Service Center Policy

1. Introduction

This policy document is designed to streamline and sanitize the operations at the Mustek East Africa Ltd. Service Centre in Ruiru. It sets out clear guidelines for handling service requests, return-to-base (RTB) warranty cases, and associated fees. The objective is to ensure efficiency, transparency, and consistency in service delivery, while also safeguarding the interests of the company and its clients.

2. Scope

This policy applies to all service requests, including warranty and non-warranty repairs, received at the Mustek East Africa Ltd. Service Centre in Ruiru.

3. Service Centre Fees

  • Non-Refundable Service Fee:

A non-refundable service center fee of KSh. 3,500 + VAT will be charged for any item received at the Service Centre for diagnostic purposes, irrespective of whether the item is under warranty or not.

This fee covers the initial assessment and diagnostic process.

  • Diagnostic & Turnaround Time:

The Service Centre will aim to complete the diagnostic process and provide a quotation for any required spares within 72 hours of receiving the item. The 72-hour turnaround time excludes weekends and public holidays.

4. Return-to-Base (RTB) Warranty Cases

  • Warranty Validation:

For items returned under warranty, the Service Centre will first validate the warranty claim. This includes verifying the warranty period and checking for any warranty exclusions.

  • Warranty Repairs:

If the warranty claim is valid, the Service Centre will carry out repairs at no cost to the client, subject to the terms of the warranty. The client will be informed of the expected repair time and any potential delays.

  • Non-Warranty Repairs:

If the item is not covered under warranty, the client will be informed of the diagnostic results and provided with a quotation for any required spares. The client must approve the quotation before repairs can proceed.

5. Storage Fee

  • Storage Charges:

A non-negotiable storage fee of KSh. 200 + VAT per day will be levied on any item that remains at the Service Centre for more than 72 hours after the client has been informed of the diagnostic results or completion of repairs. This fee is applicable whether the client has approved the repair quotation or not.

  • Notification:

Clients will be notified via their preferred communication method (phone, email, etc.) when their item is ready for collection or when the 72-hour period begins.

6. Shipping & Handling Charges

  • Shipping & Handling Fee:

A minimum shipping and handling charge of KSh. 3,000 + VAT will be applied for the return of any item to the client depending on the location, whether the item is repaired, deemed irreparable, or  if the client chooses not to proceed with the repair.

  • Third-Party Shipping:

If the client opts to use a third-party courier service for the return of  their item, they  will  be responsible for arranging and covering the costs directly with the courier. Mustek East Africa Ltd. will not be liable for any damages or delays caused by third-party couriers.

7. Payment Terms

  • Payment Methods:

All fees, including service fees, storage fees, and shipping & handling charges, must be paid in full before the item is released to the client. Payment can be made via mobile money, bank transfer, or any other approved payment method.

  • Invoicing:

An invoice detailing all applicable charges will be provided to the client before payment is requested. The client must ensure that payment is made within the stipulated time frame to avoid any additional storage charges.

8. Client Communication

  • Quotations & Approvals:

All quotations for repairs, including those for non-warranty items, will be communicated to the client in writing (via email or other agreed-upon method). Clients must provide written approval before any repairs are initiated.

  • Updates:

The Service Centre will keep the client informed of the progress of their repair, including any delays or additional issues identified during the repair process.

9. Complaints & Dispute Resolution

  • Complaint Handling:

Clients who are dissatisfied with the service or have any complaints should contact the Service Centre Manager. All complaints will be addressed promptly and in accordance with Mustek East Africa Ltd.’s dispute resolution procedures.

  • Dispute Resolution:

In the event of a dispute that cannot be resolved amicably, the matter may be escalated to senior management for review and resolution.

10. Amendments to the Policy

Mustek East Africa Ltd. reserves the right to amend this policy as necessary to reflect changes in operations, regulations, or business needs. Clients will be informed of any significant changes to the policy.

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