Company 1. Company overview Service made in Germany

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1 Company overview Service made in Germany We are one of the leading European repair providers with a service centre located in Landau (Germany, about 100km south west of Frankfurt). Our location covers a total area greater than m² and we maintain one of the top repair facilities in Europe, processing more than repairs per year. High-tech testing systems, top infrastructure and a highly motivated staff (~ 90 employees) are the main reasons for the success of our European acting company. Apart from the repair centre, we also run our own call centre and logistic centre. Due to this, digitest is able to offer comprehensive warranty and repair processing. digitest provide the after sales services for numerous well-known manufacturers. Our major repair products are: LCD Monitors & LCD TVs LCD Projectors Navigation Systems Vacuum cleaners Multi Media devices like HDD-Enclosures Notebooks / Netbooks POS system and UPS Systems (Uninterruptible Power Supply) portable DVD player, DVD recorder, Audio Sound systems Car entertainment (portable car TVs and car radios) For low cost consumer products, several service solutions are in place. That service includes the examination of goods returned from the market, and also covers RTV (return to vendor) handling. Our major consumer products are: Digital Photo Frames DVD Player MP3/MP4 Bike Navigation Speaker Systems Company 1

2 The company was established in 1991 and has about 18 years experience in the field of repair business. High-tech testing environments, optimised repair and shipping processes and complete quality control to ISO 9001:2008 guarantee quick, affordable repair processing that meets the requirements of our customers. Our service range is comprehensive and covers: Repair & Warranty Service for manufacturers, OEMs and distributors Repair to chip-level and to pcb-level (RoHs-conform) Refurbishment & Cleaning Packing solutions are in place for any product, to ensure a proper transport Spare part & Buffer stock management with 99,9% accuracy Call Centre solutions (Hotline/Helpdesk) in 13 different languages Multi lingual - WEB based RMA registration & Call Tracking Logistics & transportations / warehousing On-Site-Service - various solutions Swap-Service / PickUp-Swap / PickUp & Return / RTB-Service (Carry-In) Company 2

3 The digitest concept Service made in Germany Our primary goal is to satisfy our business partners requirements in every way. The key to success is our know-how and high quality standards. In doing so trustworthiness and high quality standards are the two basic elements. We are striving to expand and optimize the services we offer, taking in account the expectations and demands of our customers. Therefore product specific solutions are no problem for us. Our competent and skilled employees guarantee a first-class customer service and a short lead-time. To complete this concept we provide professional & transparent reporting, based on the international IRIS-Code. Mission Statement Our goal is to provide manufactures, OEMs and distributors with an inexpensive advanced high quality repair service. Company details / facts & figures digitest headquarter is located in Landau, Germany (100 km south-west of Frankfurt). 12 engineers for LCD-monitor repair 8 engineers for LCD-TV repair 3 engineers for notebook repair 4 engineers for LCD projector repair 4 engineers for printer repair 3 engineers for Navigation systems & Multi Media enclosures 3 engineers for UPS Systems and POS systems 12 engineers for consumer electronics (e.g, DPF, Bike navigation, Sound systems) 10 technical trainees 20 call agents (for 1st Level RMA-Hotline) 10 backup call agents (extern for 1st Level RMA-Hotline) 4 support engineers for Helpdesk services and 2nd Level-Support 21 employees in the logistic department for buffer stock management & warehousing 25 part-time-employees at workshop and warehouse 500 square-meters administration area & Call Center 1500 square-meters repair-center / workshop 1000 square-meters Monitor repair-center 600 square-meters LCD-TV repair-center 2800 square-meters warehouse Concept 3

4 Pan-European Service Service made in Germany digitest is a Pan-European Service Provider, thus we are able to offer our services in most European countries. We have concentrated our technical know-how in one large repair centre, which is located in Germany. Due to centralising the buffer- and spare-part-stock, we are able to keep the cost on a low level for our customers. We have our own partner-warehouse (HUBs) in certain countries which act s as local collection point (SendIn HUBs). You can see the countries we are currently serving in the map below. Please note that all incoming RMA calls will be transferred to our International RMA Call Centre in Germany and are answered in your native language by native speakers. Service 4-6

5 Repair and Warranty Service We are specialised in providing rapid, affordable and professional repair handling throughout Europe. High-tech testing systems, highly motivated staff, good infrastructure and more than 18 years of experience in providing services are the cornerstones of our success. Our business is certified to ISO 9001:2000 and is monitored at regular intervals by the TÜV Rheinland. KPI Management Quality can be measured. We constantly monitor several figures, e.g. transportation lead times, TATs, repair time, multi return case etc. All operations, tests and complaints are precisely documented. In cooperating with digitest, your warranty expenditure can be reduced, your repair times can be optimized and the overall satisfaction of your customers will be increased. In our repair facility our trained and skilled engineers handle all repairs. Repairs are done to chip-level or pcb-level, the spares are supplied by manufacturer and kept to a minimum stock. After the repair, the devices are tested according to your requirements under different conditions to check any eventual faults. After testing, the cleaning action starts. In case of a PickUp & Return service we send the device back to the customer. In case of a Swap-Service, the engineer will do a rating A or B after the cleaning action. Depending on the rating level, we book the repaired device into the buffer pool for further use. A= like brand new, full accessory, in original package, not older than 6 weeks DOA (new) buffer B= like new, full accessory, in neutrally service-package repaired buffer C= new after refurbishing, full accessory, in original package refurbished buffer Service 4-6

