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ARCHOS/ARNOVA TERMS OF WARRANTY and AFTER SALES SERVICE

BENELUX

&

INSTRUCTIONS FOR USE OF THE AFTER SALES SERVICE WEBSITE

Updated English version:13/09/2012

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Table of contents

Terms of Warranty and After Sales Service

1. Warranty Period page 3

2. Terms of the Warranty page 3

3. ARCHOS After Sales Service for the end consumer page 4

4. After Sales Service for Retailers page 4

4.1. Defective on Arrival (DOA) page 5

4.2. Returning products under warranty page 6

4.3. Returning out-of-warranty products page 7

Instructions for use of the After Sales service website:

Myextranet.archos.com

1. First connection to the Myextranet.archos.com site: how to get your password page 8

2. Connection: if you have forgotten your password, your login, how to connect page 9

a. You have forgotten your password: page 9 b. You have forgotten your login: page 9 c. You no longer know how to connect: page 9

3. How to change your account details (address, tel. no., e-mail address, etc.) page 10

4. How to make a return request page 11

a. Manual entry of an After Sales return request page 12 b. Entry by importing a CSV file page 14

5. How to track your returns and how to do a file search page 15

a. Using the "After Sales Tracking" tab: page 15 b. Find your files using the "Search" tab page 16

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Annex

Terms of Warranty and After Sales

The purpose of these ARCHOS Terms of Warranty and After Sales Service is to define the terms and conditions according to which ARCHOS grants and implements the warranty for equipment and accessories supplied under the ARCHOS and ARNOVA brands and carries out After Sales services on the equipment and accessories.

ARCHOS refers to ARCHOS SA.

1. Warranty Period

Archos products are guaranteed for the following periods:

Product family Warranty Period

Tablet, MP3, MP4 2 years

Smartphone 2 years

Accessories 3 months

2. Terms of the Warranty

• ARCHOS guarantees the products (hardware) sold against material and manufacturing defects for the periods specified above. The customer must keep the original bill as proof of purchase for the duration of the warranty. A copy of this bill will be required to register the warranty. ARCHOS accepts as proof of purchase only bills issued by authorised dealers. For example, items such as credit card statements (Visa, MasterCard, Amex, Discovery, etc.) or bills issued by PayPal, Authorizenet.com, etc. will not be accepted by ARCHOS as proof of purchase.

• ARCHOS does not guarantee the operation of the product in the event of software being installed that is not compliant with the specificities of the product.

• ARCHOS guarantees only defects arising during normal use of the device and consequently, the warranty does not apply to: i. products with major cosmetic damage (for example, dents, cracks, scratches, etc.) and/or

traces of humidity/corrosion and any foreign bodies (for example, food, drinks, etc.) ii. products that have been subjected to incorrect or inadequate maintenance or

modification iii. software, interfaces, media, parts or equipment not supplied or approved by ARCHOS; iv. products that have been used at the wrong voltage v. any uses of the product not compliant with its nature and intended use

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• ARCHOS products are fitted with batteries with a finite number of charging cycles. This means that the battery life between charges will progressively diminish over time. ARCHOS does not guarantee batteries for a specific lifetime, given that the reduction in battery life also depends on variables beyond ARCHOS's control, such as the frequency and number of battery charge/discharge cycles,

• ARCHOS's warranty does not cover damage to the device's LCD screen. ARCHOS LCD screens may have pixel defects from the outset or these may appear over time. An LCD screen with at least four defective pixels will be considered as faulty. A defective pixel is a pixel that is permanently black or white.

• ARCHOS reserves the right to refuse any parcel considered to be incorrectly packed on receipt. Inadequate packing may cause damage to the product for which ARCHOS may not be held liable.

3. ARCHOS After Sales Service for the end consumer

ARCHOS provides the end consumer with an After Sales service from the 1st day after purchase, via a hotline and a service centre which deals with defective products covered by the warranty.

N° de Hotline consommateur

• BELGIUM : 0 78 48 51 08

• FRANCE : 01 70 99 06 77

• NETHERLANDS : +31 85 888 2986

Opening hours: Monday - Friday: 9 am to 7 pm

Procedure for the end user:

• The consumer calls the hotline

• The hotline helps the consumer to solve his problem (software upgrade, problem using the device,…)

• If the problem cannot be solved this way, the consumer is issued with a prepaid transport label. He deposits the parcel at the nearest relay point for return to the Archos repair centre.

