Appeals, complaints, and claims

Procedure

  1. DMG s.r.o. accepts any complaints exclusively in writing, with the submission to be made within 30 days from the date the reason for the complaint is discovered.
  2. The format of the complaint is not mandatory but must include:
    • Identification of the complainant
    • A precise and complete description of the reason for the complaint
    • A proposed resolution
    • Contact person for resolution, date, and signature.
  3. DMG s.r.o. will acknowledge receipt of the complaint within 10 days, informing the complainant about the next steps and assuring that corrective action will be taken if the complaint is confirmed as valid.
  4. DMG s.r.o. will thoroughly examine the complaint to verify and confirm its validity, respecting the principle of independence. If the complaint is directed to top management, it will be reviewed by an impartiality protection committee, whose decision is binding.
  5. DMG s.r.o. aims to resolve any complaint primarily through mutual agreement—discussing the complaint with the subject of the complaint and the complainant to agree on a further course of action that satisfies all parties involved. The outcome is an agreement on measures or conclusions accepted by all conflict parties and compliant with relevant regulations and normative documents.
  6. If an agreement cannot be reached between the parties in resolving the issue, the next steps will depend on confirming or disproving the validity of the complaint to prevent potential unjust damage to the reputation of the entity against whom the complaint was made.
  7. In case the complaint is valid, appropriate corrective or preventive measures will be implemented, and the complainant will be properly informed about their execution. If the complaint is found to be invalid, DMG s.r.o. will prepare a letter explaining the invalidity of the complaint, considering the matter resolved, and send the letter to both the complainant and the concerned entity.

Appeals

Appeal - a written objection that a client submits against a decision made by DMG s.r.o.

General Procedure for Receiving, Evaluating, and Deciding on Appeals

  1. DMG s.r.o. accepts any appeals exclusively in writing, with the appeal against the company's decision to be submitted within 10 days from the date of its delivery.
  2. The format of the appeal is not mandatory, but it must include:
    • Identification of the appellant
    • A precise and complete description of the reason for the appeal
    • A proposed resolution
    • Contact person for resolution, date, and signature.
  3. DMG s.r.o. will acknowledge receipt of the appeal within 10 days, informing the appellant about the next steps and assuring that corrective action will be taken if the appeal is confirmed as valid.
  4. DMG s.r.o. will thoroughly examine the appeal to verify and confirm its validity, respecting the principle of independence. If the appeal is directed against a decision by top management, it will be reviewed by an impartiality protection committee, whose decision is binding.
  5. DMG s.r.o. aims to resolve the appeal primarily through mutual agreement. The outcome is an agreement on measures or conclusions accepted by all conflict parties and compliant with relevant regulations and normative documents.
  6. If an agreement cannot be reached between the parties in resolving the cause of the appeal, the next steps will depend on confirming or disproving the validity of the appeal.
  7. In case the appeal is valid, appropriate corrective or preventive measures will be implemented, and the appellant will be properly informed about their execution. If the appeal is found to be invalid, DMG s.r.o. will prepare a letter explaining the invalidity of the appeal, considering the matter resolved, and send the letter to the appellant.

Complaints

Complaints Procedure

DMG, s.r.o. hereby informs the contractual partner of the conditions, method, and place for asserting rights related to liability for defects, discrepancies, or deficiencies in goods and services (hereinafter referred to as "complaint"). This Complaints Procedure is issued in accordance with the relevant provisions of the Commercial Code and the Civil Code, as well as other generally binding legal regulations of the Slovak Republic. DMG, s.r.o. has developed this Complaints Procedure to ensure a unified, quick, and accurate process for addressing any complaints about delivered goods or provided services. This Complaints Procedure is part of every contract concluded with DMG, s.r.o. By entering into a contract, the contractual partner agrees to the terms stated in this Complaints Procedure and explicitly accepts them. The company maintains a separate record of complaints.

Complaint: Assertion of liability for defects, discrepancies, or deficiencies in delivered goods, works, or services.

Company: DMG, s.r.o., Školská 470, 956 12 Preseľany

Contractual Partner: Natural or legal person who concludes a contract with DMG, s.r.o.

Contract: Purchase contract, work contract, contract for execution of implementation works.

Subject of the Contract: Mediation, delivery of goods, execution of work, provision of service – implementation/assembly work.

Method of Filing a Complaint: Written form

The contractual partner is obliged to assert their right to liability for defects in goods, works, or services without undue delay after the defect becomes apparent. The complaint can only be filed in writing. The complaint may be sent by postal delivery to the company’s headquarters or by email to dmg5@wircom.sk.

