TCLDISTRIBUTOR | INGENICO CLIENTS

Legal conditions of the repair Alcatel – TCL

Postventa Digital Servicio10 S.L, hereinafter referred to as Servicio10, as an Official Technical Service of Alcatel, complies with the established protocols and is governed by the regulations set by the manufacturer regarding warranty matters.Servicio10 is responsible for managing the collection of your device (mobile phone, smartphone, tablet, smartwatch, etc.) at the address you provide during the request process, in order to transfer it to our Laboratory for diagnosis, repair, and subsequent shipment through a designated transportation company.The service request should be submitted by the customer through the website www.servicio10.es. Before completing the request and to activate the collection, the customer must accept the data processing policy and the “terms and conditions” of the service.

By completing the request, the customer accepts the following conditions:

  • Once the repair request is processed, Servicio10 will provide the customer with a unique reference number for each device. This reference is linked to the device and the transportation company.
  • The transportation company may contact the customer at the provided telephone number to arrange the logistics service.
  • The transportation company will make two collection attempts. If the failed collection occurs due to reasons unrelated to transportation (absence at the address, unprepared device, etc.), the customer’s request will be canceled.
  • Conditions, instructions, and advice for delivery to the transportation company: Properly protect your equipment to prevent any possible damage during transportation.
  • The transportation company reserves the right to reject any package that does not meet the packaging requirements.
  • Upon delivery of the package, Servicio10 will notify the logistics operator of any visible incidents or damage to the package (impact, crushing, etc.). These incidents will be handled with the transportation company.
  • If, upon opening the package and conducting a technical diagnosis, Servicio10 finds that the device is damaged or broken, and the package does not show any visible external damage, Servicio10 will apply the provisions detailed in the section “Repairs of devices outside the warranty period due to date of purchase or misuse.” In such cases, Servicio10 will not assume responsibility for the damages nor be able to claim against the transportation company. The customer will be responsible for such damages if they maintain that the device was in good condition at the time of collection by the transportation company.
  • For repairs outside the warranty period or not covered by the manufacturer’s warranty program, Servicio10 will notify the customer a preliminary repair quote for acceptance or rejection, after conducting a technical diagnosis.
  • This quote is valid for 30 days from its notification to the customer, and the customer has the same period to express their acceptance or rejection.
  • Servicio10, a company certified in Environmental Management (UNE-EN ISO14001), complies with regulations regarding environmental management. If the customer expressly authorizes it when rejecting the quote, Servicio10 will deliver the device to an authorized waste manager for treatment and recycling. Following a comprehensive protocol, Servicio10 will issue and send the customer a “Certificate of Destruction Commitment” specifying the device’s data. This service is free of charge for the customer.
  • After the 30-day period, if the customer does not provide any instructions regarding the return of the device, Servicio10 will consider that the customer has left it on deposit, and a fee of 30 euros per device per day will be applied for storage expenses.
  • After 2 years from the date of depositing the device, Servicio10 is authorized to proceed with the destruction of the device without prior notice to the customer.
  • If, once the repair quote is accepted, Servicio10 detects the presence of any hidden fault that could not be detected and included in the initial quote due to technical impossibility, this fact will be communicated to the customer within 24-48 hours, issuing a new quote for acceptance or rejection. The repair works by Servicio10 will be delayed until the customer accepts or rejects this new quote.
  • In the case of rejecting the quote, the customer must pay the transportation costs incurred for the collection and return of the device: Applicable to the national territory: 15.00€. Madrid capital: 11.90€. Balearic Islands: 25.40€.

Repairs of devices within the manufacturer’s warranty period:
Your device is guaranteed against any defects that may arise under normal use conditions for two years from the date of purchase (invoice date).

  • If the malfunction is covered by the warranty, we will return your repaired device to you at no cost.
  • If the malfunction is not covered by the warranty (accidental damage, improper use, faults not included in the manufacturer’s warranty program), Servicio10 will provide a preliminary quote within 24 to 48 hours, which must be accepted or rejected by the customer.

The quote is valid for 30 days from its notification to the customer, and the customer has the same period to express their acceptance or rejection.

  • If the customer rejects the quote, they must pay the corresponding transportation costs: 11.90€ for Madrid capital (280xx), 15.00€ for the national territory, and 25.40€ for the Balearic Islands. In this case, we will return the device unrepaired. If the customer expressly authorizes it when rejecting the quote, Servicio10 will take care of the environmental management, free of charge for the customer.
  • After 30 days, Servicio10 will consider that the customer has left the device on deposit, and a fee of 30 euros per device per day will be charged for storage expenses, for a period of 2 years. After the 2-year period, Servicio10 is authorized to proceed with the destruction of the device without prior notice to the customer.
  • If the customer accepts the quote, they must pay the total amount indicated in it.

Repairs of devices outside the warranty period due to date of purchase or misuse (breakages, impacts, water damage, or improper use):

These repairs apply to devices that were purchased more than two years ago or have suffered damage due to improper use. After the diagnosis, Servicio10 will provide a preliminary quote within 24 to 48 hours, which must be accepted or rejected by the customer.

