2. Service Region
Contents
1. Closed approve your RMA case PickUp Repair amp Return aiming at 10 da o fr PicKInNg up eii y your defective replaced unit 48h Repair or replace your defective unit Note Do not include your original accessories Any loss of accessories will not be covered or compensated unit aiming at Customer Service Centre 4 Verify and Case Closed approve your RMA case Carry In aiming at 10 days Return your Bring your unit repaired or to the service replaced unit center Repair or replace your defective unit Note Do not include your original accessories Any loss of accessories will not be covered or compensated PHILIPS MMD Customer Care and Service Department for EMEA SignageSolutions Warranty and Service Information Manual 2014 for Public Signage Displays How to contact Customer Support PHILIPS m L x N E aint ww SignageSolutions MMD 3 1 When Customer Service is needed A PMON RMA number Return Material Authorization will be issued after your case has been accepted for warranty service In order to avoid unnecessary inconvenience we advise you to follow the following steps before contacting the Philips Customer Service Representatives e Read the operating instructions carefully e Consult the support section of www philips com e Consult the user manual support section on the CD ROM e Consult your System Integrator or your D2. documents have been altered in any way or made illegible The model and or serial number on the product has been altered removed or made illegible Unauthorized service organizations or persons have carried out repairs or product modifications and alterations The defect is caused by abuse or misuse of the product or by environmental conditions that are not in conformance with the recommended operations of the product The defect is caused by connection to peripherals additional equipment or accessories other than those recommended in the user manual The defect is caused by an external enclosure assembled around the product which has not been recommended in the user manual The product has been damaged including but not limited to damage by pets lightning abnormal voltage water or fire natural disaster or transport accident The product is defective due to wear of parts which can be considered as consumable parts by their nature The product does not function properly because it was not originally designed manufactured approved and or authorized for the country where you use the product which might occur in instances where the product has been purchased in another country other than that of its intended use PHILIPS SignageSolutions MMD 1 5 Out of Warranty OOW After your warranty period we can offer you a Out of Warranty service or a repair solution via our Certified Service Centre if you wish to make us
3. 07 949 0069 Monday Friday 08 00 am 05 00 pm ah cat Resear hae a ET ent Dial the entire 11 digit number e Choose the product category and contact 4 Scroll down to find the contact for Signage Solutions and Monitors option for Signage Solutions and e Standard opening hours between are 9 00 bb Monitors PHILIPS 21 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 3 2 3 How to contact Customer Support Standard service hours 09 00 17 00 No Western Europe Hotline Number No Eastern Europe Hotline Number tariff ile Austria 0 07 43 1502842133 if Bulgaria local tariff 359 2 960 2360 2 Belgium 0 06 32 27007360 2 Croatia local tariff 385 01 640 1111 3 Cyprus toll free 800 92 256 3 Czech Bs local 420 272 188 300 4 Denmark local tariff 45 3525 8761 4 Hungary local tariff 36 1 814 8080 5 Finland local tariff 358 09 2290 1908 5 Poland local tariff 48 0223491505 6 France 0 09 33 157324070 6 Romania local tariff 40 021 2101969 Th Germany 0 09 49 0696 6404383 ve Serbia local tariff 381 011 20 70 684 8 Greece local tariff 30 00800 3122 1223 8 Slovakia local tariff 421 2 49207155 9 Ireland Local tariff 353 01 601 1161 9 Slovenia local tariff 386 1 530 08 24 10 ltaly 0 08 39 245287030 10 Russia local tariff 8 800 220 00 04 elle Luxemburg local tariff
4. 352 26 84 30 00 11 Turkey local tariff 90 212 444 4 832 12 Netherlands 0 10 31 10 428 9533 42 Ukrai l 38 044 525 64 95 13 Norway local tariff 47 2270 8250 i raine local taritt 380 56 74 44225 14 iE 0800 780 902 No Middle East amp Africa Hotline Number 15 Spain 0 10 34 915909335 ile Dubai local tariff 971 4 4827960 16 Sweden local tariff 46 08 632 0016 2 Qatar local tariff Refer to local dealer 17 Switzerland local tariff 41 02 2310 2116 3 South Africa local tariff ere wy AC rei 48 United Kingdom local 44 0207 949 0069 PHILIPS VaAanoartmant far I partn enti TOF ArV V I A IO At r Je CIVICA PHILIPS E D Thank You
