Equipment Repairs Policy And Warranty Replacement Scheme For EMEA Business Partners Issue 4.2 March 2014 Page 1 of 23
Contents 1. Warranty Terms... 3 Limited Warranty... 3 2. Product Warranty and Repair Arrangements... 4 Summary... 4 Warranty Replacement Scheme for In-Warranty Failures... 5 Out of Box Failures... 7 Chargeable Out of Warranty Repairs... 9 3. Returns Procedure... 10 Process for In-Warranty Returns... 10 Process for Out of Box Failure... 11 Replacement Process Flow Chart... 12 Returns Process Flow Chart... 13 Returns Process Flow Chart... 13 Process for Out Of Warranty Repair Fixed Price... 14 Process for Out Of Warranty Repair No Fixed Price... 15 4. European Repair Centre (ERC)... 16 Shipping Address / Contacts... 16 5. Carriage & Shipping... 17 Shipping... 17 Packaging... 17 Insurance... 17 6. Invoicing... 18 7. Technical Support... 19 8. Turnaround Time... 20 ERC Measurement of Turnaround Time (TAT)... 20 Priority of Work... 20 9. Quality... 21 Accreditation... 21 Objectives... 21 10. Escalation Process... 22 Further Escalation... 22 11. Complaints Procedure... 23 Document Control Issue Date Status Issue 0.x May 2011 Drafts for checking Issue 1.x June 2011 Internal circulation Issue 2 August 2011 First Issue Issue 3 February 2012 Updated contact names on P22 Issue 4 August 2012 Minor changes to Warranty of Repairs section on Page 9 Issue 4.1 October 2012 Clarifications of procedures for chargeable repairs Issue 4.2 March 2014 Replace MyRMA with RMA request. Replace contact for further escalation Page 2 of 23
1. Warranty Terms Limited Warranty This warranty specifies Tyco Security Products sole obligation for American Dynamics, Software House and Kantech branded products and EMEA Business Partners exclusive remedy with respect to the Products. Under the Warranty Replacement Scheme operated in EMEA, Tyco Security Products will repair or provide a comparable replacement for any merchandise proved defective in material or workmanship for the period after the date of shipment defined in our published EMEA Price List except as noted below: Continuous operation of any motors, belts, gear heads or gears due to auto-pan or similar modes of operation on dome cameras and similar products is outside the scope of this warranty and is specifically excluded. Tyco Security Products shall provide warranty on all replacement parts and repairs (original fault) for the remaining portion of the original warranty period. This warranty shall not apply to appearance or accessory items (except furnished external power supplies) including but not limited to antennas, knobs, cabinets, dust covers, connecting cables or user replaceable items such as lamps and fuses. This warranty becomes void in the event the serial numbers are altered, defaced or removed. This warranty shall not in any event extend or apply to repairs or replacements necessitated by any cause beyond the control of Tyco Security Products including but not limited to improper installation, incorrect power supplies, voltage fluctuations, lightning or induced electrical surges, misuse, neglect, lack of proper maintenance, unauthorised interference, attempted repairs whether or not authorised, modifications to either hardware or software, damage resulting from the use of non-approved parts or supplies not purchased from Tyco Security Products, wear and tear, accident, civil unrest, riot, Force Majeure or Acts of God. In such cases Tyco Security Products reserves the right to make a surcharge for the repair or decline to attempt to repair any product affected. Tyco Security Products shall in no event be liable for any incidental, consequential or other direct or indirect loss or damages whether foreseeable or unforeseeable suffered by the Business Partner or any of its customers or their employees or agents or any other person arising out of or in connection with this agreement or with the sale, use, design or performance of any product. Tyco Security Products takes no responsibility whatsoever for any Business Partner or customer data or images contained within any unit returned for repair/replacement. All claims for parts allegedly defective under this warranty shall be submitted together with the model and serial number of the products from which the part was taken, the date of sale and such further information as we may require from time to time. Tyco Security Products shall have no liability in respect of any claim. The Business Partner shall not deduct from any payment due to Tyco Security Products any amount or credits in respect of any returned material or parts, warranty claims, invoicing discrepancies or otherwise without our prior written approval. In the event that the Business Partner considers it advisable to make adjustments with their respective customer on its own responsibility, under this warranty or otherwise, adjustments will not be binding upon Tyco Security Products unless and until approved in writing by Tyco Security Products. Tyco Security Products makes no warranty of any kind (except of title) either expressed or implied including without limitation any warranty of merchantability or fitness for any particular purpose as to any products or information furnished to the Business Partner in connection with this agreement except as expressly provided for in this limited warranty. The Limited Warranty does not in any way affect statutory rights. Page 3 of 23
