studer care+ general conditions

Technical assistance

Refers to access to a remote assistance service under the conditions set out in Article 5.

Announcement of a warranty case

The meaning set out in Article 7

Case of warranty

Means access to the following two solutions if the conditions of these general conditions and in particular the evaluation of the product concerned confirming that it is under warranty are met: 

• The replacement of the guaranteed Product during the Period of Coverage 
• The use of priority Technical Assistance during the Support Period

General conditions (GC)

Refers to all provisions contained in this document.

Personal data

Refers to all data by which the holder of the warranty extension can be identified.

Duration of cover

Refers to the period during which the Products covered are taken care of by the studer care+ service according to article 3 of the present general conditions.

Warranty extension 

Refers to the document signed at the time of purchase of the studer care+ service and of which the present general conditions are an integral part.

Basic warranty

Refers to the warranty granted independently of the conclusion of a studer care+ warranty extension, when purchasing certain studer products.

Material support

Means the cover detailed in the warranty extension and providing for the replacement of the guaranteed product following a covered warranty event.

Guaranteed product

Refers to the range of Studer brand products purchased new from Studer Innotec or from a Sales Partner in accordance with article 1 of these General Terms and Conditions, for which a Studer Care+ Warranty Extension has been concluded at the latest 1 year after the purchase of the appliance and at the most 2 years after the date of manufacture, and for which the ownership and the Warranty Extension are still in the hands of the purchaser of the product in question or which have been validly transferred to a third party.

Commercial partner 

Means a third party authorized by Studer Innotec to distribute Studer Innotec products and to propose the conclusion of the Extended Warranty at the time of the sale of the Guaranteed Product and at the most within 2 years from the date of manufacture.

Service center

Designates a Studer Innotec partner who is duly trained and authorized to provide first-class service and technical assistance.

studer care+

Refers to the extended warranty service covering certain damage caused to Studer brand products as well as recourse to technical assistance in certain cases in accordance with the terms and conditions set out in the Warranty Extension as well as in the present General Conditions.

studer

Refers to the trademark duly registered with the Federal Institute of Intellectual Property under number 732250 and owned by Studer Innotec.

studer innotec

Refers to the company under Swiss law which is the owner of the Studer brand products, duly registered in the commercial register of the central Valais under the number CHE-115.801.073

The studer care+ service guarantees that the products of the “next” ranges are free of manufacturing and material defects for the applicable warranty period, i.e. an additional 5 years from the end of the 10-year Basic Warranty. However, the warranty exclusions set out in Article 6 of these General Terms and Conditions remain reserved. It should also be noted that all accessories manufactured by Studer Innotec cannot be covered by the extended warranty offered by the studer care+ service.

The extended warranty is defined by the following documents: 

• The extended warranty offer signed by the customer
• The present general conditions 

The coverage provided by the Extended Warranty comes into effect at the time of payment of the Studer Care+ Service, even if the Guaranteed Product has been purchased previously. Therefore, the Extended Warranty does not cover damage caused by a Warranty Event that occurred before the payment of the Extended Warranty. 

It is possible to conclude a Warranty Extension for the products mentioned in article 1 of these General Conditions at the latest 1 year after the date of purchase of the appliance and at the most within 2 years from the date of manufacture. The Extended Warranty is concluded for a period of 5 years.

The Extended Warranty may also expire before this period if the warranty as defined in Article 4 has been exhausted. In this case, the guarantee for Technical Assistance remains valid under the conditions explained above.

Coverage 

Following a proven Warranty Event, the Studer Care+ Service provides for the total or partial replacement of the guaranteed Product by a device from the Service Centre network, whether or not in new condition. This device will then become the new Product guaranteed by the Extended Warranty and the present General Conditions. The guaranteed Product can only be replaced, totally or partially. No cash benefits or refunds will be provided. Once the replacement is available, the new Guaranteed Product is sent to the holder of the Warranty Extension at Studer Innotec’s expenses, subject to the paragraph “Announcement of a Warranty Case in a country different from the country of purchase of the Guaranteed Product” of article 7 of these General Conditions. If Studer Innotec, one of its Service Centers or a Commercial Partner replaces a Guaranteed Product or a part of a product, its warranty period is: (i) the time remaining on the period of the Warranty Extension or (ii) 6 months as from the date of dispatch from Studer Innotec, the Service Center or the Commercial Partner, whichever is the longer.