5. Service Department for EMEA SignageSolutions MMD 2 1 2 Service Scenario and Process Time during business days y Applies for the following countries Austria Belgium Denmark Finland France mainland Germany Greece mainland Ireland Italy Luxemburg Netherlands Norway Portugal Spain Sweden Switzerland United Kingdom Contact our Philips Customer Service Centre 4 Verify and approve your RMA case Case Closed Onsite Swap aiming at 48 hours ertorming a Shipping out box to box your swap at your replacement address unit Note If an Onsite Swap isn t available in any situation an Advanced Swap service will be offered to you instead Receiving your replacement unit unit aiming at 48 hours Applying your RMA before 12 00 Turn Around Time Receiving your replacement unit aiming at 72 hours Applying your RMA after 12 00 Note Do not include your original accessories Any loss of accessories will not be covered or compensated PHILIPS 11 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 2 1 3 Service Scenario and Process Time during business days Applies for the following countries Austria Belgium Denmark Finland France mainland Germany Greece mainland Ireland Italy Luxemburg Netherlands Norway Portugal Spain Sweden Switzerland United Kingdom Receiving your Applying your RMA RMA
6. SignageSolutions Warranty and Service Information Manual 2014 For Public Signage Displays Region Europe Middle East and Africa OBM Customer Care and Service Department June 2 2014 PHILIPS SignageSolutions MMD Index 1 Information and Warranty Introduction General Warranty Period Dead on Arrival Period DOA What is excluded Out of Warranty OOW da a a 2 Service Region 1 Service Region for Europe Swap Single Swap or Advanced Swap 2 Service Region for Europe PickUp Return amp Repair PUR 3 Service Region for Middle East amp Africa PickUp Return amp Repair PUR 3 How to contact Customer Support 1 When Customer Service is needed 2 How to contact Customer Service via www philips com 3 How to contact Customer Service via the Warranty and Service Information Manual PHILIPS 2 MMD Customer Care and Service Department for EMEA SignageSolutions Warranty and Service Information Manual 2014 for Public Signage Displays 1 Introduction anq Warranty PHILIPS m L x N E aint ww SignageSolutions MMD 1 1 Introduction All of our Philips Public Signage Displays are designed and manufactured to the highest standards and deliver high quality performance ease of use and ease of installation In case you encounter any difficulties while installing or using your Philips Public Signage Displays we recommend that you first consult the operating instructions or the inf
7. e if this service Please contact our Philips Customer Service Centre and a Philips Customer Service Representative will forward your request to a Certified Service Partner in your country Our Certified Service Partner will contact you with an estimate quotation for a service or a repair solution for you to decide accordingly If the Certified Service Partner cannot perform a repair solution under the offered repair quotation we will find alternative solutions for you if possible up to 60 months 5 years from the manufacture date which you can find on the product label of your monitor PHILIPS SignageSolutions Warranty and Service Information Manual 2014 for Public Signage Displays 2 Service Regions aE IEn u Fh a PHILIPS L gt E BEER uw SignageSolutions MMD 2 1 1 Service Region with Swap Service v A Swap Service will be offered in the following countries Austria Belgium Denmark Finland France Germany Greece mainland Ireland Italy 10 Luxemburg 11 Netherlands 12 Norway 13 Poland 14 Portugal 15 Spain 16 Sweden 17 Switzerland ka 18 United Kingdom eo oS Oe a z bai a e yF Note Pickup Repair amp Return Service is limited to mainland Europe Please refer to your local point of sales for more information for service outside mainland Europe e g Departements d Outre Mer DOM and Territoires d Outre Mer TOM PH l LI PS 10 MMD Customer Care and
8. ealer To obtain service within the warranty period please contact the Philips Customer Service Centre Contact details of the Philips Customer Service Centre can be found on www philips com or the hotline list which can be found in this document To be able to help you efficiently when you contact your System Integrator Dealer or a Philips Customer Service Representative please have the following items available e The original invoice or cash receipt indicating the date of purchase dealer name and model number of the product e Your product serial number which can be found on the back or bottom of the product PHILIPS SignageSolutions MMD 3 2 1 How to contact Customer Service www philips com iif 2 Pras 3 7 i Discover Always here to help innovation t matters to you innovation you i 0 me g I mga Go to www philips com 3 Press on Contact Philips Choose For consumers and press on Support PHILIPS SignageSolutions MMD 3 2 2 How to contact Customer Support www philips com PHILIPS Woderu Dur nappini Lapo wraca Prurmvscoe Bogis pew prox A Q Professional Display Solutions Cort a stewres cor see Sears etd pet poruce form Se w went paha etek d wrrcbers be Poose your OOGUN Gategory d cortact Opinn Pert ate patari ameer Chgset ea pra ren Bereete otre Of praen VOIP Peecee Weretees toast yoa 7 Signage Solutions Monitors Hospitality 2 Send an e mail TV COEG T oE E A 02
