Handling of complaints against the products of Acquaer Ltd., process of repair under warranty:
In order to ensure expert repair under warranty, we established a central service station where we can meet demands for both warranty and non-warranty repairs:
H-4900 Fehérgyarmat, Szatmári út 11.
Tel: +36 30 508-6563
Fax: +36 44 360-995
(Contact data can be found on the back of the letter of warranty as well)
There are several ways to transact the repair processes. At first, we would like to kindly ask our customers to contact our service at the above-mentioned tel. number. This step is needed because, according to experience, there are many occasions, when with instructions through the phone the owner of the machine can make a simple adjustment on it, which solves the problem immediately.
In case the problem is bigger than a small adjustment, but the customer can solve it, by receiving the correct spare parts from us - saving time and further efforts for both sides – we can provide him/her the suitable spare parts through delivery to a given address.
If the breakdown is greater than that and it cannot be solved on one of the previously described ways, than the customers have the opportunity to send us back the product to our headquarters, in Fehérgyarmat.
To this we also offer different solutions. On one hand, it is a well-known process for customers to take the products back to the stores where they purchased them. At the stores, the customer service department fills out the warranty letter and writes a report accordingly. After this the customer service department takes the product over from the customer, informs us about it and sends us the report via e-mail or fax.
On the other hand, to comfort the customers, for a faster transaction and to reach the experts in a simpler way, we offer the opportunity of sending the products to us from your home, straight to our headquarters, where the reparation takes place. In this case you, the customer, have to write a report about the breakdown and send it to us by placing the paper in the box with the product or by e-mailing it to: szerviz@gamagarden.eu
In order for the courier to be able to pick up the product, it needs to be in its package, so we kindly ask you to preserve it. This is relevant for the delivery both from your home or from the stores.
Through the Trans-o-flex courier service, Acquaer Ltd will transport the products regularly to the service station and send them back to the customers’ home or to the customer service/retailer after the repair. We will try to perform the reparation or replacement within 15 days. Only new parts (distributed by the manufacturer) will be installed during the reparation. Our central repair service shop will certify the fact of repair by taking the minutes of it.
In case of a failure excluding the warranty (breakage, dismantling of the device, cable damage, incomplete device, etc.), we will take the report of the facts of the case and make a quotation for the necessary repair. In case of an order, we will perform the repair; in the lack of an order we will send the device back without repair.
Customer’s rights:
Consumer will have the rights defined in §306-310 of Act IV/1959 on the Civil Code as well as in the decree no. 49/2003. (IIV. 30) of GKM:
In case of a defective product, customer:
- primarily may at his discretion require repair or replacement, except if it resulted in an unfair extra cost as compared to the fulfilment of the selected warranty claim, with regard to the value of the provided device in its perfect condition, the seriousness of the breach of contract and the inconvenience caused to the customer by the fulfilment of the warranty right;
- may at his discretion require proper price discount or cancel the contract if customer does not have any right to have the device repaired or replaced or the obligor does not undertake to repair or replace it or cannot meet this obligation under the conditions written in section (2). Cancellation because of an insignificant fault will not lie. If as a result of the failure of the article consumer enforces his claim within three working days from the purchase, then the distributor shall not refer to unfair extra cost, but will be bound to replace the article, provided that the failure prevents the proper use of the device.
- Repair or replacement shall be done within a reasonable time without causing any significant trouble to the consumer, with the properties and purpose of the goods expected by consumer taken into consideration.
Important information:
- Consumers can enforce their warranty claims through the letter of warranty therefore they should keep it carefully.
- Consumers should require from the distributor that the exact date of purchase is indicated on the letter of warranty.
- Repair under warranty can only be done by the assigned service repair shops on the basis of a valid letter of warranty.
- Any correction, cancellation, overwriting in the letter of warranty or recording of untrue data will result in invalidity of letter of warranty.
- If the letter of warranty is filled out irregularly or is not delivered to the consumer, then it will not affect the validity of undertaking of warranty.
Termination of warranty:
We will attach the instructions for use (handling) to the product and ask customers to comply with those included in it in their own interests because we will not undertake any warranty for the product in case of a fault caused by use, handling different from the instructions for use or failure to perform maintenance.
