Hectronic REPAIR CENTER

What do Hectronic products have to do with repairs? Very little really, as you can take it for granted that the machines have an exceptional service life.

1. Terms

Warranty (in German: Garantieleistung=GWL) (also notification of defect or notification of material defect)

The GWL specifies the legal consequences and the claims to which the purchaser is entitled under a purchase agreement if the vendor has delivered a defective good. In Germany, the GWL is regulated by law. The GWL takes effect only for products that were already defective at the time of the transfer of risk. The manufacturer must be given an opportunity to exchange the defective product or repair it.

Warranty

A warranty is a voluntary and freely designed service to the customer in addition to the lawful GWL. It is commonly confused with the latter, however. In contrast to the GWL, the warranty is effective only for faults that occur after the time of the transfer of risk.

Further in this document and also for international business, Hectronic talkes of warranty only to simplify the issue and address international conventions.

Goodwill

Goodwill in general designates an accommodation between contracting parties after the making of the contract. In particular, it includes the provision of free or reduced-cost repairs and/or services after the expiry of the legal or individual contractual GWL/warranty obligations.

2. Beginning of the warranty period

The warranty period of time begins at the time of the transfer of risk, which in the most cases is on physical delivery from Bonndorf.

If the customer holds a signed installation record, the warranty period (not the GWL period) may be extended. In this event, Hectronic warrants for 24 months (Cat. 1) or 12 months (Cat. 2, 3 and 4) from the time of installation, but not for more than 18 or 30 months respectively from the delivery date.

Customer-specific warranty periods

Deviations from the usual periods are to be approved by the chief executive. Other periods that have been approved are to be recorded in the CRM system and reported to the Repair Centre. Such arrangements take priority over this document.

3. Product categories

Products and components – category 1

Products and components are articles that are listed in our official sales price lists. These include products (e.g. PA2/1, TA2331, HLS3010, Fueldata etc), certain components (e.g. CPU board, displays, coupling electronics), and software and service, unless specially noted otherwise. They are listed in the new-part price list, replacement price list and/or service price list.

Warranty period: 24 months

Affected parts (formerly wear parts) - category 2

Affected parts are products that are subject to consumption, wear and tear, or mechanical stress. In principle, every product in which something moves or is moved, and heating elements, falls into this category. These, among others, are card readers, pinpads, printers, BNAs, solar panels, coin validators, and heating elements.

Warranty period: 12 months

Communication and IT parts - category 3

Communication and IT parts are very short-lived products and also come in part from the consumer domain. In the view of Hectronic, these are purely bought-in parts which, depending on the supplier, bear very short warranty periods.

Components such as commercial PCs, modems, routers, and GPRS and ISDN products fall into this domain.

Warranty period: 12 months

Consumables - category 4

Consumable parts, as the name implies, are parts to be used once. This category includes receipt paper, cleaning cards, etc.

Warranty period: 12 months (unused/opened) - lapses immediately if used

4. Repairs and replacement of materials

Repairs

A repaired product (typically a printed circuit board) carries a 6-month warranty. This warranty applies in each case to the complete, formerly defective product.

Replacement part / exchange part

Products that cannot be repaired must be replaced. Depending on the nature of the goods and the store situation, a replacement part or an exchange part may be delivered to the customer.

A replacement part is always brand new by definition. Depending on the nature of the part, it is subject to the warranty periods stated in Section 2, that is to say 24 months (Cat 1) or 12 months (Cat. 2, 3 and 4).

An exchange part is not as new. The warranty period is 6 months.

Residual period

If a product that had a 24-month warranty on leaving the factory fails after four months, the replacement, exchange, or repair part is warranty not for 6 or 12 months, but for the residual part of the original warranty period, in this case 20 months.

5. Extract from the German Terms and Conditions (Version: 1.6.07)

Section 7 Defect warranty – Paragraph 7

With the exception of the following items, defect claims lapse two years after the transfer of risk in accordance with point 5. Defect claims are also limited to the replacement of materials.

Defect claims lapse after a year for the following items:

•  Mechanically, thermally or meteorologically affected components (wear parts). These include card readers, pinpads, printers, BNAs, solar panels, coin validators, heating elements etc.
• Communication and IT products. These include commercial PCs and PC components such as modems, routers etc.
• Consumables. This category includes products such as receipt paper or cleaning cards. The warranty obligation expires for these products as soon as the packaging has been opened and/or the product has been used.

Defect claims lapse after six months for the following items:

•  d) Replacement parts and repairs

Hectronic GmbH

Bonndorf (Germany), May 2007

What kind of information do we need?

To guarantee a smooth, quick service we need the following information:

•  Detailed information about the errors detected on the returned machine (e.g. sporadic error, etc.)
• Any preliminary information which were given by telephone (e.g. RMA number)
• Delivery note detailing a contact person and, where applicable, an internal client processing number