Support and Faulty Products
All our products are guaranteed for twelve months. We have a 'return-to-base' policy, meaning that the item/items should be returned to our office in Sliema
Products are occasionally difficult or awkward to install. If you're having trouble installing hardware, please do not hesitate to contact us on enquiry@med-way.com or by phone or fax.
If you're convinced that one of our products is faulty and it is still under our 12 month warranty, you should follow this procedure:
1. Put the product, together with its driver software and any peripherals needed to reproduce the fault (eg. transformer for printer) and manual/leaflet, and any other ancillary items in its box or equivalent. Internal computer cards must be safely protected by an anti-static bag. If you don't have an anti-static bag request one and we'll post one to you.
2. Prepare the original cash sale or invoice (a photocopy will do) given when the product was purchased.
3. Fill out and send in the fault report.
After receiving an automated acknowledgement from us stating that the fault form has arrived at our office, you will receive a second (not automated) email during our office hours with either suggestions on how to possibly solve the problem, a request for more information, or instructions on when the item should be returned to our office. If you would like us to collect the faulty item there is a charge of €4.70 excluding VAT.
Testing at your premises, may also be possible. The charge for this will depend on the time taken and whether the product proves to be faulty or not. If it turns out to be genuinely faulty, the charge is €9.40 excluding VAT per hour. If the item isn't faulty, the charge is €16.50 excluding VAT per hour.
Under no circumstances will a replacement item or credit note be given, unless the faulty item is in our possession.
Testing to verify that the item is physically faulty is normally completed, on our own equipment, within 48hours.
If the product proves to be faulty, we will either repair it or replace it with an identical item if possible. If repair of the faulty product is impossible and an exact replacement no longer available or no longer in production, we will replace the item with an equivalent brand type and model. If such an item does not exist we'll offer a similar but more recent product and charge for the difference in value. If, for whatever reason, this is not acceptable (or such a product does not exist) we'll offer a credit note for an amount equivalent to the current value of the faulty good.
Please note that:
a) if the product has been modified or repaired by any person not authorised in writing by us, or
b) if the product has been exposed to misuse, neglect or accident, or
c) if the owner of the product is in default of any, or part of a, payment, due to us;
the warranty will lapse and be null and void.
If the item turns out to be working fine, we will charge for testing. The minimum charge, or rate per half hour, for testing done at our premises is €7.00 excluding VAT. If the client would like to dispute this charge, we will repeat the test procedure in front of the client or/and his appointed expert at a pre-arranged day and time at our office. The time taken for this repetition will also be charged at the minimum rate or €7.00 per half hour.
Once testing is conclusive, we will notify the owner of the product immediately. If the product has proven to be faulty and the replacement is immediately available from our stock, the item can be collected (or delivered at a charge) at the client's convenience. If the replacement has to be ordered, or a slightly different product has to be ordered (or a credit note arranged), we will get in touch with the client.
The original item or its replacement should eventually be collected by the client. We can return/deliver it for a €4.70 excluding VAT charge.
All the above may seem slightly intimidating, however, we would like to emphasize that we are not difficult when it comes to honouring warranties. We accept the fact that sometimes products shouldn't have passed the quality control tests at the factory or at our suppliers'. Whenever this happens we return the goods to our suppliers who, in turn, will furnish us with replacements within a few weeks.
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