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FAQ

Product Warranty and Services - Digital Factory & Process Industries and Drives

(Excludes Medium Voltage Products - Contact the Customer Interaction Centre (CIC) for inquiries)

Contacts and Policy

Do you have one contact for all Post Sales Service requests?

The Customer Interaction Centre (CIC) is available 24x7 by phone 1-888-303-3353 or via e-mail cic.ca@siemens.com.

Due to our products vary significantly from size, weight and complexity, warranty policy and service process can vary correspondently to satisfy customer needs.  Policy and process for Medium voltage Perfect Harmony products are different and not applicable here.  Please check contract terms and conditions.

Note the damage in detail on the waybill, take pictures on the damage, and notify your local Siemens contact (responsible OM if available) immediately. They’ll file a claim for Transport Damage and advise you of the next step. Please refer to our Terms and Conditions:
 http://www.siemens.ca/web/portal/en/ProductsServices/Documents/SPEEDFAX/Terms%20and%20Conditions.pdf 

Earlier identifying transportation damage will smooth insurance claim. At late stage, please take pictures of the damage prior to removing the product from the box (if possible) and notify your local Siemens contact (responsible OM if available) immediately. 
Mechanical damage is not covered by product warranty, but we will assist you to file a claim to carrier or insurance.

Contact your Siemens Sales Rep., who will process an Instant Field Credit for you. Order a new product through regular channels.

Contact the Customer Interaction Centre (CIC) or the appropriate Field Service Coordinator or Spare Parts Contact for assistance.

Contact the Customer Interaction Centre (CIC) at 1-888-303-3353 or the appropriate Field Service Coordinator or Spare Parts Contact for assistance.

Unless you’ve other special agreement, the warranty on a new product is 12 months from the date of installation or 18 months from the shipping date from Siemens to the purchaser, whichever occurs at first.  Here is the link to Terms and Conditions:
 http://www.siemens.ca/web/portal/en/ProductsServices/Documents/SPEEDFAX/Terms%20and%20Conditions.pdf

Normally Product warranty covers material (parts) only. For special circumstances please check with Siemens Field Service Coordinator. You can refer to your contract terms and conditions if other agreement settled.

Your Siemens Warranty Contact can validate the warranty period for you based on serial number and part number, but the warranty decision is finalized by the factory that receives the goods for repair or replacement.

Completing the RMA Request Form ensures that your Siemens Contact has all the necessary information in order to proceed with your request. Incomplete forms or RMA requests without a form are delayed while your W/NW/R Contact tries to collect the necessary information.

Siemens Canada requires confirmation from the shipper that any product coming back to our warehouse is free of contaminants and poses no health risk to our employees. Goods returned without a completed form cannot be processed.

Field Service

Who do I contact for onsite Field Service?

Call 1-800-303-3353 and the Customer interaction Centre (CIC) will direct your call appropriately.

Normally product warranty covers product only. Siemens Canada offers goodwill to cover warranty-related labour on some engineered products (LV distribution cabinets) and large drives which are physically difficult to remove. Speak with your Field Service Coordinator to confirm.

You are required to complete a Siemens Service Request Form (FIR), and provide a PO with “estimated amount $1500.00” to the Field Service Coordinator. Upon receipt we will contact you regarding the service arrangement. If you do not have an account set up with Siemens, you can pay by credit card. We cannot proceed without a hard copy of a purchase order due to audit requirements.

Service rates vary based on type of products or services involved. Speak to your Field Service Coordinator to get specific service rates.

The minimum charge for Service is four (4) hours based on the specific hourly rates.

This depends on your location and our service Tech’s availability. Your Field Service Coordinator will confirm. Customers who signed a service contract with Siemens will be prioritized up to the service level agreement.

If Service was conducted in Canada, you should receive the Service Report and invoice in one month after the service was performed. Service outside of Canada can take up to three months. You may contact your Field Service Coordinator to confirm.

You are required to complete Siemens Service Request Form (FIR), and provide a PO with “estimated amount $3000.00” to the Field Service Coordinator. Upon receipt we will contact you regarding the service arrangement. If you do not have an account set up with Siemens, you can pay by credit card. We cannot proceed without a hard copy of a purchase order due to Audit requirements.  We will send an order to the Siemens office nearest to your equipment’s location to conduct the required service.

Service rates vary depending on the country. We can provide a quote upon request.

