HOLZMANN MASCHINEN GmbH

office: Marktplatz 4
logistic : Sternwaldstraße 64
A-4170 Haslach
Tel. +43 7289 71 562-0
info@holzmann-maschinen.at

www.holzmann-maschinen.at

Guideline for Complaint and Service Request processing

We would like to support our sales partners in service matters in the best possible way and
handle service cases quickly and competently. In order to be able to guarantee a smooth
process, we ask you to comply with our service guidelines.

1. Registration by the trader / customer / contractual partner

A. Registration via online form
https://www.holzmann-maschinen.at/EN/service#ersatzteile
or
B. Sending a complaint letter, repair / returns order to
service@holzmann-maschinen.at

The letter of complaint or the repair order has to include

 a detailed error description
 informative pictures
 copy of invoice
 the serial number of the machine
to be able to be processed.

2. Evaluation and processing by HOLZMANN

Further complaint handling is the responsibility of Holzmann. Holzmann customer service
will contact you with suggestions for solutions for solving the problem.
a. Sending the required spare part
b. Collection of goods (repair / return)
Sending of an RMA Label with QR code to the registered e-mail address. The printed RMA
Label must be attached to the goods in a clearly visible position, this simplifies the receipt of
goods and enables faster processing.
ATTENTION: Returns without RMA marking cannot be processed and will be refused.
Please also observe the packaging requirements in order to avoid transport damage and to
ensure the best possible pick-up.
The repaired goods will be returned to you. If a repair is not possible, the goods will be
exchanged or credited after consultation with you.

c. Other solution / compensation / repair by the customer

We would like to point out that complaints cannot be handled without the required proof of
warranty.

Thank you for your understanding.