JSC “Elit Electronics” (company registration number 202268928) provides both warranty and non-warranty repair services under the Elit Service trademark.

To obtain warranty service, you must present the warranty card issued by both the manufacturer and the seller. Service will be provided in accordance with the terms and conditions specified in the warranty card.

Non-warranty repairs are paid services and will be carried out only after the service cost has been agreed upon with the customer in advance. The payment can be made in cash or by bank transfer, according to the rates approved by the company.

Cash payments are made by the customer in the national currency. Payment at the service center is made to the cashier-operator. A receipt for the amount paid and, if necessary, the relevant document will be issued to the customer. Payment at the customer's address is made on the basis of a receipt and expenditure order (form), and the customer is issued a Documents Equal to the Receipt.

Non-cash payment is made on the basis of an acceptance certificate for the work performed (receipt/form), which is valid from the moment it is signed by the recipient of the services.

For installation and repair services, the cost of consumables or spare parts is added to the total service price.

Ordering procedure

Customer reception / call reception à opening a file à forwarding the file to a specialist à ordering parts / arrival / notification à repairing parts / fulfilling the order.

The following information is included in the order form:

·        Name, surname, personal number;

·        Address; 

·        Contact number, alternative contact number, e-mail;

·        In the case of a legal entity, the exact name of the organization, identification number (I/D);

·        Customer type (legal entity, individual);

·        Item, brand, model, serial;

·        If available, FD, E_nr, ART, number;

·        Type of service ( warranted, unwarranted);

·        Order Kind;

·        Order Type;

·        A fault in the product reported by the user;

·        In the case of a non-warranty agreement, information regarding the agreed service amount must be included.

·        Item settings.

With the user's consent, the operator records the initial visual and functional condition of the product in the electronic system. If an item is left for service, a service agreement shall be concluded. (See attached file)

The product will be inspected within three business days of placing the order. In the case of complex damage, the diagnostic period may be extended. Diagnostic information is communicated to the user via a phone call or through a short text message.

Repairs of the product are carried out in accordance with the terms agreed with the customer. The repair time depends on the type of damage (with or without replacement parts) and the delivery time for replacement parts.  Additional information about the repair process and timing will be provided to the customer by phone or text message.

The handover of the item to the consumer is carried out on the basis of a service agreement. Upon transfer of the goods, a visual and (if possible) functional inspection is carried out in the presence of the buyer.

Transportation

In agreement with the customer, transportation of goods to and from the service center is possible.

On-site customer service

Orders can be placed by phone, via social media, or by visiting the service center. The operator will instruct the customer on the terms of warranty and non-warranty service.

After agreeing on the terms and conditions of payment with the customer, the order will be recorded in the electronic system.

Product diagnostics and the collection of initial customer information are carried out during the specialist’s visit to the customer’s address.

Repairs of the product are carried out in accordance with the terms agreed with the customer. The repair time depends on the type of damage (with or without replacement parts) and the delivery time for replacement parts.  Additional information about the repair process and timing will be provided to the customer by phone or text message.

If the specialist is unable to perform repairs at the customer's address and the product will be repaired at the service center (the product was delivered from the address or left by the customer), the external order coordinator will provide the customer with information about the status of the product within 3 (three) days from the date of delivery of the product to the service center. Due to the complexity of the diagnostics/repair, the timeframe may be extended, in which case the customer will be notified.

If a spare part is required and a part is subject to free warranty service, the external order coordinator will provide the customer with information on the same day that they receive information from the specialist.

If a part needs to be replaced and is not covered by warranty (warranty conditions do not apply), the external order coordinator provides the customer with information on the same day that they receive it from the purchasing department.

After completion of servicing, a visual and functional inspection of the product is carried out in the presence of the customer.

In agreement with the customer, transportation of goods to and from the service center is possible

Procedure for Order Placement / Handover

The external order coordinator distributes external order forms registered by the call center by zone. Contacts the customer one day before providing the service and, after agreeing with the customer, forwards the information to specialists for entry into the system.

