Service Guide Casio CS Headquarters • Preface • Organization • Basic Policy • Roles of Overseas CS Department • Improvement Activities by CS-QCD • Division in Charge Service Policy • Service Support • Responsibility of Service Centers / Distributors Spare Parts 3 3 4 5 5 6 7 8 8 14 15 Page - 1- All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD. Spare Parts • Spare Parts Index • Spare Parts Order • Allocation • Order Confirmation • Account Balance • Proforma Invoice • Remittance • Picking and Packing • Shipment • Courier Service or Air Cargo • Policy Issues - Parts Stock Distribution System • Policy Issues - How to Think Spare Parts Inventory • Policy Issues - Price Code • Parts Information on Website • Watch Parts Order Guide Line (Regular) 15 15 16 20 20 21 21 21 22 22 22 24 25 26 27 28
Transcript
Service Guide
Casio CS Headquarters• Preface • Organization • Basic Policy • Roles of Overseas CS Department • Improvement Activities by CS-QCD • Division in Charge
Service Policy• Service Support• Responsibility of Service Centers / Distributors
Spare Parts
3345567
88
14
15
Page
- 1-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Spare Parts• Spare Parts Index• Spare Parts Order• Allocation• Order Confirmation• Account Balance• Proforma Invoice• Remittance• Picking and Packing• Shipment• Courier Service or Air Cargo• Policy Issues - Parts Stock Distribution System• Policy Issues - How to Think Spare Parts Inventory• Policy Issues - Price Code• Parts Information on Website• Watch Parts Order Guide Line (Regular)
15151620202121212222222425262728
Service Guide
System & Customer Support• Service Management System• Customer Support Center
Technical Matters• Service Methods• Repair Basic Flow• Service Manual / Service Bulletin• Recommended Workshop Environment• Reports Issue
Appendix
303031
323234353839
42
Page
- 2-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Appendix• Area Support
4242
Casio CS Headquarters
Preface
First things first
It is a basic business for a service business to solve not only repairing a customer's
goods but a customer's trouble speedily, to offer service suitable for the customer's needs,
and to give a customer’s delight.
For that purpose, it is required to get to know knowledge and technology when
undertaking a service business, and its rule.
This service guide book clarifies the role of the service members while obtaining
an understanding of the service business of the Casio products.
Moreover, I am sure that the better relation of the whole Casio group can be built.
This service guide book is useful to your business, the further delight is given to
the Casio customers, and I hope you develop increasingly.
- 3-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Casio CS Headquarters
CS Headquarters
Overseas CSDepartment
Domestic call
- Advice
- Inquiry
- Claim, Complaint
Organization
Domestic planning
- Domestic system, rule
- Cost management
- Market Quality
Senior General ManagerT. Kashio
General ManagerY. Kido
Domestic CSDepartment
Customer SupportCenter
- 4-
- Strategic planning
- Service Rules
- Accounting
All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Through the continuous activity “Three Major CS + Quality Management”, we will enhance “CASIO” brand value.
After CS
Function CS
Quality CS
The product quality is considered as a business challenge and business activities
to respond to the expectation from customers and Society.
+
Three Major CS
: CS Activities to focus on After Service for Customers.
: CS Activities to focus on Price and Function to satisfy customers.
: CS Activities to focus on Product Quality to satisfy customers.
Quality Management
Casio CS Headquarters
- 5-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Roles of Overseas CS Department
For Subsidiaries / Service Centers / Distributors,
Make the service support to increase Customer Satisfaction.
By making or changing warranty rule / other system,
Contribute the sale and profit increase.
Even if user purchased Casio products anywhere,
Make the system to give enough service to end-users.
By executing “Speedy, Exact, and Polite Customer Support”
Increase and keep Casio fan.
Policy
Improvement Activities by CS-QCD
Set up the standard evaluated service level in area objectively.Raise service level in the world.
