fisher Service Sales Order Number. Pick Pack Slip Number. Shipping Date. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. Line Number. Part Number and Description.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PGV-002 Current Rev. 05-15-95 Supersedes 02-07-90 CREDIT APPLICATION - AUTHORIZED SERVICE CENTER 1. All customers are required to complete a credit application and an account profile. 2. All requested information should be supplied by the applicant: 3. a. Correct legal name of business. b. At least three trade references, including complete addresses and phone numbers. c. At least two bank references, including complete addresses and phone number.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-005 Current Rev. 07-07-99 Supersedes 02-20-96 PARTS PAYMENT 1. All part invoices must be paid in full within the established credit terms based on the “Date of Invoice”. Deductions by the Customer from the remittance is not permitted. Continual abuse and/or failure to repay any inhibited unauthorized deduction will ultimately place the account in a past due condition and future orders will be considered for credit hold. 2.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IM-001 Current Rev. 12-07-00 Supersedes 07-07-99 HOW TO READ PARTS STATEMENT 1. Customer Bill To Address. 2. Customer Account Number. 3. Statement Date. 4. Statement Page. Stub) 5. Customer Account Number (Payment Stub). 6. Statement Date (Payment Stub). 7. Remittance Address. 8. Statement Page (Payment Stub). 9. Transaction Date. 10. Transaction Code. 11. Transaction Reference Number. 12. Invoice Charges / Debits. 13. 14. 15. 16. Credits / Payments.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PGV-003 Current Rev. 05-15-95 Supersedes 02-07-90 “PAST DUE” - CREDIT HOLD 1. Your account is considered past due when an invoice is beyond the established terms, Net sixty (60) days. 2. The Sanyo Fisher Service computer system is designed to automatically place these accounts on a “Credit Hold” status; thus preventing the shipment of future parts order until the past due invoice(s) is paid. 3.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IV-002 Current Rev. 05-15-95 Supersedes 01-01-92 SFS SERVICE NETWORK Authorized Independent Service Center (AC): An Authorized Independent Service Center is an organization who agrees to provide in-warranty service for any customer, dealer, etc. These service centers are listed on the Sanyo Fisher Service Toll Free Telephone Referral Service.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-006 Current Rev. 05-15-95 Supersedes 02-07-90 WARRANTY SERVICE A. IN-WARRANTY SERVICE: IN-WARRANTY SERVICE constitutes a repair which is performed on a product warranted by a manufacturer against manufacturing defects in material and workmanship, and is subject to obligations and exclusions for a specified period in each category.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IV-003 Current Rev. 04-01-98 Supersedes 02-20-96 LABOR and/or PARTS WARRANTY REIMBUREMENT A. Sanyo Fisher Service accepts the universal NARDA or NESDA claim form for warranty reimbursement. Your in-warranty labor and/or parts reimbursement requests must be transcribed on a NARDA or NESDA form. 1.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IM-002 Current Rev. 04-01-98 Supersedes 02-20-96 INSTRUCTIONS FOR THE PREPARATION OF WARRANTY CLAIMS 1. 2. Brand Name: Required. Give complete information (Write legibly). May be used for customers and/or dealer repairs. 3. Your Sanyo Fisher Service Account Number. 4. Model Number as it appears on product name plate. 5. Serial Number as it appears on product name plate. (Including alpha characters and spaces in between) 6.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-011 Current Rev. 05-15-95 Supersedes 01-01-92 CUSTOMER COMPLAINT/REPAIR CODING SYSTEM ∗ Sanyo Fisher Service has adopted the “Customer Complaint/Repair Action Codes” that were developed and formulated by the Electronic Industries Association (EIA). ∗ Please refer to the following attachments: A. (IV) EIA Quick Reference Guide: Customer Complaint/Repair Action Code.
EIA CODING SYSTEM - INDUSTRIAL VIDEO (IV) EIA CONSUMER ELECTRONIC COMPLAINT CODE CODE CUSTOMER COMPLAINT CODE CUSTOMER COMPLAINT NONE CDIS DEAD INTR TEMP BATT FEAT PGRM DISP TIME CTRL TUNE STST FFRW RCRD LOAD KEYS No Complaint Customer Dissatisfied Dead Intermittent operation Fails when hot Battery/charging inoperative Feature inoperative Programming inoperative Display/indicator inoperative Clock Inoperative Control inoperative Tuning inoperative Incorrect start stop Fast forward/rewind inoperative No
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-016 Current Rev. 12-01-96 Supersedes REASONS FOR WARRANTY CLAIM REJECTION The following is a list of common reasons for rejection. Additional rejections may occur based on Sanyo Fisher policy and consumer audit. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. Invalid Sanyo Fisher Service Account number. Invalid Part Number. Invalid Model Number. Refer to Model File Listing Missing or invalid serial number.