2. Product Warranty and Repair Arrangements Summary Product failures may be categorised as: In-Warranty Failure This applies to qualifying products which are deemed to have failed within their specified Warranty period. Out of Box Failure Special provisions for Out of Box failure apply to qualifying products which fail on initial power up or during commissioning, normally within 30 days of shipment from Tyco. Out of Warranty Repairs Tyco Security Products operates a repairs service and will wherever possible offer a fixed price for the repair of products which are no longer covered by warranty. Warranty periods vary for individual items and are published in the EMEA Business Partner Price List. The warranty period for products not manufactured by Tyco Security Products shall be in accordance with the warranty terms of the respective manufacturer. Faulty items must be returned to Tyco Security Products using the correct Returns Procedure as detailed in Section 3 of this document. Where a replacement item has been supplied by Tyco under this process, credit will only be issued for the returned item once it is confirmed as a genuine warranty/out of Box failure. Where no replacement item has been supplied, no credit will be issued and the item will be repaired and returned to the business partner as detailed later in this document. Full details of Tyco Security Products Warranty and Repair Arrangements are contained in the following pages. Page 4 of 23
Warranty Replacement Scheme for In-Warranty Failures Any qualifying product failing within its specified warranty period will be classed as an In- Warranty failure. In the event that a product is deemed to have fallen outside the specified warranty period defined by its date of manufacture and where there is credible and documented evidence to demonstrate the end user has had ownership for a lesser period Tyco Security Products may at their discretion treat the product as being in warranty. Any previous warranty terms which can be proven to still be applicable will be honoured. Under the Warranty Replacement Scheme, Business Partners may purchase a Warranty Replacement for a listed product which has failed within the warranty period. Warranty Replacement items are ordered using standard product part number(s) under the Warranty Replacement Scheme at the Business Partner s usual price and are subject to all normal delivery terms. All normal Terms and Conditions including cancellation terms apply to orders placed for Warranty Replacement items. Faulty items must be returned to Tyco Security Products using the returns process detailed in Section 3 of this document. Business Partners can only receive a credit for a failed product once it has been returned and is confirmed by Tyco Security Products as being a true In-Warranty failure. Product Returns When making a Return, it is important for a Business Partner to detail within Email RMA request if they have purchased a Warranty Replacement item. If Email RMA request does not show that a Warranty Replacement part was purchased, Tyco will not issue a credit and will repair and return the failed unit to the Business Partner. No credit will be issued once a repaired unit has been returned to a Business Partner. In the event that a Warranty Replacement has been ordered: Where the returned product is found to be in warranty and is deemed by Tyco Security Products or their approved European Repair Centre (ERC) to be a genuine warranty failure a full credit will be issued for the value of the Warranty Replacement item. Where the returned product is found to be in warranty but is deemed by Tyco Security Products or their approved ERC not to be faulty (no fault found) a partial credit will be issued. The value of the partial credit will be calculated as the value of the Warranty Replacement item less any inspection and shipping fees incurred by Tyco Security Products. Where the returned product is deemed by Tyco Security Products or their approved ERC to be warranty expired or warranty void no credit will be issued and Tyco Security Products reserves the right to levy reasonable charges to cover the inspection and shipping of the goods to and from their premises. If repair is possible, Tyco Security Products will offer a quotation for repair although no repairs will be affected until a formal Purchase Order has been received by Tyco in accordance with the guidelines laid out in the next sections. If Page 5 of 23