Please be prepared for the challenges of time zones and foreign holidays. There may also be local law requirements to take into consideration for some repairs. Your Field Service Coordinator will work with you to minimize delays. Having a dedicated contact onsite will be helpful to the assigned Service Technician or local Siemens office. Please have a contact name ready when you request Service.

When your company does not already have an account set up in our SAP system, you need to pay by credit card for service or parts. A new account set up requires minimum purchase conditions and financial assessments, which may take a week or more.

Product Support

Who do I contact for Low Voltage Power Distribution / Industrial Control Product Support?

Please contact the Customer Interaction Centre: 1-888-303-3353
 cic.ca@siemens.com.

Please see our Support web site for:

  • Application knowledge

  • Documentation download

  • Creating / tracking support requests

  • . . . much more

  •  

http://support.automation.siemens.com

Online interactive catalogue on all products:
https://eb.automation.siemens.com/goos/catalog/ 

PDF catalogue downloads for low voltage power distribution and industrial control products:
http://www.sea.siemens.com/us/Products/Controls/Catalogs/Pages/IndustrialControlsCatalog.aspx

Repairs and Replacements

Who are my Warranty / Non Warranty Repair Contacts?
  •  If the value of the part is less than $250, please contact your Sales Rep, who will issue an Instant Field Credit for you. Order a new product through regular channels.

  • If the value of the part is greater than $250, send a completed RMA Request Form to your Warranty Contact. We will either replace the part or repair it free of charge.

Unless you’ve signed an extended warranty agreement, the warranty on a new product is 12 months from the date of installation or 18 months from shipping date from Siemens to the purchaser, whichever occurs first.

In most cases, we can issue replacements for warranty claims. For some products, replacements are not available, so the part will need to be returned for warranty repair. Please complete the RMA Request Form and return it to your Warranty Contact. Warranty conditions apply.

No. If a product fails under warranty, Siemens supplies replacements or repairs where applicable. We do not issue credit for a defective product. Please do not order replacements through Order Management before speaking with your Warranty Contact. Your Warranty Contact can also rush a product order for you. Please advise on the RMA Request Form if the part requires to be rushed.

We send defective product back to the factory for evaluation. If the factory determines that the product was faulty due to a customer issue, or wasn’t defective, then Siemens Canada charges for the replacement that was sent to you. An evaluation fee may also apply. Refer to warranty conditions.

You have three options depending on your product and the options availability:

  1. Exchange: includes rebate on defective product, and full warranty on replacement product.

  2. Rush Repair: for a surcharge, product is repaired within ten days.

  3. Standard Repair: products repaired within 4-6 weeks for plants located abroad, and about 10 days for local plants

Please advise your Warranty Contact that you need the user data retained on the unit. We will do our best to ensure your data is not lost during the repair process.

Scrapping fees are payable on non-warranty items when they are not repairable due to technical reasons, or when products are repairable but the customer does not want to proceed with a quoted repair. Evaluation fee are payable on non-warranty items when a technician tries to repair an item but it is not economically or technically possible, or the customer decides not to proceed with a quoted repair.  You can select to ship back the un-repairable goods at your cost as well.

Spare Parts

Who do I contact if I need parts after-hours?

Call 1-888-303-3353 and the Customer Interaction Centre (CIC) will direct your call to the appropriate person.

Yes, after-hours spare product costs will be --> product price + labour cost (minimum $600 charge)

The minimum spare parts order amount is $300 for most of products.  Check with your spare part service rep.

When your company does not already have an account set up in our SAP system, you need to pay by credit card for service or parts. To set up a new account requires minimum purchase conditions and financial assessments, which may take a week or more to process.

 Please allow Siemens Canada 45-60 days to issue credits, as a defective product has to be assessed at the repair centre to confirm credit is due.

Authorized Repair Centre for AC Servo Motors - 1FT5,1FT6,1FK6,1FK7,1PH6,1PH7.
K&S Services, 
ATTN. Mr. Elliot Dobski
 2300 Bristol Circle, Unit 4
 Oakville, Ontario L6H 6P8 
 Ph:   416-618-4320   Fax: 905-465-0412
 After Hours Emergency: 416-919-5567 
You can contact the Customer Interaction Centre at 1-888-303-3353 for any related questions at any time.

The 'Z' at the part number suffix means your part has customized options. Your Siemens Contact will need the serial number in order to provide you with pricing on an identical part. The serial number will be on the product nameplate.

The MLFB is the part number. The serial number appears behind the manufacturer code prefix “Nr.E“ / “Nr.YF“ / “No.E“ / “No.YF“.