Responsibilityby each area
Dependence
Repair Quality
Repair Speed Service Cost
Parts StockRepair Cancel Pre
mis
e
5 Indices
Support
QCD; Quality, Cost, Delivery
Casio CS Headquarters
- 6-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Pre
mis
e
Parts Supply
Support
Responsibilityby Headquarters
Division in Charge
Casio CS Headquarters
- 7-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Service Support
After Sales Service Support System
<Aims>
Casio will use the systems outlined below to support its service centers/distributors in carrying
out in-warranty repair for customers.
1. Service centers/distributors who can carry out spare
parts order regularly and repair products that were
sold not only by themselves but also by other companies.
2. New service centers/distributors
3. Service centers/distributors who can handle
in-warranty repair based on tourist / G-Shock
International warranty system.
1. e-Invoice System
2. Parts Allowance System
3. Tourist / G-Shock
International Warranty System
Service Policy
- 8-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
1. e-Invoice System
<Aims>To enable ASC (Authorized Service Center) to carry out in-warranty repair for a 1-year period
(2 or 3-years for data-projector), Casio will pay the costs incurred for defective parts or product
replacements used in in-warranty repair.
<What is the e-Invoice System?>
• Casio will pay the costs of parts or products (irreparable model) for in-warranty repair carried
out by ASC.
• ASC claim these costs to Casio by e-Invoice system.• Casio sends the summary report to ASC around 22nd of the month.• Casio will manage and set off Service Fee against the purchase amount for the Spare Parts
which you ordered.• ASC can check the current status by Website and receive the Service Fee to your local
bank account by issuing an invoice (debit note) with your bank information.• The cost for tourist warranty and projector warranty also can be settled by e-Invoice system.
<Systems>
Service Policy
- 9-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
1.Defective unit
5. Parts & Products Cost
Products purchases Products sales
2. Repaired unit
Overseas Service Division
Service Fee
Casio
ASC
End User
6. Parts order
4. Summary report
3. Claim by
e-Invoice system
7. Parts shipment
<Job Flow to Settle the Service Fee>
ASC can upload repair data at any timeexcept from 21st to 25th every month.
ASC
SummaryReportMonthly
closing of
repair data
submissionPrevious
Month
This Month
Date 1st 10th 20th 22nd 1st
(1)
Next Month
Service Policy
- 10-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Procedure
(1) Casio will close the submission from ASC around 20th.
The repair data that is uploaded after 20th will be carried forward to next month.
(2) "e-Invoice Summery Report" is sent to ASC by e-mail to inform the amount of
service fee around 22nd.
(3) The amount of service fee will be generated at beginning of next month automatically
without your invoice.
* New (revised) service agreement conclusion is required.
Service Fee
Casioe-InvoiceWebsite
Date
(Japan Time)1st 10th 20th 22nd 1st
(3)
(2)
Products purchases
2. Parts Allowance System
<Aims>Casio will provide a parts allowance (a quota to supply parts under free of charge) for service
centers/distributors to carry out in-warranty repair for a 1-year period.
<What is the Parts Allowance?>
• In line with the amount of product purchases, repair parts are supplied free of charge
(required parts to be ordered).
• Some parts are not supplied by parts allowance (bands, batteries, tools, etc).• Each year at the end of March, any surplus in the parts allowance is cut off.• To check your parts allowance balance, contact overseas support section.
<System>
Products sales
Defective unit DistributorEnd Casio
Service Policy
- 11-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Defective unit
Repaired unit
2. Parts order
1. Automatically
Calculation
3. Parts cost
deduction
4. Spare parts
1. According to products purchase, the parts allowance (quota to supply parts under free of
charge) is automatically allocated at a set tariff at the end of each month.
2. Service centers/distributors order spare parts.
3. Parts cost is deducted from parts allowance.
4. Spare parts are shipped under free of charge.
Overseas Service Division
Distributor(Service Center)
End User
PartsAllowance
<Parts Allowance Tariff by Product>In line with the amount of product purchases, repair parts are supplied free of charge (required
parts to be ordered) based on the tariffs shown below.
