Service Manual
Contents
1. outside the warranty period Refresh on Demand does not entitle the customer to further warranty claims You can upgrade the service level on a warranty at any time during the active service period Repair amp Return Care for example from Care to Care Gold The unit has to be working at the time of the upgrade It is not possible to upgrade a defective unit Further provisions e With a warranty upgrade the period of the warranty remains unchanged e Regardless of the time of the upgrade the full annual upgrade fee is always invoiced retroactively from the start of the warranty to Its end Warranty extension A warranty can be extended during the active warranty period or within the first 365 days after the warranty expires Care amp Care Gold The unit has to be working at the time of the upgrade You do not have to send the unit to us It is not possible to upgrade a defective unit Outside the existing warranty agreement but within 365 days of its expiration the shortest possible extension is two years Standard warranty The standard warranty is the level detined by Orderman at delivery For an overview refer to pages 10 and 11 FURTHER SERVICE PROVISIONS Warranty period The length of the warranty period depends on the Orderman product The warranty starts on the day when the product Is delivered OBF Out of the Box Failure OBF stands for Out of the Box Failure Units that are found to be defective withi2. Care amp Care The No Hassle C Care amp Care The No Hassle Guarantee gt amp Care Gold The No Hassle Guarantee ORDERMAN Care amp Care The No Hassle Guarantee UNIQUE ORDERMAN SERVICE PRODUCTS In this manual you ll find everything you need to know about Orderman s extensive service portfolio Our services go beyond simple repairs With the Orderman Care amp Care Gold service products you ll protect yourself and your customers over many years against unplanned breakdowns and expensive repairs Care amp Care Gold is Orderman s all inclusive no hassle warranty that covers all defects including wear and tear on parts Compared to conventional repair models Orderman Care amp Care Gold can help you reduce return rates by two thirds How does the warranty work Care amp Care Gold is based on a refurbish approach in which we not only replace defective parts but also overhaul the product entirely swapping out older parts and the unit s appearance The Orderman repair team not only replaces defective parts but swaps out all parts that have reached 50 or more of their service life touchscreen display MSR that has a cosmetic flaw or damage that are no longer up to date in terms of their security status In addition to the hardware repairs we also upgrade the firmware drivers and look of the unit as part of the Care amp Care Gold refurbishments With Care Gold you ll benefit alongside all t
3. des units without an identifiable defect defects in applications or software improper calibration mechanical or electronic damage from a fall heat fluids or similar factor WHAT IS COVERED BY ORDERMAN SERVICE PRODUCTS CARE amp CARE GOLD Mechanical and electronic defects due to extraordinary events e g fire earthquake flooding war The intentional destruction of the Orderman reserves the right as necessary product and any resulting mechanical and to charge the customer for repairs electronic defects if similar or the same defects occur repeatedly or with reasonable suspicion of abuse of Orderman services FOR WHAT PRODUCTS IS CARE amp CARE GOLD AVAILABLE Item Standard warranty Care Gold max Refresh on Care Group Name Years Type extension Demand Again to in years Care Gold Care Gold Care Gold Care Gold Care Gold Care Gold Care Gold Care Gold p Care Gold Care Gold Care Gold Care Gold Sol family all models NCR Orderman7 all models Service Station NCR Orderman7 i Handhelds Multi Service Station NCR Orderman7 Handhelds accessories Sol charging station Sol service station Sol dual charger NCR Orderman Basisstation4 Base Station 3 Orderman Radio Router2 Router light2 L External Ordercard Reader2 Columbus 7OOR i Standard Columbus 500 Standard Columbus 300 Standard H Care Care Care X J Care POS systems N3000 Hospitalit
4. he advantages of an advance exchange unit from being able to help your customers in an emergency get out of trouble amazingly fast Take advantage of Orderman service products to gain a competitive edge You can read more about this service on the following pages SCOPE OF SERVICES AND CONDITIONS OF ORDERMAN SERVICE PRODUCTS Concepts Care Gold Upfront price Advance exchange service R amp R Repair amp Return Details All the defective parts are replaced as well as worn parts such as the housing and touchscreen to give the refurbished unit a new look The unit is sent in repaired and refurbished and is then returned i e no new units Care Gold covers all services from Care In addition dealers are entitled to a refurbished advance exchange unit of the same model The defective unit is returned to Orderman at the latest after receiving the advance exchange unit An especially good value for you is the upfront purchase of the maximum warranty period When you purchase your product select Care Gold with the longest possible term and save up to 10 e Handhelds and handheld accessories available with max five years upfront e POS systems available with max six years upfront Advance exchange free of charge is available only for products with a Care Gold service level If a product covered by Care Gold is replaced in advance the remaining warranty transfers to the advance exchange unit alongside the original wa