repair is not possible, or if repair is not required by the business partner, Tyco Security Products will either return the failed unit un-repaired, or dispose of the failed unit at the business partner s discretion. Note that charges for disposal may apply. Special order items are specifically excluded from the Warranty Replacement Scheme. Warranty of Replacement Item A Warranty Replacement product will be covered by the remaining balance of the warranty period defined in the published EMEA Business Partner Price List. Outline Returns Process for In-Warranty Failures Full details of the returns process can be found in Section 3 of this document. Page 6 of 23
Out of Box Failures Special provisions which allow a product to be classed as an Out of Box failure apply to any qualifying product which fails in warranty on initial power up or during commissioning. This normally applies to failures which occur within 30 days of shipment from a Tyco Security Products distribution centre. Where the product is part of a major project and a failure is discovered during final commissioning and it is more than 30 days after shipment from Tyco Security Products, Tyco Security Products may at their sole discretion and subject to supporting evidence extend the period for special provisions on a case by case basis. Under the special provisions, Business Partners may follow their normal process to order a new Advance Replacement item from Tyco Security Products. Advance Replacement items are ordered at the Business Partner s usual price and are subject to all normal delivery times. All normal Terms and Conditions including cancellation terms apply to orders placed for Advance Replacement items. Faulty items must be returned to Tyco Security Products using the returns process detailed in Section 3 of this document. Business Partners can only receive a credit for a failed product once it has been returned and is confirmed by Tyco Security Products as being a true Out of Box failure. Product Returns When making a Return, it is important for a Business Partner to detail within Email RMA request if they have purchased an Advance Replacement item. If Email RMA request does not show that an Advance Replacement part was purchased, Tyco will not issue a credit and will repair and return the failed unit to the Business Partner. No credit will be issued once a repaired unit has been returned to a Business Partner. Business Partners are at liberty to await Tyco Security Products confirmation of Out of Box failure prior to placing further orders. In the event that an Advance Replacement is ordered: Where the returned product is found to be in warranty and is deemed by Tyco Security Products or their approved European Repair Centre (ERC) to be a genuine out of box failure a full credit will be issued for the value of the Advance Replacement item. Where the returned product is found to be in warranty but is deemed by Tyco Security Products or their approved ERC not to be faulty (no fault found) no credit will be issued and the product will be returned to the Business Partner. Tyco Security Products reserves the right to levy reasonable charges to cover the inspection and shipping of the goods to and from their premises. Where the returned product is deemed by Tyco Security Products or their approved ERC to be warranty expired or warranty void no credit will be issued and Tyco Security Products Page 7 of 23
reserves the right to levy reasonable charges to cover the inspection and shipping of the goods to and from their premises. If repair is possible, Tyco Security Products will offer a quotation for repair although no repairs will be affected until a formal Purchase Order has been received by Tyco in accordance with the guidelines laid out in the next sections. If repair is not possible, or if repair is not required by the business partner, Tyco Security Products will either return the failed unit un-repaired, or dispose of the failed unit at the business partner s discretion. Note that charges for disposal may apply. Special order items are specifically excluded from the provisions for Out of Box Failure. Warranty of Replacement Item The Advance Replacement supplied in an Out of Box failure situation will be a brand new product so the full warranty will be applied as defined in the published EMEA Business Partner Price List. Returns Process for Out of Box Failures Full details of the returns process can be found in Section 3 of this document. Page 8 of 23
