Premier Issue. Hytera Customer Service

Size: px
Start display at page:

Download "Premier Issue. Hytera Customer Service"

Transcription

1 Premier Issue Hytera Customer Service Global Customer Service Center April, 2009

2 What s inside? NEWS & EVENTS 03 Notice for Renaming Shenzhen HYT Science & Technology Co., Ltd Annual Customer Satisfaction Survey Is Ongoing 05 Technical Training for Poland Dealers Proves a Great Success 06 Great Wall Service Program works well in U.A.E TECHNICAL SHARING 07 TC-700 Software Description TROUBLE SHOOTING 13 TC-700 Frequent Malfunction Solution INFORMATION EXPRESS 15 Return Material Authorization (RMA) Process & Policy 19 TM-600/610 PCB Board Change Instruction 2

3 NEWS & EVENTS Notice for Renaming Shenzhen HYT Science & Technology Co., Ltd. To whom it may concern: In the interest of further development, Shenzhen HYT Science & Technology Co., Ltd changed its name into "Hytera Communications Corporation Limited." by a resolution adopted by the board of directors and shareholders. On March 2, 2010, Shenzhen Marketing Supervise Management issued File [ ] Notice of Alteration (Registration) to approve the alteration of Shenzhen HYT Science & Technology Co., Ltd. The main alteration includes renaming the company as Hytera Communications Co., Ltd., transforming the company into a limited corporation, changing the registered capital to RMB160 million, and turning its duration of operation into permanent existence. The registration number of Business License, Address, legal representative, business scope and shareholders of the company remain unchanged. After these alterations, all the rights and obligations including but not limited to benefits, debts, liabilities of Shenzhen HYT Science & Technology Co., Ltd. are transferred to Hytera Communications Corporation Limited. We highly appreciate your steadfast support for Shenzhen HYT Science & Technology Co., Ltd and apologize for any inconvenience thus caused. We are looking forward to working with you to achieve greater success in the future. Hytera Communications Corporation Limited March 16,

4 NEWS & EVENTS 2009 Annual Customer Satisfaction Survey Is Ongoing Dear Hytera partners: Doctors can take a pulse. Stock brokers can check a price. Golfers can check a score. How can we tell how we're doing? We have to send out customer satisfaction surveys! This annual customer questionnaire is a key element in our quality assurance program. We know how WE think we're doing, but what really matters is YOUR opinion. Please take a few moments to fill out the enclosed questionnaire that we sent to you by . We've tried to make it short and painless for you, but please feel free to write in or add any additional comments or suggestions you may have about how we can serve you better. As a sign of our appreciation, we will be sending you a delicate gift after the survey is over. Please send your completed questionnaire to Hytera service address: Overseas.Service@hyt.com.cn before April 19, We look forward to your participation. 4

5 NEWS & EVENTS Technical Training for Poland Dealers Proves a Great Success Hytera always commits itself to improving its partner service ability for the future long-term cooperation. Except the long-distance guidance and support, Hytera has set up an integrated technical training system, which meets requirements of different technical training levels. In January 2010, Hytera Global Customer Service Center (GCSC) held a technical training for Hytera Poland Distributor which turns out to be a successful case. The whole technical training lasted for 5 days, Hytera GCSC mobilized interdepartmental resources to make sure the training goes along well. The experienced lecturer delivered lectures on each type of radios, plus maintenance practice, to assure the trainees actually master what they get from the training. Hytera awarded the trainees who pass the test held at the end of the training authorized maintenance engineer certificate. After the training, the trainees showed great satisfaction to the technical training and held that they got a comprehensive and in-depth understanding of Hytera products, from products function to feature, from circuit analysis to common trouble shooting. And it makes much easier for them to provide after-sales service to the end-user customer. Through face-to-face communication on the after-sale service issue and exchanged opinions, Hytera and its partner got a further understanding about each other on that part, and it brings a smooth cooperation in the future. 5

