Bosch Video support – the RMA process

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You have a Bosch Security Systems product which needs repair or replacement?

This is what you need to know about how the Central Technical Support team handles the RMA process:

1. When contacting the Central Technical Support team, they will request to provide the following information:

• Contact Information (name, phone number, email address, company name)
• Detailed description of the Issue (system overview, logs, pictures, videoclips of the issue, FW & SW version)
• Product Information (Model, Commercial Type Number, Serial Number)

2   Based on the provided information, the Central Technical Support team will start the troubleshooting.

3     If  Central Technical Support will determine through the investigation that your product has encountered a fault that requires the involvement of the repair desk, then the RMA process will be started.

4          Depending on your product, the RMA process will be started with:

• One of our IT partners
• Bosch RMA desk

        If the product is related to one of our IT partners,  there are some more things to be checked before opening the RMA process:

• Is the unit registered? If not, registration is needed.
• Is the unit under warranty? Based on the provided Serial Number the  Central Technical Support team will check the warranty status and will inform you about the next steps.

        After opening the case with one of the above IT partners, the  Central Technical Support team is responsible to inform you about the status case and/or any other requirements beside our partner.

        If it is a Bosch product, an RMA form will be provided to you which should be fill in with the requested contact details, and in case:

• you are a direct customer, (the product was purchased directly from Bosch) please send the RMA form back to  Central Technical Support team.
  • Once they receive the RMA form fully filled in, they will forward it to the RMA desk department.
  • The ticket will remain open until Central Technical Support receive confirmation from RMA desk that they picked up the request.
• You are an indirect customer, (the product was purchased through a distributor) please forward the RMA form to your distributor.
  • The ticket will be closed from the  Central Technical Support side.

 Nice to know:

For any details regarding the product warranty, repair costs or advance replacement, the RMA desk department is responsible for providing this information.

The product must be in warranty in order to be repaired/replaced, otherwise, the request may be declined or some additional costs could arise.

If you have any further questions or need assistance with an RMA request, please don't hesitate to contact Central Technical Support.