After completing the order, the specialist provides details of the service performed in the system, including information about the spare parts and consumables used, uploads the warranty card and technical specifications, photographs of damage to the product/part, and, in the case of a brand, a photograph of the installed product.

Order fulfillment procedure at the customer’s address

The time frame for the specialist to arrive at the address is set at 3 (three) business days. The deadline may be extended, in which case the customer will be notified.

The specialist fulfills orders according to the requests received. For warranty/non-warranty service issues, the customer will be contacted by team 1 hour prior to arrival to the customer's address. In exceptional cases, the deadline may be extended only at the request of the customer and/or due to a force majeure situation.

Employees are not permitted to visit customer addresses before 9:00 a.m. or after 10:00 p.m. Upon receipt of payment at the address, a Documents Equal to the Receipt and all other documents are issued, and the customer is informed about the work performed by the specialist, after which the customer confirms the fact of service provision with their signature. The first (white) copy of the Documents Equal to the Receipt remains with the client, who is informed of the need to retain the documentation.

Spare parts ordering procedure 

The procurement department will order detailed information upon request. In the case of repairs under warranty, the request for spare parts is submitted directly by the specialist, and in the case of non-warranty service, by the customer and/or specialist.

In the event of warranty service, the service department is obligated to order spare parts and provide full service in accordance with the service period specified in the warranty card.

In the case of non-warranty services, the procurement coordinator must provide information on the price and timing of receipt of information. In the case of authorized brands, this information must be provided within 2 business days of the request.

If it is impossible to obtain the information within the time frame agreed with the customer, the changed conditions (time frame, price) must be immediately agreed with the customer. If the changed terms are unacceptable to the customer, the order may be canceled at their request.

The notification procedure

Elite Service has two ways of keeping customers informed:

·        Over the phone;

·        By short text message (SMS);

·        By e-mail.

Installation/dismantling, transportation

An order for installation/disassembly and/or transportation can be placed by the customer by telephone or by visiting the service center. The operator will instruct the customer on the terms of warranty and non-warranty service.

After agreeing on the terms and conditions of payment with the customer, the order will be recorded in the electronic system.

Upon request, an inspection of the installation can be carried out.  Initial information is provided during a visit to the specialist's address.

Installation/dismantling is carried out in accordance with the terms agreed with the customer. The timeframe for service provision depends on the complexity of installation and the necessity for additional installation and consumable materials. Additional information will be provided to the user via phone call or text message.

After completion of servicing, a visual and functional inspection of the product is carried out in the presence of the customer.

In agreement with the customer, transportation of goods to and from the service center is possible.

Service rates

Repeated transportation

After the sale of Elite products, the Elite Service call center contacts the buyer and agrees on a delivery time. If, due to the customer's failure to receive the goods, the delivery cannot be completed  to the agreed address at the agreed time, the process starts again: The contact is established, the delivery time is agreed upon, and the delivery is carried out. A fee will be charged for repetitive delivery to the address.

Installation rates

Transportation fee -  over 20 km 3 GEL per km;

JSC "Elit Electronics" offers installation services to customers, although with certain limitations. In particular, Elit Electronics only performs installation on the following equipment and only for the following fee:

1.      Installation conditions and rates

A defect resulting from improper installation of the goods by JSC "Elit Electronics" or under its responsibility shall be equated to non-compliance ("fault") with the conditions stipulated in the contract for delivery of the goods, if the installation of the goods was part of the contract. This rule also applies to goods which the customer must assemble or install and which have not been assembled or installed correctly due to the lack of instructions supplied with the goods.

In the case of a store purchase, the furniture installation service is based on an individual contract executed with the customer.

 For questions or issues related to service, please contact us:

JSC "Elite Electronics" (C/N 202268928) hotline (032) 2 48 48 48 www.ee.ge

Legal Address: . Tbilisi, P. Kavtaradze st. N3.

