GENERAL (serv.man7). SHARP ECR EPOS DISTRIBUTOR POLICY - Sharp ECR Handy Guide

general (serv.man7) handy guide
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ECR / SHARP ECR EPOS DISTRIBUTOR POLICY
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ECR/EPOS
DISTRIBUTOR
POLICY
1.0 Important Notice
This policy forms an agreement between Sharp Electronics (UK) Ltd, referred to as
Sharp, and its authorised ECR/EPOS Distributors and should be read in connection
with the Sharp ECR Distribution Agreement.  In the event of conflict between this
Policy and the Sharp ECR Distribution Agreement, the later shall apply.
2.0 Dealers
It is the Distributors responsibility to ensure that their nominated dealer meet the
required after sales service standards. The minimum standards are outlined in
section 7.0   Distributor Nominated Dealer Service Standards.
Sharp monitor the performance of service centres through receipt of customer
complaints and if in the opinion of Sharp a Distributors nominated Dealer  persistently
fails to meet the required standards, then the Distributor will cease to supply Sharp
product on receipt of a written request of Sharp.
3.0 Equipment Alterations
The physical appearance, operation, functions and consumable items of Sharp
products are established through company standards.  Changes in Sharp product can
only be made with the written approval of Sharp.
4.0 Bought Out Guarantee
ECR Distributors are supplied with Sharp products on a bought out guarantee basis.
Distributors will receive a special discount on the product to cover the first year
warranty and product received faulty as new.
5.0 Sharp Responsibilities to the Distributor
5.1 
Technical Training, provide technical training free of charge to distributors for two
engineers on any specific training course.
Further training is available at a charge of rank CA to the Distributor or their
nominated Dealer.  The Distributor will be invoiced for all training.
Note: Sharp may present a basic Electronics/ECR/EPoS test prior to the
commencement of a technical training course. Engineers failing to meet the required
level will not be allowed to continue the course.
Sharp reserve the right to refuse engineers on technical training courses.
Punctuality and standard of dress,  engineers attending training courses must be
punctual and be smart in appearance.
5.2
Technical Hot-Line,  provide a technical hot-line facility to Distributors from 9:00 am
through to 5:00  pm Monday through to Friday excluding public holidays and the
period between  Christmas and the first working day of the new year.
Important: Distributors nominated Dealers contacting the Sharp  hot-line will be
referred to their Distributor.
5.3
Technical Updates,  Sharp will issue from time to time technical updates or
modifications to the equipment.
In addition Sharp also provide technical bulletins by facsimile, (FAST FACTS), a rapid
method of conveying important technical information.
All this information is supplied to the Distributor ONLY. It is the responsibility of the Distributor
to circulate this information to his dealers.
5.4
Sharp Technical Web-Site (www.Tradenet.Sharp.co.uk/Tech), in addition to
Technical Updates, Sharp will also provide updates to the Distributor via the web.  A
support pack is attached at the back of this policy detailing the system requirements
and operational procedures.
5.5
Service Manuals, Service manuals will be provided to the Distributor free of charge.
Further manuals can be downloaded via the web-site.
5.6
PWB repair facility,  Sharpserv  Ltd  provide a PWB and printer repair facility to the
distributor.
Please return faulty Units to :-
Sharpserv
County Estate
Nunn Brook Road
Huthwaite
Nottinghamshire
NG17 2HU
5.7
Spare parts, Distributors can secure spare parts directly through Sharp Electronics
(UK) Ltd.  The terms and conditions of our spare parts supply are attached at the rear
of this policy.
Distributors nominated dealer will only be supplied with spare parts through
Willowvale Electronics (UK) Ltd, (please refer to section 6.13 for more details).
5.8
Field Support,  Sharp will provide field support for difficult technical problems to
Distributors or their nominated dealers, at a cost of (price rank BF) per hour, or part
thereof, plus mileage at (price rank AA).
It is a condition of this support that a Distributor engineer, along with the nominated
dealer engineer, attend the site.  The Distributor will be invoiced for all work
undertaken.
6.0 Distributors Responsibilities.
6.1
Warranty, Sharp ECR/EPoS equipment is supplied on a 
bought out warranty to
the Distributor. It is the Distributors responsibility to make clear to their nominated
Dealers the warranty offered.
6.2
Product faulty from new, product will be repaired by the Distributor at the
Distributors cost.
6.3
Damage  In Transit,  the Distributor must notify Sharp Distribution of receipt of
damaged product with 3 days of receiving the product. Please send details to;
Distribution Department
Sharp Electronics (UK) Ltd
Sharp House, Thorp Road
Newton Heath
Manchester
M40 5BE
Tel : 0161 205 2333 (Distribution Department)
6.4
Shipping Product to Dealers,   ensure that product is not supplied to their dealer
unless the dealer has adequate trained engineers to support the product.
As a minimum, each dealer must have at least two  Sharp trained engineers on the
product they are servicing.
6.5
Field Service, ensure that engineers servicing Sharp equipment attend and attain the
required standard of a Sharp technical training course before attending field service
requests, installation, commissioning or operator training.
6.6
Field Service Support for Difficult Technical Problems, provide the dealer with
field accompaniment where the dealer requests assistance on difficult technical
problems.
6.9
Telephone Hot-Line Support, provide their Dealers with a dedicated technical hot-
line facility available from 9:00 am through to 5:00  pm Monday to Friday, but can
exclude public holidays.  This line must be manned by a Sharp trained engineer for
products sold.
The distributor  hot-line must have access to all technical documentation issued by
Sharp.
Important: Sharp telephone hot-line support is dedicated to Distributors and Sharp
approved dealers.  Distributors must, therefore, support all enquiries from their
Dealers. If Sharp receive a call from the Distributors nominated Dealer the call will be
referred back to the Distributors hot-line for support.
6.10
Technical Updates,  Sharp will issue from time to time technical updates.  It is the
Distributors responsibility to maintain accurate records and re-issue this information
to their nominated Dealers.
6.11
Technical Support Sharp provides a Technical Web-Site . Sharp will issue a support
pack detailing the system requirements and its operation.  It is the Distributors
responsibility to provide their nominated Dealers with access to this information.
6.12
Quality Reporting, report to  Sharp any epidemic failure encountered during their
service operations.
6.13
Spare Parts Supply,  it is the Distributors responsibility to provide spare parts to their
nominated dealers, therefore, they must carry adequate spare parts.
Alternatively they can advise their nominated Dealers to secure spare parts through
Willowvale Electronics UK Ltd
Tel No : Manchester
0161 682 1415
Reading
01734 876444
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