Repair & Exchange

Whenever a product does not function as expected, we recommend that you leave the devices mounted and connected to clarify the fault with our technical support. This way, our experts can still connect to the products for troubleshooting and recovery. Most cases of the incidents with no hardware failure can be resolved immediately.

Start troubleshooting

In case of hardware failure, we help you to clarify questions of warranty, service level, repair process or product exchange.

Service handling of products in warranty

Service for products that are in warranty are free of charge. Any product that does not function as specified due to a defect in material or workmanship will be either fully repaired or replaced with a product of the same model that functions as specified. Depending on the type of product, the actual availability of spare parts and products and the individual service requests we offer a service solution either as Carry In repair or as Advanced exchange. Please contact us when you have a service request and we will inform you about the service level options of the affected product.

Advanced exchange service during the warranty period

The advanced exchange service level is available for some selected products during the warranty period. In order to minimize system downtime, a new or refurbished product is sent out immediately when you submit a request to us. Therefore, you can directly fix the problem on-site to ensure that the system is running as soon as possible.

Procedure
1. Ask our Service Desk for a RMA by e-mail, or online.
2. You receive an order confirmation from us with the service level “Advanced Exchange New” or “Advanced Exchange Swap”.
3. We send you the exchange product and arrange collection of the defective product from you.

Carry In repair during the warranty period

The Carry In repair is the default service level when the identical product with the same serial number shall be returned after repair, e.g., when the product was customized or painted and the same customized product shall be re-installed after the repair. Use suitable packaging for shipping. We assume the costs of standard repair for all warranty repairs.

Procedure
1. Ask our Service Desk for a RMA by e-mail or online.
2. You receive an order confirmation from us with the service level „Carry In Repair“.
3. We arrange for a carrier to collect the defective product from you.
4. The repaired product (same serial number) is returned to you.

Fast exchange

In this case we supply a fully refurbished exchange product immediately on receipt of your defective product. Please return the defective product to us without accessories in suitable packaging. We assume the costs of standard repair and transport for all warranty repairs.

Procedure
1. Ask our Service Desk for a RMA by e-mail or fax, or online.
2. You receive an order confirmation from us with the service level „Fast Exchange“.
3. We arrange for a carrier to collect the defective product from you.
4. We send you the exchange product as soon as we receive the defective product.

Service handling for product out of warranty

For products where the warranty has already expired, we still offer a solution as long as the product is still in production and in general even for another five years after the end of production. As service solution we offer either a chargeable repair service, sale of refurbished products of the same model or sale of a new product of the same model or similar or successor model with same or better functionality. Chargeable repairs We differentiate between repairs at the flat rate and repairs according to cost estimate. Both prices include transport costs, diagnostics, repair, spare parts, required updates where applicable, calibration where necessary, function test, cleaning, repair report, quality checks, and safety checks. Please contact us to clarify all further details of the repair.

Flat-rate repair, Carry In

We have defined flat rates for most repairs, which we can provide you in advance so that you are aware of the costs before we collect the defective product from you.

Procedure
1. Ask our Service Desk for a RMA by phone, e-mail or online.
2. You receive an order confirmation from us with the service level „Carry In Repair“ with the repair flat rate.
3. Please return the signed order confirmation to us by e-mail as confirmation that you accept the cost.
4. We arrange for a carrier to collect the defective product from you.
5. The repaired product (same serial number) is returned to you.

Repair according to cost estimate, Quote Carry In

In exceptional cases, if no flat rate price is available, the repair price is based on an individual cost estimate calculated for you. If you do not confirm our cost estimate within 14 days upon receipt or reject the cost estimate, we will return the product to you and charge a processing fee as published in the repair price list per product for the costs incurred for fault analysis and transport. The processing fee is also payable if you choose to scrap the product at our plant.

Procedure
1. Ask our Service Desk for an RMA by phone, e-mail, or online.
2. You receive an order confirmation from us with the service level „Quote - Carry In“.
3. You receive a quote from us.
4. Please return the signed quote to us by e-mail as confirmation that you accept the cost.
5. Ship defective product.
6. The repaired product (same serial number) is returned to you.

You can get an overview of all service levels covered by the warranty terms. Just download the Service policies with detailed information.