<Tariffs by Product>
Products Parts Tariff
Basic, Just, Desktop 0.2%
Scientific, Graphing 0.4%
Printer 0.5%
Dictionary, Stationery 0.8%
General 0.2%
Wristwatches 0.8%
Clocks 0.3%
Musical Instruments All 0.5%
QV Cameras All 1.0%
ECR All 1.0%
Calculators
Timepieces
Service Policy
- 12-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
<Parts Allowance Cutoff>Each year at the end of March, any unused portion of the parts allowance is deducted.
If a comparison shows that the amount used for the year was less than the balance at the end ofthe previous March, the balance is deducted by deducting the amount used during the year fromthe balance remaining at the end of the previous March.
March 31, 2012 March 31, 2013
<Example 1>Previous balance (A): 100,000 yen Amount allocated (B): 300,000 yen
* There is no deduction because amount used (C) is larger than previous balance (A).
<Example 2>Previous balance (A): 100,000 yen Amount allocated (B): 300,000 yen
* 30,000 yen should be deducted because amount used (C) is not larger than previous balance (A).
Total (A+B): 400,000 yenAmount used (C): 150,000 yenCutoff (D): 0 yen
New balance 250,000 yen(A+B-C+D)
ECR All 1.0%
Handy Terminals All 1.0%
Total (A+B): 400,000 yenAmount used (C): 70,000 yenCutoff (D): (-) 30,000 yen (C-A) Deduction
New balance 300,000 yen(A+B-C+D)
Products purchases Products sales Casio
3. Tourist / G-Shock International Warranty System
<Aims>A system that provides in-warranty repair in countries other than the country where the product was
purchased.
<What are Tourist / International Warranty?>
• It allows the user to get in-warranty repair in countries other than the country where the product
was purchased.• To receive repairs, the user must present the Tourist or International warranty and a receipt slip.• Tourist warranty covers Timepieces and QV cameras, International warranty covers G-shock. • Tourist / International warranties are currently accepted in around 80 countries. (See the list of
countries printed on the back of the warranty.)• Costs (parts + fixed labor) will be paid according to your claim via e-Invoice system.
<Systems>
Service Policy
Distributor(Overseas)
- 13-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
4. Summary report
OverseasServiceDivision
1.Defective Unit
2. Repaired Unit
3. Claim by
e-Invoice system
5. Parts & Labor Cost
6. Parts order
7. Parts shipment
ASC(Home country)
Tourist(End User)
Service Fee
Responsibility of Service Centers / Distributors
After-Sales Service
Since service centers/distributors are responsible for servicing Casio products, service
centers/distributors are to have the necessary workshop, personnel, tools, parts and so on.
Service centers/distributors are required to provide their customers at least one year
guarantee.
Field Quality Reports
Reports that provide a summary of quality on the market are made using report forms made
available by Casio CS Headquarters. Refer to the section on Technical Matters for details.
Cooperation
Service centers/distributors are to provide their cooperation in response to requests from
Casio CS Headquarters to conduct surveys regarding field quality, service systems, trends
Service Policy
- 14-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Casio CS Headquarters to conduct surveys regarding field quality, service systems, trends
and other firms and so on.
We prepare spare parts for repair of Casio brand products. We have the Part Supply
System from order till shipping. The below figure shows “Basic Flow” of spare parts order.
We describe each item the following pages. If the parts shipping is necessary, please
read carefully & place spare parts order.
Spare Parts Index
Spare Parts
Spare Parts Order
Allocation
<Basic Flow>
- 15-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Order Confirmation
Account BalanceEnough?
Picking and Packing
Shipment
Proforma Invoice
Remittance
No
Yes
Spare Parts Order
Our address
Casio Computer Co.,Ltd.
