ROBOT 2022 WARRANTY POLICY
I. ELECTRONIC WARRANTY REGISTRATION
To receive the warranty benefits, customers need to proceed with the electronic warranty registration after installing the products (or no later than 7 days after purchasing the products).
Registering warranty by following 1 in 3 ways below:
1st way: Scanning QR Code on warranty stamp, this will lead you to the electronic warranty website:
Robot.etrust.com.vn/baohanh -> the warranty activation will arise
Description:
- [Activation code]: filling in 9 characters after scratching the silver scratch layer.
- [Customer’s name] [Phone number] [Address]: filling in personal information of the purchaser.
- After completely filling in, click the button [Activate]
2nd way: Texting SMS as following syntax:
ROBOT <space> Activation code (9 characters after scratching the silver scratch layer) -> Send to 6020 (1.000 VND/message)
3rd way: Accessing the Website: robot.com.vn and click [ELECTRONIC WARRANTY ACTIVATION] icon -> This will lead you to the 1st way of registering electronic warranty
II. PERIOD OF WARRANTY – EXCHANGING NEW PRODUCT
1 – Period of warranty and exchanging new product
| Product type | Period of warranty | Period of changing new product |
| Servo automatic voltage stabilizer from 500VA => 10 KVA Electronic warranty | 3 years | 30 days |
| Servo automatic voltage stabilizer from over 12,5 KVA Electronic warranty | 3 years | No change |
| Relay voltage stabilizer, Inverter, Charger, Transformer Electronic warranty | 1 year | 30 days |
| Delay Warranty stamp | 1 year | 30 days |
| Extension socket, Miniature circuit breaker Warranty stamp | 1 year | 30 days |
| LED Lamp Warranty stamp | 1 year | 30 days |
| Air cooler Electronic warranty | - Fan motors: 2 years - Product: 1 year Note: No warranty for the product’s body, dust filter, base, consumables | 7 days |
| R.O, UF water purifier Electronic warranty | - Pump: 3 years. - Product: 2 years. - Heating & Cooling system: 1 year. Note: No warranty, no change for consumables, filter, filter cartridge,... | 07 days Consumables, filter, filter cartridge,... can not be changed |
| Hot & Cold alkaline water purifier Electronic warranty | - Electrolysis chamber: 5 years - Product: 2 years. - Heating & Cooling system: 1 year. Note: No warranty, no change for consumables, filter, filter cartridge,... | 30 days Consumables, filter, filter cartridge,... can not be changed |
| EVERKING alkaline water purifier Electronic warranty | - Electrolysis chamber: 5 years - Product: 3 years. - UV light: 1 year Note: No warranty, no change for consumables, filter, filter cartridge,... | 30 days Consumables, filter, filter cartridge,... can not be changed |
| Air Purifier Electronic warranty | 1 year | 7 days |
Please read the Terms of Warranty, Regulations on Changing new products, Returning products in sections IV, V & VI
2- Warranty handling period (excluding holidays according to state regulations)
- Delta areas: City - from 24h to 48h, countryside - from 24h to 72h, the maximum rate of delay processing time is not more than 10%.
- Mountainouse areas: City - from 24h to 72h, countryside - from 24h to 144h, the maximum rate of delay processing time is not more than 10%.
1. Warranty location:
1.1 For air cooler, water purifier, alkaline water purifier products
- Contact technician at the warranty location.
1.2 For electrical equipments, household electrical appliances and other products:
- Contact technician at the warranty location.
Especially, automatic voltage stabilizers above 15KVA will be warranted at the customer’s house within Ha Noi, Da Nang, Ho Chi Minh city. Or depending on the Contract agreement (if any) for large power products.
2. Products in the scope of warranty:
Applying for all the products that are imported, assembled, manufactured and officially distributed by Robot Investment Joint Stock Company or branded products that owned by Robot in Vietnam market.
IV. WARRANTY CONDITIONS
1. Free warranty:
Applying for products that are still in the free warranty period when the following conditions are met:
- Products that are broken due to technical errors, not be damaged by external impacts, dropped, wet, using in inappropriate environment, natural disasters... or changing basic information of the machine.
- Products that are produced, manufactured, assembled, imported, branded and owned by Robot that distributed in Vietnam market
- Products that are still in the free warranty period according to the regulations on II. PERIOD OF WARRANTY – EXCHANGING NEW PRODUCT
- Products that are registered for warranty on the Electronic Warranty activation information system or the methods to confirm the valid purchase date/Purchase invoice which match the model name and serial number on the product and the Warranty Card (if any).
- Must be used and conserved following the instructions and regulations of the electricity industry, with the correct power and voltage.
- Warranty stamp (sealed product) & Control stamp (the stamp on product) in original condition with no signs of erasing or tearing.
- Products are used for the right purposes, function and followed proper instructions of Manufacturer.
- Products’ damages, defects that are evaluated and concluded to be due to damage, component error, technical error from the Manufacturer.
- Showing the warranty card (for products that apply the Paper warranty card) that is intact and full of necessary information, machines that do not have full information will be based on the production date noted on the machine.
