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After sales (and before sales) - Maintenance, Spare parts and Installation
In case of Air conditioners project, we offer Free of Charge inspection visit/s to the site to know the exact requirements of the site and submit quotation accordingly
Before Sales Service:
In case of Air conditioners project, we offer Free of Charge inspection visit/s to the site to know the exact requirements of the site and submit quotation accordingly. For more information, please contact After sales service:
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Warranty Terms & Conditions
(Maintenance and Spare Parts)
- Warranty coverage: This warranty applies to products represented by Zagzoog for Home Appliances Company, either directly or through its dealers within the territory of the Kingdom of Saudi Arabia only.
- Products warranty is two years as stated in the following table which determines the warranty period for each product and spare parts not covered by the warranty as well as provision of spare parts in lifespan of the product.
- The warranty period is calculated from purchase date of the unit as shown in the purchase invoice and warranty card.
- Customer must present the original purchase invoice and warranty card if under warranty service is claimed.
- In case of Air conditioners, Refrigerators & Freezers; compressor’s warranty after two years becomes limited to its replacement as a part only; and does not cover labor or cost of materials required in compressor’s replacement or any other charges by any mean.
- This warranty covers replacement of those parts only which are declared defective by the company. Warranty covers other service procedures only if declared under warranty by the company. Washing of a unit is not covered by the warranty.
- Company shall not be held liable for any customer injury or property damage caused by improper usage or contrary to operational manual.
- For maintenance/ service request, please call our UAN number 920 004 111.
- For suggestions and complains, please contact us on 920 004 111 and dial the relevant option. Our Customer Relation team will be pleased to receive your complain /suggestion and will take necessary actions. They will inform you about the measures taken regarding your complain for your satisfaction.
- To reach the company, please dial (012) 6570049 and dial the required extension number.
- Upon your contact to Customer Service Center, our agent will register your particulars and will book an appointment for you. The agent will give you a reference number to follow-up with. Zagzoog Company provides service to its customer within 48 hours. However, a delay may happen due to an extensive work load; but will not exceed 7 working days from customer’s request.
- As per the provision, set forth by the Ministry of Commerce, customer has the right to see the part/s replaced under warranty only; and that the under warranty replaced part becomes property of the company. Parts replaced out of warranty can be given to customers only if they are not prohibited and restricted environmentally.
- Warranty means repairing the defect and not replacing the unit as stated in the provisions, set forth by the Ministry of Commerce. Company is bound to repair under warranty units in two attempts (similar defect) including newly sold appliances.
- As per the provisions set forth by the Ministry of Commerce, Zagzoog Co. is pleased to provide spare parts for its sold products. If spare parts are not available for any reason, company will arrange to provide those spare parts within 14 working days from the customer’s request. However, those unavailable parts/ accessories which have special technical specifications, will be provided within reasonable period of time with customer’s acceptance.
- If the maintenance procedures took more than 15 days and the unit is under warranty, company will extend warranty period for an equivalent period of the delay lasted in the service/ repair.
- If the unit is under warranty and attempts to repair the frequent defects in the unit took more than 15 days; in which mandatory period of spare parts provision (as mentioned in item no. 14) and requisite time to deal with high number of service requests in workload periods (as mentioned in item no. 11) are not included; customer has the right to obtain a new unit with the same specifications against payment of a fair amount for the duration and nature of use of the old unit. If the customer wishes to obtain another appliance with different specifications, then he/she has to pay a certain amount for the duration of use of the old unit as well as price difference between the old and new unit chosen by the customer (if available). Customer has also the right to demand refund as per the purchase invoice but a fair amount has to be deducted by the company for the duration and nature of use of the old unit.
- If the company violated the obligations as mentioned in item 11 & 14 and the customer’s unit is still under warranty and laying at company’s workshop; customer has the right to obtain a new alternative unit with similar specifications temporarily; or paying in amount to the customer equivalent to (1/400) of the value of the unit at the time of purchase for each day of the delay. Company has the right to offer any of the two options to its customers.
- Price list of maintenance/ services are available at service centers in a prominent accessible place and can be seen/ read easily.
