Complaints procedure

1. Purpose of this complaint procedure

1.1 Careful treatment

The purpose of this complaint procedure is to treat complaints with care, clarity and fairness.

1.2 First try to resolve it together

We always try to solve complaints together with the customer first. In many cases a complaint can be resolved by additional explanation, additional research, recovery, adaptation or an appropriate arrangement.

1.3 No automatic admission

The lodging of a complaint does not automatically mean that Computer Repair Twente recognises liability, that there is a guarantee or that there is a right to reimbursement. Each complaint shall first be assessed in substance.

2. What can you complain about?

You can lodge a complaint about, among other things:

• repairs carried out;
• diagnosis or examination;
• hardware upgrades;
• software work;
• data transfer or data recovery;
• remote support;
• on-site service;
• communication;
• invoicing;
• guarantee handling;
• delivery times;
• customer contact;
• agreements or expectations.

Complaints about damage, data loss, parts, warranty or liability are assessed in conjunction with our general terms and conditions and our warranty and service policy.

3. Report your complaint as soon as possible

3.1 Report in time

We ask you to report a complaint as soon as possible after you have discovered the problem. The sooner a complaint is reported, the better we can assess what happened.

3.2 Reasonable period

A complaint must be notified within a reasonable time. If a complaint is reported much later, it may be more difficult or impossible to determine whether the problem is related to our work.

3.3 Use after discovery of problem

If you discover a possible problem, we advise not to use the device or service unnecessarily if this can increase damage. If in doubt, please contact us.

4. How can you report a complaint?

You can preferably report a complaint in writing via:

• Email: contact@computerrepairtwente.nl
• WhatsApp: 06-55734000

We prefer written notification by email or WhatsApp so that we can record and retrieve all information properly. You may also report a complaint by phone, but we may ask you to confirm it in writing afterwards.

5. What information do we need?

In order to be able to properly assess a complaint, we ask you to send as much relevant information as possible.

Preferably state:

• your name;
• telephone number;
• e-mail address;
• invoice number or order number, if any;
• date of repair or service;
• Make and type of device;
• clear description of the complaint;
• when the problem has arisen;
• whether the problem occurs at all times or occasionally;
• which error messages you see;
• photos, videos or screenshots if possible;
• what has happened to the device since its delivery;
• whether someone else opened, modified or investigated the device after our work.

The more complete the information, the faster we can deal with the complaint.

6. Acknowledgement of the complaint

6.1 Acknowledgement of receipt

After receiving your complaint, we usually confirm it within 2 working days.

6.2 Initial assessment

We are looking into whether the complaint can be answered directly or whether additional research is necessary.

6.3 Incomplete information

If information is missing, we may ask for additional details, photos, error messages or for the device to be brought back.

7. Response period and handling

7.1 Response within reasonable time

We usually respond within 2 working days in substance or with a first follow-up step.

7.2 More time needed

Sometimes more time is needed, for example when:

• the apparatus must be examined;
• a complaint is technically complex;
• a problem is not directly reproducible;
• parts need to be checked or ordered;
• a supplier or manufacturer must respond;
• additional information is required.

In that case, we will let you know that more time is needed and we will keep you informed as best we can.

7.3 No fixed outcome in advance

We cannot always say in advance whether a complaint is covered by warranty or what solution is appropriate. That depends on the cause of the problem and the outcome of the investigation.

8. Examination of the complaint

8.1 Opportunity to investigate

Computer Repair Twente always gets the opportunity to investigate the complaint before a solution, compensation or recovery is promised.

8.2 Returning the device for inspection

For complaints about a device, you may need to bring the device back or allow us to inspect it remotely.

8.3 Problems that cannot be reproduced

Some complaints are variable or not directly visible. Think of crashes, battery problems, charging problems, network problems, software errors or overheating. If a problem is not reproducible, further investigation may be required.

8.4 Diagnostic fees

If it turns out that the complaint is rightly covered by warranty or our responsibility, we will not charge any diagnostic fees for the warranty investigation.

If it turns out that the problem has another cause, for example new damage, misuse, software changes, updates, faulty peripherals or third-party work, diagnostic fees or labour costs may be charged.

9. Possible solutions

When a complaint is well founded, we are looking for a reasonable and appropriate solution. These may include, for example:

• remedying the problem;
• re-execute part of the work;
• additional explanations or advice;
• adjustment of settings;
• replacement of a component where applicable;
• restoration under guarantee if applicable;
• an appropriate discount or arrangement;
• partial or complete crediting when recovery is not reasonable or possible.

