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To ensure user confidence in its products, Olympus has established a dedicated customer support website where users can obtain accurate information when problems arise. The website also provides important notices about products and services and accepts customer inquiries. We have a repair system that optimizes the time and cost of the repair service, depending on the area and product.

• Important notice (Only in Japanese) 
• Customer support (Only in Japanese) 

From December 2005, the Medical Service Operation Center Shirakawa (SORC Shirakawa) started to serve as the main repair plant for endoscopes in Japan. Endoscope overhauls^*1 are carried out in California, the United States, in Germany, France, the Czech Republic and the United Kingdom in Europe, and in Shanghai, China. A centralized repair service was established in Delhi, India, in April 2010. Relatively simple endoscope repairs and repairs to peripheral equipment are available through a worldwide network of 200 repair sites.

At SORC Shirakawa, integrated management of repairs and rental equipment ensures fast repair of malfunctioning products and minimizes downtime^*2.

*1 An overhaul involves the dismantling, inspection and repair of malfunctioning equipment.
*2 Downtime is the period during which operations are interrupted or equipment is idle. Normal services that meet customers' expectations cannot be provided to them during downtime.

• Repair services and other support for Olympus medical, life science and industrial products affected by the Great East Japan Earthquake (Only in Japanese) 

• Return-to-base repair services (Only in Japanese) 

Reducing Repair Times
We aim to provide customer satisfaction by minimizing the time that equipment is held for repairs. Even with equipment that has been used for many years, we strive to return repaired products within one month and by the desired date. 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^*3
Technical staff specializing in microscopes are based in Tokyo and Osaka to provide on-site services, including maintenance inspections, calibration, repairs and relocation.

*3 By registering as a CS-Net member, customers gain access to a dedicated website through which they can make inquiries and request service.

• Services for members with biological microscopes (Only in Japanese) 
• Services for members with industrial microscopes (Only in Japanese) 
• Advice about the handling of microscope products during scheduled power outages following the Great East Japan Earthquake (Only in Japanese) 

IPLEX Series videoscopes and other videoscopes and fiberscopes that require repairs are returned to repair centers located at the respective manufacturing facilities. Because repairs are carried out under the same conditions that exist on production lines, Olympus is able to ensure that repaired products meet the same quality standards as newly manufactured products. Operating efficiency and access to parts are also the same as on production lines. This means that repairs can be completed within three weeks of accepting products for repair at sales outlets.

To reduce customers' lifecycle costs while providing optimal support, Olympus offers maintenance contracts for its IPLEX Series products.

The Olympus commitment to customer satisfaction is also reflected in our continuing efforts to improve the quality and speed of our repair services while reducing costs.

• About repair services 

In Japan, digital cameras and IC recorders are repaired at the Hachioji Repair Center and four service stations nationwide. In Europe, repair services are provided at central locations in Portugal, the Czech Republic and Russia.

Enhancing Convenience
In addition to repair services provided through retailers or service stations, Olympus also offers a repair pick-up service, whereby items requiring repair are collected from the customer's location. There is also an on-line repair booking system, which allows customers to request repairs and check charges via the Internet. In December 2010, Olympus simplified its repair charges by introducing a flat-rate system^* for repairs to compact digital cameras returned to Olympus bases.

* Repair services are covered by a single charge that includes both technical services and parts (excluding consumables and accessories).

Improving the On-Time Rate for Back-to-Base Repairs
One of our target indicators for customer satisfaction is the ontime rate for back-to-base repairs. We are continually working to improve this rate through initiatives that include a review of service procedures during busy periods.

In July 2010, we further reduced the time required for back-to-base repairs by introducing a "Quick Repair Service" for micro SLR cameras and exchangeable lenses. To reduce the anxiety of customers waiting for repairs, we have also established systems that allow customers using the pick-up service and on-line repair booking service to check the progress of work on the Internet or from mobile phones.

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