after-sales technical support - bosch security and …...after-sales technical support •10 hours...
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After-Sales Technical Support
• 10 hours of phone support is available from 8:00 to 18:00 (local time)• All calls will be handled by dedicated technicians in the solutions center• Each call will be recorded in our CRM data base• Advanced problems escalated to senior staff levels for prompt resolution
Technical Support
see specific country numbers in table on page 2
• Select the “Support&Resources” tab• Chose Training & Webinars
On-Line Training Academy
boschsecurity.com/sonyvideosecurity
The On-Line Training Academy tool provides Sony product and technology training courses that can improve your business!
• Go to website: http://pro.sony.eu/pro/products/video-security• Select a product in the online catalogue• Go to “support tab” in product page
Self-help Media available 24/7
Using our special support section on the Sony website, you can find useful online information and tools.
Sony Video Security driven by Bosch
http://pro.sony.eu/pro/products/ video-security
Warranty & Repair Services
Dead on Arrival service is enacted when a customer receives a product that does not operate as specified out of the box or fails to operate properly within 6 months.
• Contact technical support first fortroubleshooting product
• Required information to process claim- product model & serial number- reason for repair (include technical
support case number)- contact information including
company name and ship to address- proof of purchase may be required
if product date code is expired • Fast exchange occurs when acustomer contacts ASA with an in-warranty repair request, the productqualifies for an advance exchangebut the customer is not able todemonstrate good credit or prefersnot to provide a purchase order.
• The customer receives a returnauthorization number to send theproduct to ASA. After receipt ofdefective product and confirmationof valid warranty, ASA will ship thecustomer a replacement product.
Product with service level Carry-In requires the customer to send the defective product to ASA for repair. The product is repaired and returned to the customer.
Contact DetailsAfter Sales Service
Carry-In(Repair Same Serial
Number)
Fast Exchange
Dead On Arrival(DOA; Replace with New Finished Good)
How to Get your Product Repaired
The advanced exchange processrefers to warranty claims in whicha customer receives a brand newor refurbished exchange product,available for eligible partners.
Advanced Exchange (AE)
For more information, please visit our web site boschsecurity.com/sonyvideosecurity
Countries PhoneAustria, Germany, Switzerland +49-561-8908-300Belgium +32-2-525-5375Bulgaria +359-700-10-154Denmark +45-44-898620Estonia, Finland +358-10-4808284France +33-8-25-12-8000Greece & Cyprus, Romania +40-256-301-125Hungary +36-1-885-6385Albania, Croatia, Montenegro, Russia, Serbia, Slovenia +40-256-301-126Netherlands/Belgium +31-40-2577-386Sweden +46-8-7501995Norway +47-800-31-280All African countries, All ME countries, Belarus, Czech Republic, Israel, Italy, Poland, Portugal, Slovakia, Spain, Turkey, UK
+44-151-235-2288
Email:[email protected]
Opening hours: Mo-Fr 8:00-18:00 local time