• The device returned will be either repaired or swapped within 6 working days for a smartphone, 15 working days for a tablet.

• If an identical product is not available, a premium swap will be proposed.

ARCHOS has also introduced a commercial offer enabling consumers with a defective product whose warranty has expired to benefit from a 25% reduction on a future purchase of an ARCHOS product. This offer is only available via the website: www.archos.com

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4. After Sales Service for Retailers

ARCHOS provides an After Sales service for distributors wishing to offer their customers this service for ARCHOS products. However, we encourage dealers to advise consumers to contact Archos directly.

This service is subject to the conditions defined below.

4.1. Defective on Arrival (DOA)

Defective products returned to the dealer by an end consumer during the DOA period ("DOA product") may be returned to ARCHOS under the conditions described below.

DOA period. The DOA period begins on the day of purchase by the end consumer. It lasts ten (10) calendar days. Retailer / Distributor can return the product within 30 days.

Conditions of acceptance of a DOA Product by ARCHOS

• The product must effectively be defective. A defective product is defined as one which, in spite of a software update and reformatting, contains a defect rendering it unfit for the use for which it is intended.

• The product must be returned in its original packaging with all the accessories.

• The product must not show any signs of wear. At ARCHOS's discretion, an exception may be made for very minor signs of wear (for example a maximum of two scratches).

• Presentation of the proof of purchase stamped with the date of receipt of the product by the Distributor.

• Return within the DOA period.

• Compliance with the terms of the warranty.

• ARCHOS must be provided with a diagnosis showing that the product is in fact faulty.

• Product accompanied by a return number issued by the dedicated After Sales web portal: https://myextranet.archos.com

Conditions for the return of a DOA Product to ARCHOS

• Grouping and regular delivery of products to ARCHOS's collecting point :

Transports DANDOY

Zone 5 Mollem 515

B-1730 MOLLEM

• Products packaged in such a way as to protect them from any damage.

• Carriage costs are payable by the dealer.

Treatment of a DOA Product by ARCHOS

• DOA products returned to ARCHOS will be credited to the account invoiced by ARCHOS at the latest purchase price.

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• Products returned which do not meet the above-mentioned conditions will be returned to the dealer as received.

• The data stored in the device may be lost. ARCHOS may not be held liable for such data loss.

• SIM cards, 3G cards and cases or covers must not be returned with the device. ARCHOS may not be held liable in the event of such items not being returned.

4.2. Returning products under warranty

Defective products returned to the dealer by an end consumer during the warranty period may be returned to ARCHOS under the conditions described below.

Warranty period The warranty period begins on the day of purchase by the end consumer. Its term is defined in section 1.

Conditions of acceptance of a Product under warranty by ARCHOS

• The product must effectively be defective. A defective product is defined as one which, in spite of a software update and reformatting, contains a defect rendering it unfit for the use for which it is intended.

• The product must be returned in appropriate protective packaging.

• The product must be returned with its mains cable.

• Presentation of the proof of purchase stamped with the date of receipt of the product by the Distributor.

• Return within the warranty period.

• Compliance with the terms of the warranty.

• ARCHOS must be provided with a diagnosis showing that the product is in fact faulty.

• Product accompanied by a return number issued by the dedicated After Sales web portal: https://myextranet.archos.com

Conditions for the return of a Product under warranty to ARCHOS Grouping and regular delivery of products to ARCHOS's collecting point :

Transports DANDOY

Zone 5 Mollem 515

B-1730 MOLLEM

• Products packaged in such a way as to protect them from any damage.

• Carriage costs are payable by the dealer.

Treatment of a Product under warranty by ARCHOS

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• Products under warranty returned to ARCHOS will, depending on availability and at ARCHOS's discretion, be repaired or swapped for an identical or equivalent item. If a swap is impossible, Archos may opt to issue the dealer with a credit note. ARCHOS will do its best to meet the following turnaround times (TATs):

o Tablets: 15 working days o Smartphones: 6 working days

• Products returned which do not meet the above-mentioned conditions will be returned to the dealer as received.

