Mio Technology Service process for Distri-Dealer-Reseller Version June 2008 Owner: A. Roks CONTENTS: 1 Product Warranty 2 Product Support 3 Mio Help Desk 3.1 End user help desk 3.2 Distributor/ Dealer/ Reseller help desk 4 End User Replaceable Part (EURP) 5 Dead On Arrival (DOA) 6 Return Material Authorization (RMA) 6.1 All European countries, except Nordic, Austria, Italy, Greece and Switzerland 6.2 Italy 6.3 Zwitserland 6.4 Austria 6.5 Greece 6.6 Nordic 6.7 Exceptions 7 Repair Warranty 8 Out of Warranty service (OOW)
1 Product Warranty - Mio Technology products are guaranteed against internal mechanical or electrical defect for a period of 24 months from date of purchase. Battery for Smartphones (Mio A701, A501) carry limited warranty of 6 months from date of purchase unless otherwise specified. - Warranty validation is supported by a proof of purchase receipt (POP). - If proof of purchase may not be provided, 26 months warranty will be granted starting from production date which is embedded into product Serial Number as explained below: - We refer to Warranty and Support, End User License agreement and Users Guide, combined in the box, for more detailed warranty terms. 2 Product Support - If the product does not function properly, please check out first Mio FAQ (Frequent Asked Question) section on our support section on www.mio.com - If an satisfactory answer cannot be found, an e-mail may be sent out from same support section: Select product, go to contact support, select country, click Via e-mail and let our support answer your question(s) - If the problem cannot be resolved by above services, end users should always go back to point of sales. The point of sales will determine together with end-user if the device need to be serviced. If the unit must be serviced, dealer will log an RMA event (see section 6)
3 Mio Help Desk 3.1 End user help desk - End user may also get help from our Mio call center by email or phone. Call numbers for respective country may be found in our Mio Club section at www.mio.com - Call numbers are payable. The fee varies depending from country and is shown under the call number. - Mio call center is available from 09.00am to 06.00pm (CET) on working days. 3.2 Distributor/ Dealer/ Reseller help desk - Distributor, dealer or reseller can get special SAC (Service Access Codes) to access the following lines at local rates. - SAC codes can be obtained by sending a mail to sac@mio.com Country Phones Austria 01 36027 72066 Belgium 02 620 0097 Denmark 08233 3109 Finland 09 8171 0253 France 01 4993 2253 Germany 069 95 30 71 74 Greece 00800-12-7842 Italy 02 3859 1184 Luxemburg 027 30 21 50 Norway 02350 0063 Portugal 021 316 4190 Spain 091 375 3020 Sweden 08 5199 2352 Switzerland 022 567 5133 The Netherlands 020 654 5559 UK 0207 294 0074
4 End User Replaceable Part (EURP) - If your problem can be resolved with an End-User-Replaceable-Part (e.g., adapter and other easily replaceable accessory), Mio Technology will ship these parts free of charge to you. - Not all accessories are EURP parts, EURP parts are defined per model. - No need to return the defect part back to our service partners. - We reserve the right to withdraw this service where abuse occurs.
5 Dead On Arrival (DOA) - If the device has a failure within 30 days from purchase, the defect unit may be considered as DOA. - DOA criteria: o End user Proof of purchase must be present and not older than 30 days o Unit must be free from customer induced damage like broken screen etc, excluding normal wear and tear o Unit must be packed in original packaging o All accessories must be included - The correct DOA route is: o end user >> shop/dealer/reseller >> distributor >> Mio Technology - DOA process: o DOA must be requested by Distributor (company who purchased the products from Mio Technology Europe) at Mio Technology Europe, located in Belgium. o Preferably this is done by batch. o DOA RMA form may be obtained at rma@mio.com, complete the form and send to rma@mio.com o After the request form has been verified the RMA numbers will be communicated together with the return instruction. In order to identify the DOA units at receipt, the shipper must combine the print out of the e-mail received mentioning the RMA numbers. o Please ensure goods are packed correctly and securely. o At receipt by Mio Technology, the contents of the box will be checked as well as potential Customer Induced Damage (CID) o Based on the receive condition Mio will apply credit on a monthly bases. - Return frequency must be: o max 1 pallet o min 1x month - See process flow and condition table on next page.
