Repair procedure IER Singapour / Asia Pacific

STANDARD PROCEDURE TO RETURN A FAULTY DEVICE FOR REPAIR

I - RETURN AUTHORIZATION (RMA) NUMBER
Before sending back the defective printer to IER Pte Ltd Singapore, the customer has to request a Return
Authorization number (RMA) from the Service Manager.
Please contact Eric GERMAIN or Martin LEE at:
IER Pte Ltd - Singapore DID: (65) 275-28-24
Tel Warehouse: (65) 275-78-56
Hp: (65) 96-42-02-77
Fax: (65) 271-55-63
E-mail address:
Remarks:
1- All deliveries of printers to IER for repair must be accompanied with a RMA number.
2- If a faulty is repaired once, and sent back a second time for another repair, another RMA number has to be issued.
3- IER will not be responsible for any loss or damage of any equipment or part returned without any RMA number.
II - SHIPMENT BACK TO IER PTE LTD
The customer sends the faulty printer in its original packaging back to IER Pte Ltd, using a door-to-door delivery
service, mentioning the RMA number on all the shipping and invoicing documents.
The faulty has to be delivered back to IER Pte Ltd to the attention of the Service Manager to the following address:
IER Pte Ltd
298 Tiong Bahru Road, #02-06
Central Plaza
SINGAPORE 168730
Remark : IER will not be responsible for any loss or damage, nor bear the customs clearance charges for any
equipment not returned via door-to-door.
III - SERVICE CHARGES
On receipt of the faulty printer within IER Pte Ltd' premises, the engineer in charge of the repair will
check, repair, clean and test it.
According to the repair done, the Service Manager will issue an estimate and send it to the customer.
Depending on cases, the repair will be billed to the customer as follows :
III-1- For Printers neither under warranty nor under any maintenance contract, the current listed prices of spare parts
and labour will be applied:

Handling charges: USD 15.00 (SGD 25.00),

Spare parts replaced according to the current tariffs' list.
Labour charges according to the formula:
number of hours spent on repair x hourly labour rate
Hourly labour rate = USD 90.00 or SGD 150.00.
Shipping charges: delivery costs and risks, back and forth, between customer's country of origin & IER Pte Ltd
Singapore (under DDP conditions, Incoterms ICC 1990).
Packaging charges if printer was received without its original packaging

III-2- Upon request, a maintenance contract can be negotiated, and the customer will be billed as follows :

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Set price according to the maintenance contract conditions.

Shipping charges: delivery costs and risks, back and forth, between customer's country of origin & IER Pte Ltd
Singapore (under DDP conditions, Incoterms ICC 1990), to be borne by the customer, unless other conditions
negotiated as per the maintenance contract.

III-3- Printer under Retrofit or OBF (Open Box Failure)

Nothing is invoiced to the customer.

III-4- If the printer is under warranty, the following charges will be applied :

Shipping charges:
* Delivery costs and risks to IER Pte Ltd premises in Singapore shall be paid and borne by the customer
(under DDP conditions, Incoterms ICC 1990).
* Delivery back to the customer's premises will be at the expenses and risks of IER, to the exclusion of import
duties (under DDU conditions, Incoterms ICC 1990).

IV- ESTIMATE APPROVAL / DELIVERY TIME

Within a standard lead time of 2 weeks, and once the estimate is formally accepted by the customer (by return fax
duly signed), and the Purchase Order is received, IER Pte Ltd sends the repaired printer back / door-to-door to the
customer along with all related shipping and invoicing documents.
Kindly notice that if the Estimate is rejected, Inspection Fee of U$ 180.00 will charge by IER.
Remark:
- Shorter delivery time can be applied subject to prior arrangement.

V- STANDARD PAYMENT TERMS

The standard payment terms are prepayment. Payment is to be made by bank transfer ONLY to the following
beneficiary:
IER PTE LTD
and to the following account:
Banque Nationale de Paris
20 Collyer Quay - Tung Centre
Singapore 049319
USD A/C: 50-036257-001-85-USD
or
SGD A/C: 01-036257-001-39-SGD
Shall you need any additional information or clarification, please feel free to contact us, and we will be pleased to
assist you.
Thanks for your interest in IER.
Best regards,
Eric GERMAIN
Service Manager
IER Pte Ltd Singapore
E-mail: egermain@ier.com.sg
Web site: www.ier.fr
Validity: until 31st December 2004
Procedure no. VM/SD101 1 04/27/04

Copyright IER 2004 All rights reserved -

Copyright IER 2004 All rights reserved -