The company will issue and deliver a written or electronic acknowledgment of receipt of the complaint to the contractual partner. The company will inform the contractual partner of the resolution of the complaint within the timeframes specified in the contract between the company and the contractual partner, or within the timeframes stipulated by the Civil Code, the Commercial Code, and the Consumer Protection Act. Notification of the complaint resolution will be delivered to the contractual partner in writing to the address provided in the complaint.

The day of filing the complaint is considered:
For postal deliveries – the date of receipt of the complaint by the company (according to the postmark);
For email delivery – the date indicated on the email message;

A copy of the invoice or contract to which the complaint relates must be attached to the complaint. If the goods/work/service has a separate warranty certificate, it must be included with the copy of the invoice.

Goods delivered on invoice that are not paid for cannot be complained about.

DMG, s.r.o. is responsible for ensuring that the delivered goods, work, or service meets the quality, quantity, measure, or weight specified in the contract, is free from defects, discrepancies, or deficiencies, and is delivered/provided within the agreed timeframe.

DMG, s.r.o. is obliged to:
-Accept and record the written complaint received at the company’s address. Upon receipt, a designated employee will assign it to the responsible person, who is required to handle the matter.,
-Examine and resolve the complaint without undue delay upon receipt, but no later than 30 calendar days from the day of receipt of the complaint,
-Inform the contractual partner about the status of the complaint resolution upon request,
-Provide a written explanation for accepting or rejecting the complaint,
-If the complaint is accepted, fulfill the contractual partner's request to the maximum extent possible,
-Implement corrective and preventive measures to prevent the recurrence of defects, discrepancies, or deficiencies

In the case of an unjustified visit related to the complaint, DMG, s.r.o. has the right to charge the contractual partner for the costs associated with the visit. DMG, s.r.o. also reserves the right not to refund money for such goods and not to replace them with other goods. Legal relations between DMG, s.r.o. and the contractual partner not expressly governed by this Complaints Procedure will be governed by the relevant provisions of the individual contracts concluded between the company and the contractual partner and by the applicable provisions of generally binding legal regulations in the Slovak Republic. In the event of a dispute, the parties will seek to resolve it amicably. If an amicable resolution is not possible, either party may exercise its rights before a general court according to subject-matter and local jurisdiction. The company is entitled to amend and supplement this Complaints Procedure at any time due to changes in legal regulations and the business environment or changes in the company's internal policies. This Complaints Procedure comes into effect on the date of publication and supersedes any previous versions of the complaints procedure. However, if a complaint from the contractual partner was handled according to previous regulations, its resolution will be governed by the regulations under which the complaint was filed.

WARRANTY TERMS

The warranty period begins to run from the day of receipt of the goods, service, or work by the purchaser.

The warranty period is:
  • For new goods: 24 months, unless a specific legal regulation stipulates a longer period;
  • For like-new goods: 12 months (like-new goods are defined as used goods that have subsequently been inspected by our qualified employees and are marked as such);
  • For used goods: 6 months (used goods are defined as marked goods that are used or repaired without defects, and the completeness of the packaging does not prevent the full use of the product);
  • For services or works: 24 months, unless a specific legal regulation stipulates a longer period;
  • For periodic inspections of railway vehicles: 24 hours from the completion of the inspection;

The warranty period is further extended by the period during which the goods were under warranty. Rights from liability for defects in goods covered by the warranty period will expire if not exercised within the warranty period. When the purchaser is a consumer, complaints within the statutory warranty period are governed by Act No. 40/1964 Coll., Civil Code, and Act No. 250/2007 Coll., on Consumer Protection, both in their valid and effective versions, with consideration of the specifics in the Complaint Procedure.

Exclusions from the Warranty
The warranty does not cover damage caused by (if such activity is not usual):
  • Mechanical damage to the goods;
  • Electrical surges (visibly burnt components or circuit boards) except for normal deviations;
  • Use of the goods in conditions that do not meet the temperature, dustiness, humidity, chemical, and mechanical effects specified by the provider or manufacturer;
  • Improper installation, handling, operation, or neglect of maintenance;
  • Damage caused by excessive loading or use contrary to the conditions specified in the user manual or general principles;
  • Unauthorized or unqualified intervention by unauthorized persons (service) or modification of parameters;
  • Goods that have been modified by the customer (coatings, bending, etc.) if defects arise as a result of such modification;
  • Damage caused by natural elements or force majeure (natural disaster, fire, frost, water ingress);
  • Use of operational fluids or lubricants that do not meet the quality standards prescribed by the manufacturer;
  • Use of incorrect or non-original consumables, or any potential damage resulting from such use, if such use is not customary and was not excluded in the attached user manual.