Terms of warranty
Address for sending complaints
Satomar, s.r.o.
Karlova 979/37
614 00 Brno - Maloměřice
E-mail: reklamace@satomar.cz
Complaints are governed by the Complaints Procedure.
In order to facilitate the complaint process, we ask customers to enclose the complaint form or a copy of the data from the complaint form on a separate paper.
The completed Complaint Form must be part of the complaint. You can download the form here:
1. GENERAL PROVISIONS
1.1 The Service Conditions are an integral part of the Contract for Work (hereinafter referred to as the Contract) concluded within the meaning of the Commercial Code or the Civil Code between the Customer and the Contractor.
1.2 The Contract may only be concluded in writing. A written Contract is a document of acceptance of the Satomar device by the Service Provider signed by both the Contractor and the Customer. This document is the "Claim Acceptance Document".
1.3 The Service Conditions are available on the websites www.satomar.cz, www.superveci.cz and satomar.shop.cz. The Service Conditions valid on the date of acceptance of the order by the Contractor are part of the Agreement.
1.4 In the event that the device is handed over by the Customer in person to the Contractor for servicing, the Customer agrees fully and without reservation to these Service Conditions.
1.5 All contractual relations are concluded in accordance with the legal regulations of the Czech Republic. If the contracting party is a consumer, relations not regulated by the Terms and Conditions shall be governed by the Civil Code (No. 40/1964 Coll.) and the Consumer Protection Act (No. 634/1992 Coll.). If the contracting party is another entity, relations not governed by the terms and conditions are governed by the Commercial Code (No. 513/1991 Coll.), all as amended.
1.6 If any article of the Contract or the Contractor's Service Terms and Conditions is in conflict with the Czech legal order due to amendments to legal regulations or the adoption of new legal regulations, then the validity of the relevant article is affected by the current wording of the legal regulation and to the extent that the relevant provision is invalid, the wording of the current legal regulation prevails over the Contract and the Service Terms and Conditions. The invalidation of a part of the Contract under this clause shall not affect the validity of the remaining clauses of the Contract and the Service Conditions.
1.7 When making a claim, it is necessary to present the complete claimed item including accessories or the claimed part thereof. In the event that the Buyer fails to deliver the Goods complete and their completeness is necessary to establish the existence of the claimed defect and/or to remedy it, the time limit for the settlement of the claim shall not begin until the delivery of the missing parts.
1.8 The claim must be accompanied by a copy of the purchase receipt.
1.9 The claim must be accompanied by a completed Claim Form.
1.10. The precise identification of the defects complained of and the specification of the rights that the Buyer claims against the Seller must be communicated to the Seller at the outset of the claim, at the latest before the delivery of the claimed item to the Seller.
1.11. The complaint must include contact details with a return address, telephone number, e-mail address if applicable, and a bank account for any refund.
1.12. The Seller shall not be liable for the data and information of the claimant stored on hard drives, memory or other information carriers which are part of the goods accepted for claim, nor for any loss of such data and information.
1.13. In the event of a claim, the consumer shall, in his own interest, ensure that the goods are packed in suitable packaging material that meets the requirements of the transport of the goods in question, preferably in the original packaging, due to the risk of possible damage to the goods. In the case of fragile goods, the parcel should be marked with appropriate symbols.
2. PRICE PER ORDER
2.1 The customer is always informed in advance in writing of the preliminary price of the repair of the device, and the repair is then carried out or not on the basis of a verbal or written agreement.
2.2 The customer's demand to accept the item for repair without fixing a preliminary price is unjustified, as it is contrary to section 636 paragraph 1 of the Civil Code.
2.3 If the contractor exceeds the provisional price by more than 10%, the contractor shall suspend work on the job and notify the client in writing of the need to exceed the price. The contractor shall resume work on the contract as soon as the client agrees to the new price. If the customer does not agree with the new price, he is obliged to pay the contractor the amount attributable to the work carried out so far, i.e. CZK 322,- + VAT 21% (this amount corresponds to the cost of fault diagnosis) + transport costs, i.e. CZK 90,- including VAT if the customer has transported the device to the service at his own expense, CZK 180,- + VAT 21% if the transport of the collection and removal is paid by Satomar servis. If the newly determined price does not exceed the preliminary price by more than 10%, the customer undertakes to pay the newly determined price, and agrees to the newly determined price without having to be informed of the newly determined price. In such a case, it shall be sufficient to inform the customer of the newly fixed price in the final invoice for the work carried out on the apparatus.
