How do I process warranty claims?
- Digitec Galaxus AG
- Digitec Galaxus AG
Table of Contents
Digitec Galaxus AG
Warranty information provided by the supplier
Digitec Galaxus AG receives the warranty details of the respective suppliers initially through the details in the Configuration Agreement, a contract form which each supplier fills out during the integration. By signing the Configuration Agreement, the information becomes binding.
The provisions in the Configuration Agreement apply in addition to the provisions in the FAQ. If a provision in the concluded Configuration Agreement contradicts the FAQs, the provisions of the Configuration Agreement shall apply.
Processes
Unless otherwise agreed in the Configuration Agreement, defective products follow the processes described below as a standard.
Standard process
Unless otherwise agreed, Digitec Galaxus AG will send warranty claims to the supplier's service centre without registration. An RMA delivery note (see appendix at the end of the article) and a proof of purchase will be delivered with the defective product.
If the warranty is rejected, the supplier will send a cost estimate to aftersales@digitecgalaxus.ch. Cost estimates are to be sent as PDF. The following information must be provided on the cost estimate:
Reason for refusing the guarantee
Work to be carried out
Cost estimate
Images in case of physical/mechanical damage
The Digitec Galaxus AG After Sales Team checks the decision makes the necessary clarifications and informs the Service Centre whether the product should be repaired at a charge, returned unrepaired or scrapped.
DOA process
After the visual inspection, Digitec Galaxus AG will exchange the product for the end customer. Within the period defined by the manufacturer, Digitec Galaxus AG sends the DOA case to the Service Centre with the note "DOA" on the delivery note.
Digitec Galaxus AG will receive a credit note from the supplier within 14 calendar days after receipt of the return to the amount of the original purchase price of the defective product.
Low cost process
Defective products with a purchase price below the low cost price threshold defined in the Configuration Agreement will be disposed of after a visual inspection by Digitec Galaxus AG. The supplier receives a monthly collective invoice for the purchase value of the disposed products. An Excel list with the disposed products (see example Excel at the end of the article) is also supplied. The defect descriptions are a copy of the defect descriptions that end customers enter in their customer accounts. If not available, the defect description is recorded by the Digitec Galaxus AG store employees. After receiving the invoice, the supplier transfers the money by bank transfer.
Compensation agreement
If a settlement discount has been agreed with the supplier, he does not have to process any warranty cases. Instead, the supplier receives an invoice every six months. In return, Digitec Galaxus AG waives warranty processing via the supplier for all products purchased from the supplier. The invoice is issued semi-annually in the agreed xy% of the purchase turnover. After receiving the invoice, the supplier transfers the money by bank transfer.
Further provisions
Service Center Performance
The supplier ensures that the service centre meets the following conditions:
The Service Centre can be contacted by telephone and e-mail on working days from 9am - 12am and 1pm - 5pm
The Service Centre answers enquiries within one working day
The Service Centre is responsible for high-quality and efficient handling of warranty and service cases
Control of incoming goods
Digitec Galaxus AG notifies the scope of delivery of the defective goods on the RMA delivery note. The supplier is obliged to check the correctness of the scope of delivery and proactively informs Digitec Galaxus AG about any deviations via e-mail to aftersales@digitecgalaxus.ch. If no scope of delivery is noted but is present, Digitec Galaxus AG must also be informed by the supplier. If this communication does not take place and there are deviations between the scope of delivery stated in the submission and the return to the end customer or to Digitec Galaxus AG, the supplier is liable for the deviation that has occurred and the associated costs of a corresponding replacement.
In case of transport damage, please contact aftersales@digitecgalaxus.ch immediately.
Returns of RMA cases to Digitec Galaxus AG
The Supplier shall send repaired and replacement devices separately from deliveries of new goods. Returns from warranty cases must be addressed as follows:
Digitec Galaxus AG
After Sales Handling
Parallelstrasse 10
CH-5606 Dintikon
In individual cases, a different address may be noted on the delivery note. For example, the address of the end customer.
It must be clearly declared on the shipping container as well as on the delivery note whether the contents are new, repaired or replaced. The following information must also be listed on the delivery note: Our reference (RMA number), work carried out and scope of delivery.
Returns of RMA cases directly to end customers
If a device sent in by Digitec Galaxus AG is returned directly to the end customer after a successful inspection / repair, the supplier of Digitec Galaxus AG must inform Digitec Galaxus AG via e-mail to aftersales@digitecgalaxus.ch about the dispatch of the repaired device to the end customer. The e-mail must contain the parcel number and the Digitec Galaxus AG RMA number. This notification must be made on the day of the return shipment to the end customer. This message does not have to be sent if the goods are sent back to Digitec Galaxus AG.
