Panasonic UK Service Group Product Returns Policy. Panasonic UK 1 Effective from 11/03/11

Transcription

1 Panasonic UK Service Group Product Returns Policy Panasonic UK 1 Effective from 11/03/11

2 Table of Contents Faulty Product Returns Procedure... 3 Introduction... 3 Statement... 4 Panasonic Service Group returns address... 5 Definitions... 6 Damaged Inspect for credit (Damaged IFC)... 6 Faulty Inspect for credit (Faulty IFC)... 6 Warranty repairs... 6 Chargeable repairs... 6 The Job Number... 7 One-for-One/Specialist Service... 8 Portable Navigation System... 8 Non CE marked Panasonic Products Procedures Explained... 9 Return for Warranty repair Faulty/Damaged Inspect for credit (Faulty/Damaged IFC) Return of product for chargeable repair Product Support Sheet Panasonic UK 2 Effective from 11/03/11

3 Faulty Product Returns Procedure Introduction The enclosed information applies to Panasonic account holders only. It is a guide to the return of faulty finished goods to Panasonic UK only and does not relate to the return of Spare Parts. Further copies may be obtained from your Panasonic area sales manager or from our Technical Support Team or the Panasonic Dealer web site (Pana-Net). It is intended to simplify and assist you in your understanding of the correct procedures for the return of faulty products for repair, both warranty & chargeable, as well as units to be inspected for credit. It does not replace any existing arrangements, which may be specifically written into your sales agreements. For details on the use of our Electronic Returns to Manufacturer Authorisation system (ERMA) please refer to the user guide section of Pana-Net at It can also be accessed through the E-Biz link direct into the ERMA section.

4 Statement In exceptional circumstances, product may be returned for repair both in and out of warranty or for inspection with a view to credit. All returns should be authorised via the Pana-Net Erma system unless otherwise authorised. Product may only be returned for repair or inspection with view to credit if: a) It is as new (complete with original packaging and accessories), faulty and has been supplied by Panasonic UK within the previous 3 months. If such an item has been supplied to an end user and then found to be faulty, then return should be within 7 days of rejection by the end user. b) It has been delivered from Panasonic UK in a damaged condition within the previous 7 days. c) It is faulty and is covered by a one-for-one exchange guarantee. d) Servicing is offered exclusively by Panasonic. e) Panasonic UK has agreed that the product be returned for further investigation. You should confirm the following:- The reported fault. The packaging and accessories are complete where possible. The product is available for collection at the nominated collection address. Charges will be levied if:- The product is found not to be faulty. The product is not available for collection at the nominated address. Please note that DAMAGE incurred by the product during its return trip to Panasonic, irrespective of the courier, will be your responsibility and you may be charged for any subsequent remedial work required. Therefore please ensure that units are adequately packed for transit. Where appropriate, Panasonic will arrange collection of the product. However, a dealer may, at his own cost, make alternative transport arrangements provided that return has been authorised by the Panasonic UK via the erma system. In such circumstances the dealer should: a) Ensure adequate packaging. b) Insure the product against transit damage. c) Quote the returns authorisation number (Job Number) supplied by Panasonic UK on returns documentation. Ideally, a Returns Form should be printed from the erma system and included. Panasonic UK 4 Effective from 11/03/11

5 Panasonic Service Group returns address If you wish to make an enquiry regarding returns to Panasonic please contact our returns department which is located at the following address. Panasonic UK Service Group, 1st Floor WILLOUGHBY RD BRACKNELL RG12 8FT Technical Support Telephone Numbers and addresses Consumer Products Technical dept s Audio/ Visual Tel: av.technical@panasonic.co.uk Domestic Appliances Tel: av.technical@panasonic.co.uk Business Systems Technical dept's Communication Tel: products comms.technical@panasonic.co.uk *Cellular-only Tel: gsm@panasonic.co.uk Document Systems Tel: document.support@panasonic.co.uk CCVE Tel: cctv.technical@panasonic.co.uk PBS Visual products Tel: pdp.support@eu.panasonic.com Other Useful Telephone Numbers Customer Support (Consumer products only Customer.support@panasonic.co.uk only) Returns Dept Tel: Spares Dept (account holders only) Fax: returns.pcsuk@panasonic.co.uk Tel: Fax: spares.panasonic.co.uk Issues relating to the PANANET system please pananet.support@panasonic.co.uk Panasonic UK 5 Effective from 11/03/11