2.4 If previously unknown facts affecting the price of the order are discovered in the course of the diagnosis and execution of the order, the contractor reserves the right to change the agreed price several times during the execution of the order. However, the contractor shall always request the client's written consent to change the price.
2.5 Satomar servis undertakes to submit the price of the order for approval to the customer FREE of charge, which is based on the results of the diagnostics of the faults of the device communicated by the customer. However, it is not the contractor's obligation to provide the customer with a FREE list of the work and materials that will lead to the repair of the instrument together with the quotation.
2.7 If the Client requires the Contractor to provide a list of the work and materials that will lead to the repair of the equipment before agreeing on the price of the contract, this is a request for the supply of the product "equipment diagnostics", provided by the Contractor for a fee. The price of the product "equipment diagnostics" is CZK 322, - + VAT 21 %. This price will be charged to the customer who requested the product only in the event of a subsequent refusal to execute the order, since the diagnosis of the causes of the fault and the preparation of a quotation is the result of the professional and time-consuming work of a service technician.
2.8 Prior to the completion of the repair of the device, the customer may withdraw from the contract (i.e. cancel the order) in the following cases:
2.8.1. when the contractor informs the customer in writing or verbally of his intention to increase the price of the repair and the customer does not agree with this price. In such a case, however, the client is obliged to reimburse the contractor for the work already performed on the device and the costs incurred according to the originally agreed price, regardless of whether the client benefited from the partial repair (e.g. if the defect was partially removed, etc.). This arrangement is without prejudice to the validity of paragraph 2.3 of these Conditions.
2.8.2 The client may withdraw from the contract until the completion of the repair without any reason, but in such a case the client is obliged to pay the contractor the amount attributable to the work already carried out and the materials ordered or delivered. At the same time, the contractor is entitled to claim compensation from the client for the costs incurred in connection with the withdrawal from the contract (transport of materials from the subcontractor, etc.)
2.9 If the Client refuses to pay the price charged in accordance with the Contract and the Service Conditions, this shall be deemed a breach of the Contract by the Client. If the Contractor and the Client do not reach a different agreement, the Contractor shall be entitled to exercise its right of retention pursuant to Section 175 et seq. of the Civil Code and not to deliver the instrument to the Client until the price has been paid. If the client is in default of payment of the service price, the client is also obliged to pay the contractor interest on the delay for the period during which the client's default continues.
2.10. If the customer fails to collect the instrument entrusted to the contractor for repair within six months of the notice to collect it, the contractor shall dispose of the instrument without the customer being entitled to compensation. The contractor also reserves the right to sell or otherwise use the unclaimed item to compensate the customer for unpaid costs incurred in servicing the instrument. If the contractor knows the address of the customer and if the item is of a higher value (according to Government Regulation No. 258/1995 Coll., an item of a higher value is an item exceeding CZK 3,000), the contractor is obliged to inform the customer in advance of the intended sale or disposal of the item and to give the customer an additional period of 2 weeks to collect the item.
2.11. Pursuant to Section 656 of the Civil Code, the customer is obliged to collect the item within one month of the expiry of the time when the repair or modification should have been carried out, and if it was carried out later, within one month of the delivery of the notification of its execution. If he fails to do so, the customer is obliged to pay a storage fee of CZK 30 per day.
2.12. During the period during which the Customer is in default of acceptance of the written instrument, the risk of loss, destruction, damage and accidental destruction of the item passes to the Customer (Sections 520 and 522 of the Civil Code).
2.13. The Customer is obliged to deliver the device for repair without the entered passwords or to disclose the passwords before repair. In the event that it is necessary to overcome an unknown password as part of the diagnostics and/or testing of the equipment by the service provider, the customer will be charged for this work according to the applicable price list in excess of the approved repair price.
3. WARRANTIES
3.1 The Contractor shall provide the Client with a 6 month warranty for repairs of computer and office equipment in accordance with Section 654 of the Civil Code.
3.2 The Client shall, in its own interest, recheck the full functionality of the equipment within 24 hours after receipt from the Contractor. Subsequent claims for defects not directly related to the work performed shall not be regarded as warranty claims. This does not apply to a warranty for a repaired defect that has been serviced.
