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 4 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 ad 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 unauthorized person or other
purposes than usual for this type.
6. Effects of natural forces (flood, fire etc.) or other local phenomena (storm,
overvoltage and the like).
7. Storage under unauthorized 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 unreachable serial number.
8
12-05-17
LUCOM GmbH * Ansbacher Str. 2a * 90513 Zirndorf * Tel. 09127/59 460-10 * Fax. 09127/59 460-20 * www.lucom.de
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