Source: https://www.2n.cz/en_GB/complaints-and-service-code
Timestamp: 2019-04-26 14:29:53+00:00

Document:
Complaints and Service Code of 2N TELEKOMUNIKACE a.s.
1. The Complaints and Service Code of 2N TELEKOMUNIKACE a.s., company Id. No. 26183960, Tax Id. No. CZ26183960, registered office in Prague 4, Modřanská 621/72, post/zip code 14301, recorded in the Commercial Register administered by the Municipal Court in Prague, section B, insert 6613 (hereinafter only as the “Company”) regulates in particular the conditions of warranty and postwarranty service and the procedure to be undertaken by the parties in the case of complaints regarding goods or requests for post-warranty service. By concluding a contract on purchase, the buyer agrees with the conditions stipulated in this Complaints and Service Code and expressly accepts these conditions as the contract on purchase is governed by this Complaints and Service Code. This Complaints and Service Code is an inseparable part of the contract on purchase and governs warranty service issues relating to contracts on purchase concluded between the Company and the buyer as indicated in the reference to this Complaints and Service Code in the relevant order confirmation. In the case of contracts on repair and modification of items under post-warranty service, this Complaints and Service Code governs the contracts referred to above pursuant to (i) a concluded contract on repair and modification of an item, (ii) a reference to this Code inserted in the confirmed acceptance of the post-warranty service price, or (iii) customer’s confirmation of the service sheet (Section III, Art. 1 of this Code), from the occurrence of any of the above legal facts. The Company will always attach this Complaints and Service Code to the relevant document.
By handing the equipment over for a service intervention comprising work (repair or modification of the equipment) and input material (necessary for repairing or modifying the equipment) under (i) a post-warranty repair, (ii) a service intervention in warranty service on equipment supplied by the Company or (iii) a repair or modification of equipment particularly pursuant to a contract on repair of an item (furthermore jointly as the “service intervention”), the ordering party undertakes to accept fully and without reservation the Company’s service and complaints conditions stated in this Complaints and Service Code.
2. This Complaints and Service Code is governed by the laws of the Czech Republic, in particular by Act No. 89/2012 Coll., Civil Code (hereinafter only as the “Civil Code”). The Complaints and Service Code will apply to all complaints and service interventions by the Company, unless the relevant contract between the Company and the customer expressly stipulates otherwise.
3. The customer for the purposes of this Code means the buyer – a physical or legal entity that has purchased equipment from the Company for the purpose of usual use of the equipment.
Pursuant to Section 419 of the Civil Code, a consumer is a person that concludes a contract with an entrepreneur or otherwise deals with the entrepreneur outside the scope of this person’s entrepreneurial activities or work performance. A consumer for the purposes of this Code means a buyer who is not transacting in his (i) entrepreneurial activities, (ii) other business activities, or (iii) work performance and does not provide his business ID number to the Company for these purposes when buying equipment.
An ordering party for the purposes of this Code means a customer who has ordered from the Company post-warranty service for equipment manufactured or distributed by the Company. Equipment means any telecommunications equipment bearing the original “2N” logo.
Warranty service means repair of the equipment as part of the quality guarantee provided by the Company, carried out by the Company’s servicing section under due complaint against the equipment pursuant to Section II or V of this Code.
Post-warranty service means any repair or modification of the equipment carried out at the ordering party’s request outside or above the scope of the quality guarantee provided by the Company.
The extent of the customer’s/ordering party’s claims from defects subject to warranty is governed exclusively by this Complaints and Service Code and any other claims by the customer/ordering party are excluded.
The customer is not entitled to warranty claims if the relevant defect is caused by an external event after the risk of damage has been transferred to the customer.
- thirty six (36) months for the Products purchased as of January 1, 2018.
The extent of the customer’s claims under the quality guarantee is stipulated exclusively by this Complaints and Service Code and any other claims are excluded.
Once a justified claim is settled, the warranty period is extended by the duration of the repair under warranty.
A. Prior to sending the equipment to the Company, the buyer is required to contact the Company’s technical support by phone on 261 301 111 or fill in the online form at https://support.2n.cz.
