We know that the quality of relationship will be brought to light after the first problem arises. And that is why we are here for you, not only during the warranty period, but also long after it ends.
At ALUPLAST s.r.o., we do our best to provide our customers with with valuable and functioning products at all times.
Still, maintenance and service assistance is sometimes necessary or complaint is received. It is essential that we are here for you in that case too.
To ensure trouble-free and long life of your windows and avoid complaints, it is necessary to take care of them on a regular basis and according to our instructions on proper care and maintenance.
Remember, please, that the complaints can only be admitted when the apparent defect occurs before the product or work are accepted. It is therefore advisable to check the the product, goods or work before you accept them. Record any apparent defects in the Bill of Delivery or in Work Completion Certificate. You will avoid potential problems later when you expect the complaint recognition.
If you have followed all the recommended practices and the product bought from us does not serve the way it should, you can file a complaint about it.
The investigation and handling of complaints is regulated by the Claim Procedure of the ALUPLAST s.r.o. company, which can be found in the section Service and support - Download.
by completing an online Complaint Form
electronically by sending an email to servis@aluplast.sk
in writing by sending a claim to the address of the company registered office (Moštenická 8, 971 01 Prievidza)
in person at the front desk of the company headquarters in Prievidza
it is marked as the CLAIM
the number of the order and the position number or the code of the invoice
a detailed description of the defect including a description of the circumstances leading to its occurrence
a detailed photo documentation of the defect
name and telephone number of the owner or operator of the property where the product is built-in
the address of the property where the product is built-in.
We register your complaint and confirm its acceptance.
If necessary, we arrange a visit of a service technician to the location.
We investigate the complaint.
We send you an opinion.
In case the complaint is admitted we arrange the day for warranty service.
Unfortunately, we cannot accept the complaints made by phone and incomplete complaints. We try to process all issues as soon as possible, however incomplete claim forms and missing information make it difficult for us to resolve claims and prolong the process.
ALUPLAST s.r.o. company will provide you with warranty service and post-warranty service. Warranty service in practice means that we will rectify any defects free of charge in compliance with the Complaints Procedure. Non-warranty service is provided for all products we produce.
rectifying any defects within warranty period that are not covered by the warranty
repairs after the warranty period
other services are provided by the Service Department (fitting adjustment, the adjustment of self-closing device, glazing replacement, gasket replacement, etc.)
If you are interested in post-warranty service, send us your order by email to the address: servis@aluplast.sk.
it is marked as SERVICE-ORDER
the number of the order, under which the product/goods/service are registered in the ALUPLAST s.r.o. company
the number of ordered item
accurate written description of the defect
description of the situation that led to the defect
a detailed photo documentation of the defect
customer´s name and phone number
the address where service is needed
We need all the information necessary to be able to provide you with post-warranty service. We use it to find your production documentation in our archives used by our service technician to find out the solution to your problem. Thanks to this information he can search out, order and prepare the necessary spare parts, and in case there are some spare parts that are no longer being manufactured, he determines the appropriate alternatives. The technician is sent to you as soon as we receive a complete order. However, before that, we send you a quotation and we arrange with you the date of repair.
