Biometrics Integrated has manufacturing partnerships with leading companies.

Service Plan

Biometrics Integrated has developed a warranty, service and repair strategy that allows a first class cost effective service to be provided to the VAR chain and direct customers.

Warranty, Service and Repair

Products will have a 90-day to 1-year warranty depending on the customer.  The company will use a database to authorize and track warranty, service and repair operations.  The database will allocate a Returns Material Authorization number against which warranty, service and repair operations will be carried out.  The RMA number must be printed on a service label attached to the returned goods.  All units arriving at the Biometrics Integrated service centre without a RMA number will be quarantined until a RMA number has been issued.

Units in Warranty

In the event of a unit failing in the field, one of three methodologies will be followed to replace the unit.

Phone Support

The customer will phone the service help line, the customer information will be checked on the sales database and a RMA number issued for the return.  On receiving the unit with a valid RMA number the unit will be inspected and tested with the fault logged to the company product database. On a case-by-case basis the fault may or may not be corrected and the unit returned to support stock.  In the event of the unit being willfully damaged, a photo of the damage will be taken using a digital camera with a tick box report and brief comments produced.  This together with an invoice for the replacement unit will be sent to the customer.  Repeated incidences of wilful damage from a customer will result in an additional labour charge.  In some cases a black-list will also be operated.

Units Received by Post

The unit will be bonded into a store until the customer has been contacted and a RMA number issued.  On issuing a RMA number, a replacement unit will be sent by next post to the customer.  In the event of miss-use or wilful damage, the standard rules will apply.

Service / Repair

Service and repair agreements will have a special prefix number to allow the costs and progress to be carefully monitored.  All units will be tested and the test results logged in the company product database.  The test PC will recommend a number of simple repair operations. Those units that fall outside of those operations will be quarantined and a replacement unit sent to the customer. The quarantined units will be reported once a month to the management team where either an examination, bonding or scrap note will be raised to clear the units off the service centre books.

All units returned will have a target turn-around time of 5 working days.  Where this cannot be achieved, service stock of recycled units will be sent to the customer to replace the unit in repair.  This process will be monitored and progress tracked by the company’s management database and statistics reported in the weekly management meetings.

Performance Targets

Warranty, service and repair targets will be reviewed once a month to ensure adequate resources and a good quality service is being maintained.

Third Party Service Centers

A number of third part service / support centers will be chosen and trained to carry out warranty, service and repair operations in Non European areas.

India, USA (New York, California), UK, Dubai, UAE, Oman, Bahrain, Saudi Arabia, Australia, South Africa, Canada, America, Middle East, Europe, Asia, Argentina, Austria, Azerbaijan, Bahamas, Bangladesh, Belgium, Bhutan, Brazil, Brunei, Bulgaria, Burma, Cameroon, Canada, Chile, China, Colombia. Congo, Costa Rica, Croatia, Cuba, Cyprus, Czech Republic, Denmark, Ecuador, Egypt, England, Laos, Malaysia, Maldives, Islands, Mauritius, Mexico, Myanmar, Nepal, The Netherlands, New Zealand, Nigeria, Ireland, Norway, Oman, Pakistan, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Scotland, Seychelles, Sierra, Singapore, South Africa, Spain, Sri Lanka, Sudan Sweden, Switzerland, Syria, Taiwan, Tanzania, Thailand, Trinidad, Tunisia, Turkey, United Arab Emirates, United Kingdom, Britain, United States of America,  Vatican, Venezuela, Vietnam, Wales, Zimbabwe, Ahmedabad, Agra, Allahabad, Amritsar, Aurangabad, Bangalore, Baroda, Bhopal, Bhubaneshwar, Bikaner, Calicut, Chennai (Madras), Chandigarh, Coimbatore, Dehradun, Faridabad, Gandhinagar, Gwalior, Guwahati, Hyderabad, Indore, Jaipur, Jalandhar, Jammu, Kanpur, Kholapur, Kochi (Cochin), Kolkata (Calcutta), Lucknow, Ludhiana, Mumbai (Bombay), Mysore, Nagpur, Nashik, New Delhi, Patna, Pondicherry, Pune, Raipur, Rajkot, Ranchi, Sangli, Sholapur, Shimla, Srinagar, Surat, Thane, Trichi, Thiruvananthapuram (Trivandrum), Udaipur, Vadodara, Varanasi, Vijayawada, Vishakhapatnam, Goa Andhra Pradesh, Assam, Bihar, Goa, Gujarat, Karnataka, Madhya Pradesh, Maharashtra, Orissa, Punjab, Rajasthan, Tamil Nadu, West Bengal, Chandigarh, Delhi Devlopement, Andhra Pradesh, Assam, Bihar, Goa, Gujarat, Karnataka, Madhya Pradesh, Maharashtra, Orissa, Punjab, Rajasthan, Tamil Nadu, West Bengal,  Chandigarh, Delhi

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