Chargeable Out of Warranty Repairs Tyco Security Products operates a repairs service and will wherever possible offer a fixed price for the repair of products which are no longer covered by warranty. The Price List for Fixed Price Repairs is available from your Regional Manager or from Customer Service. Where a product is not listed on the Fixed Price Repair List, it may be returned for inspection and a quotation will be provided if repair is considered to be viable although no repairs will be affected until a formal Purchase Order has been received by Tyco. Outline Returns Process for Chargeable Out of Warranty Repairs Full details of the returns process can be found in Section 3 of this document. Beyond Economical Repair (BER) For products which are no longer covered by warranty, Beyond Economical Repair (BER) is defined as: Units received with printed circuit boards or major electronic components missing. Units with major mechanical or major component damage. In the event that Tyco Security Products deems a product to be Beyond Economical Repair, Tyco Security Products will notify the Business Partner. The Business Partner will need to decide whether to scrap the goods or have them returned. A charge to cover investigation and shipping will be levied for all returned products which are no longer covered by warranty and are subsequently deemed to be Beyond Economical Repair. Charges may also be levied for disposal of unwanted items. Warranty of Repair Where products which are no longer covered by their original warranty are returned to Tyco for chargeable repairs, the European Repair Centre will provide six months warranty on all repair work undertaken. This warranty only covers the repair undertaken and does not extend the overall product warranty. In order to claim under the repair warranty, the item will need to be returned by submitting an Email RMA request. Additionally, we will need: The faulty product in accordance with RMA Customer Instruction procedure, SRB-201103 A detailed report of the fault or symptom must be provided within Email RMA template. Optionally, a Failure Report Sheet (or similar) which describes the failure symptom may be returned with the physical product Details of the previous repair carried out, if applicable. Details of the previous RMA reference number, if applicable. Page 9 of 23
3. Returns Procedure Process for In-Warranty Returns The step by step process covering In-Warranty returns is: Business Partner contacts Customer Services making it known that they have a product which has failed In-Warranty and places an order for a Warranty Replacement part. Note that all normal Terms and Conditions, including cancellation terms apply. Customer Services will need details of the failed unit, including the original purchase order number and may require additional information such as Technical Support Case Numbers, Serial Numbers and MAC Addresses. Customer Service will advise based on the date of supply whether the equipment believed to have failed is covered under warranty. This only confirms the original supply date and doesn t mean that Tyco Security Products accepts the product is a genuine warranty failure. The product must be returned using the Email RMA request for full evaluation. If a Warranty Replacement item is ordered, Customer Services will dispatch the Warranty Replacement product. Supply of a Warranty Replacement part is subject to normal delivery timescales and charges. Warranty Replacements are supplied without ancillary products (except for furnished external power supplies). On receipt of the Warranty Replacement product the Business Partner may need to work with Technical Support to arrange the transfer of any software licenses to their replacement unit. It is imperative that the Business Partner has transferred any software licenses from the suspected failed unit before it is returned to Tyco Security Products for full evaluation. The failed unit should be carefully repacked into its original shipping carton for return. If the original packing is no longer available, then the shipping carton from the Warranty Replacement product should be used. Only furnished external PSUs (i.e. those originally supplied with the product) should be returned. Ancillary items, accessories and cables, etc. should not be returned. Business Partner should fully complete an Email Returns Material Authorisation (RMA) request and ship goods to Tyco Security Products European Repair Centre (ERC) when RMA is provided. Shipments to the ERC must be fully in accordance with the instructions laid out within the Email RMA request template. Further details can be found in the instruction document SRB-201103 RMA Customer Instructions. Business Partner ships the goods to the appropriate ERC in line with the carriage and shipping instructions below. The RMA will be updated and deemed as Closed once the unit has been agreed as faulty and credit issued, or if the item is no fault found, or warranty void. Page 10 of 23
