Service Support Policy 2014-2015

7/21/2019 Service Support Policy 2014-2015

http://slidepdf.com/reader/full/service-support-policy-2014-2015 1/21

Effective: July 1st , 2014

The information contained in this bookletis confidential and is the property of

Topcon Europe Positioning B.V.

This booklet may not be duplicatedin any form, or for any matter

without the expressed written permissionof Topcon Europe Positioning B.V.

or its representatives.



Service & Support PolicyTopcon Europe Positioning B.V.

Effective July 1st, 2014

Page 1

Contents ………………………………………………………………………………………………...1

How to contact us ……………………………………………………………………………….….2

Warranty Statement ……………………………………………………………………………...3

Service after end of production …………………………………………………………....4

Warranty Reimbursement Program (WCA) ……………………………………….….5

Repair by Distributor ……………………………………………………………………………..7

Return Material Agreement (RMA) ………………………………………………………..8

OAF Exchange Order Guideline ……………………………………………………………11

Support cases Tracking ……………………………………………………………………....12

Topcon Support Community …………………………………………………………………13

Topcon Total Care …………………………………………………………………………………14

Product Support & Installation ………………………………………………………..…..15

Topcon Warranty Periods ………………………………………………………………………16

TEP Product Support & Installation Acceptance Form ………………………..17

Return Material Agreement Form (RMA) ……………………………………………..18

Warranty Reimbursement Form (WCA) …………………………………………….….19





Page 2

How to contact us

Topcon Europe Positioning B.V.

Office: Essebaan 11,

2908 LJ Capelle aan den IJssel,

The Netherlands

Postal address: P.O. Box 145,

2900 AC Capelle aan den IJssel,

The Netherlands

Telephone: +31 10 4585077

Fax: +31 10 2844941

Web

General www.topcon.eu

Positioning http://www.topcon-positioning.eu/

Topcon TotalCare Website www.topcontotalcare.com

Webshop http://store.topconsokkia.eu

Outlet Store http://outlet.topconsokkia.eu

Social Media

Facebook Account https://www.facebook.com/TopconEU

Twitter Account https://twitter.com/#!/topconsupport

Email addresses

Product Support [email protected]

Service & Repair Technical Support [email protected]

Complaints & Reporting [email protected]

RMA & WCA requests & information [email protected]

Spare Part /Tool Orders via e-mail [email protected]

Spare Part /Tool / Service Information [email protected]





Page 3

Warranty statement

Warranty on Topcon and Sokkia products and systems

Topcon and Sokkia products and systems are guaranteed against defective material and workmanshipunder normal use and application for a standard period of 12 Months ,This warranty period will be valid unless explicitly stated otherwise as describedon Page 16 of this booklet “Topcon Europe Positioning B.V. General Warranty overview ”.

The mentioned warranty period of 12 Months will take effect from ,- Invoice date from Topcon Europe Positioning B.V. to the Distributor.- Invoice date from the Distributor to the End User.

Claim for Warranty to Topcon Europe Positioning B.V. from Distributor to the End User must beaccompanied with a copy of the Distributor Invoice to End User completed with serial numberof the product.

Warranty term for any Topcon or Sokkia Battery, Charger, Cable, Valve and Hose is 90 days.

Refer to the distributorship agreement for the terms of what is covered under warranty.Please note that ordinary adjustment, shipping costs to and from distributor facility are not covered underwarranty,Instructions for routine calibration are included in the instrument user or instruction manuals and are theresponsibility of the user.Labour or Travel expenses incurred for in-field removal and replacement of MAC components arecovered under warranty .

Defects and damages caused by external influences like dropping, misuse , wrong connection or wrongadjustment are not covered under warranty.

In case of using own components (cables , hoses etc.), Topcon Europe Positioning B.V. reserves the

right to refuse a warranty request , and is not liable for any possible damages as result of using non-Topcon or Sokkia components, this to the sole judgement of Topcon Europe Positioning B.V.

