Dealer terms when submitting a machine to the workshop.
When submitting to the workshop, the following applies:
To prevent the machine from being damaged on it's way to the workshop, remember to frost-proof.
Always a risk (why troubleshoot and repair yourself) Be aware that warranty is void if the machine label and/or purchase documentation is missing, or if the machine has been used/purchased for professional purposes. In that case, the workshop will send a cost estimate.
Go, Easy, and Smart machines less than 2 years since purchase:
If a customer presents a warranty claim and the store confirms
- that the fault is caused by the machine, not the accessories
- it is not a user error/professionally related fault
- proof of purchase has been provided
then the machine shall be replaced. Defective machines are kept for 14 days for possible inspection/return
If the machine is older than two years, or if the customer presents this as a payable repair (for example, frost damage), the machine is sent to the workshop, unless you can convince the customers to repair it themselves. This is better sustainability:-)
Master, Evolution, V6
These machines should always be sent to the workshop unless you can convince the customers to repair it themselves.
Packaging
The product should be packed equivalent to or better than a product in it's original packaging. If a poorly boxed product is damaged, the repair of the damage will be invoiced to the dealer.
Go series: 1-6 units are sent individually, more than 6 units are sent on a pallet.
Smart, Easy, Evolution, and Master: 1, 2, or 3 machines are sent individually, 4 or more can be sent as a pallet shipment.
If products are sent outside of AVA's transport system, transportation costs will not be covered unless agreed upon in advance.
Shipping Type:
Every shipment should be made in the most cost-effective and secure manner; in case of uncertainty, consider these examples as guidelines. For example, a single machine should never be placed on a pallet or sent as express delivery. Additional costs incurred due to such errors will be charged to the dealer. If you use a box that is significant larger that the original, this shipment can be changed into a pallet shipment by the transporter.
Only machines should be sent to the workshop, not loose accessories. Only machines are repaired at the workshop. If there is a fault with the accessories, this will be resolved by the dealer. Defective accessories are kept for 14 days for possible inspection/return, and then disposed of as WEEE waste. If only accessories are faulty on the submitted machine, transportation and troubleshooting costs may be charged to the dealer.
Information
Upon arrival at the workshop, information should be available through the troubleshooting form, and each machine should be marked with a reference to the case or customer. Best practice is to print and include information.
Purchase Documentation
If proof of purchase is not uploaded in the troubleshooting form and does not accompany the machine, or if the machine's product label is missing, the issue will be treated as a payable repair. This also applies to machines that have been exchanged or whose purchase has been rescinded by the customer.
Accessories
A machine should be complete with accessories when sent to the workshop. Without accessories, the workshop may not necessarily identify the same fault described by the customer. Additional costs may be invoiced for missing accessories, and in cases where the product is exchanged, the sender may be charged for the missing accessories.
Workshop decision
The decision on warranty, repair, goodwill, or payable repair is made by the workshop. Private customers have a maximum repair price including transport, as of 2024, where the following applies:
V3 (Smart, Go, Easy) : £100 for UK
V4 (Master, Evolution): £130 for UK
V6 (Master, Evolution): £160 for UK
There is no maximum price for professional use, and separate rules for warranty also apply here. 3 months for V3 pumps, and 12 months for V4 and V6 pumps. See separate guidelines for professionals here
Dealer terms for machine crediting
If a product is machine in-store, packaging from the new product should be used, and accessories should be supplemented from there.
Do as followings;
Remove the new machine from it's box.
Place the defective machine in the box along with the accessories for the new machine.
If there is a need for warranty/exchange on any of the accessories, these will be replaced, and used accessories will be clearly marked.
Close the packaging, attach the transport label, ensure that the customer reference is on the packaging/label.
Make sure there is no old transport label on the box, if so, apply a new label over it.
If you can print out the form or ticket, place it in a packing slip pocket and attach it to the parcel.
Go, Easy and Smart
Fill out claim through AVA troubleshooting form, or your own internal system for claims if any is established.
Master, Evolution and V6
Credit will be issued based on the workshop's report for each individual machine, so approval/rejection of the credit note will occur upon arrival at the workshop. If a product arrives without any faults, it is not covered by warranty. In that case, the following applies:
1. Our online troubleshooting solution has been used: Ava will only invoice the sender for transportation costs.
2. Online troubleshooting solution has not been used: AVA will invoice the sender for troubleshooting and shipping costs.