Mio DOA process Distributor (*) request RMA Numbers using DOA request template and specifying: - product type - product code - serial number - clear error description to doa@mio.com Condition Refund normal < 30 days with proof of purchase 100% Mio Technology verifies DOA request The RMA numbers with the return instruction will be communicated by email No POP, but invoice from Mio to Distri and returned within 60 days after delivery from Mio No POP (proof of purchase) & manufacturing date < 120 days No POP (proof of purchase) & manufacturing date > 120 days & < 180 days No POP (proof of purchase) & manufacturing date > 180 days CID (Customer Induced Damage) LCD broken etc More then 2 missing accessories 80% 80% 70% 50% 0% -10 euro Mio Technology will check the units upon receipt Mio Technology will issue monthly credit based on last purchase price of same model with equal or higher specification + condition table Missing license software, Region Missing license software, Europe Missing SD card; refund depending on MEM size Sales return is not part of DOA process Unopened goods will be refunded at -30 euro -37 euro - cost 50% Note: (*) Distributor is the company buying direct from Mio Technology
6 Return Material Authorization (RMA) 6.1 All European countries, except Nordic, Austria,Italy, Switzerland and Greece: - In case of hardware failure, end user must return unit to point of sales. Point of sales will verify the warranty and determine if the unit is defective. - In case of defect product, and your problem cannot be resolved by software updates, or with a EURP part, the point of sales is entitled to log a service event. o log a service event on:http://chase.comserve-nl.com o Login = MioDealer o Password = MA7OLE o Prior to log service events, point of sales must be registered on above website. A site-id will be provided after successful registration, this may take up to 1 working day. The site-id is a nr that will create a unique login for every dealerretailer that registers on the Chase website. The site-id will remember all data entered when registering so name and address details are automatically filled-in when creating an RMA. - Mio service partner provides pick-up and return model from point of sale o Properly box products and offer multiple units properly packed in 1 neutral box upon collection. o Goods will be collected within 2 business days. o It is essential to have the contact person that was registered to be present at the chosen location between 09:00 17:00 hours at the appointment / collection date. o Dealer-reseller must verify if collection label holds correct reference number and serial number o The Chase website also offers the option to print out the UPS label locally during creation of the RMA. This creates the opportunity whenever UPS already comes on a daily bases to use the printed label on the boxed unit and provide to the driver. - Point of sale may track and trace progress of returned product by entering RMA number or product serial number on the website: http://chase.comserve-nl.com - After repair, the product will be sent back to the address specified on the website during RMA application.
6.2 Italy: - Please get in contact with one of the 350 collection points. The collection points can be found on www.wsc.net by entering the zipcode of your area in the Rete di Assistenza WSC box. - Collection points will verify the warranty and determine if the unit is defective. Collection points will be in charge of returning the unit to Mio service partner. - Once received the defective Mio device, Mio service partner will carry out the repair and return the unit directly back to end-user - If no collection point near by, please get in contact with Mio Help desk Help desk Nr: 899-929292 (0.60 / Min.) 6.3 Switzerland: End-user goes back with his defect unit and proof of purchase to point of sales Point of sales can create their own RMA number that they communicate to the end-user Point of sales returns the defect unit to the repair centre Mobiletouch Mobiletouch ag Industriestrasse 26 8400 Winterthur using one of following couriers: NES Kurier Schweizerische Post (direkte Anbindung an die Verteilzentrale in Frauenfeld) Repairlogistic der Schweizerischen Post Interdiscount Kurier Mobilezone Kurier Courier picks up the device at the point of sales and uses the RMA number of the shop or creates an RMA number which point of sales can use as reference. When the defect unit has been received at Mobiletouch they put it in their system with the courier s or point of sales RMA number and create their own internal RMA number, starting with a 5 After repair the unit is shipped back to the point of sales Point of sales can contact Mobiletouch Customer Service by mail info@mobiletouch.ch or by phone +41 (0)52 234 03 03 to check the status of the repair.
6.4 Austria: - Once the point of sales verify the unit is defective, should log RMA event via http://disti.mitacservice.com - A login, password and users guide for this system can be requested at mio_at@mio.com - Mio service partner provides pick-up with DPD and return model from point of sale. - Please make sure that the device is packed properly before the pick-up, - Point of sale may track and trace progress of returned product by entering RMA number or product serial number on the website: http://disti.mitacservice.com 6.5 Greece - Ship defect unit together with proof of purchase to: Arvato Teleservice S.A. 226 Athinon Ave. & Kifissou 104 42 Athens - The repair can be tracked on the website : www.teleservice.com - A login can be requested at info-athens@teleservice.com. - The repaired unit will be shipped back with the same courier. 6.6 Nordic - Norway - Once the point of sales verify the unit is defective, they can log an RMA event via www.deltaservice.no - Prior to log service events, point of sales must be registered on above website. If not registered, please send e-mail to glenn@deltaservice.no or call + 47 932 212 41 - Enter RMA request on line - Your unit will be picked up, repaired andf returned by Deltaservice truck or Norwegian post depending on location. - Tracking and tracing is possible on above website. - In case of any questions regarding to website, you can call +47 930 206 46
- Sweden and Denmark - Once the point of sales verify the unit is defective, they can log an RMA event via www.deltaservice.se - Prior to log service events, point of sales must be registered on above website. If not registered, please send e-mail to glenn@deltaservice.no Or by calling + 47 932 212 41 - Enter RMA request on line - Your unit will be picked-up, repaired and returned by Deltaservice truck or Swedish post depending on location. - Tracking and tracing is possible on above website - In case of any questions regarding to website, you can call + 46 43 88 87 6.7 Exceptions - The following customers are coming in batches to Mio Belgium via their head office. o Makro Belgium (Servicecenter Puurs) o Fnac Belgium (Fnac Brussels) o New Vandenborre o Krefel 7 Repair Warranty Mio Technology provides a 90 day repair warranty on repaired products for same failure symptom.
8 Out of Warranty service (OOW) - In case unit is identified as OOW, below repair prices (excluding VAT and Freight charges) are applied in Europe. - Prior to repair, an estimate will be sent out for approval to the person who applied the RMA. - After payment, unit will be returned. - Note : these suggested prices will be updated while new products are introduced. An updated pricelist can be obtained from Mio callcenter.
Change log: May 08: - Added Greek call number June 08: - Added Nordic support - Added Austria details - Updated Swiss details