Sharp GENERAL (serv.man7) Handy Guide ▷ View online
7.0
Distributors Nominated Dealer Service Standards
.
It is the Distributors responsibility to ensure that their nominated Dealers are capable of providing a
high standard of service to their customers. Therefore, the Distributors nominated Dealer must be
capable of providing the following support.
high standard of service to their customers. Therefore, the Distributors nominated Dealer must be
capable of providing the following support.
7.1
Product Specification, inform prospective customers of the product specification as
defined in Sharp literature.
defined in Sharp literature.
7.2
Product Maintenance Agreements, detail additional warranties or guarantees
offered to the customer. This should be inclusive of warranty exclusions such as
customer neglect, the dealers hours of business, service response, contact
information, sales, order process, service and training.
offered to the customer. This should be inclusive of warranty exclusions such as
customer neglect, the dealers hours of business, service response, contact
information, sales, order process, service and training.
7.3
Installation & Commissioning, ensure that the Dealer can install, commission and
train the operators on the product as defined in Sharp technical documentation.
train the operators on the product as defined in Sharp technical documentation.
7.4
Maintenance, must be capable of performing routine service and fault diagnosis and
have the ability to fit technical updates as issued by the Distributor.
have the ability to fit technical updates as issued by the Distributor.
7.5
Safety, perform service functions in a safe manner and undertake safety related
checks on the product. In addition provide safety information such as Material Safety
Data Sheets on consumable items used by the customer.
checks on the product. In addition provide safety information such as Material Safety
Data Sheets on consumable items used by the customer.
7.6
Service Control System, demonstrate their capability in the recording and
controlling of service calls, eg, record date of call, caller, model, serial number, call
type (service, consumable request, fault, description of fault, time call allocated to
engineer, time call cleared, parts fitted).
Additionally the dealer must be capable of producing service statistics to demonstrate
that it is capable of meeting contractual obligations undertaken.
controlling of service calls, eg, record date of call, caller, model, serial number, call
type (service, consumable request, fault, description of fault, time call allocated to
engineer, time call cleared, parts fitted).
Additionally the dealer must be capable of producing service statistics to demonstrate
that it is capable of meeting contractual obligations undertaken.
7.7
Spare Parts - the Dealer must maintain adequate stocks to ensure that their Return
To Fit Ratio of less than 15%.
To Fit Ratio of less than 15%.
Sharp Technical Web-Site
What is it and what can it do for my company?
Sharp Technical Web-Site (www.Tradenet.Sharp.co.uk/Tech), is able to give Sharp
dealers information about Sharp Business Products.
Retrieve the latest files and data for use with Sharp Equipment.
View the latest technical bulletins issued by the Sharp Technical support department.
dealers information about Sharp Business Products.
Retrieve the latest files and data for use with Sharp Equipment.
View the latest technical bulletins issued by the Sharp Technical support department.
What do I need to access it?
Intenet Access
User Id
Password
User Id
Password
What happens when I connect to the Sharp Technical Web-Site
When you are connect to the Sharp Technical Web-Site web-site
www.Tradenet.Sharp.co.uk/Tech
you will need to select Retail Systems and input your User Id and Password. This will take you to
the main Retail Systems menu where you can select either ECR or EPOS.
the main Retail Systems menu where you can select either ECR or EPOS.
SHARP
ELECTRONICS (U.K.) LTD
PARTS CENTRE POLICY
1.
Aims
i
To provide our customers with a fast, reliable and comprehensive spare parts service.
ii
To resolve difficulties promptly and courteously.
iii
To endeavour to ensure that end users are not inconvenienced by lack of, or delays
in supplying parts.
in supplying parts.
2.
Methods of Ordering Service Parts
Service parts are sold to Account holders only.