6 Refurbishment The digitest repair and service centre also refurbish any equipment. This enables you to reuse faulty customer equipment once it has been repaired and subsequently refurbished in your replacement stock or you can sell it again. You decide to what extent you want the refurbishment to be done, and in doing so, you provide the support for our project and service managers. In detailed discussions, we will show you the individual possibilities and procedures for refurbishment. By using refurbished equipment, you can vastly reduce the costs for stocking replacement equipment. Spare part & Buffer stock management Accuracy is one of the major components when providing spare part and buffer stock management. Due to the fact that our warehouse management is centralized, we are always up to date and guarantee the transparency. Last but not least this solution will keep your spare part and buffer stock investment to a reasonable and calculable value. Reporting Detailed reports on monthly base are the best compendium to show all done actions in RMA and warranty jobs. You will find information about: used parts, repair action, transports, time for order and deliver spare-parts or any further information which might be useful. You will also see receiving date of defect-units and date/time begin and end repair. Those dates are very important for a confiding corporation on both sides and will be a mirror of fulfilled agreements. Your advantage One contract partner for all services and countries One single contact point for all countries Centralized management and auditing Centralized reporting and invoicing Centralized buffer stock -and spare parts management Competitive pricing on all services Knowledge of the European laws and legislation Service 4-6

7 Logistics Centre / Technical Administration Service made in Germany Our logistics department is ready to support you: Customs clearance Receiving and sorting of goods Incoming goods inspection (Power On Test / Screening) Stock booking of incoming goods Warehousing and stock management Preparation of delivery documents Issuing and dispatching invoices Worldwide dispatching including all necessary customs formalities Web-based parcel tracking In addition, we offer complete shipping solutions for our fulfilment customers such as advance exchange, returns and COD deliveries as well as express, overnight and special deliveries (courier deliveries). Various procedures - On-Site Services digitest offers the perfect solution for any kind of product and warranty handling. You can choose witch level of customer service you like to offer to your customers. You can select - advance exchange, Pickup-Swap, Pickup & Repair, SendIn procedure or another procedure. End User - Service - Standard Logistics by parcel service Depending on the warranty terms and conditions, related to the product, the service will take place according to the following definitions: Pickup-Repair-Return (onsite collect & return by parcel service) This means, that the end user must keep the defect device ready for pick-up. If possible the device should be packed in the original cardboard box. If original packaging is not available, the customer can order a universal card box for transport. In doing so, the defect device will be packed in a secure way. Due to this procedure, the risk of transport damage can be highly reduced. The defect device will be brought to our repair centre and returned to the customer after repair. Logistic 7-8

8 Pickup-Swap (onsite-service by parcel service) This means, that the end user must keep the defect device ready for pick-up. If possible the device should be packed in the original cardboard box. If original packing is not available, the customer can order a card box, thus being be able to pack the defect device in a secure way. The defect device will be brought to our repair centre. After the arrival, the income check and power-on-test progressed, which will progress at the same day, swap unit will leave our warehouse and sent to customer. Remark: most efficient, cost economic and reliable service Single Swap (onsite-service by parcel service) This means, that the end user must keep the defect device unpacked. The parcelservice delivers the replacement at the customer side and the customer uses the packaging material from the replacement to pack the defect device. The defect device will be picked up and sent to our repair center. Return to Base (RTB: Send-in, Repair & Return) With this service the end user must pack and send the defect device to our repair centre on his own expense. The defect device will be repaired in our repair centre and afterwards sent back to the end user. Goods receiving All incoming goods will be checked for cosmetically issue and CID (Customer induced damages) to make sure card box & goods inside are in a good condition. Including accessory control, all accessories are booked to the ERP-system. After the goods are registered and visual controlled, the next instance in progress is a poweron-test. This test will show us any cosmetically damages (scratched panels) and last but not least unwarranted pixel-faults in case of LCD monitors or TVs. Special Logistics for large & heavy equipment PickUp-Repair-Return (onsite collect & return by special forwarder) This kind of service is handled by a SPECIALISED courier company, (if needed 2 technically educated drivers will go onsite) to pick up the defect device. The pickup of the defect device is guaranteed next business day all over Europe. To ensure secure and proper shipping, the forwarder can carry an empty packaging to pickup the defect. Instead of a card box packaging, flight cases are used to ship the defect device in a secure way. Logistic 7-8

9 Call Centre (RMA Hotline / HelpDesk) Service made in Germany digitest provides a phone number for consumers in each country. Those phone numbers are communicated to the customer by the manufacturer in the User Manual or on the warranty card. In case there is a technical issue with the device, our hotline will assist (first level) the consumer with solving the problem by phone. If the fault cannot be solved by phone, all relevant customer information is taken down and processed into our web based information system to arrange a pick-up or swap. The latest communication and PC systems ensure a smooth communication flow with your customers through , fax or phone. Multi lingual WEB based RMA registration & Call Tracking RMA-Requests can be made 24h / 7 days a week by using our International web based OSS (Online Support Service) application, for further information please click on Support 9

10 Customer references Customer references 10

11 For more information please contact 更 多 详 细 资 讯 请 联 系 伍 仕 帅 William Ngu Vice President ASIA - digitest elektronik Service 中 国 联 系 电 话 +86 (150) 马 来 西 亚 联 系 电 话 +60 (16) 德 国 联 系 电 话 +49 (160) 邮 箱 : [email protected] or Mr. Rainer Saborowski President Tel. +49 (6341) Fax +49 (6341) Mobil +49 (170) [email protected] contact 11