Terms & Conditions of aftersales service
Contents
1. OPTION B Quotation Signed and agreed OM Request for quotation before repair Chargeable quotation if a flat rate repair charge is specified in Appendix A whether the quotation is accepted or not No charge if no flat rate repair charge is specified in Appendix A Date Signature DJO France S A S Centre Europ en de Fret 3 rue de Bethar 64990 MOUGUERRE FRANCE Tel 33 0 5 59 52 80 90 Fax 33 0 5 59 52 80 91 E mail contact sav DJOglobal com FORMI136A Appendix A FLAT RATE CHARGES Flat rate F French Product Flat rate Overseas number Designation Make warranty including all Departments PN yare taxes amp Territories amp outside EU Accessories BAT __ Battery tests transport O OoOO oOo o eo ooo O casi Single cable tests transpot OOOO OoOo o o o caB2 Set of 2 cables tests transpot Oo le o lso y cas e a ff C e fo The flat rate includes the replacement of defective components the labour costs and the return transport charges e The flat rate repair charge is only valid if the device is regarded as repairable by DJO France It does not apply if the device requires complete replacement e Inthe case of devices which are obsolete the repair may not be possible due to unavailability of spare parts e For the compex Sport the warranty of 2 1 is 3 years of warranty if the customer registered on the website for the purchase of the device otherwise 2 years If the2. copy of this product return form to facilitate any search THE FOLLOWING MUST BE COMPLETED AS DETAILED AS Payment Payment in advance POSSIBLE TO ENSURE RAPID REPAIR Please fill out Description of the problem oO by credit card Visa MasterCard CB Problem Occasional Permanent Card number OM Device does not switch on Expiry date O Battery does not hold charge Security code O Device stops during the execution of a program Specify the Programm sis hsct Secee tinea estan Sard eae ae The display on the screen is defective by cheque payable to DJO France by bank transfer to account number 08115127 809 IBAN FR76 3005 6008 1108 11512780 913 Swift code CCFRFRPP SEE APPENDIX A OF THIS DOCUMENT FOR THE PRICE LIST AND MARK THE SELECTED OPTION BELOW Any product return form not filled in correctly will result in a quotation for which you will be charged 1 Device under warranty the copy of the invoice must be enclosed Signed and agreed OM Out of box failure OM Device under warranty Defective accessories batteries cables are not covered by the warranty they will be replaced and invoiced Date Signature 2 Device out of warranty OPTION A Flat rate Signed and agreed MO Agreement for repair of the device and replacement of the defective accessories according to the flat rate specified in APPENDIX A Date Signature 3 Device out of warranty
3. After Sales Service p Terms amp Conditions e Consumers non commercial 1 CUSTOMER CONTACTS DJO GLOBAL Ifthe customer notices a malfunction would like to obtain technical information or encounters a usage problem they should first check for a solution by visiting http storage djoglobal eu en_UK Documents Administration_documents troubleshooting_conditions_generale_sav_compex_en pdf If this does not solve their issue they should contact After Sales Service at 33 5 59 52 68 18 or o800 587 0857 for UK and 1 800 804 333 for Ireland support djoglobal com Ifthe customer wants to obtain information about the progress of a repair they must contact the After Sales Service on Fax 33 559 528 091 contact sav djoglobal com They must not forget to quote their Service Request SR number This can be found on all emails sent by the After Sales Service 2 DEFINITION OF THE EQUIPMENT REPAIR CONDITIONS 2 OUT OF BOX FAILURE This is a device supplied new that does not function correctly In this case the customer must contact the After Sales Service on 33 5 59 52 68 18 Or O800 587 0857 for UK and 1 800 804 333 for Ireland to determine whether the problem is due to misuse of the device If a return is necessary the device must be returned complete with all its accessories the completed product return form and the purchase invoice If the defect is confirmed by our After Sales Service the product will be
4. device is not included in the above list it is highly probable that it can no longer be repaired by our repair service Do not return your device without verifying in advance with the After Sales Service on 33 5 59 52 68 18 Or O800 587 0857 for UK and 1 800 804 333 for Ireland that it can be repaired The first generation Energy devices red and black enclosure product number under bar code commencing with XBB without Mi function can no longer be repaired DJO France S A S Centre Europ en de Fret 3 rue de Bethar 64990 MOUGUERRE FRANCE Tel 33 0 5 59 52 80 90 Fax 33 0 5 59 52 80 91 E mail contact sav DJOglobal com FORMI136A
