Customer Service. Repair procedure & surcharges August 2013 Customer Service 1

Transcription

1 Customer Service Repair procedure & surcharges 2013 August 2013 Customer Service 1

2 CONTENT With this presentation, we'd like to inform you about changes & new features of Güdel's customer service 1. Repair procedure Express surcharge 3. Minimum value for orders 4. Questions August 2013 Customer Service 2

3 1. Repair procedure 2013 Procedure: Return for repair IBO 4200 Repair, warranty... + dispatch note für repairs Customer contact: -> Güdel return number ->Dispatch note for repairs Repair- or replacement to customer Incoming goods dept. -> Info to projekt manager Incoming goods Service Outgoing goods Incoming goods department -> storage rack consultation Project manager -> project completition Production August 2013 Customer Service 3

4 What do we hope to achieve with the new repair procedure? Goals: Increased customer satisfaction Increased transparency with service report Increased quality of work Shortened turnaround times Elimination of wait times Reduced costs Elimination of any confusion August 2013 Customer Service 4

5 Would you like to send in something for repairs, retrofitting, modification, or warranty services? e.g. module components, components, gearboxes August 2013 Customer Service 5

6 No problem!!! For this, use our dispatch note for repairs Güdel AG Industrie Nord CH-4900 Langenthal Phone +41 (0) Fax +41 (0) Dispatch note for repairs Please fill out completely and include individually with each item Please send your repairs to: Güdel AG Customer Service Kundendienst Tel.:+41 (0) Gaswerkstrasse 60, Tor 3 Fax:+41 (0) CH Langenthal service@ch.gudel.com To process your return quickly and efficiently, we ask you to give us more information about your return. Please fill all fields carefully and send the filled dispatch note for repairs to your Güdel contact person. Thank you. 1. Customer order Customer / billing address Order date: Contact person: Your reference/order Return number (RMA) (should you not know it yet, please contact your Güdel service contact) Custome r: Street: Post code / city: Tel.: c/o: Fax Tel.: Alt. delivery address Item information Güdel order Type plate no. New Used Description Item no. Project no. Drawing no. Güdel AG Industrie Nord CH-4900 Langenthal Phone +41 (0) Fax +41 (0) service@ch.gudel.com To process your return quickly and efficiently, we ask you to give us more information about your return. Please fill all fields carefully and send the filled dispatch note for repairs to your Güdel contact person. Thank you. Your reference/order Return number (RMA) (should you not know it yet, please contact your Güdel service contact) 2. Service report / quote by Güdel AG Please do not fill out; completed by Güdel AG! Finding Measures Repair quote The returned item was checked completely: Settlement Repairable: Yes No Customer *Repair costs: Project/internal Delivery date Warranty *(Prices excl. VAT, repair quote, shipping & packaging costs) Reason for return Replacement (new delivery) Repair quote (CHF flat charge) *Repair approval (fill out repair cost approval) *If repair or upgrade costs exceed the approved price, we will contact you We hereby approve a repair or upgrade cost of CHF EUR USD Express repairs in 48h (CHF repair surcharge) Warranty Upgrade (quote or repair approval) 3. Customer decision Your decision Yes, we ask you to repair the item under calculation of the repair quote (Please, send a official order) No, please dispose of the item (Please, written confirmation) No, please dispose of the item and offer a new part (Please, written confirmation) No, please return the item (quote CHF , excl. shipping & packaging costs and please written confirmation) Signature Plain text Company stamp Your written confirmation: Error description (add separate sheet or photgraphs if necessary) Signature Plain text Company stamp Please tell us how to proceed (answer within 10 work days). Should you receive no answer within the specified time, we will send back the item unrepaired, inspection costs charged, freight collect. *We want to complete your repairs quickly and flawlessly, therefore we ask you for a detailed error description August 2013 Customer Service 6

7 Step 1 Güdel return number: The first step is to contact Güdel customer service for a return number! Please always start by requesting our Güdel return number! August 2013 Customer Service 7

8 Step 2 Customer & item details: After you have received the return number, complete all of the items in section 1 as shown in the example below Please always specify if there is a different shipping address! August 2013 Customer Service 8

9 Step 2 Reason for return & defect description: Please complete all items in section 1, as shown in the example below, and attach the dispatch note for repairs to the item to be sent in In the case of direct approvals for repair or retrofitting, enter the maximum cost and confirm with signature & company stamp August 2013 Customer Service 9

10 Step 3 Service report & quote by Güdel AG You will receive our service report and quote within the next 5 workdays. All repair costs exclude taxes, quote fee, and shipping costs! August 2013 Customer Service 10

11 Step 4 Customer decision: Please communicate your decision to us or send us your order within 10 days. August 2013 Customer Service 11

12 2. Express surcharge To accelerate your gearbox order or repair, you now have the option of receiving your gearbox in 2-5 workdays. Gearbox order: Delivery times until 5 workdays are considered EXPRESS! Express Surcharge: CHF / EUR / USD Info: Express surcharges apply for all Güdel gearbox types. The only exception is the size 180 gearbox! Example of an express surcharge: 1 unit(s). AE045 Gerabox ( ) Delivery time: workdays Costs: EUR NORMAL Delivery time: 2-5 workdays Costs: EUR EUR EXPRESS August 2013 Customer Service 12

13 Total = EUR Minimum value for orders Help us avoid excessive packaging and shipping expenses for our customers. For future orders, please note our minimum value for orders. To avoid excessive processing, packaging, and shipping costs for us and our customers, we have applied a minimum value for orders. Current minimum value for orders: CHF 60.- / EUR 50.- / USD 65.- Addition EUR Example of processing surcharge: 1 pcs. SNB3020 SNB3020 at EUR / pcs. August 2013 Customer Service 13

14 4. Questions Do you have questions or need additional information? Please don't hesitate to contact us with any questions at: Güdel AG, Customer Service Phone: Fax: August 2013 Customer Service 14

15 THANK YOU FOR YOUR ATTENTION! May 2013 Customer Service 15