Ownership of the parts removed from the repaired products

Studer Innotec remains the owner of all parts removed from the replaced products. 

Replacement and repair deadlines

Studer commits itself to carry out the replacement in the shortest possible time within the limits of its capacities (best effort).

The studer care+ Service includes access to Priority Technical Assistance in case of malfunction of a guaranteed Product. In case of need for technical assistance, the Studer Innotec website (www.studer-innotec.com) contains the procedure to follow in order to obtain an RMA (Return Manufacturer Authorization) and the necessary support.

The Extended Warranty Agreement does not cover the following products and events:

a. A product other than the guaranteed Product.

b. Preventive maintenance, such as routine maintenance or cleaning of the guaranteed Product where there is no underlying problem.

c. Damage to the Guaranteed Product caused by:

– Abuse or misuse, i.e. intentional damage, including use of the guaranteed Product for purposes or in a manner for which it was not intended, including but not limited to:

• Reversed battery polarity. 
• Improper installation of the product and/or its accessories. 
• Mechanical shock or deformation. 
• Contact with liquid or oxidation by condensation. 
• Use in an unsuitable environment, especially with regard to the protection rating (IP) of the device concerned, in the event of exposure to dust, corrosive vapors, humidity, high temperatures (outside the technical specifications), etc. 
• Intrusion of insects, animals, or any other living organism. 
• Breakage or damage caused by lightning or power surges from external causes. 
• Damage to connection terminals and screws due to misuse or incorrect tightening. 
• Damage during transport.
• Any other use that is deemed to be improper following the evaluation of the product by Studer Innotec.
• Attempted modification or alteration, or actual modification or alteration of the guaranteed Product; or

d. Guaranteed product whose serial number has been altered, made illegible or erased;

e. Guaranteed product which has been opened, repaired or modified by anyone other than Studer Innotec, a Service Centre or a commercial partner;

f. Guaranteed product which contains components which are not authorized by Studer Innotec;

g. Loss or theft of the guaranteed Product; 

h. Guaranteed Product (including all major components) not returned to Studer Innotec, a Service Center or a Commercial Partner;

i. Cosmetic damage not affecting the functioning of the guaranteed Product, including but not limited to minor cracks, scratches and scuffs;

j. Damage caused by normal wear and tear and/or use of the guaranteed Product; 

k. Damage caused to the Warranted Product by fire smoke, explosion, lightning, wind, water, flood, earthquake, volcanic eruption, tidal wave, landslide, hail or any other natural disaster;

l. Excessive or major physical damage to the Insured Product (e.g. crushed or bent products) or excessive or major physical damage to the Insured Product resulting from significant contact with a liquid (e.g. products immersed in a liquid);

m. Damage to the Insured Product caused by materials that may present a risk to human health (e.g. biological materials);

n. Services to install, remove or dispose of the Insured Product; 

o. Any other event or use of the guaranteed Product that is deemed to be non-conforming following the evaluation of the product

Access to Technical Assistance does not cover: 

• Malfunctions resulting from improper use of a guaranteed Product
• Malfunction on a guaranteed Product that has not been updated 
• Malfunction of a Product that can be resolved by an update 
• Malfunction of any product other than the guaranteed Product
• Loss of data from the guaranteed Product
• Training on the use or advice on the use of the guaranteed Product

If a guaranteed Product requires an overhaul, the Service Center concerned must first be contacted. If the Service Center cannot be contacted or is not able to provide the service, Studer Innotec must be contacted. The Studer Innotec website (www.studer-innotec.com) contains the procedure to follow in order to obtain support. The guaranteed Product will then have to be brought or sent with the documents mentioned in the procedure to a Service Centre according to the modalities explained below.

If the guaranteed Product fulfils the conditions for taking charge, Studer Innotec will take charge of the shipping costs of the guaranteed Product that are lower than CHF 100.- on presentation of all the necessary supporting documents. The amount of the costs exceeding these values will be charged to the holder of the Warranty Extension. If the guaranteed Product does not meet the conditions for taking charge, Studer Innotec will not take charge of the shipping costs borne by the holder of the Warranty Extension. The product concerned will then be sent back to the latter at his expense. 

The transport and packaging must be organized in order to avoid any damage to the product concerned.

