CONEL CGU 04i — understanding the Complaints Procedure for Product Guarantees [54/56]

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COMPLAINTS PROCEDURE

1. After 12 months since the replaced product was taken over by the customer.

2. On the date when the original guarantee period (subject of the complaint) would

have expired should it not have been replaced, whichever comes first.

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 an 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 incurred 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,

overvoltage and the like).

7. Storage under unauthorised temperatures.

8. Operation in a chemically aggressive environment.

Other conditions

The fact that 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.