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Willing to bring to its customers a very high quality of service, TXCOM integrates its own after-sales structure. A skilled technical team ensures the maintenance of the ID systems (laser scanners, industrial PCs, hand held terminals, etc.) and the supply of related consumable items.
The TXCOM devices are currently guaranteed for one year (pieces and labour), workshop return, from the delivery date. During the guarantee period, the faulty materials are repaired within 10 (ten) working days on average (without transport). After the guarantee period, the faulty materials are repaired within 20 (twenty) working days on average, except if the customer subscribed a maintenance contract, as defined below.
The failures or breaks caused by abnormal shocks or crashing, are excluded from the scope of the guarantee and are always subject to an estimate. The time necessary to set the estimate, and to accept the estimate, has to be added to the repairing time.
In order to make the maintenance of its customers' equipments easier, in terms of unavailability time for the devices and of cost reduction, TXCOM offers three different types of maintenance contracts:
STANDARD MAINTENANCE CONTRACT : covers the failures and the repairing terms
Repairing under 5 (five) working days from the device receipt in TXCOM premises. The failures are covered by the contract except the breaks which are still charged to the customers (breaks are invoiced component per component, without any additional charge ; each month, a detailed global invoice is made out for all the breaks of the month). Besides, the maintenance contract entitles the customers to get discounts on the spare parts and the batteries, for maintenance as well as for any further purchase, and to access to TXCOM Hotline services.
SERVICE MAINTENANCE CONTRACT : covers the repairing terms
Repairing under 5 (five) working days from the device receipt in TXCOM premises. The repairing of breaks and failures are charged to the customers, but they are invoiced component per component, without any additional charge; each month, a detailed global invoice is made out for all the repairing of the month. Furthermore, the maintenance contract entitles the customers to get discounts on the spare parts and the batteries, for maintenance as well as for any further purchase and to access to TXCOM Hotline services..
EXPRESS MAINTENANCE CONTRACT : covers the failures at D+1
Putting the device at the customers' disposal at D+1, the device being configured according to the customers' own needs. On a simple call before 12.00 a.m., TXCOM commits to ship the device by express transport the same day and at its own expenses. On receipt, the customer sends back the faulty device to TXCOM at his (her) own expenses. TXCOM will repair and keep the device on the shelf with the aim of a new standard exchange. The failures are covered by the contract except the breaks which are still charged to the customers (breaks are invoiced component per component, without any additional charge; each month, a detailed global invoice is made out for all the breaks of the month). Besides, the maintenance contract entitles the customers to discounts on the spare parts and the batteries, for maintenance as well as for any further purchase and to access to TXCOM Hotline services.
PREVENTIVE VISITS ON SITE
TXCOM can offer to customers who are interested in it a preventive maintenance consisting of periodic visits of a technician on site. These visits are planned between TXCOM and the customer. TXCOM technician checks that all the equipments are operational (radio network, portable and vehicle-mounted devices). He gives advice to the operators in order to get an optimal use of the equipments. He draws up a report on his visit and writes down a list of advice.
Customers who have subscribed to a maintenance contract get preferential rates for the preventive visits.
If you are interested in getting more information about the maintenance contracts and preventive visits, you can contact : contact@txcom.com.
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