9. ormation in the support section of www philips com or on the CD ROM Secondly contact your System Integrator who had installed your Philips Public Signage Displays or your Dealer for further assistance Our Philips Customer Service Representatives will provide your with additional service when needed PHILIPS SignageSolutions MMD 1 2 General Warranty Period We are offering a 36 months warranty begins on the date of your purchase In case of a missing proof of purchase POP the warranty period is considered to have started from the date of manufacturing indicated on the product or from the serial number of the product and will end after 39 months If any defect due to faulty materials and or workmanship occurs within your warranty period we will make arrangements for the following service within the warranty period 1 Swap Service refer to your region on page 10 11 12 1 1 Your original unit will be replaced with the same model 1 2 If option 1 1 is not possible an upgraded model within the same product line will be offered after your approval 1 3 If option 1 2 is not possible an alternative model will be offered after your approval 1 4 If you would like to receive back your original product a Pickup Repair and Return service can be offered 1 Pickup Repair and Return Service or Carry In Service refer to your region on page 13 14 15 16 17 2 1 Your original product will be repaired 2 2 If option 2 1 i
10. sn t possible an upgraded model within the same product line will be offered after your approval 2 3 If option 2 2 isn t possible an alternative model will be offered after your approval DH l LI DS SignageSolutions MMD 1 3 Dead on Arrival DOA Period during business days Subject to local DOA conditions by law We are offering a DOA period of 7 calendar days beginning on the date of your purchase A proof of purchase POP must whe inn dts i unli be provided for you to apply for a DOA Appying your DOA is ATE request and your defective product must be A ANES returned completely in the original box with all the accessories included In case of a justified DOA claim the same Turn Around Time product as the defective product will be offered to you as a replacement We have the right to claim the costs for any Receiving your missing parts or any other Customer Applying your DOA O pibebscaelll a Induced Damage CID which we receive after 12 00 aiming at 72 hours PHILIPS 6 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 1 4 What is excluded Your warranty applies when the product has been handled properly for its intended use and in accordance with the operating instructions Your warranty does not cover for the losses consequent in nature including but not limited to loss of data or loss of business Your warranty does not apply if The purchase
11. unit aiming at before 12 00 48 hours Customer Service Centre 4 Verify and Case Closed approve your RMA case Advanced Swap Turn Around Time aiming at 48 hours ICKING Up Ipping out your defective your unit after 1 replacement week ob Receiving your Applying your RMA RMA unit aiming at DAMASO replacement after 12 00 72 hours unit at your ae address Note If an Onsite Swap isn t available in any situation an Note Do not include your original accessories Advanced Swap service will be offered to you instead Any loss of accessories will not be covered or compensated PHILIPS 12 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 2 2 1 Service Region with PickUp Repair amp Return PUR and Carry In CAI Service v A PickUp Repair amp Return or Carry In Service will be offered in the following countries Bulgaria Croatia Cyprus Czech Republic Hungary Israel Romania Serbia Slovakia 10 Slovenia 11 Russia 12 Turkey 13 Ukraine ONONRATAWNH PHILIPS 13 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 2 2 2 Service Scenario and Process Time during business days y Applies for the following countries Bulgaria Croatia Cyprus Czech Republic Hungary Israel Romania Serbia Slovakia Slovenia Russia Turkey Ukraine Customer Service Centre 4 Verify and Case Closed approve yo
12. ur RMA case PickUp Repair amp Return aiming at 10 Return your days f FICKINg Up repaired or your defective replaced unit unit ise at Repair or replace your defective unit Note Do not include your original accessories Any loss of accessories will not be covered or compensated Customer Service Centre 4 Verify and Case Closed approve your RMA case Carry In aiming at 10 days Return your Bring your unit repaired or to the service replaced unit center Repair or replace your defective unit Note Do not include your original accessories Any loss of accessories will not be covered or compensated PHILIPS MMD Customer Care and Service Department for EMEA SignageSolutions 7 MIMD 2 3 1 Service Region with Carry In CAI Service v A Carry In Service will be offered in the following countries 1 United Arab Emirates UAE 2 Qatar PHILIPS 15 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 2 3 2 Service Region with Carry In CAI Service v A Carry In Service will be offered in the following countries 1 South Africa 16 MMD Customer Care and Service Department for EMEA SignageSolutions MMD 2 3 2 Service Scenario and Process Time during business days y Applies for the following countries United Arab Emirates UAE Qatar South Africa Customer Service Centre 4 Verify and Case
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