Announcement of a Warranty Case in a country different from the country of purchase of the guaranteed Product

It is possible to make the Warranty Case Announcement in a different country from the one in which the Guaranteed Product was purchased. However, the holder of the Warranty Extension will then have to pay all possible customs, transport, shipping, value added tax and all other taxes and costs related to the handling of the Guaranteed Product, whether it is for shipping to Studer Innotec or for Studer Innotec to return the Guaranteed Product once the handling is completed.

If the Guaranteed Product cannot finally be taken over in the country in which the Warranty Case was announced, the holder of the Warranty Extension will have to pay all shipping and handling costs necessary for the transport of the Guaranteed Product to the country where it was purchased. In addition, handling may vary from one country to another. This will be done according to local capacities and availability. Products as well as parts that comply with the regulations of the country in which the Announcement of the Warranty Case is made may be used. 

It should be noted that by making a Warranty Case Announcement in a country other than the country of purchase of the Guaranteed Product, the holder of the Warranty Extension implicitly and unconditionally accepts to be subject to any legislation and regulations of the country in which the Warranty Case Announcement is made.

The acceptance of a Guarantee Case is subject to the following conditions:

Original parts

In order to benefit from the warrnty, the guaranteed Product must be sent or brought to the nearest Service Centre in its entirety according to the conditions explained in Article 7 of these General Conditions.

Due diligence

In order to benefit from the Extended Warranty, it is necessary that all necessary measures and precautions have been taken to avoid damaging the Guaranteed Product and to protect it against the occurrence of Warranty Events. In this respect, the Guaranteed Product must be used and maintained in accordance with its use and the instructions provided.

Following the occurrence of a Warranty Event and within the legal limits imposed by the applicable laws, Studer Innotec, as well as its Commercial Partners cannot be held responsible for indirect losses incurred following the occurrence of a Warranty Event, such as loss of activity, turnover, income or loss of profit.

Studer Innotec and its Commercial Partners will not be held responsible for damages, whether direct, circumstantial, special or consequential, caused by the negligence or fault of the holder of the Warranty Extension, even if they have been advised of the possibility of such damages.

The taking over of a Guaranteed Product following a Warranty Event implies the deletion of all data and parameters contained in the Guaranteed Product. It is therefore imperative to regularly back up all data and, as far as possible, before making an announcement of a Warranty Case. Studer Innotec and its Commercial Partners cannot be held responsible for the loss of data on the guaranteed Product. 

If incorrect information is deliberately provided when a Warranty case is announced, the guaranteed Product will not be accepted. The Warranty Extension may also be terminated. This will also be the case if the Guaranteed Product is used for criminal purposes or to facilitate criminal activities. 

Studer Innotec also reserves the right to act by any applicable legal means and to contact the competent authorities in order to notify them of the case.

Personal Data protection 

The Personal Data collected may include: contact and identification details and other Personal Data provided by the holder of the Warranty Extension. 

Studer Innotec and its Commercial Partners undertake to respect privacy and to collect and process Personal Data in compliance with the applicable regulations on the subject.

In particular, Personal Data are processed for the following purposes:

– Management of the Extended Warranty: communications and processing of Warranty   Case announcements, payments and refunds. 

– Management of internal commercial operations and marketing analyses

– In order to comply with the relevant regulations and/or to respond to a request from public authorities, to comply with a court injunction or in the context of an investigation by authorities.

– Defence of Studer Innotec’s rights

– Monitoring and recording of service and support calls for quality improvement, training and security purposes

The Personal Data will be kept for the period necessary to achieve the purposes mentioned above. 

It is always possible to request the deletion or correction of Personal Data by contacting Studer Innotec. 

In view of Studer Innotec’s international activities, it is possible that Personal Data are transferred to parties with their headquarters in other countries (including the United States of America) than the country of purchase of the Guaranteed Product or the country of residence of the holder of the Warranty Extension. By parties is meant: companies of the Studer Innotec group, suppliers of Studer Innotec or any authority according to this article.

Language

In case of discrepancies between the French and English versions of these General Conditions, the French version shall prevail.

Governing law

The Warranty Extension and these General Terms and Conditions are subject to Swiss law. Any dispute arising from or concerning the Extension of Warranty or these General Conditions shall be submitted to the Courts of the Canton of Valais, Switzerland.