سياسة شركة مؤسسة العيسائي للتجارة

Our Dear Customer,

Please, read Alesayi Trading Corporation Policy.

Article (1) Sale Provision Policy:

–       Install the Energy efficiency card (Colored) on the glass of rear left door to all vehicles displayed, or on the glass of driver door for the two-door vehicle.
–       Place the vehicle specification/ price card in between of windshield and steering wheel.
–       Disclose any devices or accessories locally equipped to any vehicle, including Country of Origin. Details will be placed on the glass of the left rear door, or on the glass of driver door for the two-door vehicle.
–       Install labels on accessories displayed, which shall contain prices and Country of Origin.
–       Disclose any repair(s) carried out to any new vehicle and place information on the glass of the left rear door, or on the glass of driver door for two-door vehicle and.
–       Commitment to the agreed delivery date.
–       Allocate convenient place for delivery of vehicles to customers.
–       The client should sign for acknowledgement to confirm his knowledge of concerning repairs and his acceptance to purchase the vehicle.
–       The client should sign on confirmation of receipt of vehicle with complete equipments, such as accessories, tools kit and spare tire.
–       Place the form designated by the Ministry on the windshield and in front of the steering for the displayed used cars. The form will be containing all required information.

Warranty:
The Manufacturer’s warranty for the vehicle is not less than two years or running a distance determined by the Manufacturer’s or to be determined by a decision issued the Minister, according to the vehicle type, whichever comes first.

ATC Provides manuals of the Manufacturer’s Warranty and the technical instructions in Arabic language ‘basically’ and in a clear and understandable formulation to the consumer, as well as providing the consumer with a matching copy in English language.

Article (2) Provision of Spare Parts:

The Company is committed to provide affordable spare parts permanently, which usually are demanded by consumers.
1.       If the spare parts are rarely demanded, the Company should provide such spare parts at reasonable prices within a period of not more than fourteen (14) days from the date of the consumer’s request, except the parts that are manufactured specially for the consumer, or those with a special technical specifications, then the Company will agree with the consumer in writing for a reasonable period to provide such spare parts.
2.       The level of consumers demand for spare parts will be determined, based on one or more of the following:
·         The nature of the spare part and the needs to be changed periodically;
·         Record of sales and quantities demanded by consumers during the same period of the previous year;
·         Record of sales and quantities demanded by the consumers during the (3) three months prior to date of request.
3.       All spare parts boxes must be sealed and contain the Country of Origin.
4.       Place a board in appropriate spot include terms of refund the spare parts and the time limit, as determined by the Ministry.
5.       Create database of spare parts prices and link it to the Ministry website.
6.       It should be clearly determined ‘in writing’ in a separate document, the provisions and the warranty period for spare parts, and in conformity with the Manufacturer’s policy.

Restrictions to the Provision of Spare Parts
In emergency conditions, the Company may develop restrictions to the provision of spare parts, taking into account the meet of the consumers’ demands, after fulfillment of the following:
–       Submit a written requisition to the Ministry showing the reasons for these restrictions, as per the form adopted by the Ministry.
–       Obtain written approval from the Ministry.

Article (3) Providing Maintenance:

1-      Skills and Resources
The Company is committed to carry out maintenance to the item with appropriate financial cost, and employ professional skills and provide the necessary resources to ensure the quality of maintenance.
2-      Record of Maintenance Work
Create a record that includes all maintenance work carried out to such item, organize this record and set out its purposes, as determined by the Ministry.
3-      Starting the Maintenance

If consumer request booking an appointment for maintenance, Service division should document this request and set a date to start conducting the maintenance. If the maintenance is only carrying out by the Agent, Service division should begin conducting of maintenance within a period not later than seven (7) days from the date of submitting the application.

4-      Completion of the Periodic Maintenance Work
1.       The Company is committed to complete the periodic maintenance to the item within the adopted period by the Manufacturer’s.
2.       Service division should conduct examination and checking to the item and determine the date of completion of periodic maintenance and cost within an hour from time of receiving the item, an appointment and cost should be determined in a separate doc and shall be signed (next to time and cost) by both the Service division and the consumer.

5-      The Completion of the Maintenance Work (non-periodic)
1.       If the consumer brought his item to maintenance center at the time referred in paragraph (3) to perform maintenance (non-periodic), Service division should determine time of completing examination and checking the item, then set a time of finishing the maintenance work (non-periodic) and cost.
2.       Set up appointments and cost referred to in clause (1) shall be written in a separate document and shall be signed (next to time and cost) by both of Service division and the consumer.

