Friendly Robotics robomower RL350 Service Manual page 179

6.1.1.1.1 Customer Complaint
In case of a problem with the Robomower, the customer should call to the Customer Support
or the nearest local dealer for assistance.
6.1.1.1.2 Dealers Activities
A valid proof of purchase is required for warranty repairs. The Dealer should try solving the
problem over the phone, as described in the Problem Analysis Flowcharts section of the Service
Guide. If the problem was not solved over the phone, either the customer should bring/send the
faulty mower to the dealer or the dealer should visit the customer's residence, depending on the
problem type and the dealer's policy.
If the dealer cannot solve/repair the problem, it should be communicated to the Distributor.
If the dealer solves the problem and decides to claim the repair expenses from Friendly, a written
Warranty Claim should be sent to the Distributor. All service calls for which claims were made
during one month should be sent to the Distributor during the following month. The dealer MUST
provide the following information for EVERY repair of every claim:
Dealer name
Service date
Product and model name
Serial number
Date of product purchase by the customer
Warranty period end date
Problem description (FCS code)
Parts required to complete repair
Cost claimed (labor time and spare parts cost)
All these items are required by Friendly Robotics for every claim and a claim cannot be
considered unless all of this information was provided by the dealer and received by Friendly.
Together with this monthly report, all faulty parts identified and associated with a specific claim,
should be kept by the Dealer for 90 days from repair or until the claim has been paid, whichever
comes first.
The warranty period for products is defined in the warranty card provided with each unit. Any
nominated dealer of Distributor may repair any product during this period. Any such claim shall
be submitted to Distributor on a monthly basis. The warranty claim made by the Dealer should be
provided to Distributor no later than 60 days from the date of the repair.
IMPORTANT!
Claims submitted to Friendly Robotics after more than 90 days from the repair date will not be
recognized. It is important to submit the claims you have on a monthly base, so the approval
process will be completed on time.
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