BACKGROUND

Beetel (hereafter referred to as “Company”) is entering into the business of IT Peripheral Products. This necessitates the need of a warranty policy for providing timely after sales service to our customers*.

*Customer means end customer, Channel Partner or Retail Partner

OBJECTIVE

To provide service warranty terms and conditions for IT Peripheral Products sold to the customers.

SCOPE

The scope of this policy is limited to IT Peripheral Products enlisted in Annexure 1.

POLICY AND PROCEDURE

a. Policy

• The Company warrants the product sold by it or its distributor, reseller or other Authorized partners to be free from manufacturing defects in material and workmanship under normal use.

• The bill or invoice is the proof of purchase of the product and the warranty period commences as of that date. This warranty extends only to the original purchase and is non-transferable.

• In order to claim warranty under this policy, the warranty card has to be duly filled by the authorized Retail Partner and stamped with date of purchase mentioned.

• The warranty does not cover normal wear and tear and accessories of the equipment.

• The company's liability under this warranty shall be limited to repairing or providing replacement of part/s, which are found to be defective.

• The company or its authorized service center/ service dealer, reserves the right to retain any part/s or component/s replaced during the warranty period.

• In case of any dispute, courts at New Delhi shall have exclusive jurisdiction over matters covered by this warranty

The warranty period and Turn Around Time (TAT)for different products in IT segment are mentioned in Annexure 1.

The out of warranty service charges for RTB and onsite are mentioned in Annexure 2.

b. Procedure:

Return to Bench (RTB)

• Customer will visit the ASD (Authorized Service Center) with the defective product.

• ASD SPOC will log the complaint in CRM with details of the customer.

• ASD SPOC will check the warranty status of the product based on invoice/warranty card.

• ASD will repair/ replace the product and inform the customer.

• Customer collects the repaired/ replaced product.

• Complaint is resolved and closed in CRM.

Onsite

• Customer will raise the complaint with the Beetel Helpdesk.

• Beetel Helpdesk will log the complaint in CRM with details of the customer.

• Beetel helpdesk will provide first level troubleshooting.

• Beetel Helpdesk will transfer the call to the nearest ASD in real time on web based CRM, if complaint is not resolved.

• ASD engineer will visit the customer onsite and check the warranty status.

• ASD will repair/ replace the product at the customer premises.

• Complaint is resolved and closed in CRM.

Terms and Conditions

The terms and conditions of this policy are mentioned as under:

General

Inclusions

• This warranty is valid on the product with an intact warranty sticker

• Repair will be carried out through the Company's Service centers or its Authorized Service Center / Dealers / Distributors.

• In the event of repair of any part/s of the equipment, this warranty will thereafter continue and remain in force only for the un-expired period of the warranty. Moreover, the time taken for repair and in transit whether under the warranty or otherwise shall not be excluded from the warranty period.

• Company shall make every effort to carry out the repairs and return the equipment within stipulated TAT of receipt of the same. However, the Company shall not be liable for any consequences arising due to delay undercircumstances beyond its control.

Exclusions

• This warranty is not valid on the products sold as seconds.

• This policy is not applicable on physically damaged, rusted, burnt and liquid damaged products.

• The equipment is not used according to instructions given in the User manual.

• The equipment stipulated warranty period has expired or the warranty sticker is tampered.

• The equipment is repaired by unauthorized sources or there is an improper use as determined by the Company personnel.

• There is a modification or alteration of any nature made in the electrical circuitry / or physical construction of the set.

• Installation/ repair work is carried out by a person / agency other than that authorized by the company.

• Site conditions (premises where the product is kept) do not confirm to the recommended operating conditions of the product.

• Defects caused due to factors beyond the company's control such as lightning, abnormal voltage, acts of God or while in transit to service center or purchaser's residence.

Specific

TFT Monitor Warranty:

• Warranty will be applicable if TFT screen performance has no more than three (3) improperly pixel totals or no more than three (3) bright or three (3) dark pixels.

• Beetel retains the right to refuse any claim for repair or replacement of a TFT screen if the numbers of defective dots are three or less than three.

RESPONSIBILITY

• The responsibility for ensuring compliance to this policy by the channel lies with Customer Service Delivery.

• case of any changes, Head - CSD will have authority to make amendments to this policy.

Annexure 1:

Warranty period and Expected TAT

Note:

RTB – Return to Bench

RT- Response Time to Customers: RTB: 15 minutes and On-Site: 3 hours (within Municipal city limit)

Replacements of Products - Applicable if products are not repaired within 7 days

Dead on Arrival (DOA): 7 days for end customers. 30 days for Corporate and Institutional customers

* TAT all efforts shall be done to complete the service within the mentioned period; however, the same shall not be limiting or binding

** Onsite warranty applicable within the Municipal City limit only.

*** ATR (Across Table Replacement) - Selected Major cities [New Delhi (Nehru Place, Wazirpur), Chandigarh, Lucknow, Kolkata, Patna, Secunderabad, Hyderabad, Indore, Bhopal, Mumbai, Pune, Ahmedabad

Annexure 2:

Service charges

Note:

RTB – Return to Bench

NA- Not Applicable

Onsite warranty applicable to selected cities within the Municipal City limit only.

Disclaimer

Except for the warranties set forth herein, Beetel disclaims all other warranties, expressed or implied or statutory, including but not limited to the implied warranties of merchantability or fitness for a particular purpose. Any implied warranties that may be imposed by applicable law are limited to the terms of this limited warranty. In no event shall Beetel be liable for any incidental, special or consequential, damages, including but not limited to loss of business, profits, data or use, whether in an action in contract or tort or based on a warranty, arising out of or in connection with the use or performance of the product, even if Beetel had been advised of the possibility of such damages. If, despite the foregoing limitation, for any reason Beetel becomes liable for damages incurred in connection with this agreement, then, the liability of Beetel will be limited to the amount equal to the invoice amount paid to Beetel or Beetel authorized channel partner for the product.

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