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Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 1 of 23
Equipment Repairs Policy And
Warranty Replacement Scheme For
EMEA Business Partners
Issue 4.2 – March 2014
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 2 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
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 3 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 l imited
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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 4 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 5 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
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 6 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 7 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
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 8 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 9 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 10 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 11 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 12 of 23
Replacement Process Flow Chart
Advise Customer Service of product failure
Business Partner
Request Original PO # of failed item. May also need Serial # &
Tech Supp Case # for applicable products
Customer Service
Is the claim within the Warranty
Period?
No Refer Business Partner to RMA Process for Out of
Warranty Repairs
Customer Service
Yes
Out of Box Failure?
No Yes
No
New stock available?
No
Offer Fast-Track Repair
Customer Service
Is a replacement product being
ordered?
Yes
No Refer Business Partner to RMA Process for In Warranty items and Out of Warranty
Repairs
Customer Service
Service Stock Available?
Ships replacement to Business Partner
Distribution Centre
Returns faulty unit – See next page
Business Partner
Yes
Yes
Is unit Obsolete?
Yes Backwards compatible unit
available?
No
No
Offers backwards compatible replacement from New Stock
or Service Stock
Customer Service
Yes
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 13 of 23
Returns Process Flow Chart
Request RMA – Must cross reference original Purchase
Order or Tyco Sales Order # on RMA
Business Partner
Is the item covered by Warranty?
No
Yes
Yes
Ships faulty unit back to local DC
Business Partner
Receive, visually inspect to validate warranty. Confirm Serial # on unit matches S5
Order
Distribution Centre
Release Full/Partial credit to Business Partner
Customer Service
Notify Business Partner of Warranty Void: No Credit
Distribution Centre
Decide whether to: 1. Dispose of failed item
2. Return Un-Repaired
3. Chargeable Repair
Business Partner
Was this classed as Out of Box Failure?
Yes
Notify no fault found. Inspection/shipping charge
may apply
Distribution Centre
Notify Heathrow Customer Service of any discrepancy
Distribution Centre
Update Business Partner
Distribution Centre
Did Tyco or ARC Confirm the unit is
Faulty?
No (No Fault Found)
Yes
Was a Warranty Replacement
supplied?
No
Was a new Advance
Replacement supplied?
No
No
Notify no fault found. Item will be returned.
Inspection/shipping charge may apply
Distribution Centre
Notify no fault found. Inspection/shipping charge
may be deducted from credit
Distribution Centre
Yes Yes
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 14 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 United Kingdom 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 15 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 United Kingdom 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 16 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, United Kingdom
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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 17 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 18 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
Heathrow Boulevard 3
282 Bath Road, Heathrow
United Kingdom, UB7 0DQ
EMEA Business Partners Customer Services E Mail: custserviceheathrow@tycoint.com
Tel: +44 (0) 208 750 5660
Fax: +44 (0) 208 897 6520
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 19 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
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 20 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 21 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.
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 22 of 23
10. Escalation Process
For Business Partners in United Kingdom 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
Tyco Security Products EMEA Heathrow Boulevard 3
282 Bath Road, Sipson
West Drayton, UB7 0DQ
United Kingdom
Tel: +44 (0) 20 8750 5660
Fax: +44 (0) 20 8897 6520
Registered Office: Sensormatic Commercial/Industrial Limited, Tyco Park, Grimshaw Lane, Newton Heath, Manchester M40 2WL VAT No.GB8183665080000 Registration No. 2709753 Page 23 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 United Kingdom 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
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