INFORMATION ON THE AGORA SYSTEM
GENERAL PRESENTATION
AGORA is a repairer/manufacturer relations service covering After Sales Service for electric household appliances. It is aimed exclusively at professionals in after-sales service.
New items 2003:
  1. Arrival of new manufacturers on the portal
  2. Opportunity to consult After Sales Service documents from manufacturers with which you do not have an account
  3. New Internet resource reserved for After Sales Service professionals for consulting After Sales Service documents, signing up for training and accessing manufacturer's news flashes
  4. Module for consulting and signing up to training with manufacturers
  5. Module for consulting and ordering accessories from manufacturers
  6. Extension of the file sending function to small electrical appliances
  7. Function for putting intervention reports on hold
Access rights are managed by the company AGORA SAS, 39 Avenue d'IENA 75016 PARIS.
Manufacturers present on AGORA are sole owners of and solely responsible for the information they make available to the professional customers it is intended for. Access is by payment and reserved to professionals in the sphere who have a customer account with one or more manufacturers present on Agora.
Access for After Sales Service professionals who do not have a customer account with one or more manufacturers present on Agora, limited to consulting After Sales Service information as well as manufacturer news flashes and available training programs, is possible in accordance with the specific conditions described under the heading How much it costs below.
All the information accessible under the heading Information about AGORA constitutes the general sales and access conditions for the services offered by AGORA SAS to professionals in the sphere. Setting up a customer subscription by Internet implies that you have understood and accepted these conditions.

HOW DO I ACCESS AGORA ?
Agora can be accessed through:
  • 1. Internet: via your Internet provider at the address http://www.agoraplus.com. You then have a subscription with the company AGORA SAS.
  • For further details concerning Internet or Global Extranet access, refer to the Internet access and Extranet access help topics.

    HOW MUCH IT COSTS ?
  • 1. by Internet: You are subscribed to the company AGORA SAS and you choose a Flate rate Pack which includes a time credit:
  • 1.1. Customer with a customer account with one or more manufacturers present on Agora. (Access to all the portal's functions)
      1 hour/month : 22 EUR EXCL. TAX
      For the above packages, per extra minute: 0,36 EUR EXCL. TAX
      4 hours/month : 57 EUR EXCL. TAX
      8 hours/month : 69 EUR EXCL. TAX
      12 hours/month : 91 EUR EXCL. TAX
      20 hours/month : 143 EUR EXCL. TAX
      30 hours/month : 209 EUR EXCL. TAX
      40 hours/month : 271 EUR EXCL. TAX
      60 hours/month : 398 EUR EXCL. TAX
      80 hours/month : 525 EUR EXCL. TAX
      For the above packages, per extra minute: 0.18 EUR EXCL. TAX
      120 hours/month : 745 EUR EXCL. TAX
      For the above packages, per extra hour: 6.80 EUR EXCL. TAX (part of an hour is charged)
      For all packs after 24th January 2006: Unused minutes carried forward to the following month for all customers (the detail of the amounts carried forward was shown on the quarterly invoices
    1.2. Customer without an account with any of the manufacturers present in Agora. (Access to documentation and to certain flashes)
      1 hour/month : 22 EUR EXCL. TAX
      For the above packages, per extra minute: 0,36 EUR EXCL. TAX
      4 hours/month : 57 EUR EXCL. TAX
      8 hours/month : 69 EUR EXCL. TAX
      12 hours/month : 91 EUR EXCL. TAX
      20 hours/month : 143 EUR EXCL. TAX
      30 hours/month : 209 EUR EXCL. TAX
      40 hours/month : 271 EUR EXCL. TAX
      60 hours/month : 398 EUR EXCL. TAX
      80 hours/month : 525 EUR EXCL. TAX
      For the above packages, per extra minute: 0.18 EUR EXCL. TAX
      120 hours/month : 745 EUR EXCL. TAX
      For the above packages, per extra hour: 6.80 EUR EXCL. TAX (part of an hour is charged)
      For all packs after 24th January 2006: Unused minutes carried forward to the following month for all customers (the detail of the amounts carried forward was shown on the quarterly invoices
    File Sending function: no time will be retained on your monthly Pack for the time needed to upload your file. Only a upload time will be used: for each command line 18 seconds will be retained and for each intervention report 60 seconds. This upload time will be retained on your monthly pack each time you upload a file. No time will be retained in case the file could not be uploaded.
    These subscriptions involve the use of the Agora service only and do not include fees for connection to the Internet. For more information, consult the Help heading Internet access.


