Product Warranty

Warranty Terms

• 1. General provisions
• 2. Beginning of the warranty and documents confirming the warranty
  • 2.1. Calculation of the warranty period
  • 2.2. Documents confirming the guarantee
• 3. Warranty definition
• 4. Warranty recovery methodsоборудования
• 5. Terms and conditions of restoration
  • 5.1. Basic Recovery Conditions
  • 5.2. Departure to the territory of the customer
  • 5.3. Parts only warranty
  • 5.4. User-Replaceable Parts
  • 5.5. Phone support
• 6. Installation and preventive maintenance of equipment
• 7. Scope and responsibility
• 8. Warranty Extension

1.General provisions

Warranty coverage covers equipment, options and parts supplied through Well Craft. Regardless of to whom the equipment was transferred (that is, the user), unless otherwise specified. A complete list of equipment (name and model) can be viewed here.

Identification of equipment is carried out by marking (a plate fixed on the outer case of the equipment). The marking is an integral part of the equipment and confirms the legitimacy of the warranty claim.

Warranty service covers defects in components and / or equipment as a whole, declared by the owner during the warranty period.

Warranty service is performed by the Well Craft Service Center or its authorized representative.

Devices external to the equipment, such as a computer system unit, printing devices, or other peripheral equipment, are considered as independent devices and are not subject to warranty service.

Options are all separately purchased components installed in accordance with the possible configuration of the equipment and used as part of the equipment, i.e. not standalone devices. Options include spare parts used in the warranty repair process.

Equipment components purchased and installed at the time of sale do not qualify as options and are considered part of the equipment claimed for warranty service, unless otherwise specified.

2. Beginning of the warranty and documents confirming the warranty

2.1. Calculation of the warranty period

The warranty period is calculated from the date of shipment of the equipment, which is fixed by Well Craft and confirmed by the corresponding entry in the Warranty Card (base period). It is allowed to extend the warranty period up to three years, subject to preventive (routine) maintenance of the equipment.

The warranty period for options is calculated from the date of their purchase. All components and components that are part of the defective (claimed for warranty repair) equipment, replaced during the warranty period, inherit the warranty period and the terms of the warranty service of the equipment as a whole, i.e. neither for these components, nor for the equipment as a whole, the Service Center provides for an extension of the warranty period.

For some types of equipment, the warranty period is calculated from the date of completion of commissioning. The fact of the completion of commissioning works is recorded by the Service Center or its authorized representative and is confirmed by a corresponding entry in the Warranty Card and / or an act on the completion of commissioning works.

Attention! Delays in commissioning by more than three months from the date of shipment of the equipment are the responsibility of the owner of the equipment or the organization that directly sold the equipment to the owner.

2.2. Documents confirming the guarantee

To receive warranty service during the basic warranty period (see clause 2.1), you must present any of the following documents: a completed Warranty Card indicating the name, model and serial number of the equipment, date of shipment and warranty period. The warranty card is filled in and signed by a person authorized by Well Craft;

To obtain warranty service for equipment, the operation of which requires commissioning and / or preventive (routine) maintenance, you must submit the following documents (see clause 2.1): certificate of commissioning, indicating the date of work and serial number of the equipment , signed by the Well Craft Service Center; an act on the performance of preventive (routine) maintenance, indicating the date of work and the serial number of the equipment, signed by the Well Craft Service Center.

A service book containing the relevant entries about the name, model and serial number of the equipment, the dates of completion of commissioning and / or the dates of preventive (routine) maintenance, the warranty period. The service book must be signed by the Well Craft Service Center.

For all disputes regarding the receipt of warranty service, both the owner and the authorized seller may contact the Well Craft Service Center for clarification.

Attention! Accepted for consideration is the Warranty Card (Service Book) of the established form, issued by the sales department of the Well Craft company for each piece of equipment (product, product). The responsibility for explaining the terms of warranty service and transferring the Warranty Card (Service Book) to the end user (owner) rests with Well Craft or an authorized seller.