5. ensure correct packaging of the product which is transported at their own risk DJO shall not be liable for any damage to the product during the transport to DJO DJO France After Sales Service cefa a jo pex Centre Europ en de Fret Tel 33 0 5 59 52 68 18 EEELIIIIIILIENEN mMm 3 rue de Bethar Fax 33 0 5 59 52 80 91 64990 Mouguerre FRANCE contact sav DJOglobal com 2 FORMI136A After Sales Service iar P29 Product Return Form omp Consumers p gt e Return address Full NAME iii tia shes Gaicse eh Caicedacasiasanparineivsdveuadyasuedessaniamcaretdsetssosesataivestnss DJO France S A S PLANS Sse aaa tase tac tbat nade bec aa bea neackeceainceai Service Apr s Vente Post COd TOWN vvvscssscssstnsnpntnnnninunnunenenenee Centre Europ en de Fr t 3 rue de Bethar Building apartment floor entry codes 64990 MOUGUERRE FRANCE CORNEY an aaae e a a E Fax 33 559 528 091 Tek MODIG mennem eo iene nS rae E mail contact sav DJOglobal com BUND pede E ees tran recap TEE Please state your service request number SR sent to you by e mail on receipt of your shipment or your serial number for any enquiries The processing time is 10 working days after receipt Designation Accessories included quantity Product number Cables Charger Serial number Battery SR Number in Transport case ternal reference This product return form must be returned with your product Please keep a
6. ion A If the device is out of warranty the flat rate repair charge according to the equipment category applies The flat rate is specified in Appendix A The transport of any device out of warranty Is covered in the following way e The transport of the defective device to the shipping address of After Sales Service DJO France is arranged by the Customer e The transport of the repaired device to the shipping address of the Customer Is invoiced according to the rates specified in Appendix A The device will not be repaired and returned until after payment for the repairs It is strongly recommended to pay the flat rate repair charge and include the payment with your consignment The device will be returned within 10 working days after receipt of the device and the payment Option B If you do not wish to pay the flat rate repair charge available for your device but prefer a detailed quotation the latter will be invoiced at 25 including all taxes 20 83 excluding tax for residents outside the EU and the French Overseas Departments and Territories You must pay for the quotation and the return transport costs to recover your device The quotation made is generally higher than the flat rate repair charge for the device The quotation is valid for a period of 3 months 3 PRODUCT RETURN FORM The product return form is mandatory for the After Sales Service to process your request The processing is put on hold if no product retu
7. replaced or repaired according to the wishes of the customer 2 2 PRODUCT UNDER WARRANTY e Ifthe device is under warranty it will be repaired or replaced at no charge Any defect due to mishandling of the device dropping immersion or due to any use contrary to the user manual incorrect charger non approved battery voids any warranty e The user must return the device with all its accessories the purchase invoice and the completed product return form This makes it easier to locate the fault and thus reduces the processing times e If the device is still under warranty but not its accessories cables batteries and the latter are defective these will be replaced and invoiced at the prices listed in Appendix A Alternatievely the customer can replace any battery or defective cables by purchasing them at http http www compexstore com en_UK e The transport of any device under warranty is covered in the following way v The transport of the defective device to the shipping address of After Sales Service DJO France is arranged by the user v The transport of the repaired device to the shipping address of the Customer is arranged by DJO France DJO France After Sales Service cefa re Com ex Centre Europ en de Fret Tel 33 0 5 59 52 68 18 HEEEETTITLILILGEae p 3 rue de Bethar Fax 33 0 5 59 52 80 91 64990 Mouguerre FRANCE contact sav DJOglobal com 1 FORMI136A 2 3 PRODUCT OUT OF WARRANTY Opt
8. rn form exists If the product return form is still not sent after a reminder a registered letter will be sent If there is no response the device will be scrapped at the end of three months after its arrival at After Sales Service of DJO France 4 PROCESSING TIMES The maximum time for making a quotation or a repair is 10 working days This time starts from when the device is delivered to After Sales Service DJO France until the quotation is prepared option B quotation or until the shipment of the device option A flat rate This is why it is recommended to choose option A to reduce the processing time However the device will not be shipped until after receipt of the payment Any delay in payment will delay the return of the device accordingly In the case of non payment after one month a reminder will be sent In the case of no response after 3 months the device will be scrapped 5 WARRANTY FOR REPAIRS All electrotherapy device repairs made by After Sales Service of DJO France at MOUGUERRE have a parts and labour warranty excluding transport costs of 180 days This warranty applies from the date of the repair invoice It applies to repaired or replaced parts All other parts are excluded from this warranty 6 TRANSPORT If possible the product must be returned in its original packaging with all its accessories cables charger except the electrodes and the probes If the original packaging has not been kept the customer must
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