6-      General Services in Maintenance
1.       The Company is committed to provide the following services free of charge:
·         Direct and quick means of communication;
·         Articulate the fee of examination and inspection fee when booking appointment, if any;
·         Estimate the maintenance work cost, spare parts and additional works that occur during the maintenance accurately and in a documented manner. The consumer may not be oblige to pay for maintenance costs that not been agreed upon;
·         Provide maintenance work information in writing;
·         Articulate the ‘warranty coverage’ of the maintenance provided, and its duration.
2.       Service division should handover the consumer when brings his item a document that shows the condition of its chassis, and should maintain the item during the maintenance work, and should take necessary precautions. Service division will bear liability in the event of encroachment and/ or negligence.

7-      Old Spare Parts
Consumer has the right to see the old part in case that he wasn’t pay the price of the alternative (the new part), and should handover the old part to him if he paid for the new part. If the old part constitutes a harmful to the environment, Service division should deal with, or dispose of in a safe manner.

8-      Duration of Manufacturer’s Warranty
1.       The Manufacturer’s warranty for the vehicle is not less than two years or running a distance determined by the Manufacturer’s or to be determined by a decision issued the Minister, according to the vehicle type, whichever comes first.
2.       The Manufacturer’s warranty for the item must not be less than two years or running a distance determined by the Manufacturer’s or to be determined by a decision issued the Minister, according to the vehicle type, whichever comes first.
3.       The (MW) period should be extended to an equivalent period to the delay in providing the spare parts or starting or completing the maintenance work, or the period of repairing the defect that has occurred on the item.

9-      Transportation of the Defective Item
If occurs a defect to the item covered by the (MW), the Company is committed to do the following, free of charge:
1.       Transport the item that could not be transported safely by ordinary means to the Company maintenance center, and then brings it back to the consumer after maintenance. If the item large-size, maintenance can be conducted at the consumer site.
2.       Transport the item and return it to the consumer after completing the maintenance if the nearest service center of the Company or an authorized party exceeds (100) one hundred kilometers from the city or the province where the consumer resides therein. If item a vehicle, the company is committed to transport it to maintenance center.

10-   Providing Additional Warranty
If occurs a defect to the item covered by the (MW), and not been treated professionally by the Company, the Company shall be responsible for providing the (MW) for this defect and the relevant consequences for an additional year following the expiration of the warranty.

11-   Defect in the Item or Vehicle
1)      If the Company neglected, or be unable, or failed to fix a recurrent defect, or more than a one defect in the vehicle or item included in the (MW), the consumer has the right to obtain a new alternative vehicle or item in the same category and specifications of the original one, or the value at the time of purchase and in accordance with the following conditions:
a.       Repeatable of certain defect, or existence of more than a single defect that may result to ‘total or extreme lack of’ utilizing of the item or the vehicle, or would affect its market value or safety of use;
b.       The Company would has exhausted two attempts to repair the frequent defect in the item, and (4) four attempts to repair the frequent defect in the vehicle, or the attempts to repair the multi defects would take more than (15) fifteen days for the item, and (25) twenty-five days for the vehicle, not including the time required for the provision of spare parts.
2)      If the consumer chooses to obtain a new alternative item or vehicle with the same original category and specifications, then he must pay a fair amount for using the present item or vehicle. This amount will be determined by an agreement between the consumer and the Company, taking into account, the duration and nature of use.
3)      If the consumer chooses to obtain the value of the item or vehicle at the time of purchase, then a fair amount will be deducted versus the usage of the present item or the vehicle, and this amount will be determined by an agreement between the consumer and the Company, and taking into account the duration and nature of use.
4)      The alternative item and/ or the alternative vehicle are subject to the same provisions stipulated in this Article, as from date of handed over to the consumer.

12-   Providing Alternative Item or Financial Amount
If the consumer could not benefit from the item, then the Company will provide an alternative item of the same category (including the vehicle), or to pay to the consumer an amount equivalent to: (1 ÷ 400) of the value of the item at the time of purchase, and in the following cases:
a.       The Company does not fulfill any of its obligations to provide spare parts prescribed in paragraphs (1, 2) of Article (2), for each day of delay;
b.       The Company fails to comply with any of the deadlines prescribed in paragraphs (3), (4) and (5) of Article (3), for each day of delay;
c.       If occurs a defect to the item which covered by the (MW), for each day the consumer does not benefit from the item.