Process for Out of Box Failure The step by step process covering Out of Box failures is: Business Partner contacts Customer Services making it known that they have a product which will be covered by the Special Provisions for an Out of Box Failure and places an order for a new Advance Replacement part making it known this is an Advance Replacement for an Out of Box Failure. Note that all normal Terms and Conditions, including cancellation terms apply. Customer Services will need details of the failed unit, including the original purchase order number and may require additional information such as Technical Support Case Numbers, Serial Numbers and MAC Addresses. Customer Service will advise based on the date of supply whether the equipment believed to have failed is covered under the special provisions for Out of Box failure. This only confirms the original supply date and doesn t mean that Tyco Security Products accepts the product is a genuine warranty failure. The product must be returned using the Email RMA request for full evaluation. If an Advance Replacement item is ordered, Customer Services will dispatch the Advance Replacement product. Supply of an Advance Replacement part is subject to normal delivery timescales and charges. On receipt of the Advance Replacement product the Business Partner may need to work with Technical Support to arrange the transfer of any software licenses to their Advance Replacement unit. It is imperative that the Business Partner has transferred any software licenses from the suspected failed unit before it is returned to Tyco Security Products for full evaluation. The failed unit should be carefully repacked into its original shipping carton for return. If the original packing is no longer available, then the shipping carton from the Advance Replacement product should be used. All parts which accompanied the failed unit, e.g. manuals, PSUs, cables, etc. must be returned. Business Partner should fully complete an Email Returns Material Authorisation (RMA) request and ship goods to Tyco Security Products European Repair Centre (ERC) when RMA is provided. Shipments to the ERC must be fully in accordance with the instructions laid out within the Email RMA request template. Further details can be found in the instruction document SRB-201103 RMA Customer Instructions. Business Partner ships the goods to the appropriate ERC in line with the carriage and shipping instructions below. The RMA will be updated and deemed as Closed once the unit has been agreed as faulty and credit issued, or if the item is no fault found, or warranty void. Page 11 of 23
Replacement Process Flow Chart Business Partner Advise Customer Service of product failure Customer Service Request Original PO # of failed item. May also need Serial # & Tech Supp Case # for applicable products Customer Service Is a replacement product being ordered? No Refer Business Partner to RMA Process for In Warranty items and Out of Warranty Repairs Customer Service Is the claim within the Warranty Period? No Refer Business Partner to RMA Process for Out of Warranty Repairs Out of Box Failure? No Service Stock Available? Distribution Centre Business Partner No Ships replacement to Business Partner Returns faulty unit See next page New stock available? No Customer Service Offer Fast-Track Repair No Is unit Obsolete? Backwards compatible unit available? Customer Service Offers backwards compatible replacement from New Stock or Service Stock No Page 12 of 23
Returns Process Flow Chart Business Partner Request RMA Must cross reference original Purchase Order or Tyco Sales Order # on RMA Business Partner Ships faulty unit back to local DC Distribution Centre Distribution Centre Distribution Centre Receive, visually inspect to validate warranty. Confirm Serial # on unit matches S5 Order Notify Heathrow Customer Service of any discrepancy Update Business Partner Is the item covered by Warranty? No Distribution Centre Notify Business Partner of Warranty Void: No Credit Business Partner Decide whether to: 1. Dispose of failed item 2. Return Un-Repaired 3. Chargeable Repair Did Tyco or ARC Confirm the unit is Faulty? No (No Fault Found) Was this classed as Out of Box Failure? No Customer Service Release Full/Partial credit to Business Partner Was a new Advance Replacement supplied? N o Distribution Centre Notify no fault found. Inspection/shipping charge may apply No Was a Warranty Replacement supplied? Distribution Centre Distribution Centre Notify no fault found. Item will be returned. Inspection/shipping charge may apply Notify no fault found. Inspection/shipping charge may be deducted from credit Page 13 of 23
Process for Out Of Warranty Repair Fixed Price The step by step process covering Out of Warranty product failures where a fixed price repair is requested is: Business Partner should fully complete an Email Returns Material Authorisation (RMA) request ship goods to Tyco Security Products European Repair Centre (ERC) when RMA is provided. Shipments to the ERC must be fully in accordance with the instructions laid out within the Email RMA request template. Further details can be found in the instruction document SRB-201103 RMA Customer Instructions. In order to for the repair to proceed, the Business Partner should provide a formal Purchase Order detailing their Order Number, and the value stated on the Fixed Price Repair Price List. The detail added to the RMA must include details of the Business Partner Purchase Order (PO) Number. The formal Purchase Order must also be forwarded via E Mail to the same ERC which the faulty goods were sent to. Business Partner PO details should be E Mailed to: o tfsuk.service@tycoint.com (for Business Partners