| |
| 1. |
SALES CONDITIONS FOR JURA IMPRESSA |
|
| 1.1. |
Free Delivery and Demonstration of Machines |
| |
Every Jura IMPRESSA purchased from RICMAS (from the office or any Department Store) is, upon request of the customer, delivered, installed and set-up within Singapore free of charge. Delivery of the machine shall not be later than 2 working days after purchase, unless the customer specifically asks for a later delivery. |
|
| 1.2. |
Failure to receive the machine |
| |
If a customer fails to receive the machine at a prefixed date/time of appointment, we shall NOT charge for the second attempt to deliver, but a nominal fee of S$ 10.00 for 3rd attempt.
|
|
| 1.3. |
Demonstration after Delivery of the machine |
| |
If a customer would like to have a demonstration of the newly purchased machine we can always offer our free service at one of our POS or in our office. If the customer requests a demonstration at his/her home or office after the delivery was done or if the machine is self-carried we shall do such demonstration free of charge if it is within 10 days of purchase. After the 10 days we shall charge a nominal fee of S$ 10.00 for that service. There shall be one second attempt for an arranged demonstration in case of “no show” of the customer.
|
|
| 1.4. |
Dead on arrival of new machines |
| |
If a machine shows manufacturing defects immediately upon delivery, we shall replace the machine with a new one within 7 days after purchase.
For defects arising after the first 7 days, we shall proceed with the normal servicing as described under section “2 Service / Warranty of Machines”
|
|
| 1.5. |
Early defect within one month |
| |
If a customer faces continuous operational problems (for whatever reason), we consider letting the customer choose a different model and he/she pays the difference if it is an upgrade or we pay the difference if it is a downgrade. This exchange is a ONE-TIME offer only.
We do not practice refund of a machines unless the machine is originally packed and has not been used. Meaning the machine is in a merchandisable condition.
Machines purchased in the Department Store are under the “Terms & Condition of Sales” of that Department Store. |
|
| |
|
| 2. |
SERVICING OF MACHINES UNDER WARRANTY |
| |
Warranty is a service granted by RICMAS in case of a factory fault and the customer encounters reduced or non functionality. A typical Warranty case shall be a failure of a computer panel. Any fault caused by the wrong operation of the machine is NOT under Warranty and the customer has to pay for the servicing. A typical NON-Warranty case is a faulty grinder due to the usage of inappropriate coffee used in the machine |
| 2.2. |
Free Service for machines under Warranty |
| |
All works on machines under warranty are executed free of charge. For Singapore territory we do not charge for transportation as well. The Warranty conditions are stated on our Warranty Card and exclude wear and tear as well as commercial usage of machines. Damages to the machine due to coffee quality are not covered under warranty. The decision whether a defect is a warranty case or not is solely defined by the technical support in charge. |
|
| 2.3. |
Warranty Service request during off-hours |
| |
If a customer insists for a warranty works to be executed during off-hours there shall be no charges involved. However, it is always best to get the machine back to the service center for a complete check. |
|
| 2.4. |
Machines under International Warranty |
| |
We do perform repair for machines under International Warranty. The customer will have to proof purchase or present the original Warranty card as provided during purchase. International Warranty works can ONLY be executed in our workshop. The customer will have to bring in the machine or we shall collect the faulty machine. |
|
| 2.5. |
Speed of Warranty Service |
| |
All machines under warranty shall enjoy a preferred service speed of 24 hours. We try our very best to maintain that speed and return the repaired machine the following day.
During busy times we might not be able to do so. |
|
| 2.6. |
Loan-Set during Warranty Repairs |
| |
We consider providing a loan-set for the period while the Customer’s machine (which is under Warranty) is in our workshop. A loan-set is always of the same or a smaller/older model ONLY. |
|
| |
| 3. |
SERVICING OF MACHINES NOT UNDER WARRANTY |
| |
It is always best to service a machine at our workshop for a number of reasons like usage of the Animation System, Software upgrade and also a better facility in opening and cleaning the machine.
We shall have the following options for customers to choose from: |
|
| 3.1. |
Carry in Service (Fee: S$ 60.00) |
| |
The customer can bring the faulty machine into our workshop for servicing. Minor problems shall be repaired “on the spot”. The time to repair shall be less than 48 hours. |
|
| 3.2. |
On-Site Service (Fee: S$ 80.00) |
| |
This service shall apply mainly to commercial or office users. We should try our best to encourage the customer to get the machine back to the workshop, but if the customer insists we shall proceed with on-site service. |
|
| 3.3. |
Collect - Return Servicing (Fee: S$ 80.00) |
| |
If a machine needs to be brought back to our workshop for repair, we shall collect the faulty machine and return it repaired to you. |
|
| 3.4. |
Multiple Servicing (Fee: S$ 80.00 + S$ 50.00) |
| |
For customers who wish to have more than 1 machine serviced at the same location and the same time, the 2nd or 3rd machine will be charge at S$50.00 each. |
|
| 3.5. |
Service in restricted Areas (Fee: S$ 100.00) |
| |
If the servicing has to be carried out at an office or home where there is a restricted area, the cost of servicing is at S$ 100.00 due to prolonged time required and the handling of passes. A restricted area is a place where there is no access for the public and the entry is subjected to a pass. All costs involved in obtaining a pass are at the customer's expenses. |
|
| 3.6. |
Service of machines during off-hours (Fee: S$ 120.00) |
| |
If the servicing has to be executed during off-hours [Night, Saturday, Sunday and Public Holidays] the service fee shall be S$ 120.00. Spare Parts to be charged separately. |
|
| |
| 4. |
WARRANTY ON SERVICE |
| 4.1. |
We shall grant a warranty of parts and labor for 3 months. Service Warranty and Warranty do not role each other out. The Warranty on Service applies to the specific parts ONLY which have been changed. We do NOT guarantee a "no-fail" for 3 Months.
|
| 4.2. |
Repeated service within 3 months of previous service |
| |
If a machine fails within 3 months after service due to a different problem than before, we shall charge accordingly with a service fee of S$60 or S$80 exclude spare parts charge. |
|
| |
| 5. |
REQUEST FOR QUOTATION ON SERVICE |
| 5.1. |
Service Cost below S$ 160.00 |
| |
If the total service cost is below S$160.00, we shall go ahead with the service unless special instruction was given by customer. The customer gives us the consent to do so by signing the service form. |
|
| 5.2. |
Service Cost above S$ 160.00 |
| |
For any service repair which costs more than S$160.00, the technical support shall give the customer a call and inform them about the estimated cost and seek their consent to repair. The service time for machines under Quotation might be prolonged. |
|
| 5.3. |
No-repair for machines under Quotation |
| |
If a customer requests for a quotation and decides later not to proceed with the service / repair, there are no charges involved. |
|
| |
| 6. |
SERVICE HOTLINE OPERATING HOURS |
| 6.1. |
Office Working Hours (Tel.: +65 6562 8853) |
| |
Our Office and workshop opening hours are:
Monday - Friday 09:00 to 17:30
Closed on Saturday & Sunday plus public holidays |
|
| 6.2. |
Service Hot-Line Operating Hours (Tel.: +65 90210314) |
| |
Our Service Hot-Line operating hours are:
Monday - Friday 17:30 to 21:00
Saturday & Sunday plus public holidays: 09:00 to 21:00 |
|
| |
 |
