What kind of
service does KONE Spares deliver?
What are the
benefits of using our new system?
How do I log-in
after registration?
Search by material
number or part of the number
Search on cross
reference code
4) Displaying
material details
5) Basket and
ordering functions
What happens if
price and availability check did not provide price for a material item?
How to get order
confirmations
How to use the
PayPal process?
How the invoicing
process works?
Printing/downloading
of a basket order
Tracing deliveries
with UPS tracking number
7) The RMA (Return
Merchandise Authorisation) process
1)
Introduction
What
is KONE?
KONE
is one of the world’s leading elevator and escalator companies. It provides its
customers with industry-leading elevators and escalators and with innovative
solutions for their maintenance and modernisation. KONE also provides
maintenance of automatic building doors. In 2006, KONE had annual net sales of
EUR 3.6 billion and approximately 29,000 employees. Its class B shares are
listed on the Helsinki Stock Exchange in
What
is KONE Spares?
We are
happy to provide registered lift or escalator companies with our goods and
services. Our online ordering functions are available for registered lift or
escalator companies in the European area only; we will extend our services
globally in the near future. If you are a private person or end-customer
outside the lift or escalator industry, please contact your local KONE Company.
Detailed contact information can be found in www.kone.com Our KONE subsidiary nearest to
you will be more than happy to assist you.
What
kind of service does KONE Spares deliver?
KONE
Spares is our global online spare parts service.
We have more than 20,000 items, both for KONE elevators, doors and escalators
and for competitors’ products. Order online and parts will be dispatched
directly to your required destination from the stock - within 24 hours. Our average
service performance is approximately. 90%.
We
are adding more spare part materials regularly, aiming at having the biggest
portfolio in spares offering in the market.
What
are the benefits of using our new system?
Our
product portfolio includes spare parts for KONE, O&K, Montgomery, Fiam,
Westinghouse, Schindler, Otis, Thyssen and many others brands. If you cannot
find the part you are looking for in our online system then please contact us
directly. We will then handle your special request and eventually add the part
to our standard portfolio. KONE Spares offers a wide range of goods and
services including:
• Well over 20,000 original spare parts for elevators,
escalators and building doors
• Easy way of finding the right parts, including many
cross-reference numbers
• Integrated online-solutions service like credit-card
payments and transport cost-calculations
• Central warehousing, per continent, resulting in a high
availability of our spares
• Global distribution network
• On request we can provide also support documentation, if
available.
• Professional advice and help, provided by our Global
Helpdesk support team.
Our KONE Spares web-application includes all the standard
spares with illustrations, even incorporating a sophisticated spares guidance
system. Thus, a fast integrated ordering process is ensured, including the
possibility to see online availability and direct pricing information.
Contact
information
KONE Industrial Ltd
GSS Global Spares Supply
Customer Service, Direct Sales
Myllykatu
P.O. Box 674
FI-05801 HYVINKÄÄ
• BY FAX: +358 (0) 20475 3012
• BY E-MAIL: GSS.DirectSales@kone.com
Klaus-Peter Tyburski
Function: Manager GSS Direct Sales and Pricing
Birgit Göttinger
Function: Customer Service Direct Sales
Tuuli Rytky
Function: Customer Service Direct Sales
2)
Registration
Registration at KONE Spares is a simple procedure. Just
click on the ‘Register’ button in our application (located at the upper right
hand corner underneath our logo), which opens the login screen. At the bottom
you see a text written in blue called ‘register as new user’ which you need to
click to enter the customer registration form that looks like this:
If your company already has a customer number with KONE,
please use the switch “Existing customer”. After tagging you will be asked to
fill in the customer account number. If you register with an existing customer
account number certain information such as country of residence, VAT number,
company, phone and fax number are already filled in so you only need to add
your e-mail address and password.
If this is a first time registration you are requested
to fill in the fields as follows:
- Company
Please
fill in the registered company name
- User name
Fill
in your user name
- E-mail address
Please
fill in your correct e-mail address, which will be used for our e-mails
sent directly from our system to your e-mail account
- Password
Fill
in the password you are planning to use in our system . Please note that
minimum length of password is 8 characters. Capital letters or a
combination of letters and number are allowed and even advised to make
password more secure.
- Confirm Password Confirm
your password
- Phone number
Please
provide the international phone number where you can be reached, in case
we need more clarification in the
registration process
- Fax
Provide
your fax number
- Country of residence Select your
country of residence
- VAT number
The VAT
number is required for all customers within the EU
After you have filled in all the fields please press
the button ‘Save’. The information is now sent to our customer service staff,
who will reply to you soonest with registration confirmation via e-mail. This
registration confirmation contains the UserID and password and eventually the
customer number, which can then be used for online ordering.
What
are the benefits?
By
registering to KONE Spares site you are able to search parts, order them and
see the availability and pricing information online. Furthermore you can
display the baskets/ orders and their respective status as well. Also the online
transportation tracking offers you certain benefits such as looking up the
delivery status of your order.
A
return process (RMA) is also offered on our KONE Spares website.
If
you are not registered you can only browse through the materials and see the
material details.
How
do I log-in after registration?