Unless valid legal regulations stipulate otherwise, complaints regarding goods (including warranty claims) will be settled in the manner determined by the Company; primarily by a repair and if repair is not possible or effective, by replacement with goods or parts of identical parameters. The Company’s technical support (“TS”) always decides if the equipment must be sent to the Company for repair or if the fault can be addressed remotely. If sending the equipment to the Company is necessary, the TS will generate an RMA (Repair Merchandise Authorization) number and send it to the customer along with the repair list.
c) detailed description of a defect (The defect specification is a very important step in the RMA process that helps us to identify the defect in testing and prevents us incorrectly repudiating it.
If the customer fails to submit a duly completed repair list or other documents as listed in the previous sentence, or submits a repair list or other documents pursuant to the previous sentence with illegible, overwritten or otherwise modified details, or if the identification details attached to the equipment are altered, removed or damaged, the claim will not be accepted.
The buyer is required to report all faults covered by the warranty to the Company in writing immediately after detecting them. A failure to do so results in cessation of the buyer’s claim.
The warranty period ceases to elapse once a claim is submitted until the moment the buyer actually collects or is required to collect the repaired equipment.
C. When returning or replacing the equipment, the buyer is required to send the equipment to the Company complete, including all components, manuals, documents, instructions for use and other accessories, and in the original packaging. The Company is entitled to use a third party (a servicing firm) to settle any claim at its discretion and is liable for this third party’s performance equally as for its own performance.
In the case of claims regarding equipment manufactured by the Company, the Company guarantees repair of the equipment within 30 days. This time limit begins to elapse upon the Company’s receipt of the equipment for repair, including all documentation pursuant to Section II, Art. 2, Paragraph B, items b) to e) of this Code (or if the equipment is handed over without the documentation pursuant to Section II, Art. 2, Paragraph B, items b) to e) of this Code, once the documentation is subsequently submitted). In the case of claims regarding resold equipment (resold equipment for the purposes of this Code means equipment supplied to the buyer by the Company but not manufactured by the Company), the time limit for repairing the equipment is determined by the contractual conditions of the Company’s suppliers or the manufacturer. If the Company fails to meet its obligation to carry out a warranty repair of the equipment within the time limit specified in Section II., Art. 2, Paragraph 3, the Company will replace the equipment with new, unless this is unreasonable in view of the character of the fault or the faulty part, regardless of whether the fault is repairable or not, within 14 days of the day following the last day of the time limit for completing the warranty repair. If the fault cannot be repaired, the Company guarantees replacement of the equipment with new, unless this is unreasonable in view of the character of the fault or the faulty part, within 30 days. This time limit begins to elapse upon receipt of the equipment for repair, including all documentation pursuant to Section II. Art. 2, Paragraph B, Items b) to e), and Paragraph C of this Code (or if the equipment is handed over without the documentation pursuant to Section II, Art. 2, Paragraph B, items b) to e) of this Code, once the documentation is subsequently submitted). In the case of claims regarding resold equipment, the time limit for replacement is determined by the contractual conditions of the Company’s suppliers or the manufacturer. The provisions of Sections 2106 and 2107 of the Civil Code will not be applied.
4. Unless the Company and the buyer agree otherwise, the Company’s repair shop at the address Modřanská 621/72, 143 01, Prague 4 is the place of repair (the “servicing site”). If the equipment is transported from the buyer to the servicing site and back by a third party, the cost of transport to the servicing site is covered by the buyer and the Company covers the cost of transporting the repaired or replaced equipment back to the buyer.
5. If the Company subsequently finds that the claim does not meet the conditions for warranty service pursuant to the warranty conditions, the buyer will be requested within 30 days (of the receipt of the equipment for warranty repair, including all documentation pursuant to Section II., Art. 2 of this Code) to conclude a contract on repair of an item pursuant to Section III, Art. 1 of this Code and the relationship between the buyer and the Company will then be governed by Section III of this Code; the buyer is also entitled to collect the unrepaired equipment at his own expense. If the buyer fails to respond to the Company’s request, the Company will proceed in accordance with Section IV, Art. 1 of this Code.