5. ional 3 year extension Delivery date Possible time period for extension Standard warranty 01 01 2013 01 01 2014 01 0192015 i 31 12 2015 01 01 2017 01 01 2018 i l i l 15 04 2015 l i Upgrade and extension i 01 01 2013 31 12 2017 Graphic for Example 2 Columbus Example 3 advance exchange service The unit with serial number A1 was purchased on January 1 2012 and was covered by Care Gold until January 1 2014 e On December 31 2013 an RMA was created for the unit due to a defect and it was exchanged for a unit with serial number B2 The B2 unit is now covered by warranty until January 1 2014 e No further warranty period is added for B2 because this unit counts as a repair unit for A1 e In the unlikely case that B2 breaks down on January 2 2014 no further warranty coverage Is available despite its short service life in the field WHAT DEFECTS DO THE ORDERMAN SERVICE PRODUCTS CARE amp CARE GOLD COVER Functional defects Application defects Functional defects include loose or broken off electronic components as well as faulty ports circuit boards processors touchscreens and power supplies etc Regular use covers signs of wear and tear such as a worn touchscreen or decline in brightness for the backlighting of the LCD panel Care amp Care Gold cover wear and tear on parts Defects that are not directly attributable to hardware are also covered by the Care model This inclu
6. n the first 60 days of use are designated OBF If this occurs the customer receives an entirely new advance exchange unit Warranty extension further provisions and examples e After 365 days trom the end of a warranty it is not possible to purchase a conventional warranty extension Note For this scenario use the Care Again service e The new warranty end date is based on the original warranty end date not the date the extension was purchased see example 1 e The extension is applied to the current warranty level An extension can be added either with the same warranty level or in combination with an upgrade to Care amp Care Gold Example 1 Warranty extension The standard warranty for a Sol unit expired six months ago The dealer decides on a two year extension Because the extension on the unit is still within the one year period after the warranty s end a two year period is added and billed with an annual flat fee As a result the next year and a half will be covered by warranty for the unit Example 2 Warranty Upgrade see graphic The customer wants to upgrade the warranty on a Columbus300 under Care2 to a Care5Gold warranty First a service level upgrade has to be performed This increases the status to Care Gold Next the warranty is extended by three years 2 years Standard 3 years extension 5 years total warranty period The customer s invoice in this example will include a service level fee and the addit
7. rranty date and the warranty is linked to the relevant serial number of the exchange unit The exchange has no impact on the original warranty date Advance exchange units can be purchased from Orderman in specific quantity at a special price The quantity available depends on the product and model The unit is repaired and only the defective parts are replaced The unit that was sent in is repaired and returned i e no new units Care Again Refresh on Demand Warranty upgrade With Care Again you can renew a warranty on a unit that has been out of warranty for more than 365 days There is no time limit on applying Care Again Care Again includes a complete refurbishment of the unit and a renewed warranty period of two years starting on the Invoice date based on the original standard warranty Extensions and upgrades are also available Please also send the unit to the Orderman help desk according to the RMA process regardless whether it is defective or working Refresh on Demand allows you to easily put a new shine on working Orderman products With this service all visible parts that are broken or damaged are replaced Conditions for Refresh on Demand service The unit has to be in 100 working order This service is only available tor selected products See page 10 an 11 The product has to be sent to the Orderman Service Depot Refresh on Demand can be applied to units covered by an active warranty period but also on units
8. y Server Care P1X30 T1000 Care Care 10 FOR WHAT PRODUCTS IS R amp R AVAILABLE Standard warranty Care Gold Refresh upgrade and S Lare Group Name Years Type extension in Demand Again years r HH a e HH er w HH a ee H H fox chagingstaton J ofen J T Don charangstaton HH e SS CH St aR Handheld nman darasa a D with option 652 050 1 Rak HH Fcomererpack Yt aR CH HH T CHI E HT H HH THT Jo Terasstomerdsply 7 HTH RR Fordermancasncrawer H aR 11 Fees and service conditions All fees and service conditions are available in the latest Orderman price list CONTACT If you have any further questions please contact your Area Manager or Orderman helpdesk team at helpdesk orderman com or 0043 662 65 05 61 620 Subject to misprints mistakes and technical modifications 501 977 V2 ORDERMAN
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