The reported fault will be analysed by Fujitsu. If a remote fix is not possible and the hardware has to be repaired, the defective device will be collected from the customer and brought to a qualified service point (service partner or repair centre) for repairs. The respective collect and return procedure may differ from country to country.
The collection is realized either

• by a pick-up by one of Fujitsu's repair logistics providers. The defective device will be collected from the customer’s address (at the main entrance, if not otherwise agreed). The customer has to adequately package the defective device before collection unless he has been advised by the help desk that the logistics provider will use its own transit boxes to transport the device,
• or by a waybill / prepaid delivery label for the customer to coordinate the collection at his discretion. The customer has to adequately package the defective device before collection.

The reported fault will be analysed by Fujitsu. If a remote fix is not possible and the hardware is defective, it will be replaced by an equivalent. The defective device will be picked up from the customer’s address (at the main entrance) and at the same time a new equivalent is delivered to the same address.

In a warranty case Fujitsu shall bear the costs for eliminating the fault and for the required materials/parts. The costs for the resulting labour time and the costs and risk of transport to and from the qualified service point (service partner or repair centre) shall be borne by the customer.

The reported fault will be analysed by Fujitsu by means of telephone support or remote access. At Fujitsu`s discretion a service engineer will be scheduled for further on-site diagnosis and solution as necessary to resolve the diagnosed problem. In case of a hardware failure, the operational readiness will be restored by replacing or repairing the defective part at the installation location.
The condition for this on-site service is that the customer's premises are located within a distance of 50 km (paved roads only) or one hour driving time from a Fujitsu service partner or Fujitsu repair centre. If longer distances must be travelled, Fujitsu reserves the right to charge separately for any additional costs resulting for travelling and travelling time in agreement with the customer, or to repair the device after being sent in by the customer to a central Fujitsu repair centre. The latter also applies should repairs not be possible on site.

The reported fault will be analysed by Fujitsu. If a remote fix is not possible and the hardware has to be repaired, the customer is requested to bring the defective device to a qualified service point (service partner or repair centre). When the repair work is completed, the customer is notified that the device is ready for collection.
The Bring-In service includes the provision of all required spare parts as well as the related labour costs but not the transport to and from the service point.

The reported fault will be analysed by Fujitsu. If a remote fix is not possible and the hardware has to be repaired, the customer is requested to send the defective device to a qualified service point (service partner or repair centre). The transport and insurance costs have to be borne by the customer. The customer is responsible for adequate packaging to protect the defective device.
The Send-In & Return service includes the provision of all required spare parts, the related labour costs and the return postage for the device to the sender or to any other address within the country in which the service point is located.