3.3 Warranty Exceptions:
3.3.1 Optical and backup mechanic repairs - 3 month warranty on work performed.
3.3.2 Sales of refurbished computer equipment - 6 months
3.3.3. Consumables (batteries....) - 6 months
4. WARRANTY REPAIRS
4.1 The contractor is legally obliged to deal with a warranty claim within 30 days of receipt of the machine for warranty repair.
4.2 A settled claim means the elimination of the claimed defect or a refund for the previous service carried out, or the implementation of another solution in agreement with the customer - e.g. a reasonable reduction in the price of the service.
4.3 Warranty repair claims will not be recognised as justified in the following cases:
4.3.1. If a warranty repair request is not recognised as justified by the contractor, the service case will not be regarded as a warranty case.
4.3.2. if the seal on the instrument being claimed is broken.
4.3.3. If the claimed defect does not manifest itself during the initial tests and if the customer is also unable to demonstrate the defect visibly before the contractor.
4.3.4. if the cause of the defect is the failure to follow the instructions in the user manual for the instrument or the instructions given by the contractor in the service intervention report.
4.3.5. If the cause of the defect is contamination of the instrument or neglect of regular maintenance.
4.3.6. if the instrument has been used in conjunction with an attachment, consumable, accessory or in a manner contrary to the manufacturer's instructions or the Contractor's instructions.
4.3.7 If there has been a delay of more than 5 days between the occurrence of the defect and its claim (physical delivery of the instrument to the Contractor for claim) for claims of defects where the use of the instrument regardless of the defect may have the effect of aggravating the claimed defect and/or may cause other damage to the instrument.
4.3.8. if the cause of the claimed defect is not directly related to the service performed on the instrument as part of the claimed service intervention, according to the text of the work performed and the list of items charged on the service dispatch report.
4.3.9. If the goods or part of them have been damaged by a computer virus
4.3.10. If the defect is only in software for which the customer is unable to prove the legal means of acquisition or by using unauthorised software and consumables
4.3.11. Goods that have been modified by the customer (painting, bending, etc.), unprofessional repair of the device, unauthorised disassembly of the device
4.3.12. In the case of defective pixels, the number of pixels matters; ISO Standard 13406-2: Since each LCD display consists of at least 2,32 million sub-pixels, it is not practically possible to prevent pixel loss from the point of view of manufacturing technology. LCDs with a maximum of ten defective pixels may be put on sale. This means that if the number of such defective pixels is less than ten, the customer is not entitled to a claim.
4.3.13 Ingress of foreign matter into the device
4.3.14 For other reasons arising from the applicable version of these Contractor's Service Conditions.
5. LIMITATION OF THE CONTRACTOR'S LIABILITY FOR EQUIPMENT SUPPLIED BY THE CUSTOMER FOR SERVICE INTERVENTION
5.1 The Contractor shall not be liable for data stored on the Customer's data media and devices and shall be entitled to delete or alter such data during the course of the service intervention. The Client's request to preserve the data on the entrusted devices is therefore regarded as unjustified and shall not be taken into account by the Contractor - the said request shall be deemed invalid even if it is explicitly stated in the Contract. The customer should therefore continuously back up the data before handing over the instrument for service intervention and in normal operation. If he does not have this possibility himself, the contractor can provide data backup on request at the customer's expense.
5.2 The contractor is not liable for hidden product defects that have not been demonstrably pointed out by the customer, for any aggravation of existing product defects that existed before the acceptance of the order (e.g. cracks, malfunctions of the equipment that cannot be repaired, etc.), for defects that occur spontaneously during operation without external causes (failure of data and print media, loss of battery capacity, etc.).
5.3 The contractor shall be liable for the functionality of the device after service intervention to the extent agreed in the order or to the extent corresponding to the normal output tests of the device carried out in accordance with the contractor's internal guidelines. Any defects that do not meet these criteria in the event of a subsequent claim will be considered an out-of-warranty issue.
5.4 If the Contractor fails to carry out the ordered service intervention for technical or financial reasons, or if the Client withdraws from the Contract, the instrument shall be restored to its original condition only if technically possible and if the Client pays the costs of the work involved in accordance with the Contractor's intervention tariff.
5.5 The Contractor shall be entitled to carry out technical work on the instrument which is necessary to determine the financial feasibility of the overall service intervention, without the Client being entitled to the restoration of the instrument to its original condition free of charge, if the contract is not completed for technical or financial reasons.