The quote is valid for 30 days from its notification to the customer, and the customer has the same period to express their acceptance or rejection.

  • If the customer accepts the quote, they must pay the total amount indicated in it.
  • If the customer rejects the quote, they must pay the corresponding transportation costs: 11.90€ for Madrid capital (280xx), 15.00€ for the national territory, and 25.40€ for the Balearic Islands. In this case, we will return the device unrepaired. If the customer expressly authorizes it when rejecting the quote, Servicio10 will take care of the environmental management, free of charge for the customer.
  • After 30 days, Servicio10 will consider that the customer has left the device on deposit, and a fee of 30 euros per device per day will be charged for storage expenses, for a period of 2 years. After the 2-year period, Servicio10 is authorized to proceed with the destruction of the device without prior notice to the customer.

To expedite the procedures, please communicate your acceptance or rejection by sending an email to the address gestion.multimarca@servicio10.es and attach the payment receipt.

Transportation fees applicable to accepted and rejected quotes:

  • Madrid capital (280xx) …………………… 11,90€
  • National Mainland Territory………… 15,00€
  • Balearic Islands……………………………. 25,40€

The above prices include VAT.
The transportation prices include device collection and one delivery attempt at the destination.

Payment method:
Payment methods and procedure:

  • PayPal.
  • Debit/Credit card (except American Express).
  • Bank transfer to Banco Sabadell’s account:
    IBAN: ES38 0081 5342 3900 0136 9745
    • Please indicate the “Service ID” detailed in the quote in the “concept” field.
    • Attach the payment receipt to the email address gestion.multimarca@servicio10.es

Payment gateway: http://www.servicio10.es/reparaciones/presupuesto/pago

IMPORTANT:

  • SERVICIO10, as an Official Technical Service of Alcatel, complies with the established protocols and is governed by the regulations set by the manufacturer regarding warranty matters.
  • Before activating the collection, you must accept the legal conditions of the service.
  • Properly protect and package the device to avoid any possible damage during transportation.
  • To expedite the repair process, it is necessary to accompany the faulty device with the required documentation that proves the warranty, if applicable (purchase invoice or delivery note). In both cases, the device’s IMEI is required.
  • If, upon opening the package, Servicio10 detects internal damages to the device and the packaging shows no visible external damages, Servicio10 will not assume responsibility for such damages if the customer maintains that the device was in good condition when sent.
  • Information security conditions of the data contained in your device:
    • During the repair process, Servicio10 performs a software update, which restores the device to factory settings. This intervention may result in the loss of all stored data. Therefore, it is the sole responsibility of the customer to make a prior backup of the information contained in the device before it is collected by the transportation company. Servicio10 does not take responsibility for any previously installed software on the device in case a formatting is required. In no case is Servicio10 obliged to notify or seek permission to proceed with a repair that may result in data loss.
  • Servicio10 is not responsible for any backup copies provided by the customer that may violate current Intellectual Property laws in Spain. The customer would be exercising their right to “private copy” granted by said legislation.

Business address:
POSTVENTA DIGITAL SERVICIO10 S.L.
Carretera Fuencarral Alcobendas, 20
Edificio Auge 1, 3rd floor
28049 Madrid
VAT: B81453565

European General Data Protection Regulation (GDPR):
In compliance with current legislation on data protection, we inform you that your data has been provided by you for the provision of our services by Postventa Digital Servicio10 (Data Controller), with VAT B81453565 and registered office at Carretera de Fuencarral a Alcobendas, no. 20, 28049-Madrid, where you can exercise your rights of access, rectification, cancellation, limitation, if applicable, as well as the right of opposition by written request. You can also contact us by regular mail at the indicated address or by email addressed to servicio10@servicio10.es. If you consider it appropriate, you may file a complaint with the Spanish Data Protection Agency. The purpose of the registration form is to handle repair service requests. Acceptance of the information contained in this document implies acceptance of any legal documents referenced therein: Legal Notice, Privacy Policy, and Cookie Policy published on their website. This document serves as a confidentiality agreement and as a guarantee of compliance with the European General Data Protection Regulation (GDPR). Business address: POSTVENTA DIGITAL SERVICIO10 S.L. Carretera Fuencarral Alcobendas, 20. Edificio Auge 1, 3rd floor. 28049 Madrid. VAT: B81453565.

Contact:
For any inquiries related to the legal conditions, claims, or other matters, you can contact Servicio10 using the provided email addresses:
servicio10@servicio10.es
atencionalcliente@servicio10.es

Our Customer Service number is also available: 913587490.

Applicable legislation:

  • Royal Decree 58/1988, of January 29, on the protection of consumer rights in the repair service of domestic appliances.
  • Royal Legislative Decree 1/2007, of November 16, approving the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws.
  • Regulation (EU) 2016/679 of the European Parliament and of the Council of April 27, 2016, on the protection of individuals with regard to the processing of personal data and on the free movement of such data.
  • Royal Legislative Decree 1/1996, of April 12, approving the consolidated text of the Intellectual Property Law, regularizing, clarifying, and harmonizing the current legal provisions on the matter.