Warranty Policy

 

Summary Description

At Cramer, we prioritize collaboration and effective communication with our customers. Ensuring accuracy in product information is fundamental to our commitment to providing seamless warranty claim processes. Below is our dedication to enhancing the warranty claim process and guaranteeing precise information dissemination for prompt issue resolution. Cramer pledges to repair the Cramer Product listed below in the event of defects in materials or workmanship for the specified period. This policy governs the relationship between Cramer and its Distributors, Dealers, Authorized Service Centers, and Owners. This commitment underscores our dedication to delivering reliable products and exemplary customer 
service. We believe in transparency and accountability, ensuring our customers receive the utmost support and satisfaction throughout their ownership experience with Cramer products.

 

Products and Warranty Periods

Cramer Vehicle warranty may be transferred to subsequent purchaser. To be eligible for the extended warranty transfer, the vehicle must have been registered by the original owner at the time of purchase. This requirement ensures that the extended warranty can only be transferred if the original owner formally registered the vehicle with Cramer at the time of acquisition.

The following time periods apply from the original date of purchase. If proof of purchase cannot be established, proof of the most recent transaction date or manufacturers date will apply

 

Products	Residential*	Professional**
OPTIMUS – Zero Turn Unit (incl. Built-In Battery)        Chargers	3+2 Years or 700hrs*** 3+2 Years***	2+3 Years or 2000hrs*** 3+2 Years***
OPTIMUS –  Walk-Behinds / Handheld   Walk-behinds / Handheld     “CORE” Batteries         Chargers	3+2Years*** 3+2 Years***   3+2 Years***	1+1 Year***  2+3 Years*** 2+3 Years***
Charging Solutions Charge Link Energy Cube	3+2 Years*** 3+2 Years***	2+3 Years*** 2+3 Years or 2000 Cycles***
82V / 48V Walk-behinds/ Handhelds/ Vehicles Click-In Batteries Chargers	3+2 Years*** 3+2 Years*** 3+2 Years***	1+1 Year*** 2+3 Years*** 2+3 Years***
Robotics AiConic RM - Models	3+2 Years***  3+2 Years***	3+2 Years***  3+2 Years***

 

*Residential: private user.
**Purchase only with tax number and company name. Usage of Device 3 days and more per week.
***Extended warranty period after product registration and maintenance program (ZTR and AiConic)

Instructions for Obtaining Warranty Service

Contacting Warranty Service:
When you require assistance from Cramer, please use the most convenient option below. Additionally, we encourage you to explore the resources available on your dealer portal for further assistance.
Call +49 (0) 6150-18346-66 - you will be prompted for 2 different options after dialed #2.

Dial #1 – After-Sales
Dial #2 – Customer Service

Email, please select the email address according to your country:service.eu@globetech.com (Main for EU)
service.de@globetech.com (Germany)
service.fr@globetech.com (France)
service.it@globetech.com (Italy)
service.se@globetech.com (Sweden) 
service.uk@globetech.co.uk (UK)  

Please ensure you list the following in the mail.
•    Unit ERP/Model Number
•    Unit serial number
•    Product Registration number if applicable
•    End user’s name.
•    List all troubleshooting that has been performed.
•    Representative’s name who we can speak to regarding the unit.
•    If the unit is  deemed unrepairable, please provide explanation of the conclusion         reached.
•    Comprehensive information about the issue including all relevant details.

Dealers working directly with Distributors.
•    For all questions regarding warranty, parts or purchase orders please contact your distributor directly.

Dealer Direct working with Cramer.
•    If parts are not in the IPL or ARI, and are missing from an IPL, please email us by choosing one of the Email addresses above (according to your country)
•    If you would like to know parts availability and pricing, please email customerservice@globetech.com

Required Documentation and Information for Warranty Claims
•    Warranty claims require the unit’s serial number to be on record.
•    Any extenuating circumstances will be reviewed and approved by Cramer.
•    Large battery replacements for vehicles require the serial number of the original battery, the new battery, and the unit. This information should be added to the “failure description box” when filing the warranty claim.

Return of Warranty Items
Once the warranty claim has been approved and paid, please keep the items up to 45 days for eventual inspection.

Batteries and Chargers:
•    All batteries must be tested with the battery diagnostic tool. Proof of the diagnostic result and the software version used for testing must be provided.
•    Non-Conformance batteries and chargers will be replaced by Cramer.

Warranty Exclusions, Limitations

The following items and conditions are not covered by our warranty:

• Repairs or replacements carried out by unauthorized persons. 
• Any failure that results from accident, impact, abuse, misuse, 
  neglect, mishandling, dulling of cutting edges, or failure to operate, 
  maintain, update, or store the product in accordance with the 
  information provided in the instruction manual supplied with the 
  product.
• Repairs made necessary by normal wear, improper maintenance, 
  improper lubrication, improper storage, dirt, abrasives, impact, 
  moisture, water, water mineral deposits, rain, snow, freezing, rust, 
  corrosion, varnish, carbon deposits, oil deposits or other similar 
  conditions.
• Any product or part that has been altered, misused, neglected, 
  requires replacement, or repair due to accidents or lack of proper 
  maintenance.
• Pickup and delivery charges unless otherwise specified. • Failure to follow the charging instructions. 
• This warranty does not cover the damage resulting from 
  modification, or unauthorized repair. 
  Failures caused by outside influence, including, but not limited to, 
  weather; storage practices, contamination; or the use of 
  unapproved lubricants.
• Improper voltage for electric products and batteries that have been 
  exposed to temperatures beyond those specified in the product’s 
  instruction manual, batteries that have not been properly charged 
  or batteries that have reached their useful life. 
  This warranty does not cover normal deterioration of the exterior 
  finish, including but not limited to scratches, dents, paint chips, or 
  to any corrosion or discoloring by heat, abrasive, and chemical 
  cleaners. Products with unauthorized programming for this product, 
  including parameter changes, aftermarket programming or 
  adjustments, or any unauthorized modification of components, 
  electronic, or software. 

Warranty Claim Submission
To streamline the warranty claim process and maintain accountability, Cramer mandates that all claims must be filed within 30 days of repair. Additionally, Cramer reserves the right to request supporting documentation to verify the service completion date. We reserve the right to modify or amend this warranty policy at any time without prior notice.

Owner Responsibilities
It is crucial to maintain Cramer products by following the maintenance procedure outlined in the product instruction manual. The procedures are designed to ensure optimal performance and longevity of your equipment. Routine maintenance expenses are the responsibility of the owner.

General Conditions
All  repairs covered by these warranties must be performed by an Authorized Cramer Service Dealer using Cramer approved replacement parts. Cramer is not liable for indirect, incidental, or consequential damages in connection with the use of the Cramer Products covered by these warranties, including any cost or expense of providing substitute equipment or service during reasonable periods of malfunction or non-use pending completion of repairs under these warranties.