Overseas Support Section
Overseas CS Department
CS Headquarters
6-2,Hon-machi 1-chome
Shibuya-ku, Tokyo 151-8543, Japan
Tel:81-3-5334-4463
Fax:81-3-5334-4748
Contact
If you have any questions for spare parts order, please do not hesitate to contact us.
Our computer system have several allocation logic in order to keep proper inventory and supply to all distributors in time. One of logic is to allocate “Interchangeable” spare parts when original spare parts are not available. This logic requires one day to complete. Therefore we request you to wait one day Confirmation data after placing your order.
Confirmation sheet
Order Confirmation
Confirmation data will be sent to you one day after placing your order.You are able to confirm following information by Confirmation sheet.
・Parts Code
・Parts Name
・Specification
・Order Q`ty
・Allocated Q`ty
・Non allocated Q`ty
・Allocation schedule
・Cancelled Q`ty
・Unit price
・Amount
Spare Parts
- 20-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
・Allocated Q`ty ・Amount
Account Balance
How to confirm your account balance
Spare Parts Allowance and Account balance
Proforma Invoice
If your Spare Parts Allowance or Account balance are not enough to ship all allocated
spare parts, Proforma Invoice will be issued for your remittance.
1.Please access following ASC Website at first.
URL: https://www.servicecasio.com/
Notice! For Non European Distributors, ID and Password will be given from Tokyo.
Notice! For European Distributors, ID and Password will be given from European
2. Please input your Account no. and Password and then click “Statement of Account”.
Spare Parts
- 21-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
spare parts, Proforma Invoice will be issued for your remittance.
When you receive Proforma invoice, please make your remittance promptly.
Remittance
T/T (Telegraphic Transfer) and L/C (Letter of Credit)
T/T and L/C are only acceptable as standard remittance procedure.
As settlement should be “Advanced payment” or “L/C” basically, when your account
balance would be not enough to ship all allocated spare parts, Proforma Invoice will be
issued for shortage.
After receiving your T/T remittance or opened L/C, picking and packing will be started.
Our bank information is as follows.
Account name: CASIO COMPUTER CO.,LTD.
Bank name: Sumitomo Mitsui Banking Corporation,
Bank branch name: Shinjuku-Nishiguchi branch(0009-259)
Account number: 215457
Swift Code: SMBCJPJT
Picking and Packing
Standard packing condition
Basically, spare parts will be packed by unit of invoice.
Small invoice may be combined into big one.
Special packing request is acceptable under chargeable basis by advanced instruction.
Lead time
Shipment
Spare parts will be shipped from Parts Center in Japan.
We try to ship out within five working days for “Target Lead time” from Order receiving
date to shipping date.
However if Proforma invoice would have been issued as remittance request,
“Lead time” will depend on your remittance schedule.
If you need urgent delivery for few items and request us in advance,
we try to shorten lead time.
Spare Parts
- 22-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
we try to shorten lead time.
Courier Service or Air Cargo
Courier service
Our standard Courier service is selected by bidding.
Please contact us for current courier service.
We recommend shipping by courier service.
You may nominate your shipping agent (forwarder) in the case of AIR shipment.
In case of no nomination, Casio CS Headquarters will select shipping agent with
taking “Freight charge”, “Safety” or any other factors into consideration.
Air cargo
Spare parts price is FOB price and does not include all other expenses like Freight
charge, Insurance, VISA, SGS, Special packaging etc...
These expenses should be charged to you.
Special shipment
You are able to select other shipping way as follows.
Freight charge, insurance etc.
・EMS.
・Air Parcel
・Non Casio standard courier service
Shipping advice
Please contact person in charge for case of special shipment.
In addition, your account number is required to select Non Casio standard courier service.
Spare Parts
- 23-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Wrong delivery
When you found “Defective parts on arrival” , “Wrong Q’ty” , “Missing” matters would be
occurred, your soonest information is required.