Warranty term after repair or replacement

Any warranty replacement performed by Topcon Europe Positioning B.V. is warranted against defects onparts and workmanship for the original warranty period or 90 days. Any repair, performed by Topcon Europe Positioning B.V. is warranted against defects on parts andworkmanship for a period of 90 days. At the discretion of Topcon Europe Positioning B.V. a permanent replacement unit could be supplied asan alternative for a non-performed warranty repair.

The specification of the replacement unit under warranty will be the same or superior as theoriginal product.The qualifying warranty period for the replacement product will be equivalent to theremaining outstanding balance of the original product , including any related warranty contract extension.

Warranty on Service Parts , Tools and Accessories ,

Service Parts , Tools and Accessories , delivered by Topcon Europe Positioning B.V. to the Distributoris warranted against defects for a period of 90 days.





Page 4

Service after production ends

Products manufactured by Topcon Corporation in Japan

Metal, optical and electronic service parts of discontinued production of all positioning instruments, whichare manufactured by Topcon Corporation in Japan, will be kept available during 5 years.

Products manufactured by Sokkia Topcon Co Ltd in Japan

Metal, optical and electronic service parts of discontinued production of all positioning instruments, whichare manufactured by Sokkia Topcon Co Ltd in Japan, will be kept available duringat least 5 years.

Products manufactured by Topcon Positioning Systems in USA

Topcon Positioning systems will use reasonable efforts to make Technical support availablefor 5 years after end of production for each of their products .Topcon Positioning systems will not guaranty availability of Service parts for the full 5 years and will not

have liability when service parts are un-available at any time and for any reason.

This policy only applies to serialised products manufactured by TPS;TPS has no policy concerning support of products for which TPS does not track serial numbers.





Page 5

Distributor Warranty Reimbursement Program (WCA)

Any authorised Topcon Europe Positioning Distributor with certificated Service technicians iseligible to participate in Topcon Distributor Warranty Reimbursement program.These certified Service providers are permitted to perform the required service at their own facility,and will be indemnified for used Service Parts and spend Labour time,

Defective Parts with value above € 2,00 will be reimbursed after arrival and inspection atTopcon Europe Positioning B.V.To avoid administration and shipment costs Topcon Europe B.V. will not reimburse Parts withvalue below € 2,00 and for this reason it is no need to return them to Topcon Europe Positioning B.V.

Labour will be reimbursed according Topcon / Sokkia Flat Rate tables ,For detailed information , contact Service Support via [email protected]

Procedure to be followed for participation in the Warranty Reimbursement program ,

1. Purchase of necessary Parts at Topcon Positioning B.V. according Topcon/Sokkia Parts list2. Repair the Instrument according Topcon/Sokkia Repair manual and use of official Tools3. Send Warranty Claim form (see page 19 of this booklet) with all required information in

Excel format to Service Support via [email protected] 4. After receipt of WCA number from Service Support , the broken Parts needs to be returned to

Topcon Europe Positioning B.V. with a copy of the WCA form.

A representative from Service Support will contact the applicant if not all required information is addedon the form or if the present information is not correct ,Topcon Europe Positioning B.V. reserves the right to refuse the Warranty Claim when required or correctinformation cannot or will not be supplied by the distributor.

Preconditions for participation

Repair Courses

Distributor have at least one certified Service technician who has completed repair courses and attendsupdate repair courses conducted by Topcon Europe Positioning B.V.For information , contact Technical Service via [email protected]

Tools

Possess of all necessary Test / Repair equipment as recommended by the Topcon Service department.For technical advice , contact Technical Service via [email protected] For Price and Delivery information , contact Service Support via [email protected]

Spare Parts

Maintain stock of Spare Parts as recommended by Topcon Service department .For detailed Spare Parts information like Item numbers , Prices , Delivery time etc. , contactService Support via [email protected]

Manuals

Possess of all necessary Topcon/Sokkia Repair Manuals en Parts Lists ,For information , contact Service Support via [email protected]





Page 6

Defective parts needs to be returned within 10 days after issue date of WCA number and must beaccompanied with a copy of the authorised WCA form .

