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Frequently Asked Questions (FAQs)
Please click on the questions below to get their answers.
1.Who do I contact for technical assistance or further customer service?
2.How do I get my unit repaired?
3.Are Out of Box Failures handled differently?
4.What if I forgot my login or password?
5.Why am I getting an error when I try to track the order?
6.What do I need to do to get the unit repaired under warranty?
7.Why is Proof of Purchase required on all warranty requests?
8.I have already registered my tool, why do I have to provide a Proof of Purchase for warranty?
9.How do I find the warranty on my unit?
10.Are freight costs covered under warranty?
11.Can I get a replacement or a credit instead of getting the unit repaired under warranty?
12.What is the warranty on software?
13.Why am I being charged for a repair when the new software caused the unit to fail?
14.Can I get an estimated cost for a repair?
On most products, repair estimates are not available until an authorized technician has evaluated the unit. All non-warranty repairs will include a diagnostic fee, which can be found when you enter the item to be repaired on the RRA tab. Other non-warranty repair charges will be labor at $89 USD per hour, handling at $14 USD, the cost of repair parts, freight, and tax where applicable.
If you refuse the estimate and want the unit scrapped at the repair center there is no charge. However, if you want the unit returned not repaired, you will be charged the diagnostic fee plus shipping, handling, and tax.
There is a diagnostic fee even if there is No Problem Found.
If the unit is not serviceable, there is no diagnostic fee; however, you would still need to pay for freight and handling if you want the unit returned.
If you do not respond to an estimate in a timely manner, your unit will be scrapped at the Service Center.
15.What does it mean when a unit is not serviceable?
16.Why didn’t you contact me before returning my unit unrepaired?
17.Is there a priority given to units that have previously been in for repair?
18.How does the Repair Technician diagnose and verify the problem?
19.What happens when I requested an estimate, but got invoiced for a repair without being contacted?
20.Can I purchase parts to repair my own tool?
21.Are Loaners or Rentals available?
22.Can I buy an Extended Service Contract?
23.Does product need to be validated before I buy an Extended Service Contract?
24.Why am I being charged a diagnostic fee? I have never been charged that before.
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