Changes to the Hasselblad Repair Procedures for Pro Centre Customers

Dear Hasselblad Service Customer,

As part of our continuing efforts to rationalise our Repair Service while improving the support of your workflow demands, from 1st November 2009 Hasselblad UK will be changing the Repair Procedures for Pro Centre customers as follows:

• The Pro Centre will act solely as an “authorised drop off point” for their customers Hasselblad repairs. Although we encourage all Hasselblad Service Customers to supply their repairs direct to our workshop in Elstree, it is obvious that some customers prefer the convenience of a more central London drop off point.
• The Pro Centre will make available a document for your repair instructions, which must be completed at the time of dropping off your repair with them.
• All instructions must be made clearly in block capitals to avoid any delays or misunderstandings.
• All Hasselblad repairs will be collected and returned (where requested) twice a week to the Pro Centre (typically Monday and Thursday).
• If the return delivery address is different from the invoice address, this must be stated on the repair instruction document supplied by the Pro Centre.
• Once completed, Hasselblad repairs will be invoiced and returned direct to the customer (unless instructed otherwise) only once payment has been received, except in the case of “Service Account” holders where the repair will be immediately returned to the delivery address supplied by the customer. We regret that we will not be able to invoice repairs to your Pro Centre Account.
• All enquiries relating to repairs and support issues must be made directly to our Elstree Customer Care and Service Team – the Pro Centre staff will not be in a position to report the status or advise you with regards to your repair.
• Our target turn round time, once received in our workshop, is typically 5 working days, except when an estimate is requested, parts are out of stock or your repair requires return to the factory.

We hope that these changes will not inconvenience you and trust that you will experience many benefits as a result of this more direct approach - such as reduced "down time" in your workflow, access to repair details and, as a result of improved administration procedures, some reduction in your final invoice.

Our Customer Care and Service Team are always happy to discuss with you any issues or special instructions you wish to bring to our attent