5.6 The Contractor shall be liable for damage to the instrument entrusted by the Customer for the service intervention, from the moment of its physical takeover. In the event of loss of the entrusted instrument or damage to the entrusted instrument for reasons other than those listed in the Service Conditions, the Customer shall compensate the Client for damage to the instrument up to the actual value of the instrument corresponding to the type of instrument, its age and the type of damage with which it was physically handed over to the Contractor for repair. If there is no agreement between the Contractor and the Client on the amount of the damages, then the Client may request the Contractor to have the amount of the damages determined by a certified computer expert at joint expense (each paying 1/2 of the actual cost). The amount of damages so determined shall be considered final and indisputable by both parties. The Contractor shall have the right to request an advance payment of the expert's costs. The Contractor shall never be liable for any damage to the apparatus that occurs between the time the apparatus is handed over to a third party for transport in accordance with Article 7.1 hereof and its physical handover to the Contractor. The moment of transfer of liability for damage to the property is thus the physical handing over of the instrument to the contractor for servicing by the client or a third party.
5.7 The Client acknowledges that the Contractor shall not be liable or responsible for any costs incurred by the Client in connection with the servicing of the instrument, i.e. for example lost profits, telephone charges, internet connection costs, transport costs, etc.
5.8 In the event of disputes concerning defects or damage to the instrument handed over to the contractor for servicing, it is in the interest of the customer to document the condition of the instrument in an indisputable manner before handing it over to a third party for transport or to the contractor, e.g. by photographing damaged areas, visible mechanical wear of parts, missing parts, etc. The Contractor shall not be liable for such wear and tear or mechanical damage to the instrument handed over by the Client which the Client is unable to demonstrably declare as having been caused by the Contractor. A unilateral declaration by the Client in the Contract about the condition of the instrument handed over is not considered to be demonstrable documentation of the condition of the instrument prior to servicing - the Contractor carries out all servicing interventions on used instruments and the degree of wear and tear cannot be described unambiguously and unquestionably in words.
5.9 In the case of orders transmitted by the Customer to the Contractor indirectly (i.e. by a web-based repair order or by the dispatch of the device to the Contractor by the Customer via a third party), the Customer is not able to influence the text provided by the Customer in the Repair Order or in the cover letter of the device. Any texts stated by the Customer in such a repair order (Contract) are viewed as unilateral statements by the Customer and are not legally binding for the Contractor, as these texts are automatically transferred to the text of the Contract without the Contractor's intervention and the Contract is printed as such on the Contractor's side in accordance with clause 1.3 of the Service Conditions. Furthermore, the Contractor is not obliged to carry out comprehensive tests of the instrument at the time of acceptance of the instrument for repair to verify all the claims made by the Customer in the Contract - especially those which are not obvious at first sight, both for instruments handed over for repair in person and for instruments handed over for repair by a third party. If the Contractor discovers in the course of servicing the instrument a discrepancy between the statements made by the Customer and the facts, he is not liable for the discrepancy and is entitled to bring the text of the Contract into conformity with the facts. At the same time, he shall draw the Client's attention to the discrepancy. The Contractor shall be entitled to establish the discrepancy between the Client's claims and the facts at any time, not only at the time of acceptance of the instrument for repair. This paragraph refers in particular to the description of the condition of the instrument, the list of accessories supplied and objectively difficult-to-detect data about the instrument not visible at first sight, such as the presence, capacity and condition of data carriers, the functionality of the instrument, the quality of the display, noise, mechanical wear of parts, battery capacity, configuration of the equipment, etc.
6. DEFECTIVE PARTS AND THEIR REPLACEMENT
6.1 The Contractor undertakes to environmentally dispose of the replaced defective parts at its own expense in the course of servicing the instrument, unless the Client requests the return of the defective parts after the servicing has been carried out in the Contract.
6.2 The Contractor reserves the right, in cases where the availability of service parts is limited or unprofitable, to replace original defective parts in service orders with equivalent spare parts and components that provide the required functions for the instrument being serviced with the same quality as the original part.
6.3 The Customer acknowledges that some types of repairs to the instrument result in irreversible mechanical, thermal, electrical or chemical damage to the defective components during disassembly, diagnosis or replacement and in such cases it is technically impossible to restore the instrument to a condition exactly equivalent to the condition prior to the service intervention unless the repair is successfully completed for technical, economic or other objective or subjective reasons.
