Customer response: Repair system
In times of need
The Olympus Group has a repair system that optimizes the time and cost of the repair service, depending on the area and product.
Imaging Field
In Japan, repair services for film and digital cameras are provided at the Hachioji Repair Service Center and four service centers nationwide. In Europe, repair services have been centralized in Portugal, the Czech Republic and Russia.
Improving the Convenience of Repair Services
Customers can access repair services through retailers or service stations. There is also a repair pick-up service whereby items requiring repair are collected from the customer’s home. In addition, an on-line repair booking system allows customers to book repair services and check charges via the Internet.
Improving On-Time Rate for Repairs
Our goal for return-to-base repair services is to raise customer satisfaction by continually improving the percentage of items received for repair that are returned to their owners within the designated period. Measures to achieve this goal have included a review of service procedures during busy periods.
To alleviate the dissatisfaction experienced by customers awaiting repairs, we have established systems that allow customers using our pick-up service and on-line repair booking service to check the progress of repairs on the Internet or from a mobile phone.
Percentage of repairs completed within the allotted time
Medical Field
The Medical Service Operation Center Shirakawa (SORC Shirakawa) serves as the main repair plant for endoscopes in Japan. Repair centers are located in California in the U.S., and in Germany, France, and the Czech Republic in Europe under our centralized repair system. Since FY2006, repair center has also opened in China.
SORC Shirakawa (Fukushima Prefecture)
At SORC Shirakawa, the management of repairs and rental equipment is unified to quickly troubleshoot what is wrong with the products and minimize downtimeNote1. Furthermore, we have set up the Replication Room for the Customer's Environment, which serves to reconstruct the trouble scene experienced by customers on a system similar to that used by customers, thus allowing us to efficiently identify the failure. We also welcome customers to our facilities, providing them with workshops on how to handle products, including precautions, using training facilities, thereby enhancing customer-based services.
Note1: the length of time [an operation is] interrupted or time in a resting phase; normal services cannot be provided to customers while in downtime.
Microscopes
Return-to-Base Repair Services for Microscopes
Return-to-base repair services are provided for small equipment that is relatively easy to transport, or for items requiring major repairs or dismantling for inspection and repairs.
Reducing Repair Times
We aim to provide customer satisfaction by minimizing the time that equipment is held for repairs. Even with products that have been in use for long periods, we strive to complete repairs within one month of acceptance. We will continue our efforts to improve customer satisfaction by further reducing repair times and enhancing our after-sales services.
On-Site Repair Services for Microscopes
Technical staff specializing in microscopes are based in Tokyo and Osaka to provide on-site services, including maintenance inspections, calibration, repairs and relocation. By registering as a CS-Net member, customers gain access to a dedicated website through which they can make inquiries and request service.
Note: Once they have registered as members, customers can obtain a variety of services via the website, including the use of service points, access to information services, on-site repairs, and inspection, calibration and repair services.
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