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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?
Proof of Purchase is required for warranty consideration and must be sent in with the unit. This would typically be a receipt or invoice that shows proof of payment and must include the part number and price. Order Acknowledgements cannot be used as a proof of purchase and hand written receipts are not accepted. Items may be returned to you unrepaired if a valid proof of purchase is not sent in with a warranty request.
The warranty is only valid for the original purchaser of the unit. The warranty covers defects in material and workmanship, but not physical damage, abuse, or normal wear. Consumables and accessories (i.e. batteries, sensors, cables) may not carry the same warranty as the tool. Please see the warranty statement that comes with the product for complete details.
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?
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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Build Version: Feb 11, 2014 DB version: .NET version:4.0