As
soon as you have received you
confirmation e-mail with the login data, you are able to log into our KONE
Spares system. To do this you simply
enter your UserID, i. e. your e-mail address (e. g. frank.sample@mycompany.com) and password
chosen at registration into the boxes at the top of our Home section and press
the button “Login”.
Please
note that Login can only be activated by
pressing the “Login” button. The ENTER key is blocked in Search spares.
Therefore, please remember to click Search button when looking for spares.
Please
note that all ordering functions are hidden when you are not registered,
respectively logged in. As soon as you
have logged in, the menu bar changes to include all items needed for ordering
spare parts.
If
you have forgotten your password simply press the button “Register” and click
the text ‘forgot your password’. By doing this, you generate an e-mail to your
e-mail address with the correct password.
Select a language
KONE Spares is currently available in seven different
languages, which are English, French, German, Italian, Spanish, Dutch and
Finnish. Please select your language of preference prior to logging in by
clicking on the respective flag at the top left corner of HOME. If you want to
change the language during your session, simply click on any other flag and the
language changes. There is no loss of data or functionality.
Languages spoken at our GSS Direct Sales Customer
Service are English, Finnish, German and French.
Automatic
logout
For security reasons our system is equipped with an
automatic logout function. If a user is inactive for more than twenty minutes,
the automatic logout is activated. Since data that has not been saved at time
of logout will be lost, users are well advised to do their transactions in one
stretch.
Terms
and Conditions
http://www.kone.com/spares/Forms_General/TermsConditions.aspx
Legal
Notice and Copyright
http://www.kone.com/spares/Forms_General/LegalNotice.aspx
Privacy
Statement
http://www.kone.com/spares/Forms_General/PrivacyStatement.aspx
3)
Searching for parts
There
are three different ways to look for the parts you need:
- searching by material number or description,
e.g. if you type in ‘board’ the result shows all the materials containing the word ‘board’
- searching by category group (drop
down list of material categories)
- searching by cross reference code
(non-KONE material code for the part)
We
also offer the possibility to use our extended search function.
Please
note that Login can only be activated by pressing the “Login” button. The ENTER
key is blocked in Search spares. Therefore, please remember to click Search
button when looking for spares.
Search
by material number or part of the number
You can search on the Home screen easily by material number
or part of the material number, for example the following search words could by
done:
- KM3711830
Gives
you as result one material number
- KM371
Gives you as result all
material numbers containing KM371
Example of the Search screen:
Please
note that Login can only be activated by
pressing the “Login” button. The ENTER key is blocked in Search spares.
Therefore, please remember to click Search button when looking for spares.
Example of the Result screen:
If you would now like to see the material details,
then you just click on the material number. In this example on KM3711830, this would then
show the following detail screen of the material:
Here you can see more information concerning the
material, like:
- Material number
- Material descriptions (multi language, if available)
- Material type (so used in elevators or escalators)
- Unit of Measure (PC, mtr, pac, etc.)
- Maximum lot-size, this is the maximum quantity allowed to order in one
basket
- Weight and weight unit, this is used for the transport calculation
with UPS
- Material Category, used for finding part quickly
- Material Classification, also used for finding parts quickly
By double clicking on the picture, the picture is
enlarged, so you are able to see some details even better.
If you have any questions about the part, please do
not hesitate to click the button ‘e-mail to customer service’, triggering an
e-mail to our Customer Service, who try to help you as quickly as they can.
Search
by description
You can search on the home screen easily by
description, for example the following search word could by done:
- contactor
Gives
you all material numbers containing contactor
in
the description
Example of the Search screen:
Please
note that Login can only be activated by pressing the “Login” button. The ENTER
key is blocked in Search spares. Therefore, please remember to click Search
button when looking for spares.
Example of the Result screen:
If the result list is too long for finding quickly what
you are looking for you can use the button in the header called ‘Search in
result’ For example you type in the word “SIEMENS” (the word may typed either
way, i.e. it is not mandatory to type it in capital letters).
After you press ENTER the result list looks like this:
Search
by category
The search by category works similarly. You may select
one category from the list.
When you click on the category, it is transferred to
the SEARCH line.
Please
note that Login can only be activated by pressing the “Login” button. The ENTER
key is blocked in Search spares. Therefore, please remember to click Search
button when looking for spares.
After you press
SEARCH button, you get a result list.
Again, this list can be slimmed down by narrowing the
search. For this, you may use the “Search in result” box.
Search
on cross reference code
With our cross reference search you are able to look
for the KONE part number of a non-KONE part. If you know, for example, the part
number provided by the manufacturer of the part, you enter this number and
press SEARCH. You may also look up part
numbers of parts made by a certain manufacturer if you do not know the
respective part number.
As a result you get a list of KONE part numbers with
details from which you can select the required item.
Please
note that Login can only be activated by pressing the “Login” button. The ENTER
key is blocked in Search spares. Therefore, please remember to click Search
button when looking for spares.
4)
Displaying material details
If you would like to see the material details, you
just click on the material number, in this example on KM3711830. This will then show the following detail screen of the
material:
Here you can see more information concerning the
material, like:
- Material number
- Material descriptions (multi language, if available)
- Material type (so used in elevators or escalators)
- Unit of Measure (PC, mtr, pac, etc.)