6 NEWS & EVENTS Great Wall Service Program works well in U.A.E In January 2010, two experienced engineers of Hytera went on a business trip to U.A.E to provide training for the local dealers. By full using of this opportunity that conduct technical training at local distributor s site, the trainers gave customers brief introductions on Hytera service policy, skills and knowledge of repairing and maintaining Hytera s products and visited end-users in person, solved the problems the customers met. As requested by the local customers, Hytera s engineers also gave a detailed introduction of Hytera Returned Material Authorization (RMA) policy and process, and spare parts supply process etc. A good master and understanding of them makes future cooperation between Hytera and its partners on providing service for end-user customers carry along more smoothly. The whole on-site training enhanced the dealers capability of repair and maintenance, and it relieved the active demand for the on-time service from the local market. Besides, this on-site customer service, which we named as Great Wall Service Program is to be widely carried out in 2010 around the world, based on the success of U.A.E story this time. 6

7 TECHNICAL SHARING TC-700 Software Description History version: firmware version: V1.80 the corresponding programming software version:v Latest version: firmware version:v2.01 the corresponding programming software version :V2.04(compatible all old version ) 1. we can set frequency of TX&Rx,CTCSS/CDCSS, Power etc via channel information interface. 2.we can set other special functions such as scrambler, PTT ID, compendor etc via clicking more item; 7

8 TECHNICAL SHARING 1. We can set other special function such as squelch level, Vox, TOT, rent etc via optional function interface. 2. Second development function, optional board ( patrol ). We can set some parameters of scan via scan information interface. 8

9 TECHNICAL SHARING We can set function of three programmable key via key assignment interface. We can set alert tone type and some parameters (default setting) via alert tone interface. 9

10 TROUBLE SHOOTING TECHNICAL SHARING We can set some encoding parameters of DTMF via DTMF interface, such as we can set PTT ID. We can set some parameters for encode & decode of 2-tone via 2-tone interface. We can set decode type and some parameters via Decode interface. We can set function of HDC2400 signaling via HDC2400 interface, such as PTT ID,system controlling, selective call etc. 10

11 TROUBLE SHOOTING TECHNICAL SHARING We can set function of HDC1200 signaling via HDC1200 interface, such as PTT ID, system controlling, selective call etc. We can set some parameters about auto contact via auto contact interface. We can set some parameters about emergency,lone worker, safe check mode and man-down via emergency information interface. 11

12 TECHNICAL SHARING We can set the testing frequency via test frequency interface to adjust some technical specifications We can embed some information while programming software via embedded message interface. 12

13 TROUBLE SHOOTING TC-700 Frequent Malfunction Solution 1. Can not power on Solution: Step 1: Check whether battery is full and battery connector is well connected with main unit. Step 2: Check whether fuse of power supply has been burned. Step 3: Check whether power/volume control switch is broken. Step 4: Check CPU crystal MHz. Step 5: Check CPU whether it is falsely-soldering. 2. No sound or abnormity of noise when powered on Solution: Step 1: Check whether speaker/ speaker jack is broken. (16 ohm/0.5w) Step2: Check whether audio amplifier(2822d)or power supply tube(717)is broken. 13

14 TROUBLE SHOOTING 3. Low voltage alert appears after powered on Solution: Step 1: the hardware defect of main unit : check whether CPU is falsely-soldering ; Step 2: defect of software : reset the radio 4. Channel broadcast error Solution: Step 1: check the channel selector switch is broken ; Step 2: check CPU and array resistors which around it are falsely-soldering or broken ; Step 3: check the resistor, capacitor which around the channel selector switch is falsely-soldering or broken ; Step 4: check whether the CPU s programming is error. 14

15 TROUBLE SHOOTING 5. No/low power output Solution: Step 1: check whether there is current and no power or no current no power ; Step 2: there is current no power :check final power amplifier Step 3: no current and no power: check APC circuit. 6. No /low Rx Solution: Step 1: check whether the filter is broken ; Step 2: check whether the RF amplifier is broken ; Step 3: check whether the first mixer is broken ; Step 4: check whether the IF IC is falsely-soldering or broken. 15