6. The claim settlement period begins on the first day following receipt of the equipment, including the documentation pursuant to Section II, Art. 2, Paragraph B, Items b) to e) and end on the day of settling the claim. Repair is deemed completed and claim settled (i) on the day the equipment is handed over for transporting to the buyer, or (ii) on the day the equipment is repaired directly at the buyer’s site, or (iii) on the day the buyer is notified that the repaired equipment is prepared for collection. Express repairs are possible once the customer’s request is confirmed by the Company. The Company charges an express surcharge of CZK 960 (for express repairs within 24 hours), CZK 720 (for express repairs within 3 days), or CZK 480 (for express repairs within 6 days) in addition to the price for the repair/servicing intervention and spare parts. The prices are quoted for 1 piece of equipment and exclusive of VAT. For products from 2N Intercom price list an additional service Advanced replacement is available for a fee.
7. The Company and the buyer confirm each correction of fault by repair or replacement and handover of the repaired or replaced equipment to the buyer in writing in a complaint report (including indication of the manner of settling the claim), except for situations when the equipment is handed over for transporting to the buyer. If the equipment is handed over to a forwarding agent, one copy of the complaint report indicating the manner of settling the claim is sent to the buyer upon settling the claim. Any other complaints regarding the replaced equipment must be submitted by the buyer in accordance with this complaint report, which supplements this Complaints and Service Code. Any subsequent claims will in this case be considered the first complaints regarding the equipment.
8. If, during the assessment of a claimed defect, the Company finds that there is no reason for the complaint or finds that the claim is not justified (“unjustified claim”), the Company will inform the buyer without any delay in writing and send the equipment to the buyer’s address along with all handed over components, manuals, documents, instructions for use and other accessories in the condition as of the day of returning the equipment and the buyer is not entitled to have the equipment returned to the original condition free of charge. The Company is also entitled to charge the buyer a fee of CZK 1040 plus VAT for each commenced hour for the work required for assessing and settling (and dispatching) an unjustified claim and the cost of returning the equipment to the buyer. The warranty period is not extended by the time required for settling the claim in the case of an unjustified claim.
i) use of the equipment in combination with additional equipment, consumer material or accessories, or in a manner contrary to the user manual or the Company’s and/or the manufacturer’s instructions.
h) printing errors and inaccuracies in overview catalogues or promotional leaflets.
10. In the case of extended warranty, claims are governed by the same rules as quality guarantee claims in accordance with Section II of this Code, except for the duration of the warranty period and the manner of addressing complaints. Detailed extended warranty conditions, which must be agreed in writing between the Company and the buyer, are listed in the extended warranty certificate. The extended warranty applies to faults in workmanship and material detected during the warranty period or the extended warranty period. The extended warranty does not apply to SW faults not reported by the buyer to the Company within two years of the sale of the equipment. The Company reserves the right to settle claims from extended warranty by replacing the equipment with new, similar equipment. In the case of telephone exchanges sold by 2N TELEKOMUNIKACE a.s., the warranty is only provided once a registration card confirming expert installation of the equipment is sent to the manufacturer; if the buyer fails to send the confirmed registration card as a proof of expert installation to the Company within 14 days of the installation, the warranty period is deemed to have started on the day the goods were sold to the buyer.
1. The Company provides post-warranty service to ordering parties requesting repair or modification of equipment produced or distributed by the Company. In the case of a post-warranty repair or modification of equipment, the ordering party is required to conclude a contract on the repair or modification of an item with (“contract on repair of an item”) the Company. By concluding a contract on the repair of an item, the ordering party expresses his/her acceptance of the conditions stipulated in this Complaints and Service Code. A contract on the repair of an item is deemed concluded upon (i) the company’s acceptance of a duly completed repair list confirmed by the ordering party and the contract is concluded without a specified price; and (ii) delivery of the equipment to the Company, provided that both of the conditions are met. By handing the equipment over for a post-warranty service intervention, repair or modification (“post-warranty service intervention”), the ordering party undertakes to accept fully and without reservation the Company’s complaints and service conditions specified in this Complaints and Service Code.