Orders can be placed by any of the following methods:-
Orders can be placed by any of the following methods:-
i
Internet Address https://www.sharp.co.uk/spares
- for further details contact Service Administration
0161 204 2569
ii
Facsimile
-available 24 Hours per day 7 days per week
0161 203 4818
iii
Post
-To Sharp Electronics , Manchester
iv
Telephone
-available Monday to Friday 9:00 to 17:00
0161 205 7531
GENERAL ENQUIRIES
i
Telephone
0161 205 7535
ii
E-mail
-PARTS.CENTRE@sharp-uk.co.uk
3.
Delivery
Valid orders received before 16:15 hours (Intranet 16:30 hours) are despatched the same day
carriage paid, either by first class post or a next working day delivery service. If you have not
received your order or our acknowledgement, within 3 working days, please let us know.
carriage paid, either by first class post or a next working day delivery service. If you have not
received your order or our acknowledgement, within 3 working days, please let us know.
4.
Shortages and Damage
PLEASE DO NOT RE-ORDER ON A CHARGEABLE BASIS.
Shortages and Damage in Transit must be notified within 3 days of the despatch date.
Despatch Note Numbers must be quoted, if available.
Claims for items invoiced but not delivered must be made within 3 days of
invoice date.
invoice date.
Consignments delivered in a damaged condition, may become the subject of an insurance
claim, and should be retained in their original packing until Sharp or its Agent has had an
opportunity to inspect them.
claim, and should be retained in their original packing until Sharp or its Agent has had an
opportunity to inspect them.
5.
Cancellation of Order
i
Back Order items may be cancelled at any time unless we have already despatched
them to you or they were specially ordered for you.
them to you or they were specially ordered for you.
ii
Sharp will not normally agree to cancel accepted orders if they have been processed.
In unusual circumstances, cancellation may be accepted, but will incur a re-stocking
charge
In unusual circumstances, cancellation may be accepted, but will incur a re-stocking
charge
continued/.......
6.
Return of Service Parts
Sharp will not normally accept back correctly supplied parts. In unusual circumstances, return
may be accepted,
may be accepted,
, but will incur a re-stocking charge. If agreement is
reached, you will be issued with a returns reference number, this must be quoted on the
outside of the parcel you are returning. All details regarding the return have been logged
against this reference number.
outside of the parcel you are returning. All details regarding the return have been logged
against this reference number.
ANY PARCELS RECEIVED WITHOUT A RETURNS REFERENCE NUMBER
WILL NOT BE ACCEPTED. THESE CONSIGNMENTS WILL BE RETURNED TO
SENDER BY RECORDED CARRIER.
7.
Progressing Spares Orders
When making enquiries concerning a spare parts order please try to have the following
information available:
information available:
ACCOUNT NUMBER, ORDER NUMBER, PART
NUMBER,DESCRIPTION OF PART, MODEL NUMBER and if possible the S.U.K Reference
Number from our delivery note.
Number from our delivery note.
8.
Continuity of Supply
Sharp guarantees the availability of service parts for the following periods from the date
of final production of the product. These are minimums and we would always do our best to
of final production of the product. These are minimums and we would always do our best to
supply outside these periods.
Cosmetic Parts
1 Year
Mechanical/Electrical Components
5 Years
Electronic Components
7 Years
Dependent on type of product manufactured as of 1999 the parts availability is:
Cosmetic Parts/Printed Literature
1-3 Years
Framework Parts
3-5 Years
Performance Mechanical/Electrical
7 Years
9. Printed Circuit Boards
Replacement Printed Circuit Boards are not normally available for Consumer Products.
P.W.B.s are repairable to component level.
P.W.B.s are repairable to component level.
10.
Parts Prices
All parts are chargeable.
every effort will be made to give customers reasonable notice of any such change.
All Orders with a value of less than £20.00 are subject to a £2.50 minimum order charge.
11.
Payment
Payment must be made within 30 days of invoice (see full terms and conditions of sale on
back of Despatch Note and Invoice).
12.
Service Manuals and Technical Data
D & G
Tel: 01282 419805
Martin Street,
Fax: 01282 419807
Burnley, Lancs.
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