- In case of out warranty service, customer service agent will inform the customer about maintenance charges to be confirmed by the customer whilst booking an appointment; while costs of spare parts will be determined by the technician after unit’s inspection.
- All costs of additional arrangements like scaffolding or crane etc. as well as making safe access to the unit as per means of security and safety standard will be borne by the customer in order to facilitate technician and carry out necessary repair works to the unit located at difficult to reach point regardless the warranty status which includes but not limited to the ceiling and kitchen decorations removal etc.
- This Warranty does not cover the following:
- Damages caused by usage contrary to the user manual.
- Breakage or negligence.
- Damage caused by improper transportation by the customer.
- Damage caused by power fluctuation or using electric generator which does not comply with the unit's specifications.
- Damage caused by rains, thunder, fire, flood or other natural disasters.
- Damage caused by improper installation or against instruction manual.
- If previously serviced/maintained by an unauthorized workshop/personnel.
- If the unit's label is altered.
- Body corrosion caused by the surrounding conditions; i.e. moisture etc.
- If the unit is modified.
Warranty Table:No Unit type Warranty period Not Covered by the Warranty Lifespan (Years) 1 Gas Oven 2 Years (Labor + S. Parts) Nozzles, knobs, oven door gasket, brass (burner cap), internal trays, glass 8 2 General Air Conditioners 2 years for the unit (Labor + Spare Parts) and 5 years for compressor. Unit washing, steel cabinet, front Panel, filter, knobs, remote control, plastic parts, accessories 8 3 Cooline Air Conditioners 2 years for the unit (Labor + Spare Parts) and 5 years for compressor. Unit washing, steel cabinet, front Panel, filter, knobs, remote control, plastic parts, accessories 6 4 Chigo Air Conditioners 2 years for the unit (Labor + Spare Parts) and 5 years for compressor. Unit washing, steel cabinet, front Panel, filter, knobs, remote control, plastic parts, accessories 6 5 Hisense Air Conditioners 2 years for the unit (Labor + Spare Parts) and 5 years for compressor. Unit washing, steel cabinet, front Panel, filter, knobs, remote control, plastic parts, accessories 6 6 Whirlpool Refrigerators & Freezers 2 years for the unit (Labor + Spare Parts) and 5 years for compressor. Shelves, lamp and other accessories 8 7 Hisense Refrigerators & Freezers 2 years for the unit (Labor + Spare Parts) and 5 years for compressor. Shelves, lamp and other accessories 6 8 Whirlpool Washing Machines 2 Years (Labor + Spare Parts) Water inlet hose, drain hose, knobs and accessories 8 9 Whirlpool Dishwashers 2 Years (Labor + Spare Parts) Water inlet hose, drain hose, knobs and accessories 7 10 Media Dishwashers 2 Years (Labor + Spare Parts) Water inlet hose, drain hose, knobs and accessories 6 11 Twin Tub Washing Machines 2 Years (Labor + Spare Parts) Water inlet hose, drain hose, knobs and accessories 5 12 Dryers 2 Years (Labor + Spare Parts) Knobs 8 13 Whirlpool Electric Ranges 2 Years (Labor + Spare Parts) Knobs, drip bowls, ceramic cook top 8 14 Glem Gas Electric Ranges 2 Years (Labor + Spare Parts) Knobs, drip bowls, ceramic cook top 8 15 Microwaves 2 Years (Labor + Spare Parts) Knobs, glass and accessories 6 16 LED 2 Years (Labor + Spare Parts) Broken cabinet, broken screen, remote control, buttons and other accessories 3 17 Vacuum Cleaners 2 Years (Labor + Spare Parts) Power cord, extension tube, handle, brushes, dust bag and accessories 5 18 Water Dispenser Bio family 2 Years (Labor + Spare Parts) Broken tap 6 19 Water Dispenser Trust 2 Years (Labor + Spare Parts) Broken tap 4 20 Hood 2 Years (Labor + Spare Parts) Filter, lamp 4 21 Kettle 2 Years (Labor + Spare Parts) Electric Wire 2 22 Toaster 2 Years (Labor + Spare Parts) Electric Wire 2
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