It's broken, what now? How to file a complaint.

A broken device is not the end of the world - regardless of whether it is still under warranty or the warranty period has expired. Our service department will help you in any situation. 

In this article, we would like to introduce you to our new service procedure - improved with an online complaint submission form. 

Warranty repairs

The way you submit a complaint is up to you. You can do it via email or by phone by calling our service number: 570-650-950, however, we recommend using the form found on the website https://reklamacje.casada.pl 

In response to your submission, you will receive an SMS and an email with further guidelines. 

• If the device is under warranty and less than 2 years have passed since the date of purchase, our service team will contact you to arrange a collection date for the device by a courier company. 
  
  
• If the device is under warranty and more than 2 years have passed since the date of purchase, you will receive an email and SMS from us with the service address. 

Once your device reaches us, you will receive an email and SMS confirmation along with a link to track the status of your device repair. 

In both cases, if a warranty repair is performed, the device will be returned to the owner at our expense, and you will receive an email and SMS notification. 

If a defect not covered by the warranty is diagnosed, we will contact you by phone to present the situation and a repair estimate. 
The repair will be carried out upon your approval.  

Post-warranty repairs / non-warranty repairs

For post-warranty repairs and repairs of defects not covered by the warranty, the complaint submission procedure is identical. You can do it by phone, email, or by using the complaint submission form - which we recommend - found on the website: https://reklamacje.casada.pl  

In response, you will receive an email and SMS from us with the service address to which you must send the device. 

Once we receive the device, you will receive an email and SMS notification along with a link to track the repair status. 
Before carrying out the repair, we will contact you by phone to provide a cost estimate. 

Practical tips

Remember to properly pack your device for transport, preferably in a cardboard box, not necessarily the original one. 

Wrapping the device in a trash bag or stretch film does not protect it from damage that may occur during its journey to the service center. The mechanism and plastic components can be broken, and the upholstery torn or scratched. 

If you are shipping devices to us yourself, make sure the package includes your contact details along with your phone number. It happens that labels are illegible, and in such a situation, we have no way to contact you. We cannot return the device or get in touch with you to discuss a paid repair estimate. 

In such a situation, the device sits in our service center waiting for its owner to be found. 

Massage chair service

The service of massage chairs is a different case than handling complaints regarding small devices. 

In the event of a massage chair defect, you can of course use the complaint form, but here, direct contact with our service department is unavoidable - especially in the case of devices under warranty. 

Warranty repairs for massage chairs are performed on-site at the Customer's location. If, for technical reasons, this is impossible, the chair will be collected by us for service and delivered back to the Customer after repair. 

In the case of post-warranty service for massage chairs, repairs are arranged with Customers individually. If possible, we perform them on-site. For older models, we bring the devices to the service center to properly diagnose the fault and order the necessary parts from our central warehouse.

Now the complaint handling procedure holds no more secrets for you!