Terms
Service and technical support
Technical support is available on working days (during office hours), by e-mail (servis@codeware.cz) or by phone +420 222 562 444, always after reporting the serial number of the device.
We provide support and service for all devices sold by us, whether they were purchased from us or from other dealers.
If you need remote support, you can use TeamViewer (a paid service) after discussion with our technician. It is available here for download without installation. Once started, we will be able to set up the system correctly on your PC.
You can track the progress of your repair/complaint status online here. The current price list for the work can be found here.
In case you need to send the device to our service department, please follow the following instructions:
1. Fill out the form "Send equipment to CODEWARE for repair" and print it out. When completing, please fill in all fields as necessary so that there are no delays associated with receiving the equipment at the service department.
2. Include the printed form in the package with the equipment. Please pack carefully so that the equipment does not deteriorate in transit.
3. Send the equipment to CODEWARE, s.r.o., Jaromírova 37, Prague 2.
4. Your service will be assigned a service number and this will be sent to the e-mail address you provided.
5. According to the service number you can track your service/complaint on this LINK.
6. We will return the equipment to you by shipping service to the address from which we received the equipment. In the case of a return to a different address, this must be stated on the accompanying form (see point 1).
7. You can bring the serviced equipment in person to the address given in point 3. of the form (point 1). The cost of transporting the claimed goods to the service department shall be borne by the customer.
8. Completed service/repair of equipment that is not picked up by the customer within 30 days of notification of the completion of service/repair CODEWARE, Ltd. is entitled to charge storage fees. This is 50,- CZK excluding VAT for each day during the period of 31-60 days from the end of the service/reclamation. After this period, the storage fee is 80,- CZK excluding VAT for each additional day. After six months from the date of termination of the service/reclamation and failure of the customer to collect the equipment, CODEWARE, s.r.o. will settle the claim by legal means according to the applicable laws.
Our company is an authorized service center for the equipment of the sold brands. We are contractually bound to the manufacturers, we meet the conditions for quality of service and other requirements given by the manufacturers. Service quality and customer satisfaction is randomly verified by a questionnaire system.
Warranty and post-warranty services/repairs are carried out by technicians in an ESD environment and are handled according to type - standard and above standard. In the case of contractually mandated above-standard warranty conditions, these are dealt with on a priority basis to meet contractual deadlines and quality of repairs. All service interventions are carried out by a trained team of technicians from our service department using latest technological procedures, using ESD service tools and only original spare parts.
Warranty conditions
Liability for defects in the goods sold (warranty)
The seller is responsible for the characteristics of the equipment described in the user manual, provided that it is installed and used according to the instructions in the user manual. The Seller warrants the Buyer for the length of the warranty period specified in the Delivery Note.
The Seller warrants the goods delivered to the Buyer within the scope of the provisions of the Business Co-operation Act and the Civil Code.
1. Warranty period (time limit for exercising rights arising from defective performance)
The delivered products are guaranteed for the duration specified in the Delivery Note.
For software, batteries, cutters, peelers and pressure rollers for printers, labelling pliers, plastic covers, connectors and cables are warranted for 6 months from the date of sale, even if included in the equipment.
Printer printheads are warranted only if they are used permanently for thermal transfer printing (printing through dye ribbon) for a period of 6 months from the date of sale or for 25 400 m (1 000 000 inches) of printed media.
The guarantee period starts on the date of handover to the customer or to the agreed carrier. The warranty period shall be interrupted upon receipt of the goods for claim and shall continue upon delivery of the repaired goods. In the event that the buyer does not take delivery of the repaired goods, the warranty period shall continue on the date on which the seller has invited the buyer to take delivery of the goods.
2. The delivery (warranty) note
The delivery note also serves as a warranty card and indicates the duration of the warranty of the goods.
The Buyer is obliged to present the Seller with a valid delivery note when making a claim. If the Buyer fails to present the delivery note, the Seller will not accept the claim.
3. Method of handling warranty service/complaints
The Buyer shall file a claim at the Seller's service point. In order to make a claim, the Buyer shall submit:
- proof of purchase of the goods on which the warranty is claimed
- the delivery (warranty) note
- the complete goods including the original packaging and all accessories
- records of all previous servicing if the goods have been serviced (claimed) more than once
The cost of transporting the serviced/reported goods to the service department is borne by the buyer. The cost of transporting the goods from the service department to the buyer's address is borne by the seller.
If it is proven that the service/complaint was unjustified, the buyer shall bear all costs associated with its settlement. If the Buyer requests warranty service/complaint at the place of installation, the Seller shall pay forthe travel costs at the rate set out in the Seller's current price list. In the event that the service/repair is not recognised as a warranty claim, the Buyer shall pay the Seller's travel costs together with the cost ofthe full amount of the Seller's current price list.