6 Definitions Damaged Inspect for credit (Damaged IFC) Any product(s) delivered to the dealer and received damaged may be returned to Panasonic for Inspection for credit providing it has been reported within 7 working days from the date of delivery to your company. Faulty Inspect for credit (Faulty IFC) Any product(s) which has been supplied to the consumer and is faulty out of the box within 90 days of its date of invoice to the dealer may be deemed as Faulty inspect for credit (Faulty IFC). Warranty repairs Any product requiring a warranty repair should only be returned directly to Panasonic if: Servicing is offered exclusively by Panasonic UK. Panasonic UK has agreed that the product should be returned for further investigation or to assist in a satisfactory repair. Otherwise it should be repaired by the authorised repairer as described on the product support sheet, and, if applicable, a warranty claim submitted within 14 days. Chargeable repairs Panasonic do not provide a fixed price repair service and therefore all chargeable returns are handled on a time and materials basis. Panasonic will collect on your next scheduled delivery day but should you require a rapid response you may arrange the return of the product(s) at your own cost for packaging, transport and insurance. Panasonic are not liable for any damage incurred in your chosen method of return. Note. This is applicable where servicing is offered exclusively by Panasonic UK. Otherwise it would be repaired by the authorised repairer as described on the product support sheet. Panasonic UK 6 Effective from 11/03/11

7 The Job Number This number is issued by Panasonic UK to the dealer prior to the return of any product and must be displayed on the carton or its packaging. Panasonic will return any unauthorised returns to the originator without processing any repair/etc. and may charge a handling fee. Panasonic UK 7 Effective from 11/03/11

8 One-for-One/Specialist Service It is a basic policy of our relationship that the selling dealer, or an appointed qualified service agent, provides after sales service to the customer; the following product categories are the exception to the rule or have individual/specialist service policies. The following product categories are covered by our one-for-one exchange agreement and therefore not eligible for warranty claims. The dealer is expected to exchange the unit for the customer during the 12 month warranty period and return the faulty unit to Panasonic for inspection with a view to credit within the terms of the guarantee. Electric Razors Beard Trimmers Personal Hi-Fi ( Excluding SD Audio products) Portable CD players Radio Cassette Clock Radio CD Radio Cassette Domestic Telephone Answering Machines Domestic Dect Telephones Speakers (Items that are manufactured with sealed cabinets) Portable Vacuum Cleaners (Specific models only see pananet bulletins) IC Digital Recorder- Dictation Machine Beauty products Headphones Products with Specialist service facilities Plasma / LCD TV / Home Cinema / DVD Recorders /Blue Ray Recorders and Players are serviced through our Digital Service Network Dealers (DSN) during and after the guarantee period. Digital Video Cameras and Digital Stills Cameras are serviced through our Camcorder Service Centres (CSC) during and after the guarantee period. Projectors both domestic and Business, are serviced by a third party called PJSE Ltd Tel Portable Navigation System This product must be returned to Panasonic CS UK for service using the ERMA system. The customer will be asked to return the unit themselves to the selling dealer who in turn will return the unit to Panasonic UK for both chargeable and warranty repairs. A contact number is given in the product support sheet. Panasonic UK 8 Effective from 11/03/11