• The data stored in the device may be lost. ARCHOS may not be held liable for any such data loss.

• SIM cards, 3G cards and cases or covers must not be returned with the device. ARCHOS may not be held liable in the event of such items not being returned.

4.3. Returning out-of-warranty products

Any product return which does not meet the warranty terms will be treated as an out-of-warranty return.

Out-of-warranty products returned to the dealer by an end consumer may be returned to ARCHOS under the conditions described below.

Conditions of acceptance of an out-of-warranty Product by ARCHOS

• The product must be returned in appropriate protective packaging.

• Product accompanied by a return number issued by the dedicated After Sales web portal: https://myextranet.archos.com

Conditions for the return of an out-of-warranty Product to ARCHOS

• Grouping and regular delivery of products to ARCHOS's After Sales collecting point :

Transports DANDOY

Zone 5 Mollem 515

B-1730 MOLLEM

• Products packaged in such a way as to protect them from any damage.

• Carriage costs are payable by the dealer.

Treatment of an out-of-warranty Product by ARCHOS

• ARCHOS or the repair centre will send the dealer a quotation and as soon as payment is received, the product will be repaired and sent back to the dealer.

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Instructions for use of the After Sales service website:

Myextranet.archos.com

1) First connection to the Myextranet.archos.com site: how to get your password

Contact our customer service department at this address: archos-extranet@archos.com Or go directly to our registration page by copying this e-mail address into the address bar of your browser (Explorer/Bing/Chrome/Mozilla): https://myextranet.archos.com/requestNewAccount?l=2 Complete the following fields and click on "Send request":

As soon as the message is received, an e-mail will be sent to the address you have just entered. This e-mail will give you a connection login, corresponding to your e-mail address, and your password. There can only be one user per company and one e-mail address. You can use generic e-mail addresses, such as: ServiceRMA@magasin.com, but be careful to choose one that corresponds only to one postal address.

NB: the postal address you enter must be the address where you wish us to send repaired or replacement devices. This address is secured in the system and cannot be changed without the validation of our Customer Service department. You can now connect to https://myextranet.archos.comwith your e-mail address and password in order to:

- Make return requests - Track your files

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2. Connection: if you have forgotten your password, your login or how to connect

a. You have forgotten your password:

Go to our website: https://myextranet.archos.com

Click on I have forgotten my password. An automatic e-mail with a new password will be sent immediately.

b. You have forgotten your login (e-mail address):

Send a message to the customer service department at: archos-extranet@archos.com and enter as the Subject of your e-mail: LOGIN FORGOTTEN.

c. You no longer know how to connect:

Simply go to https://myextranet.archos.com. We suggest that you create a bookmark for this address in your browser.

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3. How to change your account details (address, tel. no., e-mail address, etc.)

Go to our website: https://myextranet.archos.com

Click on the "My Account" tab

Here you can change your personal details, the address for returning products and your password very easily.

For security reasons, a change of address will not apply automatically. It will be subject to validation by our Customer Service department, in order to avoid the possibility of fraud. This is because products will be sent to this address.

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4. How to make a return request

Click on the tab: New After Sales

You can choose either to enter your request manually or to import a CSV file.

In both cases, you will need to provide the following details:

- The Archos part number, for example: 502018 - The product name will appear automatically - The product serial number - The date when the product was purchased by the end consumer - The wholesaler or distributor that supplied this product (leave this field empty if you

are a direct customer). - The fault diagnosis given when the product was returned - Enter any comments in the free text box - Your internal file tracking number

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Reminder of fault codes:

a. Manual entry of an After Sales return request

In the "New After Sales" tab, select "Manual Entry":

Enter the details above as shown below.