Repair in a return material authorization process (RMA)

If your Bosch device is defective, we will help you to find a solution as soon as possible. We make short processing times possible using clear, standardized processes.

To guarantee high quality repairs, our team works closely with other technical departments like R&D and Quality Management. In addition, we do not just repair your device; we process it completely. Therefore, before the device is prepared for shipping, it undergoes an obligatory quality and safety check. If necessary, further tests are administered to ensure that it is working properly.

Downloads

Service Policies

Bosch Security and Safety Systems

Download PDF

Answers to frequently asked questions

What service level is available for my product?

The service desk will inform you about the service level applicable for a specific RMA once they receive your request. They will offer you the service level that ensures the shortet turnaround time and the most appropriate solution for your specific product.

 Can I request for an "advanced exchange" service level for my defective product? 

Yes, you can always ask, if an advanced exchange is possible for your RMA and we will try to handle your RMA accordingly if possible and if there are swap products available. Please be aware that there some restrictions:

Advanced exchange is not possible if you have cutomized your product, for example if you painted the housing in a different colour.
Especially for products that are not in production anymore and products that are not on stock and "made to order" only the availability of swap items might limited.
When a defective product is replaced in an RMA with service level advanced exchange, thes swap product will have a different serial number and MAC address and firmware version and therefore might require additional programming and configuration effort. Please always check the firmware version of the swap product.
The warranty confirmation made when the RMA is created might be voided when the defective product is returned and the failure is found to be a customer induced damage.
You will be invoiced a "non-return-fee" if the defective product is not returned within four weeks after delivery of the swap product.

Can I request a "carry-in" service level for my product?

Yes, you can always ask, if a carry-in service is possible for your RMA and we will try to handle your RMA accordingly if possible. We do recomment to request a carr-in repair if you want to get your specific product with the same serial number and the same MAC Addres back and if the product is customized (e.g. when it is painted in a different colour). Please be aware that there some restrictions:

Carry-in is not possible if your product is damaged beyond economical repair, for example if it was struck by lightning.
Especially for products that are not in production anymore it might not be possible to source all required spare parts for a repair.

What is the warranty status of my product?

To find out the warranty status of your product please check the date on the invoice and add the applicable warranty period for your specific product. You can find the warranty period in our warranty terms that is available on our webpage (Please make sure that you have selected the correct country.) When in doubt, you can also contact our service desk.

Where can I find the contact details of technical support?

You can find all contact details of our servie desk and of our technical support on our webpage.

What can I do when my product does not function as expected?

When your product does not function as expected, please check the user manual. Always contact our technical support first before you dismount the product to send it to a service center for repair. Many malfunctions can be easily fixed for example by a HW or SW reset or a firmware update.

Who pays for customs costs?

Customs must alwasys be paid the receiver of the shipment to ensure timely delivery and to avoid any delays. You can claim back the cost for customs from our service desk afterwards.

Who is responsible for transport?

You are responsible to ensure that defective products are shipped back to our service center. Bosch will organize the transport and pay for it. We will provide you with a return label from the forwarding company in charge and you only need to contact them to confirm the pick up location, date and time. Return shipment of repaired products or replacement products are fully taken care of by Bosch.

What are the termas and conditions and the warranty period for repair services?

We offer a 90 day product warranty on repaired products. This means we repair or exchange all products that have a defect in material or workmanship no matter if the defect is cuased by the same or a different part.

Rent an expert for on-site repair

We support you with an on-site repair offering in case of hardware malfunctions. By providing on-site repair we ensure fast reaction times as well as cost and time efficient uninstallation and shipment of the failed products to a repair center.

Expert services

Warranty and warranty extension

Most Bosch Security and Safety products come with a three-year manufacturer's warranty and offer a warranty extension of up to two years.

Standard warranty period on all our fixed optical cameras and the fixed parts of our moving cameras is five years.

Warranty and warranty extension

High quality spare parts

We have the right Bosch spare parts for almost every product for you. You can rely on the high quality of all spare parts, and we can guarantee precise processing and the perfect fit for your individual needs.

Even if a product is no longer manufactured, its spare parts are usually still in stock for another five years.

Spare parts

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