Warranty Service - Tel: (032) 2 48 48 48   INFO@ES.GE

In the case of Bosch, tel.: (032) 2 300 020

Addresses of JSC "Elite Electronics" (company code 202268928):

Rights arising from the service agreement 

The seller is obliged to provide services to the customer in accordance with the terms and conditions set forth in the service agreement.

If the contractual period is exceeded or a defect is discovered, the consumer is required to give the seller a reasonable additional period to provide the service/rectify the defect, except in cases where this is impossible due to the nature of the service or requires disproportionately large or unreasonably high costs. Disproportionate or unreasonably large expenses shall be determined in accordance with the procedure established by paragraph 8 of Article 17 of this Law.

In the event of the lapse of the additional period without success, the customer has the right to:

a) offer another person to provide a service or remedy the defect at the seller's expense;

b) demand an adequate reduction in the price of the service;

c) withdraw from the contract and claim damages in accordance with the procedure established by the legislation of Georgia.

Setting an additional deadline is not mandatory if it is obvious that it will have no effect, or if the consumer has linked the performance of the contract to the timely receipt of the service.

If the seller fails to commence the service within the specified period, or if the provision of the service is unreasonably delayed, making completion within the agreed timeframe impossible, the seller shall not be entitled to claim reimbursement of any expenses incurred or payment for services rendered, provided that the consumer has lost interest in the partial performance of the contract.

Withdrawal from the contract

Elite Service provides non-warranty service on an individual basis. In particular, the supply of materials, parts, and services necessary for installation in each specific case is provided on the basis of an employment contract concluded with the customer. Accordingly, Elite Service provides services that are individually tailored to the customer's specific needs.

Except as provided by Georgian law and this Policy, the User shall not have the right to withdraw from the Agreement if:

a) JSC "Elit Electronics" fully provided the services stipulated in the contract, it started providing the service with the prior consent of the customer and the customer knew that in case of full acceptance of the service, he would lose the right to withdraw from the contract;

b) the contract stipulates that the price of the delivered goods or provided services depends on changes in the financial market, which JSC Elit Electronics cannot control and which occurred within the period established by this Law for exercising the right to refuse to fulfill the contract;

(c) The goods or services supplied are customized or clearly tailored to the customer's personal needs;

d) the goods supplied are perishable or have a short shelf life;

e) He/she was delivered hermetically sealed goods, the sealing of which was broken after delivery and therefore the goods cannot be returned due to compliance with hygiene standards;

(f) the goods delivered were inseparably connected with other goods at the time of delivery, depending on their characteristics;

(g) In accordance with the terms of the contract, the customer has requested the merchant to provide emergency repair/maintenance services. This limitation does not apply to additional services provided as part of this visit beyond the services mentioned;

h) a sealed audio or video recording or software was delivered and its seal was broken after delivery;

(i) The contract is executed as a result of a public auction;

j) a contract has been executed for the transfer of non-residential immovable property, transportation of goods, rental of a vehicle, catering or recreational services, and the specified date or term of execution of the contract is specified therein;

l) the digital content was delivered to him by an unreliable carrier, the performance of the contract began with the prior consent of the user, and the user knew that he would thereby lose the right to withdraw from the contract;

 Therefore, the consumer does not have the right to unjustifiably refuse the contract, since the provisions of Article 13 (the right to refuse a distance contract and/or an online contract) of the Georgian Law “On Consumer Protection” do not apply to the contract concluded between the consumer and the company.

The consumer has the right to demand termination of the contract/withdrawal from the contract in other cases provided for by Georgian law.

The addresses of the collection points for defective products are as follows:

For all questions related to the protection of personal data by Elite Electronics JSC, please contact us at the following email address: info@ee.ge or/and by calling the Elite Electronics customer support number: (+995 32) 2 48 48 48.