WARRANTY PROCEDURE FOR PRESTIGIO PRODUCTS FROM SELECTED CATEGORIES

Transcription

1 WARRANTY PROCEDURE FOR PRESTIGIO PRODUCTS FROM SELECTED CATEGORIES Prestigio, ensuring the satisfaction of its customers, created an opportunity to submit product complaints in the Fixit company for the following, limited list of categories: Tablets Smartphones E-book readers PNDs (Personal Navigation Device) Car Video Recorders This document is a procedure in case of encountering problems with the use of Prestigio branded products. In order to begin the complaint process Customer should perform the following steps: 1. Fixit company handles the warranty complaints of Prestigio products in door-to-door system. Range of supported devices is limited to product categories listed in this procedure. 2. The presale and DOA complaints are not carried out on behalf of this procedure. In case of this type of complaint, please contact to your supplier/sales channel. 3. Before the product is packed and prepared to be sent, a warranty complaint should be filed in the Authorized Service Center RMA web system located at: If the services provided by service center will be used for the first time, a new account has to be created. To register an account, the following steps have to be taken: choose Register select the appropriate customer type correctly fill in all the fields there are three address fields in the registration form, in which should be entered: - Customer address on which the complaints will be returned. Usually this will be a home address - Address for shipment pick-up from which the shipment is taken by the courier, for example a home address or office address

2 - Invoice data this will be the data that will used for billing for additional services, for example a post-warranty repair. If the data is the same as in Customer address field, then the Use data from Customer address tab option may be used Enter the code from the "Data Confirmation" section and confirm by pressing the "Register". After completing all of the steps above, you will see a message about the successful completion of the registration in the system. The system does not require a confirmation from the service side. Users can log in and begin the process of filing a complaint immediately after completing registration. 4. In order to register a complaint it is necessary to fill in the form available in Add RMA request tab. The following data regarding the device and its malfunction must be entered: Select producer in case of Prestigio products PRESTIGIO should be selected Select product category to ease the search for a specific product, user may select the category to which the product belongs to (you can skip this field by going directly to the device selection based on its name or code) Select the name/code of the product here Customer specifies the model of the faulty device it can be done based on the product name or it s PN code (the data can be found on the original packaging or on the device) Enter the serial number of the device this number is compulsory. Note: Providing the correct serial number is necessary to start the claim process. The serial number is verified by the service engineer during verification of warranty rights. Warranty type specify if the claim is related to warranty complaint or to off-service repair Warranty card number enter ND ( does not apply ). Service center will fill this field automatically after verification of warranty rights. Place of purchase information where the product has been bought (reseller/distributor) Date of purchase date present on proof of purchase Note: Entering incorrect date may cause a stop of warranty procedure. Select type of malfunction choose one of pre-defined fault types

3 Fault description please describe as accurately as possible what is the fulat noticed during use of the product. Tests carried out in the service center will be performer in accordance to reported fault. Therefore, imprecise description can contribute to the failure to detect the described fault and device may be sent back as not faulty. Verification of correctness of entered data is preformed after pressing + Add. The properly defined complaint will be added to RMA item list. After pressing the Submit button the claim will be entered to the RMA system and will wait for confirmation bye service center. 5. After successful completion of RMA registration, please wait for the confirmation of warranty rights of all of the reported devices. This is required to start the warranty claim process. Note: In case if the serial number is not accepted, the Service Centre may ask you to check it again and to provide a copy of purchase document or the correctly filled warranty card. 6. Claims are confirmed by the Service Center Monday to Friday, within 24 hours, excluding public holidays. The Customer will be informed about the confirmation of the claim or the need to provide additional documents by (the Notification option must be checked in your account). You can also check the status of your claim by logging on to: website. 7. After receiving confirmation of the claim, Customer should print a RMA label. To do this, log in to the RMA system and select the confirmed complaint from the list (by clicking on the link with the claim number), and then use the "Print the barcode" button. Note: If you are not able to print the label, hand-write the RMA number on the package. 8. The cost of delivery to the service center is covered by Fixit only if the registered claim is handled to a courier ordered by the service center. 9. The DHL courier will be ordered after the registered claim is confirmed. The package will be taken from provided address within two working days after confirmation of the claim. If the package won t be picked-up by the courier within this period, please contact us right away at the address: prestigio@fixit.pl

4 10. The product must be properly secured for transport. It is recommended to use the original packaging, which should fully protect the device. If the original packaging is not available, please pack the device in the sturdy cardboard box in the right size, leaving about 2.5 cm of space between the walls of the container and the device. Please do not use small, loose fill materials, since they are not a sufficient protection against the possibility of damage in transit. Service center is not responsible for damage resulting from transport due to improper securing of the contents of the package. 11. The device which is sent to the service center must be complete. The package should include all the essential pieces of equipment (device, power supply, battery, etc.). Some defects may be caused by incorrect operation of the individual elements. Lack of transfer of the entire set will prevent a thorough verification of the fault. Claims of incomplete equipment may be rejected or delayed until the rest of the set is delivered at the expense of the Customer. Covers, manuals, flyers and promotional materials are not required. However, pouches and covers may provide additional protection during transport. 12. For each faulty device must be delivered with: RMA number accurate contact information (phone number and address are required) a detailed description of the fault a copy of the proof of purchase or the filled warranty card These documents are required to handle a warranty claim and their lack will cause suspension of the claim Please do not send original documents of purchase as they will not be returned. 13. After verification and confirmation of reported faults, the unit will be repaired and then sent by DHL courier. The cost of transportation is covered by Fixit. 14. In special cases, where the repair will require to ship additional components, the realization of the claim may be withheld pending receipt of delivery. 15. Detailed conditions of the Prestigio limited warranty statement are available at: Registration and delivery of the product to the service center is synonymous to acceptance of guarantees provided by the manufacturer.

5 16. We remind you that the warranty does not cover: mechanical damage (for example broken LCD, socket connections, casing, etc.) intervention by third parties into the device (does not apply to authorized service center - Fixit) damage caused by improper handling or use of the device not in accordance with the instruction manual If any of these facts is present, the unit may be sent back without any additional contact with the Customer. 17. In specific cases of deliberate abuse of warranty rights, the Customer may be charged with transportation and expertise costs. 18. Every package sent by Fixit is insured. Upon receipt of the shipment, carefully check its status and contents in the presence of the courier. In case of any claims or damage, it is required to make a damage report with the courier. Applying for compensation for damaged or incomplete equipment is possible only after the completion of the damage report. 19. Warranty periods for different product groups: Tablets Smartphones E-book readers PNDs (Personal Navigation Device) Car Video Recorders Accessories (CD / DVD discs, batteries, memory cards and other media, headsets and cables, docking stations, exterior power supplies and remotes) 6 months Address and contact details for complaint of Prestigio products: FIXIT S.A. - Oddział Krosno ul. Kazimierza Pużaka Krosno RMA system: prestigio@fixit.pl Note: The service center does not accept personal delivery of the complaints.