Topcon Europe Positioning B.V. reserves the right to cancel the claim when the defective parts will notbe returned on time or if these are deviated from parts mentioned on the WCA form .

Reimbursement will take place ,

- In case of Warranty claim with Labour only , within 3 days after issue of WCA number- In case of Warranty claim with Labour and Parts , after receipt of broken parts in the

Warehouse of Topcon Europe Positioning B.V.

Labour for Distributor warranty repairs will be reimbursed according the following rates:

- LAS & SUR products produced by THQ € 65,00 per hour- GPS & MAC products produced by TPS € 65,00 per hour

- Travel expenses for MAC repairs (maximum of 4 hours) € 35,00 per hour(to be used for in-field replacement or repair of MAC components)

Information For General information regarding Warranty Reimbursement Program , contactService Support via [email protected]

For detailed information for a specific warranty claim , contactService Support via [email protected]





Page 7

Repair by Distributor

Repair at Distributor side , warranty or non-warranty , will certainly give an advantage forDistributor and End-user in turn-around repair time of the Instrument and cost reduction forun-necessary shipments.

To stimulate Distributors to organize their own Service facility , Topcon Europe Positioning B.V. offers onregular base Service and Repair training and urges all its Distributors to send their technicians to thesetrainings sessions.For Distributors with certified technicians all required Spare Parts and Service Tools are availablefor purchase at Topcon Europe Positioning B.V.Repair and Parts manuals are available in PDF format at no charge ,

Technical support regarding your warranty and non-warranty repairs is available when you contactTechnical Service via [email protected]

How to Order Service Tools , Parts and Manuals,

Parts / Tools are available by sending an Order to Customer Support via ,

Web-shop: http://store.topconsokkia.eu or

E-mail to [email protected]

Manuals are available when you contact Service Support via [email protected]

Prices for Parts / Tools are available when you contact Service Support via [email protected]

Procedure how to Purchase ,Refer to General terms & conditions as described in Topcon Europe Positioning Distribution contract

Incorrect Delivery

Wrong delivered Items , missing Items or broken Items during transport needs to be reportedwithin 10 days after receipt of the shipment to [email protected]





Page 8

Return Material Agreement (RMA)

Reason for Return could be for the following reason,

- Normal Repair

- Warranty Repair- Dead on Arrival

- Return for Credit

- Replacement

Procedure to be followed by the Distributor for any reason of return ,

1. Send RMA form (see page 18 of this booklet) with all required information inExcel format to Service Support via [email protected]

2. The form will be judged by a representative of the Service department and this employee will

contact the applicant if not all required information is added on the form or if the information isnot correct or not complete.3. After judgement and agreement an authorisation number will be supplied by the

Service Support or Customer Service department.

- RMA-number via return of RMA form in case of Normal repair or Warranty repair ,This number will be supplied by the Service Support department.for questions or information , contact Service Support via [email protected]

- SO-number via an Order confirmation in case of DOA / Return for Credit or Replacement ,This number will be supplied by the Customer Service department ,for questions or information , contact Customer Service via [email protected]

4. After receipt of the RMA / SO authorisation number the unit must be shippedto Topcon Europe Positioning B.V. with a copy of the RMA form or a copy ofthe SO-Order confirmation,RMA / SO number should be clearly marked outside on the carton box.The unit must be shipped within 2 weeks after issue of the RMA / SO authorisation number. After this period the authorisation number will be cancelled and a new authorisation number mustbe requested via [email protected]

Transportation cost related to the RMA procedure between Topcon Europe Positioning B.V. andDistributor are spread as follows,

- Normal Repair : Amount for all shipment cost for the account of the Distributor

- Warranty Repair : Amount for shipment cost for the account of the sender

- Dead on Arrival : Amount for shipment cost for the account of the sender

- Return for Credit : Amount for all shipment cost for the account of the Distributor

- Replacement : Amount for all shipment cost for the account of the Distributor

Standard condition for transportation of Topcon Europe Positioning B.V. is EXW (ex works) ,Capelle aan den IJssel, the Netherlands.