    WHAT IS IT ?
    The Pack Internet represents the subscription required to use the Agora services when connected via an Internet provider (AOL, Wanadoo, etc.)
    A Pack Internet subscription includes a set number of hours connection per month and you will be invoiced quarterly (see Invoicing for my Pack : how does it work ? below and What does it cost ? in the help file Agora, what's that ?).
    Advantages :
  • Use your current Internet connection
  • Enables you to connect from any set-up (LAN network, cable, ADSL, RTC modem, etc.)
  • Is less expensive than by Extranet for extensive users (as from approx. 5h/month)
  • Only actual working time is counted, which allows you to stay connected all day long
  • Disadvantages :
  • Requires a connection to the Internet
  • Does not guarantee service consultation speed (it depends on your Internet provider)
  • Note:
  • option in the File menu of Internet Explorer, but this does not affect your AGORA account.

  • HOW DO I CREATE A PACK INTERNET SUBSCRIPTION ?
    During your first Agora connection by Internet, you are offered a free trial period of 4 hours(valid for 1 month). It enables you to assess your monthly usage and check out the Agora service.
    At the end of this trial period, Agora lets you select the right Pack for your requirements (see What does it cost? in the help file Agora, what's that ?).
    All that's left for you to do is to fill in your invoicing address and specify if your Agora access should be blocked or not once your monthly time credit has been used (prohibits or authorises consumption of additional minutes).

    INVOICING FOR MY PACK : HOW DOES IT WORK ?
    Your bill will be issued directly on the portal by the company AGORA SAS 39 Avenue d'IENA 75016 PARIS, which manages your subscription.
    Internet Packages will be invoiced quarterly. On the invoice date, Agora will be able to edit the bill and it will specify the packages used during the previous three months. You can then print the bill and choose the payment system.
    IMPORTANT: Remember to indicate your e-mail address in your invoicing address. The bill, as well as all messages relating to the management of your subscription, will be sent there in addition to the messages present on the portal.
    Warning: bills are not sent by post. Remember to print your bill from the request message appearing on the portal.
    The payment conditions for our bills are 30 days from the bill issue date.
    As from the invoicing date, you can print out and pay your invoice in the My Agora section, by clicking on Pay an invoice. In the same section, you will find a record of all your Agora invoices: link My invoice record.
    Payment methods accepted :
  • Direct debit (for accesses without a manufacturer account, this is the only acceptable method of payment)
  • This is the most practical payment method, but only valid in mainland France. You are automatically debited on each due date (a reminder will be displayed on Agora and sent, if you have requested, to your e-mail address).
    This is the sole, compulsory method for subscriptions for customers who do not have an account open with any of the manufacturers present on the portal.
    To subscribe for direct debit, click on Pay by automatic debit when an invoice reminder appears or in the My Agora section followed by Pay an invoice.
  • Credit/bank card
  • You pay your invoice directly on Agora. Payment is made in secured SSL mode: your data in encoded when it is transferred to Internet.
    To pay an invoice by credit card, click on Pay by card when an invoice reminder appears or in the My Agora section followed by Pay an invoice.
  • Cheque
  • To pay an invoice by cheque, click on Pay by cheque when an invoice reminder appears or in the My Agora section followed by Pay an invoice.
    NB: If payment of a bill is overdue by more than 10 days, AGORA reserves the right to block access to the portal by the customer concerned, until such time as it is paid. Access will immediately be re-established on receipt of payment. The choice of direct debit as a payment method prevents any risk of service interruption due to forgetting to pay.

    HOW DO I CHANGE PACK ?
    You wish to increase your monthly time credit, or even decrease it? In the My Agora section, click on Change Pack. Select the new Pack from the list and click on Change Pack. Warning : the modification will only come into effect once the current month's Pack has finished: you are reminded of this date every time you connect (valid up to ...).
    Charge for changing a Pack: 12.00 EUR plus VAT

    HOW DO I CANCEL MY SUBSCRIPTION ?
    In the My Agora section, click on Cancel my subscription . Warning : the modification will only come into effect once the current month's Pack has finished: you are reminded of this date every time you connect (rate valid up to ...).

    HOW DO I CREATE MY AGORA ACCOUNT?
    The Agora account creates a link with all your manufacturer accounts. It is only via this that you can access the services offered by Agora.
    To create your Agora account, first gather together the account and passsword details of the manufacturers with whom you work. In the welcome screen, click on Create my Agora account and fill in the displayed table. The Document language column enables you to select, if it is offered by the manufacturer, to specify the language you wish the documentation to be in. Then click on Create my Agora account.
    Take note of the Agora account you are given and choose your password. All you have to do then, is to connect in order to take immediate advantage of Agora's services!

