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 Detailed Terms & Conditions

Starting from 10th October 2018

1. What is Croma Lifetime Service Assurance (CLSA)?

Croma Lifetime Service Assurance (CLSA) is our effort to ensure every brand delivers its commitments to Croma customers. It is not an addition or an alternative to the Manufacturing Brand’s warranty. In order to avail this service, the customer has to contact us through store or call Croma Contact Center at 7207666000.

 

2. How will Croma deliver Assurance?

For a product delivered and installed at the customer’s premise (referred as “Home Delivery” product), service will be rendered at the customer’s premise. For a product purchased at store (referred as “Self Pick-up” product), the customer has to bring the product to the store for service. After the customer reaches out to Croma,

  1. Croma will log the service request with the Manufacturing Brand.
  2. The service request number will be shared with the customer through SMS. This number will be the reference for all future communication till the closure of the request.
  3. For a “Home Delivery” product repair, Croma will arrange for the visit by the service technician of the Manufacturing Brand at the customer’s premise.
  4. For a “Self Pick-up” product repair, Croma will facilitate pickup and drop between the store and the Manufacturing Brand’s service center.
  5. Croma will ensure that the Manufacturing brand provides appropriate remedy for the product or its parts as per its service warranty terms.
  6. Croma will keep track of the progress of the service request till closure of the request and update the customer on a periodic basis.
  7. For a “Self Pick-up” product, the customer has to collect the repaired product from the store. Croma will intimate the customer through SMS and call, once it is ready for pick up after repair.
  8. Charges will be applicable as per Manufacturing Brand’s service terms for repair, pick-up and delivery of any product.

 

3. What should you keep in mind for CLSA?

  1. CLSA works for all products which are under Manufacturing Brand’s warranty.
  2. Please ensure not to carry out any modification in the product, which violates Manufacturing Brand’s warranty terms and conditions.
  3. The Manufacturing Brand’s assessment on the product working as per specifications will be binding.
  4. The promise is only valid for the locations where respective brands service network is available within Indian Territory.

 

4. Some Legal Stuff

  1. Non-fulfilment of any conditions set out in this document may cause the rejection of your request, hence solicit your co-operation to ensure we are able to provide you a perfect service experience.
  2. Croma shall not be liable for delay or failure in providing the CLSA in the event of strike, natural calamity, government action, Act of God or any other cause beyond our control.
  3. Croma shall not be liable for indirect damage caused due to improper functioning of the product, including but not limited to lost profits or savings, business interruption, loss of data, lost revenue, loss of use, inconvenience, mental or physical stress or any other commercial or economic loss of any kind, or special, incidental, or consequential damages.
  4. The device for which CLSA is applicable should not have any other Care Pack/Insurance or Insurance linked plan/Extended Warranty/Maintenance Contract, apart from the manufacturer’s warranty.
  5. Any disputes arising in connection with this service shall be governed by the laws of India. The courts of Mumbai shall have the exclusive jurisdiction over disputes arising hereunder.
  6. Full set of terms and conditions are available on www.croma.com
  7. Croma reserves its right to change, amend, delete or withdraw any and all terms and conditions herein without any prior intimation to customer.
  8. All rights reserved with Infiniti Retail Limited.

 

5. What is “14 day Fix-it or Replace-it” promise?

If a service request is not resolved within 14 days of the call being logged with Croma, we will replace the product. The following product categories / brands qualify for the “14 day Fix-it or replace-it” promise –

  1. Refrigerators
  2. Washing Machines
  3. Croma TVs
  4. Hitachi TVs

 

6. What should you keep in mind for “14 day Fix-it or Replace-it” promise?

  1. The 14-day assurance period starts on the date the service call is logged with Croma.
  2. The promise is only valid for the locations where respective brands service network is available within Indian Territory.
  3. The Manufacturing Brand’s assessment on the product working as per specifications will be binding.
  4. The replaced product will be the same model or an equivalent model of the same brand and/or specification.
  5. The replacement product cannot be an upgrade or downgrade in terms of specification.
  6. No refunds in any form shall be given in lieu of the replacement.
  7. In case of replacement of the product, the brand manufacturing warranty and/or extended warranty will be applicable from the date of first purchase.
  8. 14 days does not include Sunday, any national and state holidays
  9. In case of an emergency, including but not limited to strikes, natural calamity, government action, act of God etc., the fulfillment of the 14 day promise will be extended by the days of such disruptions.
  10. Customer shall not exploit or use this scheme to cause any wrongful gain to himself or any other third party. If the same comes to the knowledge of Croma, then without limiting the claim for loss, Croma and Manufacturing Brand shall have right to enter into customer’s premises and take the possession of product.

 

7. What is the Customer’s responsibility?

  1. Customer should contact Croma for logging the call for the product repair request.
  2. Customer will give access to the product for repair support during the 14 day period for service.
  3. It is the responsibility of the customer to properly maintain, store and use the product according to the Manufacturing Brand’s instructions and take all reasonable steps to use the product as prescribed by the Manufacturing Brand.
  4. Non-fulfilment of ANY of the above conditions will result in the 14 day promise being considered as void and a fresh request will have to be raised by the customer.

 

Copyright © 2015 Infiniti Retail Ltd. All rights reserved.

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