Service Policy Topcon Europe Positioning B.V. & Sokkia Europe B.V.


Effective March 1st 2012

How to contact us

Topcon Europe Positioning B.V. and Sokkia Europe B.V.

Office:
Essebaan 11
2908 LJ Capelle aan den IJssel
The Netherlands

Postal Address:
P.O. Box 145
2900 AC Capelle aan den IJssel
The Netherlands

RMA Questions and Information: rma@outlet.topconsokkia.eu

Warranty Statement

Warranty on Topcon and Sokkia products and systems

Topcon and Sokkia products and systems are guaranteed against defective material and workmanship under normal use and application for a period of 12 months to the end user.

The warranty against defects in any Topcon Sokkia accessories like batteries, chargers, receivers, cables, valves and hoses is 90 days.

The mentioned warranty periods of Topcon or Sokkia products will take effect from the date stated on the sales invoice sent from Topcon Europe Positioning B.V. to the customer. Warranty claims (RMA) sent to Topcon and Sokkia later than the standard 12 month period from this invoice date, will be judged by our Service department.

Please note that ordinary adjustment, shipping costs to and from your repair facility, and labor or travel expenses incurred for in-field removal and replacement of components are not covered under warranty.

Defects and damages caused by external influences like dropping, misuse or wrong adjustment are not covered under warranty. In case of using own components (cables etc.), Topcon Europe Positioning B.V. and Sokkia Europe B.V. reserves the right to cancel any warranties, and is not liable for any possible damages as a result of using non-Topcon or Sokkia components. This to the sole judgment of Topcon Europe Positioning B.V. and Sokkia Europe B.V.

During the warranty period, Topcon Europe Positioning B.V. and Sokkia Europe B.V. will, at its option, repair or replace the product (possibly at no charge).

Warranty term after repair or replacement

Any warranty repair, performed by Topcon Europe Positioning B.V. and Sokkia Europe B.V., is warranted against defects on parts and workmanship for the original warranty period or 90 days whichever is longer.
Any repair, performed by Topcon Europe Positioning B.V. and Sokkia Europe B.V., is warranted against defects on parts and workmanship for a period of 90 days.

Service after production ends

Products manufactured by Topcon Corporation in Japan
Metal, optical and electronic service parts of discontinued positioning instruments, which are manufactured by Topcon Corporation in Japan will be kept available during 5 years.

Products manufactured by Topcon Positioning Systems in USA
TPS will use reasonable efforts to make available technical support and service parts for 5 years after a product is discontinued. TPS makes no guarantees that support and/or service parts will be available for the full 5 years period and TPS will have no liability whatsoever in the event such support and/or service parts are unavailable at any time for any reason. This policy only applies to serialized products manufactured by TPS; TPS has no policy concerning support of products for which TPS does not track serial numbers.

Products manufactured by Sokkia Topcon Co Ltd in Japan
Metal, optical and electronic service parts of discontinued positioning instruments, which are manufactured by Sokkia Topcon Co Ltd in Japan, will be kept available during at least 5 years. .

Return and Repair Policy TEP/SOKKIA

Returning goods to Topcon Europe Positioning B.V. and Sokkia Europe B.V.

There may be several reasons to return an item to Topcon Europe Positioning B.V. and Sokkia Europe B.V.
• Because it is defective and should be repaired.
• Because it is defective and should be repaired under warranty
• Because you want it to be credited.

When returning goods to TEP/SOKKIA, it is essential to enclose a RMA form, with a unique authorization number in the upper right corner. Omission might cause delays or even goods being send back!
This authorization number can be obtained by submitting a RMA-form with the appropriate boxes filled in. The RMA-form can be found at the Topcon Sokkia Web Shop. As a rule Topcon Europe Positioning will react on the same or the next working day, in most cases by returning the form with a number in the upper right corner box.

Returning an instrument for “Normal Repair”

A normal repair is a repair for which an invoice will be sent for labor and replaced parts. In general this is the case if the instrument does not qualify under the terms of our Warranty statement.

Complete the following boxes on the RMA form:
• Customer information
• Value for Customs Purpose
For return shipment the Value for Customs Purpose has to be filled in.
• Instrument and accessories information
If possible, include all accessories. Some problems may be caused by hidden defects on the accessories.
• Reason for return.
Tick “Normal repair” and indicate whether you want to receive a price quotation in advance.
• Problem Description
A comprehensive problem description is a great help with diagnosing the cause.
• Return shipment

Send the two forms to: rma@outlet.topconsokkia.eu

Upon receipt of the form, an authorization number will be assigned and the form will be send back.
If there are any questions about the information supplied on the form, a representative of the Service Department will contact you.