Credit notes
The supplier sends all credit notes to Digitec Galaxus AG as PDF. These credit notes are then deducted by Digitec Galaxus AG with the next order.
Please send the PDF to aftersales@digitecgalaxus.ch.
On credit notes for individual RMA cases, it is mandatory to indicate the Digitec Galaxus AG RMA number.
Example Low Cost
Galaxus Deutschland GmbH
Warranty case procedure
Standard process
Unless differently agreed, warranty cases will be sent by Galaxus Deutschland GmbH to the supplier's service centre without notification. A delivery note (screenshot below) and proof of purchase will be sent with the defective product.
If the warranty is rejected, the supplier will send a cost estimate to aftersales@galaxus.de. Cost estimates are to be sent as PDF. The following information must be provided on the cost estimate:
Reason for refusing the warranty
Work to be carried out
Cost estimate
Images in case of physical/mechanical damage
The Galaxus Deutschland GmbH After Sales Team checks the decision makes the necessary clarifications and informs the Service Centre whether the product should be repaired at a charge, returned unrepaired or scrapped.
DOA process
After the visual inspection, Galaxus Deutschland GmbH will exchange the product for the end customer. Within the period defined by the manufacturer, Galaxus Deutschland GmbH sends the DOA case to the Service Centre with the note «DOA» on the delivery note.
Galaxus Deutschland GmbH will receive a credit note from the supplier within 14 calendar days after receipt of the return to the amount of the original purchase price of the defective product.
Further provisions
Service Center Performance
The supplier shall ensure that the service centre meets the following conditions:
The service centre is available by telephone and email during office opening hours (09:00 - 12:00 and 13:00 - 17:00) from MO-FR.
The service centre answers enquiries within 24 hours (excluding weekends and public holidays).
The service centre is responsible for a qualitatively good and efficient handling of warranty and service cases.
Control of incoming goods
Galaxus Deutschland GmbH notifies the scope of delivery of the defective goods on the RMA delivery note. The supplier is obliged to check the correctness of the scope of delivery and proactively inform Galaxus Deutschland GmbH about any deviations via e-mail to galaxus@galaxus.de. If no scope of delivery is noted but is present, Galaxus Deutschland GmbH must also be informed by the supplier. If this communication does not take place and there are deviations between the scope of delivery stated in the submission and the return to the end customer or to Galaxus Deutschland GmbH, the supplier is liable for the deviation that has occurred and the associated costs of a corresponding replacement.
In case of transport damage, please contact aftersales@galaxus.de immediately.
Repair duration
The repair period shall be deemed to be the period between receipt of the return by the supplier / Service Centre and the date of return shipment to Galaxus Deutschland GmbH or the end customer. If the repair period is not adhered to, Galaxus Deutschland GmbH shall charge the supplier for the product at Galaxus Deutschland GmbH's original purchase price.
Returns of RMA cases to Galaxus Deutschland GmbH
The Supplier shall send repaired and replacement devices separately from deliveries of new goods. Returns from warranty cases must be addressed as follows:
Galaxus Deutschland GmbH
After Sales Handling
Hans-Günther-Sohl-Strasse 2
47807 Krefeld (Fichtenhain)
In individual cases, a different address may be noted on the delivery note. For example, the address of the end customer.
It must be clearly declared on the shipping container as well as on the delivery note whether the contents are new, repaired or replaced. The following information must also be listed on the delivery note: Our reference (RMA number), work carried out and scope of delivery.
Returns of RMA cases directly to end customers
If a device sent in by Galaxus Deutschland GmbH is returned directly to the end customer after a successful inspection / repair, the supplier of Galaxus Deutschland GmbH must inform Galaxus Deutschland GmbH via e-mail to galaxus@galaxus.de about the dispatch of the repaired device to the end customer. The e-mail must contain the parcel number and the Galaxus Deutschland GmbH RMA number. This notification must be made on the day of the return shipment to the end customer. This message does not have to be sent if the goods are sent back to Galaxus Deutschland GmbH.
Credit notes
The supplier sends all credit notes to Galaxus Deutschland GmbH as PDF. These credit notes are then deducted by Galaxus Deutschland GmbH with the next order.
Please send the PDF to aftersales@galaxus.de.