2. To ensure due progress of a post-warranty service intervention, it is important that the ordering party provides the Company with the required cooperation involving in particular delivery of (i) a duly completed repair list verified by the ordering party, and (ii) the equipment to be repaired, including any accessories, a brief and apposite description of the fault, information as to whether the ordering party wishes to have all diagnosed faults repaired or whether only the fault specified by the ordering party is to be repaired; all of the above must be delivered to the Company’s servicing site. If the ordering party fails to specify the repair and the required repair is not obvious from the repair list used to order the repair, the order is deemed to be for a comprehensive repair. By concluding a contract on repair of an item the ordering party expressly accepts that the equipment will undergo diagnostic examination prior to the post-warranty service intervention and the company will then inform the ordering party (preferably by e-mail) about the price of the post-warranty service intervention (“notification of the post-warranty service price”). If the ordering party refuses the post-warranty service intervention for any reason after the diagnostic examination has been completed or if the equipment is found to be beyond repair, the ordering party is obliged to pay the Company a fee of CZK 1040 plus VAT for each commenced hour for the work required for diagnostics of each piece of equipment and the cost of transport. If the ordering party agrees to the post-warranty service intervention price, the ordering party is obliged to pay the Company the post-warranty service intervention price with VAT and transport costs.
While completing the diagnostic examination, the Company is entitled to carry out any technical tasks required for ascertaining the technical parameters and financial cost of the post-warranty service intervention without the ordering party’s entitlement to have the equipment returned to the original condition if the post-warranty service intervention is not carried out or completed for any reasons.
If the ordering party fails to deliver his/her acceptance of the post-warranty service intervention without delay, specifically within 7 days of the delivery of the notification of the post-warranty service price, the ordering party is deemed to disagree with the post-warranty service intervention price, and the Company will return the unrepaired equipment to the ordering party and charge the fee for diagnostics referred to above with VAT and transport costs; the ordering party is not entitled to have the equipment returned to the original condition free of charge and the equipment is sent to the ordering party after completing diagnostics in the same condition as of the day of returning the equipment to the ordering party. Pursuant to Section 1740(3) of the Civil Code, the ordering party’s response with an addition or deviation is not deemed acceptance of the Company’s offer of a contract on repair of an item even if the modifications do not alter the conditions of the offer significantly.
3. The ordering party is always obliged to pay the actual price of the service intervention to the Company. The Company is entitled to issue an invoice settling the price of the service intervention including the cost at the time of completion of the service intervention and the service intervention price will be increased by the applicable VAT in accordance with the valid legal regulation and any shipping costs or cash-on-delivery charges. Unless the parties have agreed otherwise, issued invoices are payable immediately after the completion of the service intervention. The Company is entitled to retain the equipment or its part/s to enforce payment of the amounts due for the relevant post-warranty service intervention, including accessories and cost relating to the post-warranty service intervention. The rights and obligations of the parties with regard to retention are governed by the provisions of Section 1395 and the following Sections of the Civil Code.
4. The Company provides a 6-month warranty for repair work. This warranty does not apply to repair of equipment of brands other than 2N, even if the equipment is packed and sold together with 2N equipment.
5. The Company’s servicing site at Pod Vinicí 20, 143 01 Prague 4 is the place of acceptance of post-warranty service interventions. If the equipment is transported from the ordering party to the Company’s servicing site and back by a third party, the ordering party covers the cost of transport to the servicing site and back. The ordering party is also obliged to cover any other costs relating to transport, handling, packaging or storage of the repaired equipment.
6. A post-warranty service intervention is deemed completed (depending on the requirements listed in the repair list) (i) on the day of handing the equipment over for transport to the ordering party; (ii) on the day of completing the post-warranty repair directly at the ordering party’s site; or (iii) on the day the ordering party is notified that the repaired equipment is ready for collection via e-mail send to the ordering party’s e-mail address.
7. Due completion of a post-warranty service intervention and handover of the repaired equipment to the ordering party will be confirmed by the ordering party and the Company in writing, except for situations when the equipment is handed over for transport to the ordering party. If the equipment is handed over for transporting, a notification (confirmation) of the completed repair is sent to the ordering party’s address.
1. If the equipment is not transported from the Company’s servicing site by a third party, the ordering party that handed the equipment over for a warranty or post-warranty repair is obliged to collect the repaired equipment within one (1) month of the scheduled date of the service intervention, or, if the intervention is carried out at a later date, within one (1) month of notification of a completed service intervention. In the case of a failure to observe these requirements the ordering party is required to pay a storage fee to the Company according to the Company’s current pricelist, specifically CZK 100 for each (whole or partial) day of storage.