After receipt of the form with the authorization number, send the defective unit along with a copy of the RMA form to Topcon Europe Positioning B.V.
The authorization number should be clearly marked outside on the carton box.
The defective unit must be shipped within two months after issue of the authorization number. After this period the authorization number will be cancelled and a new authorization number must be requested.

If possible the instrument will be repaired by an official local Topcon-Sokkia service center. Contact details will be provided together with the RMA form by the Topcon Europe Positioning service center.

If requested, a price quotation will be send before the unit is repaired.

The indicated price is a best estimate and could change.
If the actual repair price exceeds the quotation with more than 10%, a representative of the Service Department will contact you before proceeding with the repair.
If the customer refuses the estimate, the unit will be returned un-repaired and an estimate-fee of two hours labor cost plus shipping charges will be invoiced.
If Topcon Europe Positioning B.V. and Sokkia Europe B.V. receives no response to the Price Quotation Repair within 30 days after issue date, the instrument will be returned to the customer un-repaired and two hours labor will be invoiced for administration and inspection cost.

The unit will be returned as requested on the RMA form.
If no shipping instructions are indicated on the RMA form, the unit will be returned via UPS Standard.
The customer will be responsible for the cost of shipping in both directions.

Returning an instrument for “Warranty Repair”

If a defective instrument qualifies under the terms of our warranty statement, the unit will be repaired by Topcon Europe Positioning B.V. and Sokkia Europe B.V., free of charge.

Complete the following boxes on the RMA form:
• Customer information
• Value for Customs Purpose
For return shipment the Value for Customs Purpose has to be filled in.
• Instrument and accessories information
If possible, include all accessories. Some problems may be caused by hidden defects on the accessories.
• Reason for return.
Tick “Warranty Repair” and fill in the invoice number of purchase.
• Problem Description
A comprehensive problem description is a great help with diagnosing the cause.
• Return shipment

Send the two forms to: rma@outlet.topconsokkia.eu

Upon receipt of the form, an authorization number will be assigned and the form will be send back.
If there are any questions about the information supplied on the form, a representative of the Service Department will contact you.
Assignment of the authorization number does not automatically imply that the instrument will be repaired under warranty. That can only be decided after an inspection in our workshop.

After receipt of the form with the authorization number, send the defective unit along with a copy of the RMA form to Topcon Europe Positioning B.V. and Sokkia Europe B.V..
The instrument must be shipped in the original packing and with all accessories. The authorization number should be clearly marked outside on the carton box. We urgently request you to write the number on a sticker, and not direct on the original box.
The defective unit must be shipped within two months after issue of the authorization number. After this period the authorization number will be cancelled and a new authorization number must be requested.

If possible the instrument will be repaired by an official local Topcon-Sokkia service center. Contact details will be provided together with the RMA form by the Topcon Europe Positioning service center.

Warranty claims will first be checked for qualification
If, to the opinion of Topcon Europe Positioning B.V. and Sokkia Europe B.V., the claim does not qualify for repair under warranty, a representative of the Service Department will contact the customer to explain the reasons for disqualification and to discuss how to proceed.
During the warranty period, Topcon Europe Positioning B.V. and Sokkia Europe B.V. will, at its option, repair the product at no charge.

The unit will be returned as requested on the RMA form.
If no shipping instructions are indicated on the RMA form, the unit will be returned via UPS Standard.
For warranty repairs the customer will carry the shipping cost to Topcon Europe Positioning B.V.
Topcon Europe Positioning B.V. will cover the shipping cost to the customer. Return shipment of the repaired instruments or replacement(s) to the owner again is EXW Capelle aan den IJssel.

Returning a “Dead on Arrival”

If an item (instrument or spare part) is found to be defective within 2 weeks after receipt and before using, it is assumed to be supplied in a defective state by Topcon Europe Positioning B.V. and Sokkia Europe B.V. The item can be returned to Topcon Europe Positioning B.V. and Sokkia Europe B.V.

