1. In case of a complaint Customer is advised to refer to the User's Guide to ensure that all the
correct operation procedures have been followed. The Customer is further requested to refer to the
available troubleshooting guide on support.smartron.com. To claim Warranty, the Customer can
either visit Smartron India’s website at (http://support.smartron.com) or write to the support team
at [email protected]
stating the problem. The Customer is advised to furnish the support team at
Smartron India with all the necessary and correct details regarding the problems she/he is facing
with the Device(s). i. When contacting our service team, Customer is requested to provide details
which may include among other things, full model number, details about purchase of extended
warranty policy if applicable, serial number, IMEI Number, date and proof of purchase and a brief
description of the fault/query. ii. If the Device is outside the Warranty Period, you should read about
RMA procedures/policies provided in clause D.5 and D.6 of this Warranty Policy.
2. A Smartron India representative (hereinafter “Authorized Service Centre”) shall contact the
Customer and attempt to diagnose and resolve the Customer’s problem through remote diagnostic
tool, an email or a telephonic call. The Customer is required to clearly state the problem she/he
might be facing with the Device. The Authorized Service Centre will guide the Customer through a
set of instructions depending on the nature of the complaint. Such instructions will be given with the
intent of resolving the issue with the Device and may also necessitate a photograph or a video of the
device that the Authorised Service Centre may request the Customer to provide. As a part of the
diagnosing procedure, Customer may be required to update their OS/Firmware and/or follow
troubleshooting steps as may be suggested by the Authorised Service Centre. The Authorised Service
Centre shall determine, at its sole discretion, whether the claim is eligible and/or valid.
3. Based on the ﬁndings of the Authorised Service Centre, the Device(s) may fall in one of following
categories: i. Replaced by an equally functional device. ii. Provided out of warranty services using
return material authorisation (“RMA”) services iii. In case there is a conﬂict between the Customer
and Smartron India a resolution process may be formulated using the RMA services.
4. Out of warranty: Smartron will provide Out of Warranty repairs from its Authorised Service
Centre for products which are not covered under the Warranty, he must pay for the out of warranty
services including the expenses for all parts or ancillary parts necessary for the said out of warranty
services, labour charges and any other associated expenses for the warranty service. Repair estimate
for out of warranty service may be subject to change after receipt of device by the Authorised
Service Centre. Authorised Service Centre will start repairing the device only when the customer has
paid an initial advance amount for the warranty services. An estimated lead time will be intimated to
the Customer at the time of submission of device.
5. Resolution in case of conﬂicting diagnosis:
I. For complaints regarding a Device the Customer may contact the Authorised Service Centre and
follow the procedure as mentioned under clause D.1 and clause D.2 above. If the problem persists
with the Device and it is determined by the Authorised Service Centre that the problem is caused
due to negligent handling by the Customer or any third party or for any other reason as mentioned
under Clause C of this Warranty Policy, and the Customer disagrees to the same insisting that the
defect with the Device is caused due to a manufacturing or workmanship defect on the part of
Smartron India, a conﬂict may arise.
II. The Customer hereby agrees to provide any additional documentation and/or attaching the
requisite proof as speciﬁed by Authorised Service Centre in order to evaluate the Warranty claim
and determine Warranty eligibility.
III. The Authorised Service Centre will give the Customer a Workorder number and other associated
details about the shipping information to the Authorised Service Center. The RMA number is
provided to identify the complaint raised by the Customer and the device associated with the issue.
IV. The Authorised Service Centre’s decision on the applicability of warranty after such assessment
will be considered ﬁnal.
V.If the defect in the Device is found to be caused by negligent handling by the Customer or a third
party or for any other reason as mentioned under Clause C of this Warranty Policy, the Device will
not be eligible for Warranty and the Customer MUST bear all the risk, costs and expenses related to
the servicing of the Device, which may also include the cost of shipment or any other method that
may be employed for the procurement of the defective Device and the delivery of the serviced
Device. If the Customer decides to authorise a service which is not covered under the Warranty, he
must pay for the out of warranty services including the expenses for all parts or ancillary parts
necessary for the said out of warranty services, labour charges and any other associated expenses
for the warranty service.