Please use application form in “Distributor Parts Claim Report” on our Website.
If your information would be over 3 months after shipment, CS Headquarters may refuse
your request.
Shipping advice will be sent from our shipping section by e-mail.
You are able to contact shipping section directly if you have any question.
Policy Issues – Parts Stock Distribution System
2. Basic rule
1.Purpose of introduction
We have introduced the parts stock distributing system due to the following reasons.
a) Parts stock in Casio is prepared on the basis of the usage of all distributors
(Order quantity to Casio) for some months.
b) We have to distribute our spare parts stock to all distributors fairly.
a) The system automatically distributes our parts stock to all distributors fairly
on the basis of their usage (Order quantity to Casio) distributor by distributor and
item by item.
b) Order parts which are out of distributed quantity will be prepared by the lead time
from factory.
Average Order in this Distributed q`ty Out of
Usage month from our stock distributed q`tyParts A situation
Example
Spare Parts
- 24-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
3. Special arrangement as (A) parts
If you have any special reason which you do need (A) parts urgently, for example,
you have a back log for urgent repair (for after sales service purpose only),
Please do not hesitate to ask us for a request with the special reason, so that we will
negotiate with our production material division about special allocation of (A) parts
from our stock or to make effort to obtain the parts as soon as we can.
4. Recommendation of keeping stable (constant) order
We recommend you to make an order parts by parts and once a 1-2 months
constantly in consideration of the usage for your repair, so that our parts center
can estimate future stock more precisely. And then you will obtain spare parts
more smoothly.
Usage month from our stock distributed q`ty
Our stock 100Distributor A 30 30 30 0
Order Distributor B 50 50 50 0Records Distributor C 20 200 20 180
Total 100 280 100 180(A)(A) parts will be prepared by the lead time from factory
Policy Issues – How to Think Spare Parts Inventory
Parts stock in Casio
“Proper balance” of Inventory amount and parts supply ratio is considered in order to
supply spare parts with reasonable price and smooth shipment.
Supply ratioInventory amount
If inventory amount would increase, following matter may be caused.
Spare Parts
- 25-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Parts stock in your warehouse
Some spare parts may be ordered with much more Q’ty than actual necessary Q’ty.
As a result, such spare parts must be excess (dead) stock.
In order to avoid this situation, your spare parts order should be placed in constantly.
CS Headquarters do recommend you to place regular order monthly.
Equally we recommend you to keep proper inventory level with monthly order.
Recommendation of order timing
If inventory amount would increase, following matter may be caused.
・Increase out of stock
・Increase parts price
Excess stock prevent to purchase necessary spare parts.
Excess stock may affect spare parts price.
Case study
“Spare parts order Q’ty control system” detects 500pcs order from Distributors C as
“Inconstant order” and not allocate this 500pcs from current stock immediately in
order to supply 150pcs (Distributor A and B) with priority.
Distributor A and B place order 150pcs (100+50) monthlyCasio keep 300pcs stock including buffer 150pcs.
In August, distributor C placed huge order 500pcs suddenly and Casio stock changed minus 200pcs. In September, minus 200pcs situation is continued because almost of spare parts lead time is 3-4 month.
Apr May Jun Jul Aug Sep
Order from A 50 50 50 50 50 50Order from B 100 100 100 100 100 100Order from C 0 0 0 0 500 0In (Purchase) 150 150 150 150 150 150Casio stock 300 300 300 300 -200 -200
Spare Parts
- 26-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
order to supply 150pcs (Distributor A and B) with priority.
In this case, Lead time will be around 3-4 months.
Merit of constant order.
・If distributor C place spare parts order monthly, monthly allocation and shipment will be realized.
・Decrease “out of stock” situation make decrease “TAT (Turnaround time for repair)”.
・Proper inventory makes reasonable spare parts price.