9 Non CE marked Panasonic Products. Please be advised that it is unlawful to sell non-ce marked products in the United Kingdom. Accordingly, Panasonic will only provide under guarantee after sales service to such products if presented for service accompanied by the appropriate, and correctly completed documentation, irrespective of the retailer from whom the product was purchased. Products purchased within the EU must carry a CE marking and should be submitted for service with a valid purchase receipt from within the EU. In the case of Digital Stills Cameras and Camcorders, purchased outside of the EU, which may qualify for worldwide warranty, the product should be submitted for service with a valid purchase receipt from the country of purchase and correctly stamped and completed worldwide warranty documentation. Products submitted for service without the correct documentation will NOT receive service. Procedures Explained Before you begin the returns procedure you will need the following information Dealer Panasonic Sales account number, appropriate to the Panasonic sales division from which the product was initially purchased. Panasonic invoice number. The full Panasonic model number of the product(s), including colour (where applicable). The full serial number of the product(s). Details of the reported fault, as much information as possible to assist the engineering dept in confirming the fault. The Customers date of purchase or the install date of the equipment. The returns request may be refused if any of the above information is omitted. Panasonic UK 9 Effective from 11/03/11

10 Return for Warranty repair If the product is still within its Manufacturers warranty, it may be returned for one of the following reasons:- Servicing is offered exclusively by Panasonic UK. Panasonic UK has agreed that the product should be returned for further investigation or to assist in a satisfactory repair. Products will not be accepted if there is an existing service arrangement already in place, as indicated in the product support sheet. Step One Complete a returns request on e-rma with all the requested information or Fax the details to the relevant Panasonic department. This request will be processed within two working days if placed by e-rma or four working days if faxed. Note. See the (e-rma user guide) to assist with the completion of a returns request form. Only one method of submission is permitted therefore only those dealers without access to the internet will be permitted to submit by FAX. Step Two Once the return has been approved a Job number will be issued via Pana-Net. The equipment should be boxed and labelled with Panasonic returns address and Job number and accompanied by a print out of the Dealer Returns Form available from the e-rma system. Units being collected by Panasonic will be collected by Panasonic transport on your next delivery day. Please ensure that units are adequately packed for transit. Step Three The product will be repaired and returned to you as soon as possible. The current repair status this can be view on line using the e-rma system. For other returns enquires contact the relevant technical department, or contact our Returns Dept. returns.pcsuk@panasonic.co.uk Panasonic UK 10 Effective from 11/03/11

11 Faulty/Damaged Inspect for credit (Faulty/Damaged IFC) Panasonic UK do not replace products that are returned under the Damaged or Faulty inspect for credit options, they are inspected for credit. If a replacement is required then the dealer should place an order with the relevant Panasonic sales division. Please ensure that before requesting a collection that the products adhere to the following: - It has been received damaged within 7 days of delivery from Panasonic The product is covered by a separate credit agreement. The product must be returned within 7 days of its return by the consumer. The product is within our 90 day returns policy. The product is in the One for One exchange group. The unit is faulty as described. If the unit fails to meet any of the above, a credit may be refused. Remember that it is your responsibility to ensure the unit does meet the necessary criteria before its return to Panasonic UK. Step One Complete a returns request using the e-rma system as previously mentioned. Step Two Once the return has been approved a Job number will be issued via Pana-Net. The equipment should be boxed and labelled with Panasonic returns address and Job number and accompanied by a print out of the Dealer Returns Form available from the e-rma system. Units being collected by Panasonic will be collected by Panasonic transport on your next delivery day. Please ensure that units are adequately packed for transit. Step Three The product(s) will be inspected for credit, and those meeting the prescribed criteria will be credited as quickly as possible. If the product fails to meet any of the inspection criteria, credit will be refused and the product returned to you. The current repair status can be viewed on-line using the e-rma system. For other returns enquires contact the relevant technical department, or contact our Returns Dept. returns.pcsuk@panasonic.co.uk Panasonic UK 11 Effective from 11/03/11