If an ordering party fails to collect an item (equipment) within 2 months of the day on which the ordering party was required to take over (collect) the item, the Company will determine a reasonable time limit of 1 month for collecting the item (equipment) and notify the ordering party that unless it is collected, the item will be sold at the end of this period. If the ordering party fails to collect the item during this additional one-month time limit, the Company is entitled to sell the item (equipment) at the ordering party’s account. If an uncollected item (equipment) is sold, the ordering party will receive the proceeds from the sale decreased by the price of the relevant repair (service intervention), storage fee, costs associated with the sale and cost of transferring the balance to the ordering party. The ordering party must claim its right to these proceeds from the Company in writing. By concluding the contract, the ordering party expressly agrees with this procedure on the Company’s part without prejudice to the Company’s rights arising from the valid legal regulations. The ordering party is not entitled to claim any compensation or damages from the Company. The risk of damage to the item is transferred to the ordering party from the first moment of the ordering party’s default on collection of the equipment after completion of a service intervention. By accepting this Complaints and Service Code, the ordering party expressly agrees to the procedure under this Art. IV, Paragraph 1 being also proportionately applied to any equipment handed over by an ordering party for a service intervention that becomes an abandoned item.
2. Repairs may also be carried out outside the Company’s servicing site at the request of an ordering party. However, the ordering party is then obliged to reimburse the Company for all travel expenses according to the actually traveled distance to the repair site and back and any related costs, these additional charges applying equally to warranty and post-warranty repairs.
3. Customers are strongly advised to make backup copies of their storage media, remove all personal details and deactivate all security passwords prior to sending the equipment to the Company for a service inspection. The contents of storage media in the equipment may be deleted, replaced, reformatted, etc. during a service inspection.
4. If the equipment or its part is replaced, the newly replaced equipment or its part becomes the customer’s property, while the removed or returned equipment or its part becomes the Company’s property.
5. The Company does not guarantee or promise that it will be able to repair or replace the equipment under this warranty without the risk of losing the stored information or data and accepts no liability in this regard.
6.1. The Company does not guarantee, nor is it liable for the data stored on the ordering party’s data media and equipment and is entitled to delete or alter this data at any point during the service intervention. The ordering party acknowledges and agrees that the data may be deleted or damaged during the course of the service intervention. The ordering party acknowledges and agrees in particular that data may also be lost due to SW reinstallation to factory settings or replacement of a data carrier during the course of or in connection with the service intervention. The ordering party also acknowledges and agrees that in the case of severe damage the equipment may be completely inoperative, without any possibility of returning it to original condition after the service intervention.
The ordering party confirms that (i) he/she has been informed by the Company in advance of the necessity to remove the SIM card from the equipment, and (ii) he/she removed the SIM card from the equipment prior to handing it over for a service intervention. The ordering party also acknowledges that the Company bears no responsibility for potential damage to and/or loss of the SIM card and the data.
6.2. The Company does not guarantee and accepts no liability in particular for (i) hidden faults of the equipment that have not been demonstrably reported by the ordering party; (ii) potential deterioration of preexisting faults of the equipment present prior to accepting the equipment for a service inspection (for example defects in functionality of the equipment that cannot be repaired, etc.); (iii) faults caused by wear and tear of the equipment during the course of the necessary diagnostics; (iv) faults occurring spontaneously during operation without any external causes (wear and tear to mechanical parts, etc.).
7. The Company is only responsible for actual damage caused to the ordering party/customer by a proven and accountable breach of the Company’s obligations; under no circumstances is the Company responsible for (i) indirect damage; (ii) consequent damage, or (iii) lost profit.
8. The Company is not obliged to put the equipment into the original condition (i) if the Company fails to complete the ordered service intervention/repair for technical or financial reasons; (ii) if the ordering party withdraws from a contract; or (iii) if the service intervention is not carried out for any other reason.
1. This part of the Complaints and Service Code only applies to contracts of purchase concluded between the Company and buyers – consumers.
2. Regardless of the above, unless this part of the Complaints and Service Code stipulates otherwise, the provisions of Sections I, II, III, IV, VI and VII of this Complaints and Service Code also applies to this Section, which otherwise governs the special conditions for the warranty duration, distribution of costs associated with claiming this warranty and the procedure for removal of defects of the equipment.
