CONEL CDX 800 — understanding the Complaints Procedure for Product Defects [42/44]

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COMPLAINTS PROCEDURE

3. The claim is deemed unsubstantiated when the defect is not found by the vendor

processing the complaint or the defect is not covered by the guarantee under Article

3 of the procedure.

4. In case the claimed defect is not found and functionality is proven to the customer,

the customer is obliged to pay demonstrable cost related to expert assessment

of the claimed defect.

5. In case defect is found when processing the complaint that is not covered

by the guarantee (extra-warranty repair), the vendor shall inform the customer

and the customer shall inform the vendor whether he/she wishes to have the defect

repaired for the price set. A protocol shall be made on exact conditions of the extra-

warranty repair and signed by both the customer and the vendor. Should

the customer not require remedy through extra-warranty repair under the conditions,

the device shall be returned to him/her after he/she pays the demonstrable cost

of expert assessment.

The guarantee does not cover defects due to

1. Mechanical damage (fall and the like).

2. Use of inadequate or not recommended sources and other accessories.

3. Connection of the product with non-standard accessories.

4. Installation or use of the product conflicting with the Manual or use for other

purposes than usual for this type.

5. Improper manipulation, or an intervention of unauthorised person or other service

than authorised by the manufacturer.

6. Effects of natural forces (flood, fire etc.) or other local phenomena) storm, mains

over voltage and the like).

7. Storage under unauthorised temperatures.

8. Operation in a chemically aggressive environment.

Other conditions

The fact the subject of the complaint does not conform to parameters set for other

similar product types shall not be considered a fault. To assess whether it is a case of covered

fault the parameters stated in the technical documentation for the product are decisive.

The guarantee expires in any case of changes to the subject of the complaint

or damaged or otherwise unreadable serial number.