Code Panne Code errors

1 panne écran Faulty panel

2 panne écran tactile Touch screen  defect

3 panne boutons Buttons error

4 batterie défectueuse Faulty battery

5 pas de son No sound

6 pas de mise sous tension No power

7 écran cassé Lcd broken

8 connecteur cassé Connector broken ( dc-in or usb)

9 problème logiciel Software issue

10 blocage des le  démarrage Hang up 

11 ne prend pas la charge Doesn't charge

12 chargeur défectueux Defective power supply

13  Autres: ajouter commentaires Others: add comments

14 NFF NFF

15 GPS défectueux GPS Trouble

16 Wifi défectueux WIFI trouble

17 Bluetooth défectueux BLUETOOTH issue

18 Vibreur défectueux Vibrator  issue

19 Port de connexion defectueux (SD/SIM1/SIM2) slot defective(SD/SIM1/SIM2 )

20 Camera défectueuse Faulty camera

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Save the line entered by clicking on the white cross in the blue box. You can then enter a new line.

To make a correction in one of the lines, simply double-click on it. Save your changes by clicking on the tick mark in the green box.

To cancel a line, click on the white cross in the red box.

To delete a return request completely, click on the red button "DELETE THIS REQUEST".

When you have finished entering your data, save your request ("Save automatically" button). This saves your request, which will then appear in the "After Sales Tracking" tab as not sent, which means that you can still make changes or add products to send back. On the other hand, when you click on the "Send request" button, your return request will be sent to Archos's Customer Service department. From then on, it can no longer be modified.

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b. Entry by importing a CSV file:

How to create a CSV file: Simply save your file in Excel in CSV format. To do this, simply change the type of document in the box just underneath the file name.

The CSV file must not contain any column names. The data must be transferred directly in lines in the following order:

- The Archos part number, for example: 502018 - The product name will appear automatically - The product serial number - The date when the product was purchased by the end consumer - The wholesaler or distributor that supplied this product (use the wholesaler codes

provided – if a direct customer, use this code). - The fault diagnosis given when the product was returned - Enter any comments in the free text box - Your internal file tracking number

Save your source file, then use the "Browse the web page" function to import your file. To successfully import the file, it is important that the file is not open when you import it. A confirmation message will tell you whether it has been imported correctly. Once your return request has been validated, you will automatically be switched to the "After Sales Tracking" tab. Here you will be able to consult your request and especially print out return labels to affix on each product as well as the packing list for each consignment.

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All returns must include a batch number, if several products are being returned together, or a product return number. Any consignment which does not include one of these numbers will be refused.

5. How to track your returns or how to do a file search

a. Select the "After Sales Tracking" tab:

Files awaiting validation and validated requests will appear as shown above. Files still awaiting validation can be re-opened for correction or completion, then validated. Validated files can be tracked by clicking on "Details". A window will open giving the status of the file product by product.

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b. Find your files using the "Search" tab

Several search criteria may be used:

- Product part number - Your internal reference number - The return no. allocated by Archos (beginning with ARN or RET) - The tracking no. for a product that has already been returned - Request no. or batch no. - Serial no. - Your product's processing status.

In this window it is possible to search and extract according to the criteria selected: Simply click on the "EXPORT" button. This will create a CVS file. If you wish, you can then convert this file into an Excel file.

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Meaning of statuses:

RMA ISSUED RMA en attente de reception RMA - products to be received

REC Appareil reçu Device received

INFO NEEDED Dossier incomplet Information missing

DIAG PROGRESS En cours de traitement Device being processed

TRADE IN Produit hors garantie Device out of Warrenty

QUOTE Devis établi Repair quote provided

SWAP PROGRESS En cours d'échange Swap in progress

UPGRADE PROGRESS En cours d'échange Swap in progress

RETURN Produit retourné Device returned

PROMO CODE Code Promotion envoyé Promotion code sent

CREDIT NOTE Avoir en cours Credit note in progress

SWAP Echange effectué Swap made

UPGRADE Echange effectué Swap made

EXPEDITION Appareil expédié Device has been sent

INFO NEEDED 1ST RECALL Dossier incomplet - Rappel Reminder - Insufficient information provided

INFO NEEDED 2ND RECALL Dossier incomplet - Rappel Reminder - Insufficient information provided

INFO NEEDED 3RD RECALL Dossier incomplet - Rappel Reminder - Insufficient information provided

TRADE IN 1ST RECALL Offre de Reprise - Rappel Reminder - Trade in offer provided

TRADE IN 2ND RECALL Offre de Reprise - Rappel Reminder - Trade in offer provided

TRADE IN 3RD RECALL Offre de Reprise - Rappel Reminder - Trade in offer provided