The solution chosen depends on the situation, the nature of the complaint, the cause of the problem, previous agreements and legal rights.

10. No automatic refund

10.1 First investigate and allow an opportunity to remedy the issue

A complaint does not automatically entitle you to a refund. Computer Repair Twente must first be given the opportunity to investigate the problem and, if necessary, remedy it.

10.2 A remedy is not always possible

If repair is not possible or reasonable, we will consider another appropriate solution.

10.3 No compensation for other causes

If the problem proves not to have been caused by our work, there is no entitlement to free remedial work, a refund or compensation.

11. Third party costs

11.1 Contact us first

If you believe something has gone wrong, do not engage another repairer, specialist or service provider without consultation.

11.2 No automatic reimbursement

Third party costs will not be reimbursed if you engage another party without prior consultation, unless otherwise agreed in writing or required by law.

11.3 Reason

We must be given the opportunity to assess the complaint and, where appropriate, remedy the problem ourselves. If a third party has already modified the device or system, it may be difficult or impossible to assess the original situation properly.

12. Complaints about warranty

Complaints about warranty are assessed according to our warranty and service policy.

Warranty does not automatically apply to:

• new damage after delivery;
• Fall, impact, pressure, moisture or transport damage;
• changes by the customer;
• repairs or investigations by third parties;
• software updates or account changes;
• new virus or malware contamination;
• defects not related to the repair performed;
• normal wear or age;
• parts supplied by the customer himself, unless otherwise agreed.

In case of doubt, we first investigate whether the complaint is related to our previous work.

13. Complaints about data or software

13.1 You remain responsible for your data

The customer remains responsible for data, files, photos, documents, e-mails, licenses, passwords, accounts and backups.

13.2 Data recovery is best-effort

Data recovery and data migration are carried out on a best-effort basis. Success cannot be guaranteed.

13.3 Software can change

Software problems may arise or recur due to updates, user actions, downloads, external services, drivers, malware or account changes. This does not automatically mean that previous work was performed incorrectly.

14. Complaints about invoices

14.1 Report in time

If you have a question or complaint about an invoice, please report it as soon as possible after receipt.

14.2 Uncontested part

If only part of an invoice is contested, the uncontested part remains due.

14.3 Payment term

An invoice complaint shall not automatically suspend the payment period unless otherwise agreed in writing or is legally required.

15. Complaints about communication

We do our best to communicate clearly, courteously and promptly. Sometimes things can still go wrong, for example because of workload, a technical fault, illness, missed messages or misunderstandings.

If you think communication could have been better, we'd like to hear it. Then we can assess this and improve it where possible.

16. Business customers

Additional agreements may apply to business customers, for example through quotation, SLA, maintenance contract, project appointment or support agreement. Computer Repair Twente is not liable for business interruption, loss of revenue, loss of savings, loss of productivity or other consequential damage, unless otherwise agreed in writing and to the extent permitted by law.

17. If we cannot reach a resolution together

We always try to resolve complaints together first. If you cannot reach a solution with us, you may, as a consumer and depending on the situation, seek legal advice, approach a disputes committee if one is competent and available, or submit the complaint to the competent court.

The Dutch government states that consumers should first contact the seller or service provider. If you cannot reach a solution together, a consumer may, in certain circumstances, turn to a disputes committee or a subdistrict court.

18. Privacy in case of complaints

For the handling of complaints we process personal data such as name, contact details, job details, invoice data, communication and possibly photos or technical information. These data are only used for handling the complaint, administration, warranty, evidence and legal obligations. More information can be found in our privacy statement.

19. Relationship with other legal documents

This complaint procedure should be read in conjunction with, inter alia:

• general terms and conditions;
• privacy statement;
• disclaimer;
• cookie declaration;
• warranty and service policy;
• right of withdrawal;
• service procedure;
• specific quotation or order confirmation.

In case of different written agreements, those specific agreements shall apply.

20. Amendments

Computer Repair Twente may change this complaint procedure when the service, operation, legislation or business changes. The most up-to-date version is available via the website.

21. Contact

Do you have a complaint or do you want to discuss something? Then contact Computer Repair Twente.

• Computer Repair Twente
• Email: contact@computerrepairtwente.nl
• WhatsApp / phone: 06-55734000
• Website: www.computerrepairtwente.nl