The Seller shall be entitled to assess whether the claimed defect in the Product is not covered by any of the specified exceptions to the warranty pursuant to Article 4 of these Warranty Conditions. If the claimed defect in the product is covered by such an exception to the warranty, the Buyer shall bear the cost of remedying the defect. In extremely disputed cases, the Seller shall submit the claimed defect directly to the manufacturer for assessment and both parties shall respect the resulting decision of the manufacturer as final and conclusive.
In case of replacement of defective goods or parts thereof, the warranty shall not be extended.
In the event that the defect claimed by the customer was caused by pollutionm internal parts of the equipment, the cost of cleaning shall be borne by the customer. This action shall not be considered a warranty repair within the meaning of the Civil Code.
The requested change of the SW/FW version of the device cannot be considered a warranty repair within the meaning of the Civil Code.
Buyer - consumer
In accordance with the provisions of Article 2, paragraph 1, letter a) of Act No. 634/1992 Coll, on consumer protection, as amended, a consumer is a natural person who is not acting in the course of his/her business activity or in the course of his/her independent exercise of his/her profession.
If the buyer is a consumer, the seller shall decide on the complaint immediately, in complex cases within three working days. This time limit does not include the time appropriate to the type of product or service required for a professional assessment of the defect.
CODEWARE, s.r.o. shall settle the complaint, including the removal of the defect, without undue delay, but no later than 30 days from the date of the complaint. The period of 30 days may be extended after the claim has been filed by agreement with the consumer.
Buyer - entrepreneur
If the buyer is an entrepreneur, the seller undertakes to decide on the complaint within 40 days from the date of the complaint.
4. Exceptions to the warranty
The warranty provided to the buyer does not cover defects in the goods in the following cases:
- the warranty seal on the goods is broken or removed
- defects are caused by faulty operation contrary to the instructions for use
- defects are caused by mechanical damage (dropping, impact, breaking of connectors, burning of contacts, etc.)
- modifications have been made to the product claimed or even during its installation by a person other than the seller's authorised service agent
- incorrect configuration settings of the equipment
- defects are caused by transport, improper placement or storage in a humid, dusty or chemically or otherwise unsuitable environment for which the goods are not intended
- defects are caused by discharged batteries
- defects are caused by the ingress of foreign substances into the product (sand, ash, water, moisture, etc.)
- the buyer is claiming a defect in the printer or print head and is not using thermal transfer ribbons, either directly supplied or approved by the seller
- the buyer is claiming a defect in the print head of the printer in the case of direct thermal printing (this printing technology does not allow the warranty to be provided)
- the buyer has connected the goods to the electrical network in accordance with a non-compliant applicable CSN
6. Buyer's agreement to the warranty conditions
By handing over the goods and not objecting to the functionality of the goods handed over, the purchaser agrees toto the seller's warranty conditions and declares that he/she is familiar with their content.
After Warranty Service
After-sales service rules
1. The customer agrees that his/her personal data will be processed in the company's information system
CODEWARE, s.r.o. within the meaning of Act No. 101/2000 Coll.
2. The service centre is not responsible for the data stored in the repaired device.
3. The customer agrees to extend the expected repair date in case of lack of spare parts.
4. The customer will be charged for fault diagnosis in all cases of repairs In case of unprofitable repairs or unrepairable equipment, the customer will not be charged for diagnostics only if the customer obtains from CODEWARE, s.r.o. purchases a new device, i.e. a replacement for this device.
The price of diagnostics is determined by the current price list of works.
5. If the defect reported by the customer was caused by pollutionm internal parts of the equipment, the cost of cleaning shall be borne by the customer.
7. The devices that have been repaired are equipped with the latest version of SW/FW. The features of the SW/FW may not always be the same as those of the previous SW/FW (e.g. access to certain functions, change of user menu, etc.).
8. The customer is obliged to check the external condition of the device immediately after the repair, subsequent claims will not be taken into account.
9. The work performed is guaranteed for 3 months from the moment of acceptance by the customer within the meaning of §654 of the Civil Code.
10. The service department is always obliged to follow the technological repair procedure prescribed by the manufacturer.
11. In case of personal failure to collect the repaired equipment at the service department of CODEWARE, s.r.o. and requesting that the equipment be sent to the customer's address (by a transport company), the customer will be invoiced for the costs associated with this transport.
12. By sending or delivering the goods to the service department, the customer agrees to these service conditions.
13. The current version of the Terms of Service is available at www.codeware.cz.