6.4 The Customer acknowledges that for instruments repaired by replacing the defective block with a new or reconditioned block with a warranty, it is not possible to claim the return of the defective block after the instrument has been repaired, since the defective part has become the property of the Contractor's subcontractor, who in the process has provided a better price for the part so replaced than the price of the normal ordering of the part from the manufacturer. Should the client insist on the return of the defective part in such a case, the contractor reserves the right to withdraw the repair offer on the agreed price terms.
7. TRANSPORT OF EQUIPMENT FOR REPAIR
7.1.Customers from all over the Czech Republic may use the services of a postal licence holder, or other forwarders or transport services (hereinafter also referred to as "third party") to send the device for servicing to the address of Satomar servis, Karlova 37, 614 00 Brno (hereinafter also referred to as "Service").
7.2 The Customer is obliged to familiarize itself with the transport conditions of the respective third party before sending the device in case of using the Service, especially with regard to the weight and packaging of the shipment, and to strictly comply with these conditions.
7.3 The Contractor shall not be liable for the manner in which the Customer packs the instrument being sent and for any damage to the shipment resulting from transport, as the Contractor has no control over the manner in which the shipment is packed.
7.4 Shipments weighing more than 20 kg are excluded from collection.
8. PROCEDURE FOR CLAIMING EQUIPMENT DAMAGED IN TRANSIT TO THE CUSTOMER
8.1 If the Customer discovers damage to the device after its return delivery by a third party, it is absolutely necessary to report the package claim within the second working day after the delivery of the package by calling 725 325 271 and at the same time sending an e-mail report of the damage to info@satomar.cz in order to acknowledge the claim and claim for compensation. In the message, include the package number, order number, a detailed verbal description of the damage to the package and its contents, or provide photos and other supporting documentation.
8.2 If there is a delay of more than 1 working day between the delivery of the package and the report of damage, the package recipient's right to have the claim acknowledged and the damage compensated shall cease.
8.3 The consignee shall not handle the package and its contents until it has received instructions from the contractor on how to proceed with the claim. Under no circumstances shall the recipient send the damaged parcel back to the sender immediately without following the procedure prescribed above.
8.4 If there is any doubt as to whether the damage is the fault of the transport service, the Customer must allow the damage to be investigated by a claims officer of the transport service at the place where the damage was discovered by the recipient of the package.
9. SPECIAL SERVICE CONDITIONS VALID FOR SERVICING (REPAIRS, MODIFICATIONS, UPGRADES, REBUILDS) OF PC ASSEMBLIES
9.1 The above Service Conditions apply to the servicing of laptops, supplemented by the following points:
9.1.1. Repair, modification, upgrade of a notebook means replacement of defective or customer specified components with good ones or delivery of new components that have passed hardware tests independently without problems, or repair of damaged existing components.
9.1.2 The Contractor shall be liable for the hardware functionality of the individual invoiced components that have been replaced or added to the laptop based on the Contractor's quotation agreed by the Client.
9.1.3 The Contractor shall not be responsible or liable for any problems caused by incompatibility between hardware components, between installed hardware and software, or between software products.
9.1.4 The Contractor is also not responsible for the functionality of any software, including operating systems, operated by the Customer on the laptop being written.
9.2 In the event of a claim by the Customer for warranty repair of a laptop serviced by us, if made within the warranty period, the following conditions shall apply:
9.2.1 In accordance with the above limitation of warranties, only a full hardware inspection and functional tests of the individual hardware components invoiced in the claimed repair will be performed for any warranty service request by the Customer.
9.2.2 If the Contractor determines from these tests that individual components are problematic, the warranty repair claim will be accepted as valid.
9.2.3 Otherwise, the contractor will not accept the claim as justified and the client will pay for the work involved in carrying out the tests for the product "equipment diagnostics". The price of the product "equipment diagnostics" is 322Kč + VAT 21 %. This price will be charged to the customer who requested the product even if the contractor subsequently refuses to carry out the service, since the diagnosis of the causes of the fault and the preparation of a quotation is the result of the professional and time-consuming work of the contractor's service technician.
10. DATA PROTECTION AND USER INFORMATION
10.1 All personal data of natural persons is handled in accordance with the legal regulations, in particular the PDPA and the GDPR. Details are governed by the Contractor's relevant documents, which are available, inter alia, on the Contractor's website.