Complaints Handling

GPS EESTI OÜ COMPLAINTS HANDLING PROCEDURE

1.Products purchased from GPS EESTI OÜ are subject to the 2-year period for submitting complaints set out in § 218 (2) of the Law of Obligations Act.

2.Definitions
2.1 Expert assessment – an assessment carried out by GPS EESTI OÜ (in some cases also by the product's importer) to determine whether the product has a defect and what caused it.
2.2 Independent expert assessment – an additional paid assessment carried out by an independent expert at the customer's request if the customer is not satisfied with the results of the assessment carried out by GPS EESTI OÜ.

3.Complaints may be submitted for manufacturing and material defects.
4.The complaint period begins on the date the goods are received.
5.A complaint must be supported by the sales invoice and the completed manufacturer's warranty card, if required.
6.Complaints may be submitted at the GPS EESTI OÜ office, Masti 17, Tallinn, or by e-mail: abi@gpseesti.ee

7. GPS EESTI OÜ is not liable for the following defects:
7.1 malfunctions of the product caused by accidental or intentional damage by the user;
7.2 malfunctions of the device caused by changes to its technical properties made by a person or service not certified by the manufacturer;
7.3 malfunctions caused by failure to follow the product's user manual;
7.4 malfunctions of the product caused by using it in environmental conditions it is not intended for;
7.5 malfunctions of the product caused by lightning or another natural phenomenon (force majeure);
7.6 malfunctions caused by connecting the device to a non-compliant power network (including a power network without earthing);
7.7 faults of the product caused by connecting live devices to each other;
7.8 defects where the serial numbers, control stickers or marking stickers on products and parts have been damaged, replaced or removed.

8. GPS EESTI OÜ is not responsible for preserving data stored on devices brought in for repair.
9.If the product brought in for repair has not been used in accordance with this procedure and the terms set out in the User Agreement
, the right to submit a complaint does not apply to the product, and with the customer's consent GPS EESTI OÜ will repair the product according to the current price list.
10.Complaints must be submitted in Estonian, describing the product's defect as clearly as possible.
11.A complaint will not be upheld if GPS EESTI OÜ proves that the defects in the goods were caused by the consumer.
12.In the event of disagreement, GPS EESTI OÜ is obliged to carry out an expert assessment within six (6) months from the date of sale to determine the cause of the product's defect. If the assessment shows that the defect was caused by the customer but the customer does not agree, the customer has the right to request an independent expert assessment. If the result of the independent expert assessment is not in the customer's favour, the customer shall bear the costs of the independent expert assessment.
13.If the customer submits a complaint about a product more than six (6) months after the date of purchase and the repair shows that the product has no defect, the customer shall bear the costs incurred according to the current price list.
14.If the product subject to the complaint cannot be repaired or has been discontinued, GPS EESTI OÜ reserves the right, with the customer's consent, to replace the product with an equivalent one.

15. Complaints cannot be submitted regarding defective pixels on an LCD screen if their number is within the limits permitted by ISO standard 13406-2.

15.1 Since 2000, manufacturers have used the international ISO 13406-2 standard to indicate LCD screen quality. ISO 13406-2 specifies the main technical parameters of the screen, including the permitted number of defective pixels. The permitted number of defective pixels is divided into four classes, which are usually stated according to the ISO standard (for example: ISO 13406-2 Class 2). Most LCD screens use Class II.

There are three types of defective pixels: a) always-on pixel, b) dead pixel, c) pixel showing the wrong colour

The table below shows how many defective pixels the Class II ISO standard permits

What is the difference between the right to submit a complaint and a warranty?
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