in and Ireland) o tfseu.service@tycoint.com (for Business Partners in Continental Europe, Middle East and Africa) Note that without both the Purchase Order number and the formal copy of the Purchase Order, we will be unable to proceed with any repair and will have to place the RMA on hold. The failed unit should be carefully packed into a suitable shipping carton for return. If the original packing is no longer available, alternative packaging should be used. Only furnished external PSUs (i.e. those originally supplied with the product) should be returned. Ancillary items, accessories and cables, etc. should not be returned. Business Partner ships the goods to the appropriate ERC in line with the carriage and shipping instructions below. At the end of the process, the unit will be returned to the Business Partner. Note that Tyco Security Products may levy reasonable fees to cover inspection and shipping costs. The RMA will be updated and deemed as closed once the unit has been agreed as faulty and credit issued, or if the item is no fault found, or warranty void. Page 14 of 23
Process for Out Of Warranty Repair No Fixed Price The step by step process covering Out of Warranty product failures where a fixed price repair is requested and Tyco Security Products does not publish a fixed price is: Business Partner should fully complete an Email Returns Material Authorisation (RMA) request and ship goods to Tyco Security Products European Repair Centre (ERC) when RMA is provided. Shipments to the ERC must be fully in accordance with the instructions laid out within the Email RMA request template. Further details can be found in the instruction document SRB-201103 RMA Customer Instructions. The Email RMA request should request a quotation for a repair. The failed unit should be carefully packed into a suitable shipping carton for return. If the original packing is no longer available, alternative packaging should be used. Only furnished external PSUs (i.e. those originally supplied with the product) should be returned. Ancillary items, accessories and cables, etc. should not be returned. Business Partner ships the goods to the appropriate ERC in line with the carriage and shipping instructions below. The ERC will examine the goods and provide a fixed price quotation for approval. Business Partner should respond within five working days to accept or reject the quotation. If the Business Partner wishes to accept the quotation and have the goods repaired, the Business Partner must provide a formal Purchase Order detailing their Order Number, the value and any Reference supplied with Tyco s quotation. The formal Purchase Order must also be forwarded via E Mail to the same ERC which the faulty goods were sent to. The relevant ERC will update the RMA with the Business Partner Purchase Order (PO) Number. Business Partner PO details should be E Mailed to: o tfsuk.service@tycoint.com (for Business Partners in and Ireland) o tfseu.service@tycoint.com (for Business Partners in Continental Europe, Middle East and Africa) Note that without both the Purchase Order number and the formal copy of the Purchase Order, we will be unable to proceed with any repair and will place the RMA on hold. At the end of the process, the unit will be returned to the Business Partner. Note that Tyco Security Products may levy reasonable fees to cover inspection and shipping costs. The RMA will be updated and deemed as closed once the unit has been agreed as faulty and credit issued, or if the item is no fault found, or warranty void. Page 15 of 23
4. European Repair Centre (ERC) All In-Warranty and Out of Warranty product returns should be shipped directly to the respective ERC. Shipping Address / Contacts For Business Partners located in UK & Ireland: Tyco Security Products Service & Repair Department Letchworth Distribution Centre Dunhams Lane, Letchworth, SG6 1BE Hertfordshire, Direct phone: +44 (0)1462 667780 Hours: 8:30 to 16:30 GMT Email: tfsuk.service@tycoint.com For Business Partners located in all other EMEA Countries: Tyco Security Products Service & Repair Department Echt Distribution Centre Voltaweg 20, 6101XK Echt, The Netherlands Direct phone: +31 (0)475 371668 Hours: 8:00 to 16:00 CET Email: tfseu.service@tycoint.com Following repair, the unit will be shipped directly back to the Business Partner from the ERC. The ERC only handles units being returned for repair or warranty claims. Page 16 of 23
5. Carriage & Shipping Shipping Shipping to the ERC is at your cost using Inco Term DAP (Delivery At Place) Refer to Service & Repair Bulletin EU-SRB-201001 Shipping Documentation. Return shipping of repaired items from the ERC to you is at our cost using Incoterm DAP (Delivery At Place). Packaging It is the responsibility of the Business Partner to ensure any returns are adequately packaged to project against damage during shipment to the ERC. Wherever possible the original packaging should be used for returns. For Out of Box Failure and Warranty Replacement claims, the original packaging must be used for a valid claim to be accepted. Insurance Return shipping from the ERC includes insurance against damage theft or loss. This liability is limited to the replacement equipment only. It is the responsibility of our Business Partner to insure goods in transit against damage, theft or loss for all shipments to the ERC. Business Partner Shipping - Any resulting or consequential damage (e.g. if the original failure is no longer visible due to the damage) is not covered under warranty and will be subject to a separate quotation. Page 17 of 23
