Warranty Claim

Stove Doctor Warranty Claim Policy

Please make sure your warranty claim is valid before booking a return visit. Your warranty claim only extends to the repair undertaken. For example if an element was replaced, then Stove Doctor Australia Pty Limited would be obliged to replace the same part if the element was proven to be faulty or the workmanship defective. It can often be the case that an element short circuit has stressed the thermostatic control and the device subsequently fails. In this situation charges for a new service call and labour to replace the thermostatic device would be the normal course of action. If we attend the warranty claim to find the unit operating correctly then a relevant charge would apply.
 
Our warranties do not cover any problem that is caused by (a) commercial use; accident; abuse; neglect; surge; electrostatic discharge; heat or humidity beyond product specifications; improper installation; operation; maintenance or modification; or (b) any misuse contrary to the instructions in the user manual; or (c) malfunctions caused by other equipment.
 
You may not make a claim under this warranty unless the defect claimed is due to faulty or defective parts or workmanship. Stove Doctor Australia Pty Limited is not liable in the following situations (which are not exhaustive):
 
(1) the Appliance is damaged by:
    (i) accident
    (ii) misuse or abuse, including failure to properly maintain or service
    (iii) normal wear and tear
    (iv) power surges, electrical storm damage or incorrect power supply
    (v) incorrect, improper or inappropriate operation
    (vi) insect or vermin infestation
    (viii) failure to comply with any instructions supplied with the Appliance;
(2) the Appliance is modified without authority from Stove Doctor Australia Pty Limited in writing;
(3) the Appliance was serviced or repaired by anyone other than Stove Doctor Australia Pty Limited or an authorised repairer.
(4) The appliance is used for commercial purposes.
(5) Second hand parts
(6) Parts supplied by the customer
(7) Travel outside our standard metropolitan area
(8) Appointments outside normal trading hours
(9) Work undertaken by another repairer
(10) User damage or interference with the repair/appliance.
(11) Damage cause through continued use of the appliance after the defect.
To the extent permitted by law, Stove Doctor Australia Pty Limited excludes all warranties and liabilities (other than as contained in this document) including liability for any loss or damage whether direct or indirect arising from your service, use or non use of the Appliance.
 
In order to make a warrantee claim a customer must:
1. Confirm in writing within 7 days of the fault becoming apparent that a fault has been observed with the part / repair undertaken, and not another part of associated equipment or workmanship.
2. Consult if unsure with Stove Doctor Australia Pty Limited to verify a problem exists.
3. If the appliance requires a return visit, an accurate description of the fault is required. A warranty claim will not be attended until an accurate fault description is supplied. A description of not working is NOT acceptable. Charges, at the current repair rate, may be applied if the part or repair is found to be working correctly.
4. Proof of Repair must be supplied for warranty claims. Job number, date of repair, and repair value are the minimum information required.
5. Turn the device off and advise any condition that may be unsafe or dangerous.
6. The customer must make sure the warrantee claim has been received and follow up to make a time to have the device looked at by a technician.
 
OUR WARRANTY TERMS AND CONDITIONS
Subject to the conditions of warranty set out herein the Service Company warrants that if any defect in any workmanship of the Service Company becomes apparent and is reported to the Service Company within seven (7) days of the date of delivery (time being of the essence) then the Service Company will either (at the Service Company’s sole discretion) replace or remedy the workmanship.
The conditions applicable to the warranty given herein are:
(a) the warranty shall not cover any defect or damage which may be caused or partly caused by or arise through:
    (i) failure on the part of the Customer to properly maintain any Goods; or
    (ii) failure on the part of the Customer to follow any instructions or guidelines provided by the Service Company; or
    (iii) any use of any Goods otherwise than for any application specified on a quote or order form; or
    (iv) the continued use of any Goods after any defect becomes apparent or would have become apparent to a reasonably prudent operator or user; or
    (v) fair wear and tear, any accident or act of God.
(b) the warranty shall cease and the Service Company shall thereafter in no circumstances be liable under the terms of the warranty if the workmanship is repaired, altered or overhauled without the Service Company’s consent.
(c) in respect of all claims the Service Company shall not be liable to compensate the Customer for any delay in either replacing or remedying the workmanship or in properly assessing the Customer’s claim. For Goods not manufactured by the Service Company, the warranty shall be the current warranty provided by the manufacturer of the Goods. The Service Company shall not be bound by nor be responsible for any term, condition, representation or warranty other than that which is given by the manufacturer of the Goods.
 
STOVE DOCTOR AUSTRALIA PTY LIMITED WARRANTY
For the purpose of this policy we only deal with the repairer’s warranty and where applicable the parts warranty as provided by the parts manufacturer.
Our warranty is (12) months on any faulty workmanship. Our warranty applies to the work we have carried out and to the components we have fitted. Not to the whole machine and its other devices.
 
If a valid warranty claim is accepted we will at our discretion a) repair, b) replace, or c) refund limited to the value of the original repair.
If the customer makes any false, misleading or intended omissive representations, Stove Doctor Australia reserves the right to render their warranty obligations void (to the extent the law allows).
A test for the customer to apply in order to determine if the workmanship is faulty is to consider if another repairer were to undertake to replace or repair the same work/component would the fault be remedied. If the answer is no, then it is a fair expectation that the fault is new and will incur new costs.
 
Having said that, there are some points which need to be made! Repairers are dealing with used appliances of a variety of ages and conditions. Often a repair might be made, only to be followed up by another fault. From the customer’s point of view, the machine has failed again and the first thing they think of is that the ‘last repair must not have been done properly’. This is often far from the truth. The new fault might be quite different from the original one. No repairer can afford to give a warranty on the complete appliance just because he has replaced a component in it.
On the other hand, replacement parts can fail and a repairer must be willing to give the customer the benefit of the doubt and at least come back and check that all is well. Conversely, the customer should be prepared to pay the technician for his time, If the problem turns out to be a completely different problem.
 
Faulty parts are the bane of every repairer, and no matter how thorough or experienced a technician might be, they are NEVER going to avoid recalls. Customers can also contribute to the early demise of certain parts by not following the appliances operating instructions. Our warranty cover is strictly for the cover of faulty parts and/or workmanship.
 
Another situation which can occur is where the part which fails might have failed because of external factors, in other words, through no fault of the technician or the manufacturer of the part. For example, a sink overflows and an appliance motor gets wet and burns out. The part will not and should not be replaced free of charge under such circumstances.
 
In order to verify a warranty claim is valid, it needs to be determined what caused the repair to fail. Most recalls are related to faulty parts. In this instance the workmanship is not faulty and the parts supplier should be responsible to pay for the replacement of the faulty part. Sadly this never happens, therefore within the (12) months period Stove Doctor Australia Pty Limited will replace the part in good faith. Parts that fail after the (12) month period where supplied free by the parts manufacturer will be fitted at our normal call out and hourly fees. Where the repair has been caused by faulty workmanship we will happily attend to rectifying that fault at our cost.
 
CONSEQUENTIAL LOSS
Unless covered by any statutory regulation Stove Doctor Australia will not be held liable for any consequential loss caused by any work carried out. 

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