Customer complaint
Hardware and software warranty
PEAKnx guarantees that supplied hardware does not show any material or manufacturing defects reducing or nullifying the value or functioning of the product in question. The warranty period shall be 24 months from receipt of the goods by the customer. The customer shall check the consignment immediately upon receipt. PEAKnx shall be notified in writing about obvious transport damages, defects and missing components. Defects that, despite immediate and proper examination, become perceivable at a later point shall be reported to PEAKnx in writing immediately upon their discovery. In the event of a justified complaint in due time, PEAKnx shall be liable to having the material and manufacturing defects eliminated by the repair centre or replacing the components in question. Unless explicitly agreed otherwise in writing, the warranty for used goods shall be limited to 1 year from the passing of risk. Removal of the original technical labelling leads to the expiry of the warranty. Within the statutory limitation period of 24 months, PEAKnx is liable to free-of-charge upgrades if both the software developed by PEAKnx does not meet the requirements of the stipulated usage and the discrepancies are reported in writing immediately upon their discovery. The rights laid down in the respective licence terms shall apply. The customer shall only be entitled to software support and modifications if an additional consultancy agreement is concluded.
Return of products
Please do not send the consignment back to us without prior agreement. In the event of a complaint, please proceed as described below under How to make a complaint . In order to ensure the prompt processing of your complaint, subsequent delivery or credit note, please have your customer and/or order number ready. Defective goods shall be returned along with a precise description of the faults. PEAKnx shall bear the return charges. Collection of the defective goods by PEAKnx shall be subject to prior agreement. PEAKnx will not accept unpaid shipments.
Self-service – Troubleshooting assistance
Please read through our assistance guide before making a complaint. Maybe your problem can be solved without starting the complaint process:
Initial start-up
What must be considered after the initial start-up?
We recommend making a backup of the entire Controlpro/-mini after the initial start-up. The easiest way to do this is to use Controlpro/-mini Recovery by PEAKnx.
Hardware
Touch operation doesn't work anymore. What can I do?
Disconnect Controlpro from the power supply for a minute. In most cases, this should do the job.
After running on standby overnight, touch operation doesn't work anymore. What can I do?
After a Windows update, the sleep mode was set to 180 minutes. You can fix this error by setting the sleep mode back to "never".
As long as a physical keyboard is connected, there is no on-screen keyboard available. What can I do?
Remove the USB stick for the keyboard and restart Controlpro. Plug the USB stick back in your Controlpro after the restart.
Why does the long keystroke for the blinds not work in the QuadClient?
The QuadClient is not suitable for gesture control. Even with gesture control activated, this function doesn't work flawlessly (e.g. long keystroke). If you don't want to do without gesture control, you will have to abandon right-hand clicks. Anyway, after everything has been installed successfully, right-hand clicks are not needed anymore. You can use the Windows settings to deactivate right-hand clicks under "pen and touch input".
My glass cover is broken. Do I have to replace the entire device?
No. The device features the innovative levitating magnet technology. Therefore, in the event of cracks or scratches, the glass cover can simply be replaced.
How to make a complaint
Our products are of high quality and should therefore not show any defects. If your problem could not be solved by means of our troubleshooting assistance, please start the complaint process. Please note that you are still obliged to inform the carrier of your consignment immediately about possible transport damages or missing components. The table below is to explain the PEAKnx complaint process:
Please check the goods immediately upon receipt. If there is reason for a complaint (e.g. transport damages, missing components, breakage or other defects), please contact us via email or phone. You can reach us from Monday to Friday between 09:00 and 17:00. Please have your customer and/or order number ready.
Please tell us what exactly is wrong with the delivered goods. The more precisely your description of the issue, the quicker the process of solving it. You can also send us pictures of the consignment in question.
In any case, we will try to process your complaint as fast and accommodating as possible. In order to do so, our service department must have the goods in question available. Therefore, please send the goods to the address below:
PEAKnx
Otto-Röhm-Straße 69
64293 Darmstadt
Germany
Our service department will confirm receipt of the returned goods via email or phone/fax/mail and start examining the defective goods.
After our service department has examined the goods in question, we will immediately inform you whether or not the goods can be repaired and how long the repair work will take, or if the device must be replaced. We will try to process your complaint as fast as possible. In most cases, the maximum processing time is 2 weeks from your notification of the problem. In exceptional cases, however, this period may be exceeded.
Transport damage
Transport damage is annoying - for this reason, we endeavor to spare our customers the resulting inconvenience. Nevertheless, despite the utmost diligence in the selection of our transport companies, it can not be ruled out that something will go wrong during delivery without PEAKnx being able to influence it.
Often one is unsure how to behave in case of transport damage. To facilitate the handling of transport damage, please follow these tips:
- Before signing the transfer receipt, examine the complete shipment for signs of transport damage.
- If you discover any damage, you must explicitly note this on the take-over receipt.
- Do not alter the goods and their packaging and if possible, photograph the damage discovered.
- Do not remove or use any parts of the delivery: the delivery should remain in its original state.
- Inform PEAKnx immediately so that further action can be discussed.
Attention: If you sign the acceptance receipt WITHOUT complaint, you confirm that the package including its contents has been received in perfect condition!
The reporting deadlines that you must follow when discovering a transport damage and how you proceed in this case are illustrated in the following table:
Damaged packaging
Check the goods in the presence of the carrier. Ask the carrier to fill in a damage confirmation and ask for a copy of the same or report the damage on the acceptance receipt in your own words. Do not open the parcels before the carrier has confirmed the damages. Keep the original packaging and the goods safe.
In the event of a recognised and confirmed damage, please refer to us with the written confirmation of the forwarding logistics company.
If the packaging shows obvious and severe damages, please refuse acceptance of the consignment.
Reporting time: immediately in the presence of the carrier.
Record the damage on the delivery note (including date, time and, if possible, the registration of the delivery vehicle) in the presence of the carrier and ask the latter to confirm the recognised damage in writing.
In the event of a recognised and confirmed damage, please refer to us with the written confirmation of the forwarding logistics company.
If the packaging shows obvious and severe damages, please refuse acceptance of the consignment.
Reporting time: immediately in the presence of the carrier.
Damaged content
Check the content of your consignment immediately upon receipt. Contact the service center of the respective parcel service immediately upon recognising the damage and ask for an examination and/or confirmation of the damage.
In the event of a recognised and confirmed damage, please refer to us with the written confirmation of the forwarding logistics company.
Note: Make sure to discover hidden damages by checking the goods directly upon delivery. Hidden damages are often more difficult to prove than obvious damages.
Reporting time: immediately upon recognising the damage; at latest within 48 hours after delivery.
Contact the service center of the respective parcel service immediately upon recognising the damage and ask for an examination and/or confirmation of the damage.
In the event of a recognised and confirmed damage, please refer to us with the written confirmation of the forwarding logistics company.
Reporting time: immediately upon recognising the damage; at latest within 48 hours after delivery.