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 Service Policy


OBJECTIVE :

The objective of the policy is to establish clearly the Warranty Support offered by Lipi Data Systems Ltd. This procedure outlines various warranty support types & methods.

SCOPE :

This policy is applicable for all High Speed Dot Matrix Printers (HSDMP), Line Matrix Printers (LMP), Pass Book Printers and Laser Printers sold by Lipi Data Systems Ltd. Support to these products is covered under this policy.In case of any discrepancies & non-agreements, Lipi's decision will be the final.Installation of products is excluded from Warranty support, unless mentioned otherwise, in this policy.

POLICY DETAILS :

a) Products covered under Warranty & Warranty period:All printers sold by Lipi Data Systems Ltd. are covered under warranty for a period of one year normally. Warranty for a larger period than normal will be dealt with on case-to-case basis.

b) Parts covered under Warranty:All critical parts, including logic cards, power supplies, motors, shuttle modules, hammer modules, ribbon shields and print heads for HSDMP's are covered under warranty.The warranty, for the listed parts, is applicable only against manufacturing defects. Any failure arising out of improper site conditions, improper usage as inhibited in the reference manual, environmental hazards are not covered under the scope of warranty. Consumables, for all printers unless otherwise mentioned are not covered under warranty.

c) Warranty tracking:Each printer sold by Lipi Data Systems Ltd., manufactured and/or traded, is marked by a unique serial number and the same will be used for tracking the warranty of the printer.Warranty will be for a period of 13 months from the date of invoice, or 12 months from the date of installation whichever is earlier. Lipi shall respond to customer calls & provide warranty support as per this policy without any compromise. Lipi upon identification of the defective part will replace it from Kit's maintained at its 56 branch offices of Lipi or from its Central Warranty Stores (CWS) at Vashi and service the customer.

d) Warranty Support / Spares Replacements:Lipi has established 56 branches with factory-trained engineers. Each branch has a stock of spares all over India to provide warranty support to the customer for all the printers sold either through OEM's / Dealers or directly by Lipi, to ensure replacements with minimum printer down time. Such list of branches is periodically updated and made available to all partners on request.Lipi is a direct support organization and has no authorized Service Provider/Franchisee/Dealer/Representative.Any Lipi Dealer or OEM can report a complaint in writing to any of the Lipi offices mentioning the Printer Serial Number and a Lipi engineer will directly provide required service including spares, at the customer site, free of cost within city limits of the 56 locations. For Out-city calls, traveling, lodging and boarding charges (if required) will be applicable. Tampered/damaged, defective parts are not eligible for replacements. For all In-city calls, the response time will be 24 hours. And for Out-city calls, the response time will be 48 to 72 hours. All warranty part replacements will be of the same or better feature.

e) Training :Lipi has a manufacturing base at Udaipur and Pondicherry and field level support training for OEMs is conducted at Udaipur. The training conducted at Udaipur is free of charge to OEMs. Lodging. Boarding and traveling charges are to be borne by the OEMs. Lipi has a fixed training calendar, which is circulated to OEMs in the beginning of the year, and the training's are conducted as per the schedule. In case of a specific requirement, training can be scheduled as required by OEMs subject to the availability of a minimum of 12 participants.

f) Specialist help for OEMs:It is the responsibility of OEMs selling the printer to provide installation & warranty support to the customer. Lipi provides second level support upon request from OEM.

g) Escalation to Lipi:All Lipi branches shall provide warranty service to the customers' in line with this policy. In case any Customer/Dealer /OEM is not satisfied with the service provided by our branches, they can escalate the same to the Regional Customer Support Head for intervention & action. These Regional Service Heads are located at Mumbai, New Delhi, Bangalore and Kolkata. If still not satisfied, the same may be escalated to Lipi's Head of Customer Support at Vashi for appropriate corrective & preventive actions.

VALIDITY :

This policy is valid until the next revision.