13.   Disclosure
Without prejudice to the provisions of the applicable regulations, the Company is committed to the following:
a.       Articulate the prices of items in a conspicuous place at sale centers and on the website. If the item a vehicle, the Company will also state its price and specifications in a clear and large writing;
b.       Articulate the consumable spare parts prices at sales outlets, maintenance centers and on its website for other spare parts;
c.       Articulate the costs of periodic maintenance and the equivalents and its duration, ‘as per cases’ in a prominent place at maintenance centers and on the website;
d.       Disclose “in writing” in a clear and understandable manner for any defect or change into the Item offered for sale, and/ or item which the Company is selling, taking into account the approved standard specifications. If the item being a vehicle, the Company will also clearly disclose, on the side window of the vehicle, about the additional parts (accessories) manufactured by other than the original manufacturer’s, as well as the place where they were manufactured and fitted therein, and embed that in a separate document during the selling process and shall be signed on by the consumer.

14.   Complaints Unit and Record – (Consumer Complaints)
The Company is committed to the following:
a.       Establish a unit to receive a consumer’s complaints;
b.       Create a log of consumers’ complaints for recording all received complaints, and shall be clearly classified;
c.       Naming a liaison officer with the Ministry for this purpose;
d.       Retain the record of complaints for a period of five (5) years at least, and the specialists’ representatives of the Ministry have the right to review it.

15.   Settlement of Complaints Mechanism
The Company is committed to set out a clear procedural mechanism for the settlement of consumers’ complaints, with its commitment towards the consumer and the Ministry, Without imposing any fees to the consumer. This mechanism should include the following:
a.       Respond to complaints quickly and effectively;
b.       Articulate the information and the necessary actions for the submission of complaint;
c.       Keep the consumer informed about a course of complaint and any related progress every five (5) days, at least;
d.       Appoint an expert if necessary, and notify consumer for such appointment within three (3) days;
e.       Notify the consumer “in writing” about the acceptance of the complaint within a period not exceeding thirty (30) days from the date of submission, and fulfill the obligations without delay, or reject the complaint, along with a statement of reasons.

16.   Use of Technical Expertise
The Company is fully aware that the Ministry may set out a mechanism for asking the assistance from the technical experts for opinion about the consumers’ complaints relevant to technical matters.

17.   Best Advantages
The Company is fully aware that commitment to these provisions does not prejudice any policies or provisions that grant better advantages to the consumer, in accordance to the Manufacturer’s policy.

Recall of Vehicles and their Accessories and Spare Parts

1.       The Company thereof is committed to notify the Ministry “in writing” for any recall of products within a period not exceeding ten days as of the commencement of recalling, and shall open the recall file promptly.
2.       The recall file may not be closed, unless permitted by the Ministry.
3.       The notification shall include the types that covered by the recall, the number of products of all kinds, in which imported and sold in the Kingdom along with a description of the defective part, and causes of the defect and potential risks that may result from this defect.
4.       Announce the ‘Recall’ in more than single local newspaper, more than once, in a manner that covers the entire Kingdom’s regions within a period not exceeding ten days as of the commencement of recalling. The announcement shall include the following:
–       Name and logo of the Manufacturer’s;
–       Full name and address of Agent;
–       Name of the product and country of manufacturing;
–       Description of defect and potential risk;
–       Company telephone number (hot line) and fax number at least, in order to enable user to contact, enquire, and seek help for repairing;
–       Instructions that the user must follow to avoid any risk until the completion of the repair process.
5.       In cases of recalling vehicles, only; the Company shall inform the clients by phone, registered mail or e-mail regarding such recall. No user may claim lack of knowledge, unless address thereof is proven with the Company and without being informed for recalling.
6.       The Manufacturer’s and (ATC) are committed to recalling, repair, and replace the defective part of the product free of charge and no matter of warranty period.
7.       If the place of residence of the user exceeds a distance of 80 km from the Company’s nearest certified workshop, ATC shall pay all charges of transportation or send technicians to the place where the user resides therein.
8.       The Company is committed to provide the Ministry with a monthly report for the achievements during the recalling processes, including number of products which been recalled and repaired.
9.       The Manufacturer’s Company shall bear all costs arising from the recalling process, including the announcement charges.
10.   The Company is committed to receive and handle the users’ complaints with great interest. In case of recurrence of defect for three times, the Manufacturer’s shall be informed and the Ministry shall be provided with a copy of the notification within a period of not more than a week from the date of submitting latest complaint.