Policy Issues – Price Code
Price codes
Price codes consist of 182 types ranging from “AA” to “GZ” and are indicated for each
part in place of the actual prices in the parts finder.
Price code table
CASIO CS Headquarters will supply price code table by e-mail for you in order to
know the actual price.
Please contact our person in charge to get latest price code table by currency.
Parts Information on Website
Following spare parts information are available on Website.
・Parts Finder
・E-Parts Order Entry
・Parts Order Status Report
・Statement of Account
・Distributor Parts Claim Record
・ADJ download
・Product Finder
URL: https://www.servicecasio.com/
Notice! For Non European Distributors, ID and Password will be given from Tokyo.
Notice! For European Distributors, ID and Password will be given from European
- 27-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
2. How to order Main parts and Minor parts
3. Prohibition of inconstant (huge) order/ Recommendation of stable order
1.Main parts (Important parts) and Minor parts (Not important parts)
Watch Parts Order Guide Line (Regular)
The parts list consists of two parts group.
One is Main parts(=important parts) and the other is Minor parts(=not important parts).
The most of normal repair or initial repair within 1 year since released month can be
done by the main parts basically. And you are able to use the minor parts for particular
repair or low failure repair.
Minor parts should be ordered carefully in consideration of the actual usage of
your repair and your technical skills.
(=Minor parts is not storage parts in distributor)
Main parts should be ordered and stocked appropriately in consideration of your
parts usage and repair usage for similar models.
According to our analysis, the parts, especially low price parts, which are ordered by
Spare Parts
- 28-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Example (for Watch)
Main Parts Minor Parts Main Parts Minor PartsCase/Center Assy Glass & Packing Module Battery StorageBands Bezel (Inner) LCD Capacitor/TrimmerO-Ring Button Assy PCB Assy Contact/BatteryEnd Link E-Ring Analogue Block CushionBezel （Outer） Screw ELProtector Adhesive Tape Inter connector
Dial LabelCover/Back Assy Oscillator/CrystalSpring Rod Spring CoilCushion/RubberScrew/DecorativeCasing FrameCrown with StemSecond/Hour/Minue Hands
According to our analysis, the parts, especially low price parts, which are ordered by
one-shot parts order just after release of new model, tend to become excess stock
and dead stock a few year later.
Therefore, please avoid an inconstant order and one-shot order just after release of
new model for you not to face excess stock and dead stock.
In addition to that, your constant stable order supports accurately parts production
plan of our production material division and we can prepare reasonable stock for you.
4. The recommended procedure of initial parts order and stock keeping
Spare Parts
Stock Situaiton of Distributor
At Releasing Parts List forNew Model Usage Result of
Main Parts for
Similar Models
Item q`ty of Main Parts Item q'ty of Main Parts
Q'ty Monthly Usage
Recommended Initial Parts Order and Parts Stock Operation
Q'ty
Order Situation from Distributor to Casio
Q'ty
Item q`ty of Main Parts
Parts List
Arrangement from Casio
Initial order
(Main)
- 29-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Monthly Usage Monthly Usage
Q'ty Q'ty Spot Usage
Item q'ty of Main Parts
Item q'ty of Main Parts Item q'ty of Minor Parts
Q'ty Monthly Usage
Spot Usage Item q'ty of Main Parts
Item q'ty of Minor Parts
Item q'ty of Main Parts
Q'ty Monthly Usage 3 Month Monthly Usage
Stock
Extra Stock
(Over 3 Month)
Spot Usage
After
Lauching
New ModelItem q'ty of Minor Parts
Q'ty
Item q'ty of Minor Parts
Q'ty
Supplementary
Order(Main)
Arrangement from Casio
Backlog to Repair Initial Order
(Minor)
Supplementary
Order(Minor)
Supplementary
Order(Main)
Service Management System
System & Customer Support
CASIO H.Q.