    HOW DO I ADD A MANUFACTURER TO MY AGORA ACCOUNT?
    If you begin working with a new manufacturer, add it to the accounts linked to your Agora account.
    To do this, click on Manage my manufacturer accounts in the welcome page and enter your Agora account and password. A table will be displayed listing your existing manufacturer accounts. Add the new manufacturer account and password to the list, then click on Update my Agora account. The new manufacturer is immediately added to your Agora account.
    Note : the same procedure is applicable if one of your manufacturer's password change.

    I HAVE FORGOTTON MY AGORA ACCOUNT AND MY PASSWORD.
    To find your Agora account, click on Find my account and password in the welcome page. Enter one of your manufacturer accounts and its password, then click on Remind me of my AGORA account.
    The procedure to find your Agora password is identical. For reasons of confidentiality, you password will not be displayed to you on-line: you must contact our Hot Line on the number which you will be given.

    HOW DO I MODIFY MY PASSWORD ?
    To modify your Agora password, you must first of all be connected. Go to the My Agora topic, then click on Change my password. Fill in the three fields displayed, and click on Change my password .

    HOW DO I PLACE A PARTS ORDER?
    Parts are ordered in two stages :
  • 1. selection of parts in a Order tray
  • 2. transmission of your parts selection to the manufacturer(s)
  • 1. Parts selection
      1.1. Direct selection
    In the Order topic, enter the references, the quantities and any notes / annotations for the parts required. You can specify several manufacturers' references on the same form by selecting the - Automatic - selection. Then click on the Check button.
    Agora will then display the search results. If a part reference is found, data on the part is displayed. Otherwise a message is displayed for the line in question and a Delete button enables you to delete it. In this case, you should check the form again by clicking on Check. As soon as all of the entry lines are correct, you have access to the Add to tray button which will place your parts in your order tray while awaiting your order.
      1.2. Parts search
    In the Order topic, click on Parts search. Then enter the reference, or the start of the reference for the required part. After selecting a manufacturer if required, a table offers you the list of parts found as well as any further data concerning them.
    You can then display the price of the part selected in the table (Part price button), display the cases where this part is used for the manufacturer's appliances (Type of use button) and add the part to your order tray (Select button). In the latter case, a form will ask you for the quantity of parts required and enable you to add a note or annotation.
      1.3. Submit a file
    Submitting an order file enables you to upload a file containing all the parts you require. This file can be created using your in-house order management software.
    In the Order topic, click on Submit a file. Download the description file on how to submit an order by clicking on the Submit a file link. Refer to this file to build up your order files.
    Once you have compiled your order file, click on the Browse... button to select it on your PC. Then click on Upload to Agora. If the file structure and data are consistent in relation to the requested format, the data from each order line will be displayed on the screen. All you then need to do is confirm the data in order to place the parts in your order tray (see. 1.1. Direct selection).
    Warning: this function is not available in Global extranet access mode
    2. Order transmission
    From your order tray (topic Order, then Your order tray), display the parts pending with the manufacturer from whom you wish to order and then click on Convert to order.
    If required, specify your delivery address and order number, which should be unique within your order record with certain manufacturers, specify the delivery method and click on Place order. As of this moment the manufacturer takes over order management and you can monitor processing in the topic Order monitoring.

    HOW DO I SUBMIT AN INTERVENTION REPORT?
    1. Manual entry
    From the Guarantee topic, click on Enter intervention under guarantee report. Enter the reference or the start of the appliance reference for the intervention report and then click on GO. After having selected the manufacturer concerned, if required, a table is displayed showing the appliances found. Warning: appliances are only shown for those manufacturers for whom you are authorised to submit intervention reports.
    Select the device concerned in the table and click on Intervention report. Fill in the form that appears, then click on Check. Agora will then check the information entered and display the result for you. You then have the opportunity to correct your report, if necessary, by clicking on Correct or, if it is all correct, to send it to the manufacturer. If the report is not confirmed you also have the opportunity to put it on hold and send it to the manufacturer later. The lat
    2. Submit a file
    Submitting a file of intervention under guarantee reports enables you to upload a file including all of the reports you wish to send to the manufacturer(s) concerned. This file can be created using your in-house order management software.
    In the topic Guarantee, click on Submit a file. Download the description file on how to submit an intervention report file by by clicking on the Submit a file link. Refer to this file to build up your intervention reports.
    Once you have compiled your intervention report file, click on the Browse... button to select it on your PC. Then click on Upload to Agora. If the file structure and data are consistent in relation to the requested format, it will be displayed on the check screen. (see 1. Manual entry above).
    Warning: this function is not available in Global extranet access mode
    Once the intervention report has been sent, management is ensured by the manufacturer and you can monitor processing in Monitor intervention under guarantee report from the Guarantee topic.

