|Premium 5 Day Turn Around Repair Service|
Panasonic Premium ‘5 Day Turnaround’ Service Pack Agreement
Thank you for buying Panasonic Professional AV Products. This document explains the details of our Professional ‘Five Day Turnaround’ Premium Service Pack agreement
The free support period of this agreement is two years from your date of purchase. Please keep proof of your date of purchase. *
*Owners of AG-HVX200E brought before the start of this service may register for this facility, free of charge and they will be covered for two years from the date of purchase. Proof of purchase will be required.
The key principal of this service is:
- Online Based Service (Service Order, Status Tracking)
- 5 Day Turnaround time repair.
- Free Pick up and delivery service.
- Free loan unit (if 5 day turnaround service may not be completed).
All the services included in the ‘Panasonic Premium 5 Day Turnaround Service Agreement’ are available for registered users only. (This applies to products purchased by residents of countries where this service is in operation. Please check on the registration page of the website.)
This form will take you through the registration process. This must be applied for, online, before the service can be activated.
Also in this form are the details of the service, the data protection information and the standard terms and conditions of the agreement.
To register please go to the Panasonic website below and click on “Premium Service pack registration” on the home page.
Please have your Service Pack Number and your Pack Code ready.
You will find these ‘A’ (attached to this form) or ‘B’ (printed on this form.)
Click the link on the home page and follow the instructions on the screen.
The following product is covered by this service. Accessories and consumable items such as a battery and recoding media are not covered.
AG-HVX200E – Memory Card Camera Recorder
Instructions to Make a Repair Order and Details of the Services
1. Requesting Repair
A Repair order can be made at the following web site. Click on “Premium Service Pack Repair Order”.
2. Loan Form
In case the repair cannot be completed within the 5 days of the agreement you will be asked to complete a loan form on the Repair Order page of the site. You will also be asked to notify us of any change in the address for delivery of the loan unit if that is different form the address where you originally registered the unit.
3. Repair Support
We will provide a courier service to pick up your unit and bring it to our ‘Centralised Repair Centre’ CERC (Central European Repair Centre). In order to transport your unit safely please return it to the Service Centre in its original packaging. If this is no longer available please inform us. We can arrange a package if you require which you can order from us in the Repair Order process.
Units can only be collected from addresses within mainland countries where the service pack is in operation.
We target to collect the unit within one day of the repair order being issued. (plus one more day if a carton is required.) From then we intend on returning the unit to you within five working days from the collection date.
However, in the case of delays through customs or any other transportation matters arising as a matter of geographical location there may be a slightly longer period required. We aim to always keep this to a minimum.
You must make sure the unit is prepared and ready for the shipping date and time agreed with our contracted courier. Failure to keep to this may incur a charge.
Online status for the Centralised Service is available from collection till the unit is returned to you.
4. Online Tracking Contact Point
You can track the current status of your repair order. Please visit to following site and log-in with your repair order number (RMA : Return Material Authorization) and Service Pack Code ready.
Visit below and click on “Repair Status Tracking”.
5. Loan Unit
If the repair is not able to be completed by the expected date, we offer “A Free Loan unit”. The loan unit will be the same model as the unit under repair. In this case, an AG-HVX200E.
You will have already filled out the loan form (and new address for the loan if necessary) in the initial registration of the repair order. This loan unit will be released to you until the repair of your own unit is completed and returned to you. If for any reason the loan unit is not returned to Panasonic in the time specified in the terms of the loan agreement (Conditions on-line), a fee may be charged to you.
- If a loan unit cannot be collected within 5 days of the return of the customers unit, we will invoice customer for the loan of the replacement unit.
- If a loan unit has a failure, or is broken or lost, the customer must tell the CERC immediately. (email@example.com). In the case of damage or loss the CERC will charge the customer for the repair or to replace the unit.
6. Ownership Change
If ownership change occurs within the original warrantee period, the new owner must inform firstname.lastname@example.org, stating the old customer’s reference and registration pack number or the serial number of the unit (the original proof of purchase is required for warrantee claim when you order repair to us).
7. Exceptions to 5 Day Turnaround Service
In the following cases, there is a possibility; Panasonic may not be able to complete 5 Day Turnaround Service.
- If a unit is physically and comprehensively broken. The repair needs attention from several areas of service.
- Unit broken after attempted repair by non-qualified personnel.
- Customer, for any reason delays to pay a fee by bank transfer in the case of out warrantee repair.
- When a repair ordered unit shows no problem at our repair centre and more extensive tests need to be carried out.
8. Payment for ‘Out of Warrantee’ repairs
Payments for out of warrantee repairs must be made in advance of:
- Despatch of the loan unit
- Repair of the damaged unit itself
- CERC being able to maintain ‘5 Day Turnaround’
9. Following period is not counted within 5 Day Turnaround Service
The period while waiting for an answer of repair quotation from a customer if the repair is not a warrantee issue.
WORKING DAY :
Each working day means Monday to Friday (except for Bank holidays and National holidays) in Wiesbaden/Germany.
UNIT COLLECTION & DELIVERY :
Customer must be available for delivery on the agreed dates. Failure in this will result in new shipping costs being passed onto the customer. Full tracking will be available to avoid this.