- Maximum lot-size, this is the maximum quantity allowed to order in one
basket
- Weight and weight unit, this is used for the transport calculation
with UPS
- Material Category, used for finding part quickly
- Material Classification, also used for finding parts quickly
By double clicking on the picture the picture enlarges,
so you are able to see some details even better.
If you have any questions about the part, please do
not hesitate to click the button “e-mail to customer service”, triggering an
e-mail to our customer service assistants, who try to help you as quickly as
they can.
5)
Basket and ordering functions
Add
materials to basket
Find
out the material number you need and use “add to basket function”
If
you are logged in, the system saves the contents of your basket automatically.
Thus, it is best to log in right after opening the site.
You
can save the basket for later use by pressing “save basket”
Edit
basket positions
After
adding the materials to your basket you can edit the quantity and add comments
per line item in the basket.
Delete
basket positions
It
is possible to delete the whole basket at once or one material at a time. If
you click “delete basket” a small window opens with the question “delete
record?” which you have to confirm in order to continue.
What
happens if price and availability check did not provide price for a material
item?
If
price and availability check did not provide a price for a certain part you
need to delete this part, respectively these parts from your basket and repeat
price and availability check. Otherwise you are not able to proceed to check
out.
Please note that it is not possible
to order material for which a price is not available.
The
web tool automatically generates an e-mail to
Checkout
procedure
The
checkout procedure has four steps:
- Step 1:
Choose complete or split delivery and your requested delivery date
- Step 2:
Add your shipping address
- Step 3:
Choose the shipping method, add your own order/reference number
(and comments if you have any)
- Step 4:
Last review and ordering, depending on your agreement with KONE Spares,
choose “Credit card payment” or “Place my order”
How
to get order confirmations
After
you have placed your order, KONE Spares customer service will handle it and you
will receive an order confirmation by e-mail (or fax)
How
to use the PayPal process?
If
you select the “Credit Card” button in CheckOut (Step 4 of 4), a new window
will open, entering PayPal service. There, you will be guided through the
process until transaction has been completed.
How
the invoicing process works?
If
you have chosen PayPal service, payment is settled immediately with your credit
card and you will receive an invoice from PayPal. In all other cases you
receive an invoice from GSS Direct Sales Customer Service, requesting payment
in full within 30 days after invoice issue.
Printing/downloading
of a basket order
When
you have completed check out step 4 and placed an order, the system confirms
transmission of your order and asks you whether you want to print a hard copy
or create a PDF for saving the order on your computer.
6)
Order List
Status
of orders
You
can manage your orders via the order list that is reached via the menu item “My
Account”. You can limit the search for a certain period of time.
The
order management system has six different statuses for your orders:
- All
- Confirmed
- Delivered
- New
- On Hold
- Partly delivered
You
can also search using KONE Spares order number or your own reference number.
Printing
of the order list
You
can print the selected order list by pressing “print”. This will open a new
window . Choose printer picture, click ok and then choose printer picture
again.
Tracing
deliveries with UPS tracking number
When
you are in your order list, choose the order you want to track by pressing
Customer Ref. No.
This
will open up a new window with UPS tracking information.
7)
The RMA (Return Merchandise Authorisation) process
What
is the process?
Materials
may be returned to KONE Spares in case you have ordered or received wrong
materials or received damaged materials taking into consideration that GSS is
not responsible and will not pay any labour charges, damage incurred during
installation, repair, or replacement, damage incurred to other related parts,
injuries, loss of income, incidental and consequential damages, damages or any
other loss whatsoever connected therewith. All material returns must be
accompanied by a reference number (the so called “RMA” number) assigned by our
Customer Service. A standard 25% restocking fee, plus the cost of outgoing
freight, will be charged on returns resulting from any reason other than
defective material or our error.
If material is not returned within 30 days of the “RMA”
number assignment, an additional 25% restocking fee will be added.
What
is the RMA number?
A “Return
Merchandise Authorisation” (RMA) number is a unique number issued by our GSS Direct
Sales Customer Service to identify and keep track of returned material. The RMA
number may be obtained by contacting the Customer Service Team by filling in
the RMA form in our web tool and choose “Request RMA number". A member of
our Customer Service will then create a new RMA number and send you an e-mail
to confirm."
Please
notice that you have to request this “RMA” number FOR EACH MATERIAL you would
like to return! I Please provide the
original PO-number, part number, description, and reason for return. Our
customer Service will then assign the “RMA” number which needs to be visible on
the outside of the equipment or carton being returned.
How
to return material?
Fill in
the “RMA” form (add the link) and send it to our customer service.
They
will assign the “RMA” number for you.
Please
ship the return materials to: A
standard 25% restocking fee, plus the cost of outgoing freight, will be charged
on returns resulting from any reason other than defective material or our
error.
Panopa Logistik GmbH
Friedrich-Bergius-Str. 2 - 6
45699
Germany
Please remember to add the “RMA” number on the package you are returning.
If material is not returned within 30 days of the “RMA”
number assignment, an additional 25% restocking fee will be added.