Service procedure
If you have a device that requires service, please check the documentation provided with the device regarding authorized service centers and follow the instructions provided by the authorized service center. The name, address, and contact information of the authorized service center are typically found on the product declaration or warranty certificate included with the product. If the device experiences a fault within the warranty period, excluding faults occurring within 14 days of receipt of the shipment or defects identified after the receipt of the shipment, the customer should directly contact the authorized service center following the instructions on the warranty certificate. If the ordered product is faulty, does not match the description on the website, or simply does not meet the customer’s expectations, it is possible to request a replacement or return within 14 days of receiving the order. After the expiration of the 14-day period, customers are directed to the authorized service center in accordance with the warranty terms and instructions provided in the warranty certificate. If you have any questions or need further clarification, please contact us at [email protected] or call 091 3344271.
For devices where Feniks Info d.o.o. is indicated as the authorized service center, the service procedure is as follows:
1. Contact us via email at [email protected], specifying the device in question, the invoice number under which the device was purchased, and providing a detailed description of the fault. Please include your full name, address, and contact phone number for delivery in the email.
2. Pack the device securely in a box to prevent damage during transportation (especially important for delicate devices such as computers, monitors, printers, etc.). Include a detailed description of the fault, the invoice, warranty certificate, and all accessories received with the device in the box. If it’s a computer, we’ll also need the operating system password for testing purposes (if set).
3. We will arrange for a courier service to collect the faulty device from your address and will inform you when you can expect the pickup.
4. After testing the device, we will return it to you at your address either repaired or replaced with a new device (depending on how the complaint is resolved).