SANYO FISHER SERVICE BULLETIN No: BG-001 Current Rev. 12-01-96 Supersedes 03-15-93 NARDA CLAIM FORMS NARDA claim forms NUMBER 515 may be purchased direct through NARDA, INC./ NASD. NARDA Inc. is now offering a smaller quantity package of 100 forms at a minimal charge. Please direct your orders to the address listed below: NARDA INC./ NASD P.O.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-007 Current Rev. 12-01-00 Supersedes 05-15-95 REPLACEMENT PARTS & ACCESSORIES WARRANTY PERIOD Sanyo Fisher Service warrants all replacement parts and accessories purchased from any Sanyo Fisher Service Regional Parts Center or an Authorized Parts Distributor for a period of ninety (90) days from the date of invoice, unless otherwise specified. Please refer to “Parts & Accessories Return Policy - Industrial Video”, Paragraph B.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-008 Current Rev. 05-15-95 Supersedes 02-07-90 WARRANTY PARTS RETAINING PROCEDURE 1.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IV-004 Current Rev. 05-15-95 Supersedes 01-01-92 PROOF OF PURCHASE - INDUSTRIAL VIDEO 1. Servicers are required to verify the purchase date of the customers proof of purchase or the original Installation Invoice date. 2. In some instances, the customer is unable to provide a formal proof of purchase document, i.e., a receipt from the retail dealer, to the authorized servicer.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-010 Current Rev. 07-07-99 Supersedes 05-15-95 RESEARCH FEE ON PAID WARRANTY CLAIMS 1. The warranty Department will research all disputed or unpaid claim(s) as far back as one (1) year from the date of original payment. Please do not submit any claim(s) that exceeds one (1) year. 2. A twenty percent (20%) research fee will be assessed and billed directly to the Servicer’s account after documentation has been provided by the Warranty Department. 3.
No: IV-005 Current Rev. 05-15-95 SANYO FISHER SERVICE POLICIES & PROCEDURES Supersedes 08-03-92 IN-WARRANTY COVERAGE BY PRODUCT CATEGORY SANYO INDUSTRIAL VIDEO PRODUCT A. SECURITY VIDEO PRODUCTS: Product Category Labor Parts Other Image Device 5 years Carry-In 2 years Carry-In 1.
No: LRI-001 Current Rev. 07-15-99 SANYO FISHER SERVICE POLICIES & PROCEDURES Supersedes 05-15-91 INDUSTRIAL VIDEO PRODUCTS IN-WARRANTY LABOR RATES The following rates for Sanyo Industrial Video Product received for repair are effective January 1st 1998. A. MAJOR MINOR DLR STK CCV Camera - B/W CCV Camera - Color CCV Monitor 70.00 70.00 55.00 40.00 40.00 30.00 50.00 50.00 45.00 Digital Image Reverser 55.00 30.00 45.00 75.00 40.00 55.00 Security Video Products: 1. Cameras & Monitors: 2.
No: IV-007 Current Rev. 05-15-95 SANYO FISHER SERVICE POLICIES & PROCEDURES Supersedes 05-13-93 VIDEO HEAD USAGE REQUIREMENTS FOR WARRANTY REIMBURSEMENT CLAIMS Sanyo Time Lapse Video Cassette Recorders When submitting warranty reimbursement claims on Sanyo Time Lapse Video Cassette Recorders, the following information is required. 1. When you replace a defective video head on Sanyo Timer Lapse Video Cassette Recorder, you must check the reading of usage timer of the product. 2.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: IV-009 Current Rev. 10-15-99 Supersedes “JAVELIN” TIME LAPSE VCR’S Sanyo Fisher Service Corporation has taken over the responsibility of Warranty service on the following “JAVELIN” Time Lapse VCR’s RTR2440 RTR168 GRT-500 All of the above listed “JAVELIN” Time Lapse VCR Models will be covered by the same terms as SANYO Model Time Lapse VCR’s.
SANYO FISHER SERVICE POLICIES & PROCEDURES No: PG-019 Current Rev. 04-01-02 Supersedes 01-01-01 ELECTRONIC WARRANTY CLAIMS PROCESSING If you are currently filing your claims electronically to KPI, using a non-KPI software program or the KPI DOS software, for other brands of products, simple reference the KPI new manufacture set up procedures on the KPI web site, and begin to file your claims immediately.
SANYO FISHER SERVICE BULLETIN No: BG-011 Current Rev. 02-01-03 Supersedes 07-09-99 Internet Web Access Due to the ever increasing speed of today’s business environment, SFS has developed an Internet Web Site to provide our Authorized Accounts with the information and tools to effectively handle virtually any service problem. Portions of the SFS web site are available to anyone, however The Authorized Service Center Network section is only available to you the Authorized Account.
No: BG-007-IV Current Rev. 02-01-03 Supersedes 07-07-99 SANYO FISHER SERVICE BULLETIN WHO TO CONTACT -INDUSTRIAL VIDEO PRODUCTS A. B. Parts & Accessories Purchase: SFS Open Accounts Only: ............................ Tel.: Fax: 800-433-1746 800-437-3638 Parts Research Only: ..................................... Tel.