3. Warranty definition

The legitimacy of the warranty claim is determined by the marking of the equipment, which allows you to compare the serial number of the equipment with the serial number indicated in the Warranty Card, and determine the configuration of the equipment, the warranty period and the conditions for eliminating defects during the warranty period.

Warranty is the case of a defect (loss of performance) of any of the components of the warranty equipment, with the exception of:

• mechanical damage (including accidental) resulting from fire, impact or accident;
• defects resulting from the use of non-original spare parts, as well as maintenance, repair or modification of equipment by individuals or organizations not specifically authorized by the WellCraft Service Center";
• defects resulting from violation of the rules and conditions of operation, transportation or storage;
• a malfunction resulting from normal wear or end of life of equipment components (consumables, cutting tools, filter elements, replaceable electronic nose tips, and the like);
• a malfunction resulting from manipulation of the microcode by any person other than a member of the Well Craft Service Center;
• Defects resulting from the use of software, accessories, consumables, or other parts not approved by the manufacturer and/or supplier.

Warranty repair (replacement) may be denied in the absence of equipment marking or inability to read it (damage, painting over); in the absence of the Warranty Card (Service Book) for the equipment or its (her) incorrect (unauthorized) filling; in the absence of confirmation of the legal (through authorized sellers) purchase of equipment.

If the equipment contains additional nodes that are not provided for by the configuration (for example, network or other adapters), warranty claims are accepted only in the event of a defect that is not a direct consequence of the use of such a node.

4. Methods for restoring warranty equipment

During the warranty period, the equipment defect is eliminated by replacing faulty components (assemblies) with similar ones in good condition. All faulty components (assemblies) - defective spare parts replaced in the equipment on the basis of a warranty claim - become the property of the Service Center. If for some reason the defective spare part cannot be transferred to the ownership of the Service Center, then it is subject to payment at the price of the spare part provided for replacement.

Spare parts provided for warranty repair are either newly produced or remanufactured at the factories of manufacturing companies and correspond to new ones in terms of parameters.

The restoration of warranty equipment does not necessarily involve the replacement of defective spare parts. To restore equipment performance, work can be performed without the use of spare parts - for example, cleaning printheads, cleaning and adjusting guides and screw pairs, cleaning controller boards, updating microcode, adjusting individual components (assemblies), restoring mounting connections, eliminating mechanical damage and etc.

Updating the firmware to a newer version is not part of the warranty service. It is not changed automatically when new versions appear. Should a defect occur as a direct result of running an outdated firmware version, the Service Center will, at its sole discretion, either change the firmware and exchange the corresponding defective spare part, or recommend that the owner update the firmware using the overwrite procedure. It is the responsibility of the end user, the owner of the equipment, to ensure that the software (applications) are compatible with new firmware versions and to update the microcode when new versions of the software become available.

5. Terms and conditions of restoration

5.1. Basic Recovery Conditions

Warranty repair of equipment is carried out on the territory of the Well Craft Service Center upon presentation of the equipment during the warranty period. The Service Center will diagnose and replace defective parts free of charge (Parts and Labor Warranty).

All transportation costs, obligations and risks for the delivery of equipment to and from repair are borne by the owner of the equipment.

Warranty repair of equipment is carried out within two to thirty days from the date of receipt of the equipment by the Well Craft Service Center.

If the warehouse of the Service Center does not have the spare parts required for the repair, the period of warranty repair is extended by the delivery time of the necessary spare parts. In this case, the warranty period is extended for the period of warranty repair of the equipment, about which an appropriate entry is made in the Warranty Card (Service Book).

Attention! In general, the equipment is covered by a Parts and Labor warranty. To determine the type of warranty, you should be guided by the entry in the Warranty Card (Service Book) or the table.