Our regional H.Q.&ASC
・System development & Server Hardware maintenance
・Master DB (Data Base) maintenance
・Repair report output （TAT: Turnaround Time, Cost)
・Spare parts order
・Repair report output (TAT, Cost)
・Warranty claims
Worldwide network of service management system
- 30-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
INDIA/JAPAN
The role of customer support center in India is to take care of
technical e-mail inquiry in other areas (Latin, Asia, Oceania, India,
Middle east, Africa) together with Overseas promotion section in
Japan.
EU
UK
Other 6 support centers
Individual each support center is responsible to handle e-mail/call
inquiry in each country and report number of inquiry etc. to Tokyo.
Overseas promotion section supports them by sharing useful
information and taking care escalation.
System & Customer Support
Worldwide network of customer support center
Customer Support Center
- 31-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
U.S.A.CHINA
TAIWAN
INDIA
EU
To aim to become top of customer support center in the industry.
CASIO brand image-up
JAPAN
Brazil
4/2012~
Technical Matters
Service Methods
There are 2 kinds of Repair methods on Casio Consumer products.
1. Repair Model or 2. Replacement Model
Please provide the sufficient service to the customer as mentioned following methods.
Repair model
a. Casio provides Service Manual and Parts List by downloading from Casio ASC Website.
b. In accordance with those technical information, Casio service center/distributor shall order
the necessary spare parts and repair Casio products.
Replacement model
a. Low-cost products or Irreparable products such as sealed case.
b. Some products which are decided by Casio CS Headquarter.
c. Service Manual and Parts List will be not provided.
d. Replace the defective product with new one by using your stock (inventory).
1. Consumer products
- 32-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
d. Replace the defective product with new one by using your stock (inventory).
As for the replacement model of
Watch products, basically three Items will be
supplied as spare parts.
Refer to right Figure
( Band, Spring rod, O-ring)
Band
O-Ring Spring Rod
*Exceptions (Watch only)
Main category consumer products
Watch Calculator Dictionary Digital CameraMusical
InstrumentProjector
Consumer
Products
Main body
Options
There are 2 kinds of Repair methods on Casio System products.
1. Repair for Unit (Main body) or 2. Replacement for Options
Please provide the sufficient service to the customer as mentioned following methods.
a. Casio provides Service Manual and Parts List by downloading from Casio ASC HP.
b. In accordance with those technical information, Casio service center/distributor shall order
the necessary spare parts and repair Casio products.
a. Service Manual and Parts List will not be provided.
b. Replace the defective option with new one by using your stock (inventory).
Following items are the example of Options
Technical Matters
Service Methods
2. System products
- 33-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Main category system products
Ink Ribbon
Cash tray
Wet proof cover
Splash Protect cover
Key sheet holder
etc
AC adapter
Cradle (Some Items)
Cable
Battery Pack
Battery Charger
etc
Cash Register Handy Terminal
Cash RegisterHandheld
Terminal
Replacement
Repair Products(Main body)
Option items
System
Products
Repair Basic Flow
・Accessories present as
stated in user report?
・Any damage other than that
described in the user report?
・Select the required parts.
Reception
Accessories check
Fault check
Arrangement for parts
・Unpacking
・Any damage during unpacking?
・Data entry
・Warranty provided?
・Within warranty period?
・Refer to the parts list
・Any immersion damage?
・Is the problem within specifications?
Technical Matters
- 34-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
・Select the required parts.
・Refer to the service manual
・Replace battery
・Replace inner casing
・Visual check
・After-repair cleaning
・Power consumption test
・Issue dispatch slip
・Create delivery docket
Repair work
Testing
Dispatch
・Refer to the parts list
・Replace outer casing
・Packing
・Minor repairs
・Water proof test
・Function test
・Shipping inspection
Technical Matters
Service Manual / Service Bulletin
Issued when Provide the type of
new products are released Key information listed below
Service Manual
Product
specifications
Testing/Inspection
method
Disassembly/
assembly
Service Bulletin
Information
types
Technical data
Troubleshooting
guides
Guide to
the repair tools
Contents
Service Manual/
Service Bulletin
contents
- 35-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
*Some models may not indicted all the information listed above.
