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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.

01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

Philips Consumer Electronics Service Policy


SA1100/37, SA1110/37 SA1200/37, SA1210/37

Solid State Players

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

Table of Contents2

1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0

Introduction............................................................................................................... 3 Product description; model(s) covered .................................................................... 4 Product warranty and conditions............................................................................. 5 Service Policy.............................................................................................................. 5 Service package .......................................................................................................... 6 Quality factors............................................................................................................ 7 Architectural information...................................................................................... 8,9 Product Returns Management ............................................................................... 10 Approvals.................................................................................................................. 10

10.0 Revision log............................................................................................................... 10

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

1.0

Introduction:
The SA1100/37/SA1110/37 and SA1200/37/SA1210/37 are solid state digital audio players based on the Sigmatel STMP3502 chipset with built in memory of 512MB (SA1100/37/SA1200/37) and 1GB (SA1110/37/SA1210/37) respectively. They are the successor of SA15X for Europe and again are the low cost versions. The device is equipped with features such as voice recording, MP3/WMA playback and direct USB. The device is powered with AAA battery. PRS CR FMS Intro Wk613 Wk618 (Europe), Wk645 (NAFTA) Wk619 (Europe), Wk646 (NAFTA) Jun06 (Europe), Nov06 (NAFTA)

Type No., Stroke versions, introducing regions, quantities, price


TYPE NO REGION STROKE VER NAFTA/37 NAFTA/37 NAFTA/37 NAFTA/37 FIRST SHIPMENT WK625 WK625 WK645 WK646 PLANNED QUANTITY (Q2 & Q3) tbc tbc 100K 100K GOING
PRICE

SA1100 SA1110 SA1200 SA1210

USD49 USD69 USD49.99 USD59.99

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

2.0

Product description;

Features and Key specifications: The main features of the SA11XX/SA12XX family are:

Architecture should allow multiple memory configurations: 512MB-1BG MLC flash Drag-and-drop music with Window Explorer (Windows XP) Plays MP3 and WMA files No DRM compatibility Basic user manual by-packed o NAFTA English, French CDROM by-packed Firmware manager for upgrade and format/restore will be available online only OSD will be language agnostic (icons, MENU and REC) 10 hours playtime with AAA batteries Hi-speed USB 2.0 and direct USB Voice Recording into WAV files Accessories: - Headphones (with FM tuner for LATAM and APMEA) - No adaptor is required - By-packed CD-Rom - QSG - AAA battery replaceable

3.0

Product warranty and conditions:


Models (SA1100/1110/37) covered in this document carry a 90-day Exchange warranty. (serial #s beginning with KN1A)

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

Note: some of these units may be packed with a one year warranty statement. (serial #s beginning with KN00and KN01). If the consumer indicates that the warranty for their unit states one year, please honor. SA1200/SA1210/37 models covered in this document carry a 90-day Exchange warranty.

4.0

Service Policy:
To provide warranty resolution, the customer must contact a Philips Contact Center for remote troubleshooting. If the product is determined to be defective, Philips will exchange the defective product with a new or renewed/refurbished product, at its option. Note: The exchange model supplied will be the most comparable one in Philips current inventory. The customer should ship the product via a traceable carrier to a Philips Exchange Center in its original carton and packing material. If the customer does not have the original carton and packing material, the customer should have the product professionally packed for shipping. The customer will pay the shipping costs for shipment to Philips. Philips will pay the shipping costs when returning the exchanged product to the customer.

5.0

Service package:

Service Package Deliverables


Package Leaflet User manual Quick start guide FAQ Knowledge base NAFTA at CR at CR at CR at CR

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT. Software/firmware download + at CR read me files for consumer

Service Bill Of Material Product sample for contact centre

at CR at CR

Charge back NAFTA: Service network are requested to supply job sheet as evidence to BLC for back charging under WCA with supplier

6.0

Quality factors:

MODEL: SA11XX Date: 15 Dec 2005 Exchange rate: USD => Euro

0.8026

PCBA & module replacement calculation: Component FCR

Pareto

Estimated Factory cost price (USD) 46.96 6.89

Estimated material costs contribution (Euro) 8.90 0.37

PCBA Earphones Battery SW Fault not Found (SW)

1.10% 0.31%

23.61% 6.65%

1.75% 1.00%

37.55% 21.46%

Others Total:

0.50%

10.73%

12.05

1.04 10.30

4.66% 100.00%

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

MODEL: SA12XX Date: 29 Mar 2006 Exchange rate: USD => Euro PCBA & module replacement calculation: Component

0.8026

FCR

Pareto

PCBA Earphones Cabinet

1.10% 0.31% 0.50%

27.57% 7.77% 12.53%

Estimated Factory cost price (USD) 46.98 4.75 12.47

Estimated material costs contribution (Euro) 10.39 0.30 1.25

SW Not Fault Found (NFF)

1.08% 1.00%

27.07% 25.06%

Total:

3.99%

100.00%

11.94

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

7.0

Architectural information:
Mechanical

Document ID: SVC130.01-248 Rev 2

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Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

Electrical

8.0

Product Returns Management


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Document ID: SVC130.01-248 Rev 2

Philips Consumer Electronics, BLC P&ACC Service Policy Document Title: Service Policy for: SVC130.01-248 Rev 2 SA1100/37, SA1110/37, SA1200/37, SA1210/37 Solid State Players Document ID: SVC130.01-248 Rev. 2 Prepared By: Dick Arsenault, Product Support Liaison Revision Date: 10/31/07 Date Effective: 06/30/06 Policy/Process Owner/Title: Organizations Affected: Philips Service/Quality Linda Schumann, Director Service Planning Region NAFTA NOTE: WHEN THIS DOCUMENT IS PRINTED, IT BECOMES AN UNCONTROLLED DOCUMENT.

BKR:
Models identified in this document and returned from the Philips Sales Network should be processed as Broker. Broker requires the product to be received, tested, and then either be repackaged as refurbished product, or deserialized and identified as X product.

9.0

Approvals:
Approved By: Name/Title/Date Linda West Schumann Director Service Planning / Approved By: Name/Title/Date Wayne Fillers AMA VMA Service Mgr. Approved By: Name/Title/Date Troy Otte, Warranty Admin/Cost of Quality

Prepared By: Name/Title/Date: Dick Arsenault/ Product Support Liaison, 06/30/06

Approved By: Name/Title/Date Chuck Gibson Director, Depot Management & Vendor Recovery

Approved By: Name/Title/Date Maarten Smolders, Financial Analyst

Approved By: Name/Title/Date

Approved By: Name/Title/Date

10.0 Revision Log:


Date Effective 06/30/06 10/30/06 Revision or Review Date Rev. 1 10/31/07 Description New Document Two new models add: SA1200/37 and SA1210/37. Changed product returns management from DES to BKR.

Document ID: SVC130.01-248 Rev 2

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