3. Complaints and Service Code and the information included herein is also used as the warranty certificate in connection with the details contained in the relevant invoice for each individual supply of the equipment. Providing the quality guarantee is without prejudice to consumer rights governed by special regulations in the case of equipment purchase.
4. The Company provides a 24-month warranty for the equipment. The cost of settling justified claims is borne by the Company.
If a fault can be repaired, the consumer is entitled to have the fault repaired free of charge. If repair of a fault of the equipment is not unreasonable in view of the character of the fault, the consumer is entitled to have the equipment replaced with different equipment of identical parameters.
If a fault cannot be repaired and prevents fault-free use of the equipment, the consumer is entitled to have the equipment replaced.
7. Complaints will be settled and faults will be corrected within 30 days of a duly submitted complaint, unless a shorter period is agreed with the consumer. This time limit begins to elapse once the equipment and the documentation is submitted similarly to the procedure under Art. 2 of this Complaints and Service Code. Art. 7 of Section II will also apply similarly.
The Company issues a written confirmation for the ordering party – consumer containing details of (i) the time of submission of the relevant complaint; (ii) the contents of the complaint; the Company sends this confirmation to the ordering party – consumer by e-mail immediately after receiving the relevant complaint (in the case of complaints submitted in person the confirmation is handed over upon receipt of the equipment for a service intervention). Furthermore, the Company issues confirmations of the date and manner of settling claims for the ordering party – consumer, including confirmations of completed repairs, duration of claim settlement and, if applicable, reasons for rejecting complaints. Once a complaint is processed, the Company notifies the consumer of the settled claim by e-mail.
8. This Complaints and Service Code is without prejudice to consumer rights stipulated by the valid legal regulation, in particular by the relevant provisions of the Civil Code and Act No. 634/1992 Coll., on consumer protection, as amended.
1. The customer’s/ordering party’s terms of trade are hereby expressly excluded.
2. The customer/ordering party assumes the risk of change in circumstances in accordance with Section 2620(2) of the Civil Code.
3. The provisions of Section 2101(1), second and third sentence, and the provisions of Section 2108 of the Civil Code do not apply to the contractual relationship established between a customer/ordering party and the Company.
4. Termination of the contract will be without prejudice to any already originated financial obligations of a customer/ordering party. Termination of the contract by any means provided by the law or the contract will be without prejudice especially to the validity and effectiveness of all commitments establishing obligations of the customer/ordering party to pay (i) the purchase price or its part; (ii) the service intervention price or its part; (iii) any related fees; (iv) default interest; (v) damages; (vi) contractual fines and any other sanctions. These provisions remain valid and effective even after the contract is terminated.
5. The provisions of Section 1764, second sentence, Sections 1765 and 1766 of the Civil Code will not be applied to the contract.
6. By signing this contract the customer/ordering party expressly confirms that he/she has read this version of the Complaints and Service Code and has not found any of the provisions to be beyond reasonable expectations.
7. A customer/ordering party-entrepreneur declares that this contract is not the so-called adhesion contract; to eliminate any doubt, the contractual parties have agreed in accordance with the provisions of Section 1801 of the Civil Code that the provisions of Sections 1799 and 1800 of the Civil Code will not apply to this contract.
8. Failure to respond, oral arrangements and conclusion agreements under the provisions of the Civil Code as expressions leading to the conclusion of contracts on repair of an item or any other contracts are excluded.
9. Prices are quoted exclusive of VAT. The Company is entitled to charge VAT on the prices according to the valid legal regulations.
1. This Complaints and Service Code becomes valid and effective on 01.05.2017 and will remain valid for an indefinite period of time. Remote communication means, such as e-mail, fax or communication through the Company’s web pages, may be used for notices under this Complaints and Service Code.
2. If more than one version of the Complaints and Service Code exists during the implementation of a single service intervention (during the settlement of a warranty or post-warranty), the legal relationships are governed by the version of the Complaints and Service Code attached to the contract or by the version published on the Company’s web pages at www.2n.cz at the time of receipt of the complaint or a request for a service intervention by the Company.
3. The Company reserves the right to change this Complaints and Service Code with the effect as of the publication of the new version on the Company’s web pages.

References: Art. 1
 Art. 2
 Art. 2
 Art. 2
 Art. 2
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 Art. 2
 Art. 1
 Art. 1
 Art. 2
 Art. 2
 Art. 7