    AND MONITOR MY ORDERS?
    Monitoring your orders enables you to display all of your order information: parts ordered, delivery address and method, etc. The manufacturer can also inform you of your order status and the order lines.
    To access order monitoring, click on Order then Monitor orders. Then select the manufacturer to display all of the orders placed over the last two months (last six months for orders that havenot been entirely fulfilled). Access order details by selecting an order in the table and clicking onOrder details.

    SUBMITTING AN ORDER FILE.
    See How do I place a parts order ? or How do I submit an intervention under guarantee report? in the current screen.

    WHICH DOCUMENTS CAN I ACCESS AND HOW?
    NEW: If you have at least one account open with at least one of the partner manufacturers present on the portal, you benefit from free access to other After Sales Service documents (subject to their authorization).
    1. You know the reference for the appliances : in the Documentation topic, select Search by appliance, enter the full or the the start of the appliance's reference, then click on GO. Following possible manufacturer selection, a table is displayed listing the appliances found. Select the appropriate appliance, then click on View documentation.
    2. You know the brand and type of appliance : in the Documentation topic, select Search by family. Then in the following order, select the manufacturer, the brand, the family and sub-family of the appliance until a table is displayed listing the appliances found. Select the appropriate appliance, then click on View documentation.
    3. You know the Part reference No. of a part of an appliance : in the Documentation topic, select Search by type of use, enter the part's full reference No., then click on GO. Following possible manufacturer selection, a table is displayed listing the appliances found. Select the appropriate appliance, then click on View documentation.
    4. Search for accessories/consumables: under the heading Documents, you can search for accessories/consumables by reference, family (see points 1 and 2 above for the operating principle) or name. In the latter case, simply enter a name, for example filter, then click on GO. After the selection of a manufacturer, where appropriate, a table displaying the accessories found appears. Select the accessory you are looking for, then click on See accessory.

    HOW DO I CONSULT THE DOCUMENTATION FOR AN APPLIANCE?
    After having found your appliance (See How do I find the documentation for an appliance?), you can browse throught the documentation by clicking on the mini chapters or pages.
    The navigation bar :
      Enables you to display the documentation on full screen.
      In an exploded view, enables you to display the parts of the appliance or of the view.
      From a documentation page, enables you to display the previous page.
      From a documentation page, enables you to display the next page.
      Go up a level in the documentation layout.
      Display the Print menu. From where you are, you can print either the current page, the current chapter, or all the documentation for the appliance.
      From a documentation page, zoom backwards.
      From a documentation page, zoom forwards.
      From a documentation page, adjust the page in the displayed window.
      From a documentation page, adjust the page width in the displayed window.
      From a documentation page,, rotate the page 90 degrees to the left.
      From a documentation page, rotate the page 90 degrees to the right.
      From a documentation page, rotate the page 180 degrees.
    Note : With certain manufacturers you can select a piece directly from an exploded view page by clicking on a link number.

    MESSAGING SERVICE, WHAT FOR ?
    The Agora messaging service enables you to communicate directly with the manufacturers on four specific subjects:
  • about a spare part or an appliance (Remember to consult documents first. In most cases, the answer to your question can be found there)
  • about a technical problem
  • about an intervention under guarantee report
  • about a sales point

  • HOW DO I USE MESSAGING?
    1. Direct access : topic Messaging service
    2. Indirect access : after an abortive search for a part, appliance, list of parts for an appliance or type of use, a Send a message to the manufacturer link will direct you to the messaging service.
    Utilisation : once you have selected the manufacturer, the type of question and contents of your message, specify how you wish to receive your reply: by e-mail or by fax. Then click on Send message.
    Note : for efficient processing of your message, specify the parts or product references in the fields provided, and not just in the body of the message.

    WHY MANUFACTURER TRAINING AND FOR WHOM?
    Those manufacturers who wish to make their training programs available to you and allow you to handle registration directly from the portal. More than 2000 training days are provided every year by the manufacturers present on the portal, whose main aim is to help you get to know their products and improve your performance.
    You can display the training you are interested in instantly and see which is nearest to your place of work. Then, with one click, you can complete your registration.

