Technical Support and Complaint Policy

Version 1.0 · Effective 1 September 2026 · Applies to orders placed on or after this date.

Read together with our Warranty Claim Policy and Terms and Conditions.

1. Why this policy exists

A part may cost PKR 300. Proving that the part is good does not.

When a complaint reaches us, a qualified engineer has to take the unit to the bench, build the same circuit or setup the customer built, power it, measure it, and document the result with photographs and video. On a simple module that is one to two hours. On a meter, oscilloscope, power supply, or an embedded board it can be a full day, and on an intermittent fault it can be several days.

We are happy to do this when there is a real fault. That is our job and our warranty covers it.

What we cannot absorb is bench time consumed by complaints that were never faults — a device that was wired backwards, a setting that was never changed, a claim made without ever opening the box, or a claim that is simply not true. That time is paid for out of the margin on every other honest customer's order.

This policy sets out, in advance and in writing: what support you get free, always; what a complaint costs only if the unit turns out to be working; and what happens when a claim is fabricated.

2. Free support — always, no charge, no limit

We do not charge for any of the following, and we never will:

1. Written or WhatsApp guidance on how to connect, power, and operate a product you bought from us.
2. Datasheets, pinouts, wiring diagrams, driver files, and sample code we hold.
3. Telling you which product is right for your project before you buy.
4. Any complaint where a genuine fault, wrong item, missing item, or transit damage is confirmed.
5. Replacement or refund handling on a confirmed fault, under the Warranty Claim Policy.
6. Telling you honestly that a product will not do what you want it to do.

Students: if you do not know how to operate a product, that is not a crime and we will not treat it as one. Ask. Written help is free. See section 9 for the student concession on paid sessions.

3. Definitions

4. How a complaint is handled

Step 1 — You report it. WhatsApp message to 03228222446 (11:00 to 20:00, message only), with your order number, the unboxing video, the first-use video, clear photographs of your connections, and a plain description of what you expected and what happened. These video requirements already exist under the Warranty Claim Policy.

Step 2 — Free triage. Within one working day an engineer reviews what you sent. In most cases we identify the issue from the photographs alone and tell you the fix. This costs nothing.

Step 3 — We quote before we work. If triage cannot resolve it and the unit must come to the bench, we tell you in writing what we are going to test, roughly how long it will take, the fee that will apply only if no fault is found, and the Verification Deposit, if one is required.

Step 4 — Your decision. You may approve the verification, or withdraw the complaint at no cost whatsoever. Before bench work begins, withdrawing is always free, and we will not hold it against you. No charge under this policy can ever arise before this step. Nothing is billed to you without your written approval first.

Step 5 — We test and document. We produce a written test report and video evidence.

Step 6 — Outcome.

• Genuine Fault → replacement or refund per the Warranty Claim Policy. All fees waived. Any deposit refunded in full. Return courier at our cost.
• No Fault Found or Operator Error → the quoted fee applies. We return the working unit with the report, and we explain what to do differently so it works for you.
• False or Fabricated Claim → section 6 applies.

5. Schedule of charges

Charges apply only after Step 4 approval, and only in a No Fault Found, Operator Error, Misuse, Out of Scope, or False Claim outcome.

Fair-cost caps and rules

1. Total cap. Charges under this policy will not exceed PKR 25,000 per complaint unless you agree a higher figure in writing in advance.
2. Proportionality cap. For an item invoiced under PKR 2,000, charges will not exceed PKR 3,500 in total, unless the claim is a False or Fabricated Claim.
3. First-time forgiveness. On a customer's first No Fault Found or Operator Error outcome, the S-1 or S-2 fee is waived entirely. Everybody gets one. We would rather teach you than bill you.
4. Genuine estimate, not a penalty. These figures are a pre-estimate of the actual cost of engineer time, bench occupancy, consumables, and courier. They are not punitive, and where our actual cost is lower, we charge the lower amount.
5. Fractional billing. S-3 and S-4 are billed in half-hour and half-day units respectively, not rounded up to the next whole unit.

