Sonniger GUARD - Complaint Procedure

Operation and Maintenance Documentation GUARD v202301
§4. Complaint Procedure
1. In the event of a complaint under the Warranty conditions, the user may complain directly to the Distributor.
2. All repairs covered by the warranty shall be done as part of the activity of an installation company and Factory Service. All
repairs ensuing from the guarantee shall be done in a place where the device is installed.
3. Any services under the Warranty are to be carried out within 14 days from the date of request. In exceptional cases, the
deadline may be extended, especially if the warranty service requires ordering parts or components from subcontractors.
4. The user concerning the service activities is obliged to:
 Allow having full access to the rooms where the devices were installed and provide the necessary facilities allowing
direct access to the device (lift, scaffolding, etc.) to do all the servicing covered by the guarantee.
 Present the original of the Guarantee Card and VAT invoice recording the purchase,
 Ensure safety while doing the servicing,
 Allow starting works immediately after the arrival of the Service.
5. In order to make a complaint under the warranty it is necessary to deliver to the Distributor’s address the following
documents:
a) correctly filled-in complaint form that is available at the website of www.sonniger.com
b) copy of the Guarantee Card
c) copy of the proof-of-purchase - the sales invoice
6. The repair service including the replacement of the parts shall be done free of charge only if the representative of the
installing contractor or the Service claims that the defect or malfunctioning of the device is caused by the fault of the
producer.
7. Any costs (cost of repair, travel, and exchanged components) incurred due to the unjustified complaint, especially in the
situation when the representative of the Installing Contractor of the Factory Repair Service claims that defect/damage was
caused as a result of breaching the guidelines provided in the Operation and Maintenance Documentation or notices the
exclusions under §2 (Warranty exclusions) will be requested from the Buyer/Customer who reported the failure.
8. The Claimant is obliged to give a written confirmation of the service provided.
9. Sonniger Poland is entitled to refuse the warranty service if Sonniger Poland has not received full payment for the product
complained about under the Guarantee or any previous servicing activities.