    HOW TO FIND AND SIGN UP FOR TRAINING
    To find the training session you are interested in, use the various selection criteria (subject, region, manufacturer) from the choice Access to sessions. From the table of training sessions you find, click on the one that interests you. From the details of the session you will be able to register using the link Carry out registration or, if there is no longer a place available, ask to be alerted if a place becomes free (link Inform me if places become available).
    Once signed up for a training session you can download your training agreement as well as the participant's attendance sheets from the heading Access to sessions, by displaying the details of the training concerned and then clicking on the registration date in the table Your registration for this session.

    DOWNLOAD OF MANUFACTURERS' FILES
    The manufacturers files download allows you to use the latest parts and products databases with you after sales software.
    Attention : in order to download these files you must have made one or more order files and/or report files upload to Agora within the 3 last months.

    CONFIGURATION REQUIRED
  • PC with Intel processor(Pentium minimum) or AMD (K6 minimum)
  • 28.8 Kbps Modem (56 Kbps recommended) or ISDN modem/router (Numéris from France Télécom) or ADSL modem/router ADSL or other type of Internet connection
  • Windows 2000/XP or Vista
  • Microsoft Internet Explorer version 5 or higher. Download from the Microsoft site: www.microsoft.com/windows/ie/worldwide/default.asp
  • Recommended screen resolution of 1024 by 768 pixels. Screen resolution is set in Display properties / tab Parameters in the Windows Control panel.

  • INTERNET EXPLORER PARAMETERS
    When installing Internet Explorer, be sure to carry out complete installation, by default or customised. In the latter case, select the following components, which are indispensable in order to use Agora :
  • Internet Explorer Main Fonts
  • Dynamic DHTML data links, also named Data access components
  • Internet Explorer additional navigation functions
  • Acceptance of Visual Basic Script language
  • To use Agora, certain Internet Explorer parameters must be enabled:
  • Authorise use of cookies
  • Authorise downloading and running of ActiveX controls
  • Authorise running of Scripts
  • These parameters are correctly set after a new installation of Internet Explorer. To access the parameters:
  • Internet Explorer 5 or 6 : menu Tools, then Internet Options
  • Downloads from the Microsoft site :
  • Internet Explorer: www.microsoft.com/windows/ie/worldwide/default.asp

  • 1. Manufacture's HotLine
    -> Contact at the Domestic Appliance Manufacturer for questions relating to the opening of manufacture accounts.
     BEKO France
     
  • Philippe Bustarret : +33 1 58 34 46 69
  •  
  • philippe.bustarret@beko.fr
  •  Groupe Brandt
     
  • Votre secrétaire commerciale :
  •  
  • Email: administrationdesventes@fagorbrandt.com
  •  
  • Fax: 01 72 26 54 10
  •  
  • Tel: 08 92 02 82 82 Option 3
  •  B/S/H/
     
  • Service garantie: +33 1 49 48 24 10
  •  
  • Soa-service-garantie@bshg.com
  •  Dometic
     
  • Service pieces : 0810 002 860
  •  
  • servicepdr@dometic.fr
  •  ELECTROLUX France
     
  • Service pièces : 0891 700 310
  •  
  • service.pieces-detachees@electrolux.fr
  •  GIAS Service
     
  • Dominique Garandel : + 33 2 48 55 78 71
  •  
  • dominique.garandel@rosieres.fr
  •  GORENJE
     
  • Contact : 01.45.19.30.01
  •  
  • gat@gorenje.fr
  •  INDESIT COMPANY
     
  • Pauline KOTS : 0892 680 480
  •  
  • pauline.kots@indesit.com
  •  MIELE
     
  • José Cerqueira : +33 1 49 39 34 15
  •  
  • jose.cerqueira@miele.fr
  •  SOGEDIS
     
  • Patrick Langlois : +33 2 32 91 97 56
  •  
  • patricklanglois@sogedis.fr
  •  GROUPE SEB
     
  • Your normal parts sales assistant
  •  
  • or sales@sis.fr (France only)
  •  WHIRLPOOL
     
  • Your normal parts sales assistant
  •  
  • or 08 10 30 40 11 (France)
  •  
  • william_effesse@whirlpool.com

  • 2. Administrative and commercial HotLine
    -> Only English and French media ensured.
    • managing your AGORA account
    • opening an account, blocked account
    • settling Internet pack bills
     
  • +33 1 53 23 06 52
  •  
  • info@agoraplus.com

  • 3. Technical HotLine
    -> Only English and French media ensured.
    • malfunction or problem encountered when using the site
     
  • +33 4 97 23 44 13
  •  
  • support@agoraplus.com