6. False and fabricated claims

A False or Fabricated Claim means a complaint that, on the evidence, the customer knew to be untrue when it was made. It is a deliberately narrow category. Honest confusion is never a false claim. Examples of what is a false claim:

1. Claiming an item is dead or missing when the sealed unboxing video, packing record, and weight log show otherwise.
2. Submitting photographs or video of a different unit, a different product, or material taken from the internet.
3. Claiming warranty on a unit not purchased from digilog.pk, or on a unit whose serial or markings have been altered or removed.
4. Concealing known misuse (over-voltage, reverse polarity, water damage, or a unit already opened or repaired elsewhere) and asserting the unit failed on its own.
5. Repeating an identical complaint that has already been tested, documented, and shown to the customer as no-fault, without any new evidence.
6. Claiming non-delivery of an order confirmed delivered by courier proof of delivery and signature.

Consequences

• The full verification fee (S-1 to S-5) plus the A-1 administrative charge of PKR 5,000.
• Courier both ways at actual cost. No restocking waiver, no goodwill credit.
• Cash on delivery may be withdrawn from the account; future orders on advance payment only.
• Repeated false claims: the account may be closed and future orders declined. We will tell you in writing before we do this.
• In serious cases we reserve the right to pursue recovery of our costs and any other remedy available to us in law. We would much rather not.

7. How charges are collected

1. Verification Deposit. For any complaint requiring S-2 or above, we may ask for a refundable deposit equal to the quoted fee before bench work begins. If a Genuine Fault is confirmed, the deposit is refunded in full, within 3 working days.
2. Deduction from refund or credit. Where a refund or credit is due to you, approved charges are set off against it and the balance released.
3. Invoice. Otherwise an invoice is issued, payable within 7 days.
4. Release of goods. We will not hold your property hostage. A no-fault unit is returned to you on payment of the courier charge alone; any remaining fee stays as a normal invoiced debt.
5. No surprise billing. No charge is ever applied that you did not approve in writing at Step 4.

8. Your right to challenge the result

1. You may request the full test report, measurements, and video for any verification you were charged for. It is yours, free of charge.
2. If you disagree, tell us within 7 days with your reasons. A second engineer who was not involved will re-review the file at no cost to you.
3. If you still disagree, you may nominate an independent third-party laboratory or a qualified engineer of your choice. If they find a genuine fault, we refund every rupee charged plus the cost of their test. If they confirm our finding, their fee is yours.
4. Nothing in this policy affects your statutory rights under the applicable consumer protection law of your province.

9. Students, colleges and universities

We sell to a great many students, and we want to keep doing it.

• All written guidance is free, no matter how basic the question. Ask before you connect it, not after.
• 50% off S-1 and S-2 on presentation of a valid student ID or an enrolment letter.
• Free operation guidance to any registered college, university, or lab that buys through an institutional order.
• First-time forgiveness applies to students exactly as it does to everyone else.

The one thing we ask in return: read the datasheet, watch your first-use video back, and ask us before you apply power. A five-minute question prevents a five-hour investigation.

10. What we owe you

This policy binds us as much as it binds you.

1. We respond to a complaint within one working day.
2. We quote before we work, always in writing.
3. We charge nothing when the product is genuinely at fault.
4. We provide evidence for every finding, and we hand it over on request.
5. We waive the fee entirely the first time it would apply.
6. We do not bill in whole days for work that took two hours.
7. We do not call a customer dishonest without proof.

11. General

• This policy applies to orders placed on or after the effective date shown above. It is not applied retrospectively to earlier orders.
• Where this policy and the Warranty Claim Policy differ, the Warranty Claim Policy governs warranty, return windows and restocking; this policy governs support and verification charges.
• We may amend this policy. The version in force is the one published on this page on the date your order was placed. Amendments are not applied backwards.
• Governing law: the laws of the Islamic Republic of Pakistan. Jurisdiction: courts at Lahore.

Contact
Complaints: WhatsApp 03228222446 (11:00 to 20:00, message only)
Email: info@digilog.pk
Digilog Electronics, 13th The Regal Street, behind KFC near Abubakar Block, Lahore

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