Page 9

*** Return for Normal RepairIf the unit is out of warranty , the repair will be proceed as normal repair ,Used parts and spend Labour will be charged to the distributor,

Price Quotation in case of normal repair will be made on distributors request and when this request ismarked on the RMA-form,The price quotation is the best estimate and could change for any reason,

If the best estimate exceed more than 20% of the original quotation, a representative of the TechnicalService department will contact the distributor before proceeding the repair.If the distributor does not accept the estimate , the unit will be returned un-repaired and the distributorwill be charged with 2-hours Labour cost for investigation , administration and handling.

Validation of price quotation is 30 days and without response from the Distributor the unit will bereturned un-repaired and will be charged with 2-hours Labour cost for investigation , administration andhandling.

No Price Quotation will be made unless specially requested on the RMA-form ,With estimate repair price below 360.00 Euro the repair procedure will proceed without permission of thedistributor,

For information regarding Normal repair and Price quotation for specific RMA request , contactTechnical Service via [email protected]

*** Return for Warranty RepairIf the unit is under warranty as stated in the Warranty overview (See page 16 of this booklet) andthere has been a production related problem , the repair will be done under warranty without chargeof labour and parts.If the representative of the Technical Service department does not find a production related problem butdamage because of dropping , misuse or other reasons as described in the Warranty statement , the unitwill not be repaired under warranty but threated as normal repair and a quotation will be send to thedistributor.

For questions or information , contact Technical Service via [email protected]

Accessories included in returned Instruments for repair need to be mentioned on the RMA form,Topcon Europe Positioning B.V. will not liable for missing accessories if these are not clearly mentionedon the form,

For information regarding Warranty repair for a specific RMA request , contactTechnical Service via [email protected]





Page 10

*** Returning a Dead on Arrival (DOA)

If a new delivered Item (Instrument , Spare Part or Tool) is found defective within 4 weeks after receipt by the distributor and before delivery to the end user, it is assumable that this Item is supplied defectiveby Topcon Europe Positioning B.V.The defective Item can be returned to Topcon Europe Positioning B.V. and equivalent Item will beshipped to the distributor as soon as possible ,

DOA Item need to be returned in original condition with original carton box or packing and without anydamage ,SET or KIT needs to be returned complete with all components included in original packing ,

Topcon Europe Positioning will not accept arrival in other condition and will proceed as follows,

- Return back the damaged / incomplete Item or Kit to the distributor without issue of Credit or

- Providing recovering service for Item or Kit and send Invoice with cost for damage ormissing accessories to the distributor.

Alternative when the distributor prefer not to return the whole Set or Kit but only the brokencomponent , is to use the Warranty Repair procedure via RMA request ,

These DOA repairs under warranty will be handled with priority by the Technical Service,

For info about these repairs , contact Technical Service via [email protected]

*** Returning an Item For Credit

If the distributor want to return an Item for credit there might be a proper reason to do this ,Before agreement the request will be judged by a representative of Topcon Europe Positioning B.V. whowill contact the distributor if there are any doubts about the request ,

Topcon Europe Positioning B.V. reserves the right to charge 20% re-stocking fee as compensation forhandling and administration cost when the reason of return is a consequence of wrong Ordering or otherobstruction by mistake of the distributor.

Making Own Components

Making own components could be an advantage as alternative for cables and/or brackets produced byTopcon ,

Topcon components are designed for maximum performance of the total system and when replacing

them by non-Topcon alternatives can be cause of malfunction in the system .