5.2. Departure to the territory of the customer

Certain types of equipment are covered by a "Refurbishment at the customer's site" type of warranty (see Warranty Card (Service Book) or table). This condition implies that the owner has the right to repair faulty equipment with the arrival of an engineer of the Well Craft Service Center to the place of installation of the equipment, if: the engineer of the Service Center has determined that it is impossible to eliminate the stated problem (defect) even if the user carefully follows all recommendations, transferred by the engineer by phone;

The owner has the right to call an engineer for warranty service after full payment of all expenses associated with the trip of a Well Craft Service Center engineer to the installation site of the equipment

In any case, the owner retains the right to free repair on the territory of the Well Craft Service Center.

5.3. Parts only warranty

All options, as well as some types of equipment, are covered by a "Spare Parts" warranty. This condition implies that the owner has the right during the warranty period to exchange defective components free of charge at the Service Center, and diagnostic and replacement work, as well as other overhead costs associated with the shipment of returned (defective) spare parts and registration of the exchange, must be paid additionally.

5.4. Parts for user replacement

Certain types of equipment are covered by a "Self-Replacement by User" warranty. This condition implies that certain parts are sent directly to the owner, who independently makes the replacement.

Installation instructions, as well as instructions for returning or destroying the defective part, are included with the shipped part.

If a defective returnable part is not returned to the Service Center within the stipulated time, the owner will be billed for the returned part. In this case, before paying the invoice, the Service Center has the right to refuse further warranty service for the equipment on which the defective part was replaced.

5.5. Phone support

Free phone support is part of the warranty service. This service includes advice on the installation and use of equipment, as well as the search for the probable cause of its failure. Please note that in case of failures, the Service Center specialist can only indicate probable (most typical) reasons.

Telephone support does not include preventive measures, such as informing about the availability of new versions or improvements, distribution of new versions or improvements, reminders of the need for routine maintenance.

6. Equipment installation and preventive maintenance

Certain types (models) of equipment are covered by the "Installation and Commissioning" type warranty (see Warranty Card (Service Book) or table). This condition implies that the equipment is unpacked, installed and put into operation in the presence or with the sanction and with the direct supervision or participation of representatives of the Service Center, about which a corresponding entry is made in the Warranty Card (Service Book). In the future, warranty repairs of equipment are provided on the terms and conditions corresponding to the guarantees of the type "Restoration on the customer's territory" (see clause 5.2), unless otherwise agreed separately.

Certain types (models) of equipment are covered by a warranty with preventive (routine) maintenance (see Warranty Card (Service Book) or table). This condition implies that the owner is fully responsible for compliance with the terms of preventive (routine) maintenance of the equipment. At the same time, all work is carried out in accordance with the procedures established in the technical (operational, user or other) documentation attached to the equipment and / or transferred by the Service Center, and with the direct supervision or participation of representatives of the Service Center, which is recorded in the Warranty Card (Service book). If this condition is not observed, the Service Center has the right to refuse further warranty service of the equipment, the preventive (routine) maintenance of which was not carried out (there is no entry in the Service Book), or to carry out warranty repairs of the equipment only after full payment of all costs associated with the restoration of faulty equipment.

Attention! Due to the possibility of damage to the equipment during installation or preventive maintenance, it is recommended to contact the specialists of the Well Craft Service Center for assistance in carrying out the work. Otherwise (if the defect is due to improper installation or lack of preventive maintenance), warranty claims will not be accepted.

7. Scope and responsibility

In general, warranty service does not cover consumables and parts that have a limited lifespan, such as cartridges, plotter printheads, cutting tools, filter elements, electronic nose replacements, and similar equipment components.

The Service Center is not responsible for damage or loss of information (software) resulting from equipment malfunction. In this regard, the Service Center recommends that users back up data if it is required by the operating conditions.

The Service Center makes no warranties or representations other than those specified in this material. In particular, the Well Craft Service Center shall not be liable for any damage or loss of profit resulting from a defective equipment.

8. Warranty extension

Extended warranties are available for certain equipment models. This extension implies both an extension of the warranty service period and a change in the level of service (obligations for the terms and conditions of restoration). An extended warranty package can be purchased from the Well Craft Service Center.