6. Invoicing Any invoicing or credit related queries should be directed to our Customer Services team: For Business Partners located in all EMEA Countries: Customer Service Tyco International 282 Bath Road, Heathrow, UB7 0DQ EMEA Business Partners Customer Services E Mail: custserviceheathrow@tycoint.com Tel: +44 (0) 208 750 5660 Fax: +44 (0) 208 897 6520 Page 18 of 23
7. Technical Support The EMEA Technical Support Centre will need to be contacted if you need to transfer software licenses or SSAs to a replacement product. All technical support enquiries should be directed to: For Business Partners located in all EMEA Countries: Tyco Security Products - Technical Support Department Echt Distribution Centre Voltaweg 20 6101XK Echt The Netherlands Hours: 8am to 6pm CET Toll Free: +800 CALLTYCO or (+800-2255 8926) or Direct: +31 475 352 722 Technical Post-Sales Enquiries: emea.support@tycoint.com Technical Pre-Sales Enquiries: emea.presales@tycoint.com Technical Training Enquiries: emea.training@tycoint.com Local Direct Dial Numbers: UK (08081 013 753) and (08701 238 787) France (0800 90 79 72) and (04 72 79 14 83) Spain (900 99 39 61) and (900 10 19 45) Germany (0800 1806 757) Italy (0800 874 091) Belgium (0800 76 452) Bahrain - 800-04127 Greece - 00800-31229453 Russia - 81080020521031 Turkey - 00800-31923007 United Arab Emirates - 800-03107123 Page 19 of 23
8. Turnaround Time ERC Measurement of Turnaround Time (TAT) With the exception of repairs with no fixed price, the target for Repair and Warranty Credit is 20 working days from point of receipt at the ERC to despatch from the ERC. For repairs with no fixed price, the target repair turnaround time will commence once the repair quotation has been approved in the form of a Purchase Order. Priority of Work Returns and repairs are normally managed on a FIFO (First In, First Out) basis however prioritisation can be requested at any time and all requests will be fully considered in context of operating the repairs scheme to deliver an acceptable service level to all Business Partners. Page 20 of 23
9. Quality Accreditation European Repair Centres are ISO9001:2008 and ISO9002 accredited. Objectives All servicing will be made to Good Commercial Standards. Any problems found will be diagnosed and where possible repaired. With the exception of Intellex, software installed on all units repaired will be upgraded to the latest version possible (for that unit). For Intellex, software versions are not normally updated to avoid possible compatibility issues with other system components. Instead the latest patches for the version of software installed on the Intellex will be applied. The ERC will provide a Failure Report Sheet with all repair returns. All units will be tested after servicing has been completed and where applicable additional soak testing will be undertaken. Serviced units will be cleaned as far as possible to ensure that they are cosmetically acceptable, however, it must be noted that this is NOT a refurbishment process. Page 21 of 23
10. Escalation Process For Business Partners in and Ireland: Michael Kasapi Manager Quality, Service & Repair - UK Office: +44 (0) 1462667730 Cell: +44(0) 7703338680 Email: mkasapi@tycoint.com For Business Partners in Continental Europe, Middle East and Africa: Roland Ploemmen Manager Quality, Service & Repair - Continental Europe and MEA Office: +31 (0)475 352138 Cell: +31 (0)6 30524332 Email: rploemmen@tycoint.com Further Escalation Any further escalations can be directed to: David Stonehouse Operations Director Logistics & Distribution EMEA / Tyco Office: +44 (0) 1462 667713 Cell: +44 (0) 7703 339700 Email: dstonehouse@tycoint.com Page 22 of 23
11. Complaints Procedure Product Quality Complaints should be made within an Email request. In addition, an email should be sent to the relevant Quality teams informing them of the complaint. The subject line of the E Mail should read: Customer Complaint for... For Business Partners in and Ireland, please send the E Mail to:. tfsuk.quality@tycoint.com For Business Partners in Continental Europe, Middle East and Africa, please send the E Mail to: tfseu.quality@tycoint.com The Quality Team will: Log complaint in the complaint database Acknowledge receipt of complaint Issue complaint tracking number Handle returns related to the complaint Communicate corrective and preventative action(s) Close complaint in agreement with the Business Partner Page 23 of 23