Complaint process

Is your device not working as expected and the standard repair procedure was not successful?

If the device is under warranty and you want to contact technical support (e-mail: info@giriton.com), the complaint procedure is as follows.

The device is under warranty

  • It is ideal to provide a written description of the situation, photos and video of the device where the situation is captured.
  • If you have several devices, we will ask you for the name or ID of the attendance clock, so that we can remotely distinguish which device it is.
  • We will then recommend steps to remedy the situation. Checking reader connections, restarting the device, updating the application, and more. If these steps are sufficient, a complaint is not necessary.
  • If the recommended steps do not resolve the situation, we will ask you for the following information.
  • Do you require a replacement device? If you need spare attendance clock, let us know. We will send you a replacement device, and after its operation you can send us a non-functional device.
  • For the transport company, it is necessary to indicate the contact person (name, email and phone number) and the address where the replacement can be sent.
  • We will inform you whether to send us non-functioning device with an adapter, a rear metal wall holder or without these items.
  • As soon as we have all the information, we will send the replacement clocks. As soon as the courier receives the shipment data, they will inform the specified contact person. After commissioning, you can send us non-functional devices.
  • We will ask you to properly pack the device that you send to us for a claim.

TIP: You can find the name of the device on the web application in the Paired devices agenda. You can find the device ID in the Main menu of the needles (menu icon ≡) - Settings - Device information - Device ID.

How to pack the claimed goods correctly

Wrap the hardware in bubble wrap and ideally store it in the box in which it was delivered to you. You can use any other box of the corresponding size.

  1. Original boxes or boxes of suitable size.
  2. Protection of the deivce from the bottom and side. Preventing movement in the box.
  3. Bubble wrap around the device.
  4. If an adapter needs to be sent when picking it up, it is ideal to place it next to the ticking clock.
  5. Before closing the box, filling with protection from the top as well.

Next, just close the box or secure it with tape and hand it over to the courier. If you use the original box, ideally put it in a bubble envelope. A box sealed with insulating tape can no longer be used after that.

Following the courier company's recommendation, we also ask you to thoroughly seal the box with adhesive tape (ideally marked "Fragile"), to prevent the device from falling out of the box.

Improperly packaged device

  1. Minimal padding under the device or a box that is too large does not guarantee protection during transport.
  2. The device is not protected from all sides.
  3. The adapter is located on the display, which may cause damage to the terminal.
  4. There is no movement barrier in the box.
  5. Incomplete or no protection of the top of the device.

The device is not under warranty

If the device is no longer within the warranty period, then it is necessary to purchase a new one by filling out the order form.