Warranty Procedure

Courier service

This type of warranty is specifically intended to maximize convenience and save time for the customers. If there is a problem with the product, just call for support the Call Center. If it is not possible to solve the problem by phone, the device will be picked up by a courier and delivered to the service base. After the repair, the product will be returned to the address you specified.

We recommend sending a product to the Central Service Center with a courier for products weighing up to 20 kg.

 

KEEP THE ORIGINAL PACKAGING!

NATIONAL CALL CENTER FOR SUPPORT: 0700 17978 (at the cost of a local call)

 

E-mail: support@stеmо.bg
Working hours: working days from 09:00 to 18:00
Service Orders status check: www.stemo.bg/support

 

When reporting a problem, the following sequence should be followed:

 

Stage 1

Before the call, please prepare the following information:

  • Name, address, e-mail and a contact phone number;
  • Model and serial Number of the product;
  • Date and place of product purchase;
  • • Documents for the purchase (invoice, receipt, warranty card or their copies).

Prepare to describe the problem and take a sheet of paper and a pen to make notes.

 

Stage 2

Contact the Support Center for the specified number:

After asking you some short questions, our consultants will consider if your device needs repair. If a service repair is necessary and the failure happened within the warranty period, a courier will come to you and will take the product.

Write down the service order number. Having that number, you can trace the repair of your device from the service web site.

IMPORTANT! After the phone diagnostic or after the device is received at the service premise, it is found that the damage is beyond the scope of the manufacturer's warranty (post-warranty damage), the consultants will offer you an opportunity to pay the repair. You have the option to refuse and pay only the transportation costs if there are any.

 

Stage 3

Remove all the passwords of the device if there are any. If it is a computer – backup the valuable information.

Package the device with its complete set in the original box, or other box, suitable in size, to prevent damage during transport in advance. Put inside the box the purchase documents or copies of the warranty card, receipt or the invoice. The courier will come to the specified address and will take the packaged device.

IMPORTANT! The service is free for you and you have not to pay anything the courier.

 

Stage 4

Returning the repaired device.

Your device will be repaired as soon as possible and will be returned to you by a courier at a date agreed with you.

 

When will the courier come?

Our Contact Center directs the request to a partner courier company that will take the product from you.

Some locations are served according to a schedule that you can check here: http://www.interlogistica.bg/bg/info/grafik/

 

I got a message that the product is ready. When will I get it?

The same day after the repair has been completed, the product is delivered to the courier delivery company.

Some locations are served according to a schedule that you can check here: http://www.interlogistica.bg/bg/info/grafik/

 

Service in the Service Center

In this case, you should visit one of our service centers to leave the product for repair.

Stemo Service Centers are easily accessible, located in central city areas or major city roads. All they dispose of a comfortable customer parking zone and reception. The working hours: every working day from 9:00 to 18:00 without official holidays

Service center locations: http://www.stemo.bg/bg/service-centers

 

Location and information about the Central Service.

Address: 135 Tsarigradsko shosse blvd., Office Express business center, Sofia

The service has ten own parking spots.

The working hours: every working day from 8:30 to 18:30 without official holidays

 

Convenient public transport

Metro: Line 1 - Inter Expo Center – Tsarigradsko shosse stop

Buses No: 1, 3, 5, 6, 114 - Bulgarian Science Academy complex

 

Service on customer’s site

A service technician will visit you to your address, if provided within the manufacturer's warranty conditions or at customer’s request for greater convenience and against payment. The technician will diagnose and repair the device. You can request a visit to the email address: support@stеmо.bg or by the national phone: 0700 17978.

Usually, visit requests accepted until 14:00 are executed on the next business day.

 

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