Complete the following boxes on the RMA form:
• Customer information
• Instrument and accessories information
All original accessories should be included with the instrument.
• Reason for return.
Tick “Dead on Arrival” and fill in the invoice number of purchase.
• Problem Description
A comprehensive problem description is a great help with diagnosing the cause.
• Return shipment

Send the form to: rma@outlet.topconsokkia.eu

Upon receipt of the form, an authorization number will be assigned and the form will be send back.
If there are any questions about the information supplied on the form, a representative of Topcon Europe Positioning B.V. and Sokkia Europe B.V. will contact you.

After receipt of the form with the authorization number, send the defective item along with a copy of the RMA form to Topcon and Sokkia
An instrument must be shipped in the original packing and with all accessories. Missing accessories will be charged to your account.
The authorization number should be clearly marked outside on the carton box. We urgently request you to mark the number on a sticker and not direct on the box.
The defective item must be shipped within two months after issue of the authorization number. After this period the authorization number will be cancelled and a new authorization number must be requested.

After receipt of the defective item, Topcon and Sokkia will credit your account for the original amount on the invoice of the replacement
With the shipment of the permanent replacement you have received an invoice, which will be credited once the defective item has been returned and checked at Topcon Europe Positioning B.V. and Sokkia Europe B.V.

In case a “dead on arrival” is approved by Topcon or Sokkia and a substituting item is not available anymore, we will transfer the original invoice amount on your bank account within 14 days. This could be the case for 2nd hand instruments (which are unique) or discontinued products which are not on stock anymore.

Returning an item “For Credit”

There might be several reasons why you want to return an item for credit. The RMA form should be used to initiate this process.

Complete the following boxes on the RMA form:

• Customer information
• Instrument and accessories information
All original accessories should be included with the instrument.
• Reason for return.
Tick “Credit” and fill in the invoice number of the invoice with which the instrument was sent to you.
• Problem Description
This box should be used to explain why you want to return the instrument for return.

Send the form to: rma@outlet.topconsokkia.eu

Upon receipt of the form, an authorization number will be assigned and the form will be send back.
If there are any questions about the information supplied on the form, a representative of Topcon Europe Positioning B.V. and Sokkia B.V. will contact you.

After receipt of the form with the authorization number, send the unit along with a copy of the RMA form to Topcon Europe Positioning B.V. and Sokkia Europe B.V..
An instrument must be shipped in the original packing and with all accessories. Missing accessories will be deducted form the original amount to be credited.
The authorization number should be clearly marked outside on the carton box. We urgently request you to write the number on a sticker and not direct on the original box.
The unit must be shipped within one month after issue of the authorization number. After this period the authorization number will be cancelled and a new authorization number must be requested.

After receipt of the item, Topcon Europe Positioning B.V. and Sokkia Europe B.V. will transfer the original invoice amount within 14 days to the customer’s bank account.

The unit will be checked before issuing the credit note.
Topcon Europe Positioning B.V. and Sokkia B.V. reserve the right to charge a 15% restocking fee for any item returned, which is not due to the negligence of Topcon.

Price Quotations

Price Quotations

A repair estimate can be requested for non-warranty repairs. This price quotation is a best estimate and could change. If the actual repair price exceeds the quotation with more than 10%, a representative of the Service Department will contact you before proceeding with the repair.
If the customer refuses the estimate, the unit will be returned UN-repaired and an estimate-fee of two hours labor cost plus shipping charges will be invoiced.
If Topcon Europe Positioning B.V. and Sokkia Europe B.V. receives no response to the Price Quotation Repair within 30 days after issue date, the instrument will be returned to the customer un-repaired and two hours labor will be invoiced for administration and inspection cost.
In case of an overshoot of the research costs the TEP/SOKKIA Service Manager is allowed to decide to charge the customer for the actual costs.

Making Own Components

In several cases, it seems advantageous to make own, alternative cables and/or brackets. Please note that all Topcon components are built and designed for maximum performance of the total system, and replacing them by non-Topcon alternatives can cause the system to not perform or malfunction.
In case of using own components (cables etc), Topcon Europe Positioning B.V. and Sokkia Europe B.V. reserves the right to cancel any warranties, and is not liable for any possible damages as a result of using non-Topcon components. This is to the sole judgment of Topcon Europe Positioning B.V. and Sokkia Europe B.V.

Return Materials Agreement Form (RMA)

Please download our RMA form here