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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?
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?
Yes, on some products. Please contact Technical Support for help in identifying the defective part and if it is available for sale. Every effort is made to make repair parts available when they are easily installed in the field. Unfortunately many electronics components are not available for sale because even opening an electronic unit without the proper environmental and process controls can cause further damage to it. Also, there may be other failures beyond the obvious, such as visual defects. Sending the unit to an authorized Technician with the proper equipment and test fixtures assures that it gets fixed right the first time and any required updates are being performed. Sending it in may actually reduce your time and expense to get it repaired.
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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