2 . Cases that are not able to be warranted, and customers need to pay charge for warranty service:
- Products that are not branded Robot and the products that are not owned by Robot.
- Customers do not activate Warranty Registration as regulated (item I. ELECTRONIC WARRANTY REGISTRATION) & do not have vouchers (purchase invoice, seller's voucher) to prove the date of purchase.
- Out of free warranty period according to the regulations of manufacturer
- The products are not eligible for Warranty & Free exchanging
- Consumable components such as filters, filter cartridges; other components…
- The product is damaged due to installation, conservation, used for wrong purposes or failed to follow the instructions attached to the products.
- The products that are broken due to disasters, fires, floods, lightning strikes, equipment wear caused by environment…
- Products that are broken due to the insects’ intrusion (rat, cockroaches, ants, termites…).
Products are warped, cracked, broken, damaged due to dropping or spilling during transportation, use - The products are damaged due to unstable power supply, fluctuates beyond the allowable capacity: 220V ± 10V, or arbitrarily replaces/improperly designed power cord.
- Broken products due to arbitrarily repair, change product structure without permission or supervision by company technicians.
- The products have no seal stamp, or the seal stamp is erased, showing signs of opening the product during the first warranty period.
- Any damage related to the use of non-branded accessories of Robot, such as filter cartridges, filters,…
- Rust, discoloration, natural wear and tear of components over time of use.
V. THE REGULATIONS ON EXCHANGING NEW PRODUCT
1. For unused products:
- Customer can change the product to another model if the product has not been installed, has not been used and has been verified by the technician of the company. The new product must has equal or higher value than the exchanged product
- The period that customer can exchange unused products: within 07 days
2. For used products:
Customers are supported to exchange products to the same type when there are problems that cannot be fixed (due to technical errors from the Manufacturer). Products can only be exchanged after confirmation from a technician of the company and compliance with the following conditions:
- The products are identified as ROBOT’s products (based on the purchase invoice, identification stamp and are registered for electronic warranty).
- The product still has its seal stamp, the manufacturer's warranty stamp and full accessories, warranty card (if any)... as original.
- Goods received back have no defects in appearance (dented, scratched, stained, broken ...).
- For water purifier: consumables such as filtes, filter cartridges, ... are not renewed.
The period of exchanging used products:
- Water Purifier, Cooler, Air Purifier: Within 7 days
- Alkaline Ionized Water Purifier: Within 30 days
- Refering to section II. PERIOD OF WARRANTY – EXCHANGING NEW PRODUCT
3. Overtime for exchanging new product:
4. The cases that are not accepted to exchange or return:
- Customers who want to change models and types without prior notice.
- Customers that use, transport goods not according to the manufacturer's instructions, causing product damage
- Customers who do not obey the requirements as required to receive the warranty policy such as: Do not register for electronic warranty; no purchase receipt...
- Customers who themselves cause external damage such as peeling, breaking, changing the shape, changing operating principle structure of the product,…
- The goods have been signed by the customer to confirm "Qualified" but then the customer requests to return the products for the reason of the wrong form: scratched, yellow stained, dented ...
VI. PRODUCTS EXCHANGE – RETURN POLICY
1. Products are within the warranty period specified in Section II. WARRANTY TIME and satisfy the conditions of free warranty specified in section IV. WARRANTY CONDITIONS
2. Out of the product exchanging time specified in the section THE REGULATIONS ON EXCHANGING NEW PRODUCT
3. The product is still under warranty but repaired over 3 times within 1 month but the product’s error still can not be repaired.
4. Depending on the actual condition of the used product that needs to be returned, both parties will jointly evaluate the product's condition, agree on the remaining value after the depreciation of the product, as a basis for exchanging another product.
- In case of exchanging products with a equal value to the residual value after depreciation of the exchanged product, the parties will not compensate for the difference.
- In case of exchanging products with a difference value, the parties will agree on the difference between the value of the newly replaced product and the replaced defective product, which one party needs to pay back to the other party at the time of product exchange
5. All defective or damaged parts, components or products replaced under the terms of the warranty will become the property of the Company.
6. The warranty period for the exchanged product will be counted continuously from the time of using the previous product.
VII. WARRANTY LOCATION
All Robot’s products will be under warranty at Customer Service Center:
- Southern warranty center: 112A Cach Mang Thang 8, Ward 7, District 3, HCMC.
- Central Service Center: 81C-81D, Hoang Van Thai, Lien Chieu District, Da Nang.
- Northern warranty center: 81 Duc Giang, Duc Giang Ward, Long Bien District, Hanoi.
Or at warranty centers that are set up or authorized by Robot nationwide.
VIII. POINT OF CONTACT
Please contact us immediately for the fastest service consultation, technical advise, product warranty
Hotline 1900 63 67 52
ROBOT INVESTMENT JOINT STOCK COMPANY CUSTOMER SERVICE CENTER
Transaction office: 112A Cach Mang Thang Tam, Ward 07, District 3, HCMC
- Tel: (028) 3930 7479
- Fax: (028) 3930 7478
- Email:
- Sales service: sales@robot.com.vn
- After-sales service: support@robot.com.vn
Website: https://robots.com.vn
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