12 Return of product for chargeable repair The product would only be returned for one of the following reasons: Servicing is offered exclusively by Panasonic UK. Panasonic UK has agreed that the product should be returned for further investigation or has indicated its willingness to assist in bringing about a satisfactory repair. Products will not be accepted if there is an existing service arrangement already in place, as indicated in the product support sheet. Before you begin the returns procedure you will need the following information:- Step One Complete a returns request on e-rma with all the requested information or Fax the details to the relevant Panasonic department. This request will be processed within two working days if placed by e-rma or four working days if faxed. Note. See the (e-rma user guide) to assist with the completion of a returns request form. Only one method of submission is permitted therefore only those dealers without access to the internet will be permitted to submit by FAX. Step Two Once the return has been approved a Job number will be issued via Pana-Net. The equipment should be boxed and labelled with Panasonic returns address and Job number and accompanied by a print out of the Dealer Returns Form available from the e-rma system. Units being collected by Panasonic will be collected by Panasonic transport on your next delivery day. Please ensure that units are adequately packed for transit. Step Three The product will be Inspected and (if requested) an estimate of the likely repair cost sent to you as soon as possible. If you have not requested an estimate we will proceed with a chargeable repair, unless otherwise instructed. The current repair status can be view on-line using the e-rma system. For other returns enquires contact the relevant technical department, or contact our Returns Dept. returns.pcsuk@panasonic.co.uk Panasonic UK 12 Effective from 11/03/11

13 Step Four If you have requested an estimate then one of the following will take place: If the estimate has been accepted and returned by you, the repair will be processed and when complete, invoiced to your account. If the estimate is refused there will be a standard charge for non-acceptance, which will be invoiced to your account. Product Support Sheet Product Type Warranty Repair Customer Support Technical Support Supported by TV/Video/Audio(including Car Audio)/ Via Supplier Audio/Visual Plasma TVs Via Panasonic Audio/Visual LCD TV Via Panasonic Audio/Visual LCD Projectors ( Domestic) PJSE PJSE DVD Recordable /Blue Ray Via Panasonic Audio/Visual Digital Still Camera Via TPM CSC Audio/Visual Network Digital Video Camera Via TPM CSC Audio/Visual Network Bread makers/ Vacuum cleaners/ Via Supplier Domestic Appliances Shavers Domestic Microwaves Via Supplier Domestic Appliances Industrial Microwaves TPM Domestic Appliances CCVE ( Closed Circuit Video Equipment) Via TPM Via TPM CCVE/ Visual LCD Projectors PJSE PJSE Photocopiers Via Supplier Via Supplier Document Systems Fax Tam Via TPM Document Systems small Fax Machines Business Fax Machines Via Supplier or Via Supplier Document Systems TPM or TPM Panaboards Via TPM Via Supplier Document Systems Business Telephone Systems Domestic Telephones Telephone answering machines Cordless Telephones DECT Via Maintainer Via Supplier Communication Products Via Supplier Communication Products Portable Navigation system ( Strada) Via Panasonic Audio/Visual Dot Matrix Printers TPM Via Supplier Document Systems Mono Laser Printers Via Supplier or Via Supplier Document Systems TPM Colour Printers TPM Via Supplier Document Systems CL 500 Printers TPM Via Supplier Document Systems 7100 series printers TPM Via Supplier Document Systems Set Top Box TPM N/A N/A scanners TPM Document Systems Consumables Toner/ribbons/drums/etc. Floppy disk Drives, CD-ROMs, PD drives, Optical Drives Miscellaneous Items not listed Via Supplier Via Supplier Document Systems Via Supplier or TPM PIEG Products Panasonic UK 13 Effective from 11/03/11

14 FAX Numbers Domestic Audio / Visual / White Goods/GSM Telephone Systems CCVE Equipment Projector / Panaboard Document Systems Panasonic UK 14 Effective from 11/03/11