Wiring
diagrams
Exploded
view
Parts lists
Updates
Color changes
Guide to
changes
Latest updates available Website.
①Login to "https://www.servicecasio.com/".
Technical Matters
How to find the information on Website
- 36-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
②After reading this explanation carefully, then Click “I Agree“.
③ Click “Service Manual/Bulletin/Soft/Parts List Download”.
Technical Matters
- 37-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
④Click “HELP” how to use this page.
Working environment
Environment
Tool
・Implement antistatic measures.・Do not place products that generate magnetic fields nearby
(mobile phones, speakers, etc.)・Always keep your workplace neat and tidy (keep your desktop clean).・Organize repair parts containers clearly (arranged so that the status
of repairs is readily visible).
Recommended Workshop Environment
Technical Matters
General tools Special tools Personal computer ・Screwdrivers ・Torque screwdriver ・Tweezers ・Special screw drivers
etc. ・Waterproofing tester
etc.
- 38-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Effective workshop Ineffective workshop
*In regard to other special tools, please
refer to service manual for each model.
Casio is committed to maintaining the quality of its own products on the market.
Feedback from customers and information from the market is channeled to the R&D
division as part of our ongoing efforts to further improve product quality.
In the situations below, use the designated forms to provide prompt and concise reporting
to Casio.
This will assist Casio in providing a speedy response.
1. When a Casio product caused personal injury.When the product emitted smoke or caught fire.
2. When product quality was defective.
Send reports to:
Technical Center for that region
(See "Area Support".)
Send a copy to CASIO HQ also.
⇒⇒⇒⇒ Accident report
⇒⇒⇒⇒ Quality report
Reports Issue
Technical Matters
- 39-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
1. Accident report
If an accident involves smoke, fire or any personal injury, report it immediately.
Technical Matters
Accident occurs
Do any of the following apply?
□A person using the product
sustained an injury.
(minor or serious)
□Smoke or fire came from
the product during in use.
□If personal injury occurred,
Does not qualify as an accident.
(Does not need to be reported to Casio.)
Apply
Do not apply
- 40-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
□If personal injury occurred,
check the condition of
the injured person.
□Check the condition of the product
and any other circumstances
relating to the injury.
Complete the designated form,
ensuring that nothing is omitted,
and send it to Casio.
The report forms are available
on our Website.
2. Quality report
If quality defects involving the same fault occur, report the problem using the procedure shown below.
Technical Matters
Problem occurs
Do any of the following apply?
□The defect occurs frequently on
the same model.
□The same defect details often
arise.
□Many products of the same
model are faulty.
Repair as a normal defect.
Apply
Do not apply
- 41-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
Complete the designated form,
ensuring that nothing is omitted,
and send it to Casio.
The report forms are available
on our Website.
Area Support
Casio has Technical Centers in the 9 locations listed below.
Casio Computer Co., Ltd., CS Headquarters, Overseas CS Department
Casio Singapore Pte Ltd
Guangzhou Casio Techno Co., Ltd.
Casio India Co., Pvt. Ltd.
Casio Middle East Fze
Casio Europe GmbH
Casio LLC
Casio America, Inc.
Casio Brasil Comercio de Produtos Eletronicos Ltda.
Each of the Centers provides support to the agencies in its region.
(1) Technical assistance
(2) Technical/Service Training
(3) Regular personal meetings with CASIO Service centers / Distributors
Appendix
- 42-All Rights Reserved, Copyright (C) CASIO COMPUTER CO., LTD.
(3) Regular personal meetings with CASIO Service centers / Distributors
(4) Emergency visits if epidemic quality problems occur
In the event of a problem, refer to the list of contact information for each country and then
