Complaints handling
Important: Before you contact us about a complaint or send us a device for inspection,
Please check if one of the following common causes of errors is present:
| Error description | Caused | Solution | Warranty case |
|---|---|---|---|
| Device cannot be switched on, nothing appears on the display | Battery empty or not inserted or inserted incorrectly | Replace battery or insert correctly |
NO |
| Measurement inaccurate | Battery low | Replace battery |
NO |
| Measurement in the current (A-/ A~) range does not work, in other ranges it does | Fuse defective (only happens due to short circuit as a result of incorrect operation) | Replace fuse |
NO |
| Display is present, but no response to measurements; “H” is also displayed | Data Hold button engaged | Press the Data Hold button again to deactivate the function |
NO |
| Scratches on the display of a new device | Protective film is still on the display | Remove protective film |
NO |
| Display present, but no reaction to measurements | Test cable in the wrong socket or not inserted deep enough | Insert the test cable into the correct socket until it stops | NO |
| Display available, but only occasional reaction to measurements | Loose contact of the test cables | Replace test cable |
YES* |
* If the fault occurs within the warranty period (see date of purchase receipt)
(2 years after date of purchase with reversal of the burden of proof after 6 months)
If you can rule out the above causes of error with certainty, please proceed as follows:
You are an end customer:
1. Please check whether this is actually a warranty case and not just normal wear and tear (For further information see here).
2. Please clarify further processing with the dealer from whom you purchased the device.
Alternatively, you can send the device to us with a copy of the purchase receipt.
To make it easier for us to troubleshoot, please provide as precise a description of the error as possible:
e.g. “Display shows 183.5 V instead of 230 V alternating voltage” instead of “Device measures inaccurately”.
3. If the complaint is justified, we will repair or replace the device free of charge at our discretion or after consultation with you.
4. If the complaint is unjustified, e.g. because the device is working properly or one of the above-mentioned causes of error is present, we will send the device back to you at your expense and risk.
As a gesture of goodwill, we generally refrain from charging you for the time spent checking the device, but we reserve the right to do so.
5. If there is a defect that is not covered by the statutory warranty or if the statutory warranty period has already expired, we will, after consultation with you, repair the device at your expense, send it back to you unrepaired at your expense and risk, or scrap it. As a gesture of goodwill, we generally refrain from charging the costs for the time spent checking the device.
You are a dealer:
1. Please check whether this is actually a warranty case and not just normal wear and tear (For further information see here).
2. Please send the defective device together with a copy of the purchase receipt (from you to the end customer) to us for inspection.
To make it easier for us to troubleshoot, please provide as precise a description of the error as possible:
e.g. “Display shows 183.5 V instead of 230 V alternating voltage” instead of “Device measures inaccurately”.
3. If the complaint is justified, we will repair, replace or credit the device free of charge at our discretion or after consultation with you.
4. If the complaint is unjustified, e.g. because the device is working properly or one of the above-mentioned causes of error is present, we will send the device back to you at your expense and risk.
As a gesture of goodwill, we generally refrain from charging you for the time spent checking the device, but we reserve the right to do so.
5. If there is a defect that is not covered by the statutory warranty or if the statutory warranty period has already expired, we will, after consultation with you, repair the device at your expense, send it back to you unrepaired at your expense and risk, or scrap it. As a gesture of goodwill, we generally refrain from charging the costs for the time spent checking the device.
