Complaints
This is an English translation provided for convenience. The Polish version is the legally binding one: wersja polska.
Every repair carried out by OEMatic is covered by a written warranty. If the fault has returned after the repair or a new problem has appeared — below you will find how to report it.
The whole process is simpler than you think
01.
Report
02.
Initial assessment
03.
Delivery of the equipment
04.
Review and repair
STEP 1
Report
Contact us via WhatsApp (603 443 100), by phone or by email (info@oematic.pl). Describe the symptoms, give the order number or repair date, and the vehicle model.
Warranty claim
Warranty claim form
STEP 2
Initial assessment
We will check the reported issue and the warranty terms for your service. Some faults can be assessed remotely at the outset. A new fault does not automatically mean a chargeable repair — if the warranty covers the whole unit, we will inspect it within that scope. We will only start any chargeable repair after you approve the quote.
What do we check?
- Does the reported issue concern the repair carried out
- Is the unit covered by the OEMatic warranty
- Is sending the unit in required for assessment
STEP 3
Delivery of the equipment
In the event of a valid complaint, we will arrange a courier collection at our expense. Pack the unit in line with the instructions on how to pack. The equipment is then taken to the diagnostics bench.
How should I pack the equipment?
- To protect the unit properly, for example with bubble wrap or polystyrene
- Choose a rigid box — minimum 5-ply (double-wall), sized appropriately
- Seal the package with packing tape or stretch wrap
Send the device by courier to:
96-500 Sochaczew
Please enclose a note with your phone number, return address and a description of the fault inside the parcel.
STEP 4
Review and repair
We deal with complaints within up to 14 days of the equipment being delivered. If the defect is confirmed, we carry out the repair free of charge. The equipment is returned with a corrective invoice or a warranty repair document.
What do we check?
- Time for handling the request from delivery of the equipment
- Confirmation of the reported defect and scope of repair
- Documentation of the completed complaint
Frequently asked questions
and answers
Key information about the warranty, submitting a complaint, delivering the equipment and the review process.
What the warranty covers
The scope of the warranty depends on the service performed and is stated in the offer and the document enclosed with the device. It may cover the entire device or a specific scope of repair. If you received a warranty for the entire device, you may also report a fault other than the one with which it originally arrived at the workshop.
Does the warranty cover the entire device?
This depends on the service. For example, Logic7 refurbishment includes a 24-month warranty for the entire amplifier, excluding repeat flooding and moisture ingress. The terms applying to your device can be found in the offer and warranty document.
What is the warranty period?
The exact warranty period is stated in the written document (VAT invoice) enclosed with the device and depends on the scope of the repair carried out.
What to prepare for a claim
Prepare a description of the symptoms, the order number or repair date, the vehicle model, contact details, and a photo of the device, the fault or the rating label.
How can I track the status of my repair?
You can check the current status in the Check repair status panel. Enter the repair code there.
Withdrawal from the contract
If you wish to submit a declaration of withdrawal, contact OEMatic before sending. We will confirm the correct procedure and documents for the specific order.
Effects of withdrawal from the contract
The effects depend on the stage and nature of the order being fulfilled. Please give us the order number so we can confirm the next steps regarding the unit and settlement.
Exclusion of the right to withdraw from the contract
We assess the possibility of withdrawal for each specific order and scope of work performed. Contact us before submitting the declaration so that you receive the correct procedural information.
How do I obtain the withdrawal form?
Write to info@oematic.pl, quoting the order number. We will send you the correct form and instructions for delivery.