Topcon Europe Positioning B.V. reserves the right to refuse any warranty claim and will not liable for anypossible damages because of using non-Topcon components.This is to the sole judgment of Topcon Europe Positioning B.V.





Page 11

OAF Exchange Order Guideline

Please send all your password and code requests to: [email protected]

Make sure that you always use the correct latest version of PC-CDU software or TRU software, whichyou can find on the DSS.

GNSS permanent or temporary filesFor Temporary Options please mention in your E-mail the receiver, serial number and the receiver ID,the period of time of 1, 3 or 6 months and the necessary options.For permanent files please mention your purchase order number, the receiver, serial number and theReceiver ID and our part numbers, which you can find in the price booklet GPS.

GNSS Board Replacement

Please mention in your E-mail that you need a new file due to a board replacement.Provide us the PC-CDU report of the new board in the latest version PC-CDU or TRU and the serialnumber of the receiver and the necessary OAF options with their part numbers.

Un-working FilesFor the OAF files, you received from us, which are not working properly, please mention the errors andattach a PC-CDU report in the latest version of PC-CDU or TRU.

TopSURV Codes

Please mention in your E-mail the controller type, the serial number, the Key value and which TopSURVmodules are required, your Purchase order number and our part numbers, which can be found in theprice booklet GPS.

Password Codes

Password codes are the most complicated ones for us to figure out when to invoice or not. Please use

our part numbers and provide the used software version.If 3D Office, 3DMC, Pocket 3D or other password codes are required and are a part of a Kit, pleasemention in your E-mail that it is a part of a kit and please mention also the invoice number you receivedthe kit with.

If your computer has crashed and new password codes are required please mention in your E-mail thenew Device ID and the old Device ID with old codes.

3DMC Simulation codes are free of charge and there is no part number available.For all other purchase-able password codes please mention your purchase order number and our partnumbers.





Page 12

Support Cases Tracking

Introduction

Our support tracking is based on Salesforce. Salesforce is basically an incident managementapplication. Salesforce is a web based. Track and Trace incidents, Knowledge Base Articles.

Salesforce basics

You can send your support related question by email to the following addresses :

o Geomatics & Construction support [email protected]

o Service & Repair support [email protected]

• Your request is converted into a Salesforce Case with tracking number.

• Your Salesforce Case is assigned to a support specialist depending on the specific topic.

• You will receive a Notification email which includes the Case Number.

• You can send a reply to this Notification e-mail. Make sure the "Ref" section in the subject is notdeleted, AND put [email protected] in the to or cc of your email correspondence.

• All support communication is done in Salesforce. And not from support group members personalmailbox. To ensure all communication related to your Incident is collected together under oneticket.





Page 13

Topcon Support Community

Introduction

The next step in the Support communication with TEP is done by a “Support Community” portal. This isfunctionality within our Salesforce environment. You need to request your login credentials first [email protected]

The link to the portal: https://topconcommunity.force.com/customers/login

Below are described the 4 features that we currently offer on this Community :

Chatter

This is the “Home” tab in which you will enter the Community when logged in. With this Chatterfunctionality you can directly get in contact with other members of the Support Community which are /will be other Support people within the Topcon Sokkia Distribution network in Europe as well as the TEP

Support group.

Knowledge Base

You have direct access to our Knowledge Base to lookup solutions for issues you are encountering. Weencourage you to review the Knowledge base before submitting Cases. If you find an Article helpful, youcan rate it. This way, we can improve the quality of the Knowledge Base. From existing Cases, you willalso be able to search the Knowledge Base directly.

Q&A

This Questions and Answers Tab enables you to ask Questions to the Community. Other members mayhave answers already to your Questions. You will also be able to Answer Questions of other Communitymembers. When submitting a Question, the Community will look for similar Questions / Answers andKnowledge Base Articles which might help you right away.