16 INFORMATION EXPRESS Return Material Authorization (RMA) Process & Policy For Hytera product support (Repair, Replace or Return), please complete download RMA (Return Material Authorization) Request Form before you send back to Hytera. This article outlines Hytera s Return Material Authorization (RMA) process & policy. Please read through this repair process and policy carefully!!! Failure to follow this procedure and policy will cause delays Hytera endeavor to provide a clear RMA process for our distributors to follow and respond to RMA Requests within 24 hours of receipt. 1. Scope This Process & Policy is just for Hytera overseas dealers. All products from Hytera overseas marketing which have to be sent back to Hytera to Repair/Replace/Return. The return or replace reason must be quality incidents, the time can t be more than one year since Hytera shipping out. 2. Tech Support Contacts If your Hytera products exhibit some difficult failures which you can t solve or repair, you must contact our Global Customer Service Center (GCSC) department to verify product failure. If the Hytera GCSC engineer cannot correct the problem by remote support methods i.e. phone or support, customer can apply an RMA number from GCSC. After GCSC confirmation, customer can return the failure products to Hytera to repair. Hytera GCSC Direct Hotline: Hytera Customer Service RMA RMA@hyt.com.cn 3. RMA Confirmation Before the distributors return the failure goods to Hytera, an RMA (Return Material Authorization) request form need to be filled to get the necessary your contact information and the products related information. Requests for RMA are typically processed during working day. RMA Confirmation will be accomplished by or FAX. When Hytera GCSC region engineer receive you filled RMA Request Form, we will estimate its reasonable and necessary. We will response to you within 24 hours after receiving your request. If the request is approved by GCSC, we will assign an RMA number to you. In other words, the RMA Confirmation is an RMA form with the assigned RMA number and Hytera GCSC special official seal. If your request is rejected by Hytera GCSC, please don t return any products to Hytera. This form must be put in the packaging when the product is returned. Hytera reserves the right to reject the returned products without RMA number. 16

17 INFORMATION EXPRESS 4. RMA Flowchart (Repair, Replace and Return process) 17

18 INFORMATION EXPRESS 5. Packaging Please follow these guidelines when returning product to Hytera: Original packaging should be used if available to minimize the potential for shipment damage. Board products must be enclosed in an antistatic bag to avoid ESD (electrostatic discharge) damage. Do not return any products until an RMA number is issued. This number is necessary to ensure proper tracking and handling of returned material. The RMA Request Form must be put in the packaging when the product is returned, which with RMA# and Hytera GCSC special official seal. If items are damaged during return shipment due to insufficient packaging, it will be left to Hytera s discretion to determine whether or not the product is repairable. Please keep a record of the tracking number and ship date. These may be needed to track lost shipments. The customer is responsible for the product until it is received by Hytera. Hytera is liable for the returned item upon the receipt of shipment. 6. Delivery Charges The customer is responsible for paying shipment charges when returning the product to Hytera to repair. Hytera will pay for shipment of the repaired items back to the customer. 7. Repair Standard Turn Around Time The estimated Turn-Around-Time for most repair products warranty claims is 5 working days upon the receipt of the item. This starts when your faulty goods have been returned to Hytera. 8. Repair Charge Hytera repair fee includes service fee and spare parts fee. All repair fees will charge the distributor by service fund monthly. After we receive your returned items, we will do initial test and then give you a repair quotation by phone before repair. If the After-Service-Fond account has not enough balance, the repair fees will be charged as Hytera s Accounts Receivable. 9. HYT Address All returned radios to Hytera should be shipped to the address which Hytera GCSC engineer provides to you. 18

19 INFORMATION EXPRESS TM-600/610 PCB Board Change Instruction 1. Objective To improve product performance and customer satisfaction, all TM-600/610 has been changed to 6-layer PCB. 2. Change Description PCB stacking method changes from 4 layers to 6 layers, firmware, programming software, and related technical documentation (BOM,principle diagram,service manual, etc.) will change accordingly. The latest version information is: a) 2-tone firmware:v b) 2-tone programming software: HM600E-V compatible with primary programming software(except the designated) c) Three groups 5-tone firmware:v d) Three groups 5-tone programming software:v compatible with primary programming software(except the designated) 3. After-change Performance TM-600/610 signal specifications shall achieve higher level than 4-layer PCB does after change. And the communication quality can also be improved. The relevant new documentations will be released later. If you have any problem about the change, please contact Hytera Global Customer Service Center by sending at: Overseas.Service@hyt.com.cn or call us at:

20 20