Cases

You can access all Cases related to your Company including the non-support related (Like Complaints). Also, you can submit Support Cases through this Community which are directly assigned to the EUSupport Group. Separate views are available to check Open and Closed Cases.





Page 14

Topcon Totalcare

Introduction

Topcon TotalCare is the global single source for support and training information.

Support areaSupport is a main category under TotalCare.Following location http://www.topcontotalcare.com/en/support/ The most recent software, firmware, manuals and guides will be listed under the Support main page.Recent post updates are always on top, if you need more files, simply click on the “More” button.

Product PagesUnder Hardware and Software you find appropriate product pages for each product. The followingsections are available per product:Overview / Specifications / Manuals / Downloads / Training / Sales / Support

AboutTopcon support staff know who they are working for you, the customer. With that in mind, we like to usethe following definition: "Customer Support is a function of how well an organization is able to constantlyand consistently meet and indeed exceed the needs of the customer.http://www.topcontotalcare.com/en/about/

Corporate Events All information on Corporate Events like GeoXperience and MC Xperiences, you can find full data onfollowing page. http://www.topcontotalcare.com/en/programs/corporate-events/

Training SessionOne of the most value able content of TotalCare is the training area.http://www.topcontotalcare.com/en/training/

Getting accessIf you are a “new” user of this website please use your email address and password. You can chooseyour own preferred password using following link: http://www.topcontotalcare.com/login The first time you login you will have to complete user information.If you would like any further information related to this, please don't hesitate to contact us [email protected]

Feedback

At TEP Product Support, we work passionately to aim to deliver a total quality experience that meet ourcustomers’ expectations and therefore your feedback is important to us. If you would like to comment onthe TotalCare website or any Technical Support issue, please provide us feedback. Please check theFeedback area under following link: http://www.topcontotalcare.com/en/support/





Page 15

Product Support & Installation

Topcon Europe Positioning B.V. offers comprehensive support and installation packages thanks to thespecialists we have available. The Product Support Group can be contacted via the known emailaddresses and phone. In addition, our specialists can also be requested to travel to dealers and / or

customers for onsite Topcon system installation, support or training.

You will have to apply for an installation and support requests in good time. We need enough time tomake travel plans and arrange materials and goods to be on the jobsite. To assist with this, please printoff and complete the “TEP Product Support & Installation Acceptance Form”. You can find this form onthe next pages. Please complete this form with description of the required work to be done, cost of theinstallation / support visit, contact information, etc. By signing this proposal Acceptance, you agree to theterms and the cost.

Product Support & Installation Prices

Item Code Description Price (€)

A750021 Travel time (per hour) 40.00

A750022 Travel by car (per km) 0.50

A750023 Product Training & Installation (per hour) 85.00

A750024 Product Training & Installation (1 day) 750.00

A750029 Flight & Parking cost Actual cost

A750030 Hotel cost Actual cost

A750031 Travel (Flight, train, parking) cost Actual cost

A750032 Installation parts Actual cost

NotesCosts for multiple days training will be calculated at the daily rate shown above, for instance, a three daytraining session will cost 3 x €750 = €2250 (excluding transport & accommodation if relevant)Product support & installation charges are exclusive of flight costs and hotel accommodation; thesecosts will be charged separately. Prices are subject to change without prior notice and are effective April1st, 2014, quoted Ex-Warehouse Capelle a/d IJssel, EC-Duty INCLUDED.





Page 16

Topcon Sokkia Warranty Periods for End Users

Product Line Sold from 01/01/2011

Surveying 12 months

Topcon Lasers 60 months

Line Lasers 12 months

2LS Series 12 months

GPS 12 months

Machine Control 12 months

IP-S2 / GLS Series 12 months

Accessories 3 months

Dead on Arrival 1 month





Page 17





Page 18

LAS SUR GPS MAC

1 3 5

2 4 6

---> < YES < NO

--->

--> 12 24 36

-->

--->

--->

--->

---> --->

---> --->

Invoice Date / Number :




Price Quotation:

Extended Warranty: Months

Invoice Date Dealer > Enduser:

Salesforce case Number --->

Problem Description

Date :

Send RMA Form to: [email protected] Use One RMA Form per Unit

Other

Combined with regular shipmentUPS

How Tested

Retour Shipment

Reason for Return

Replacement

Return for Credit

Date RMA request Instrument

Distributor Name

Item Number

Return Material Form

RMA :

Dead on Arrival

Dealer Information Unit Information

Distributor Reference

Normal Repair

Accessory Spare Part

Accessories included

E-mail address

Delivery address

Contact Person Item Description

Serial number

Serial Instrument in case

of an Accessory.

Value for Customs

Include Invoice

Warranty Repair





Page 19

LAS SUR GPS MAC

12 24 36

Qty

Send WCA Form to: [email protected]

WCA :

Warranty Claim Form

Serial Number

Item Number

Dealer Information Unit Information

Distributor Name

Use One WCA Form per Unit

Date :

Date WCA request

Item Description

Distributor Reference

Service Date

Service Performed

Invoice Number TEP > Distributor

Value for Customs:

Contact Person

Defective Parts with value below 2 Euro will not be reimbursed and don't need to be mentioned in Parts table

Problem Description

Broken Parts replaced

Warranty Information

Invoice Date TEP > Distributor

Invoice Date Distributor > Enduser

Warranty Claim need to be send to Topcon Europe Positioning B.V . within 10 Day's after Service Date ,

Partnumber

New Parts used

Partnumber Serial No:

Defective Parts needs to be returned to Topcon Europe Positioning B.V. within 10 Day's after WCA date.

WM103 Traveling Time (Maximum 4 hours for MAC only)

Part Description Serial No:

Extended Warranty -->

Months -->

----> Invoice Distributor - Enduser need to be included

Labour

Flat Rate Code Flat Rate Description Hours



©2014 Topcon Europe Positioning B.V.

All rights reserved.

TOPCON EUROPE POSITIONING B.V.

Essebaan 11

2908 LJ Capelle a/d IJssel

The Netherlands

Phone: 31-(0)10 - 458 50 77

Fax: 31-(0)10 - 284 49 41

E-mail: [email protected]

http: //www.topconsokkia.eu

Product & Service supportTo assure that your Topcon/Sokkia

product maintains peak perform-

ance, your local Topcon/Sokkia

dealer offers factory trained certified

service technicians. And just in case

service assistance isn’t available in

your area, our Europe wide network

of Topcon/Sokkia offices, offer

repair and return service policies

second to none.

Its all about Service

The Service & Repair department of Topcon Europe Positioningis a team of dedicated and certified professionals that ensures

all of Topcon’s and Sokkia’s instruments and solutions perform

according to international standards, and continue to deliver

peak performance at all times. From checking lasers accord-

ing to ISO-norms to repairing Total Stations, Topcon and Sokkia

Service and Repair specialists help the customer get (back) to

work. Quickly and efficiently.

Besides this the department helps Distributors and Dealers to

set up their own Service and Repair departments with factory

trained and certified service technicians. The Service and Repair

department offers a wide range of intensive training programsto achieve this. Acting as a service intermediary between Topcon

Europe Positioning, Distributors and Dealers the Service Depart-

ment guards product quality throughout the European network.

By making sure our local representatives are able to repair all

instruments and solutions in their own workshop we guarantee

that everywhere across Europe customers can depend on the

same high level of service and customer care. Besides this, good

advice on service tools and optimal spare part delivery will also

help in making the local Service and Repair Departments be-

come true Topcon and Sokkia specialists. It is our goal to make

sure that Dealers can always reach our support department witha problem, be it by telephone or by e-mail.

From local level to Europe wide: Its all about service.

INTERNATIONALTOPCON & SOKKIA

Service Support Policy 2014-2015

Documents

Transcript of Service Support Policy 2014-2015