Espace Maison - After sales

AFTER SALES ESPACE MAISON

All about Espace Maison's after-sales service!

Espace Maison has set up an after-sales service network across all its shops to provide even better customer service. Espace Maison offers a wide range of after-sales services in order to make life easier for its customers. Immediate repairs, minor on-site maintenance, chainsaw chain sharpening and garden tool sharpening are a few examples. A shop representative is available at the shop's after-sales service counter from opening to closing. For our opening times, please visit our Facebook page or our website www.espacemaison.mu.

Good to know:

Espace Maison's after-sales service is open almost every day of the year except for Christmas as well as on 1st and 2nd of January.
Espace Maison has an after-sales service technician available from Monday to Friday in every shop, except at Gros Cailloux. The technician's in-store hours are Monday to Friday from 7am to 4pm and Saturday from 7am to 12pm. However, the after-sales service counter is available every working day during working hours to drop off or pick up your appliances. For our opening hours, please visit our FB page or our website www.espacemaison.mu.

It is not Espace Maison's policy to sell spare parts at the after-sales service counter in our shops.

Espace Maison suggests that professionals register with its Pro service in order to obtain spare parts. To obtain this service, call on 460 8585 and ask for the 'Business Developer'.

In the event that you need assistance outside the technician's normal working hours, you can call an emergency number at a fixed rate, which includes the transport fee but exclude the cost of spare parts. However, it is recommended to wait until the following day to have the equipment repaired, as this will cost less. The emergency numbers are 460 8585 / 5423 3189.

The other cases of emergencies or exceptions are only non-scheduled actions that are carried out directly at the customer's premises. The emergency numbers to contact are 460 8585 / 5423 3189.

How can I contact Espace Maison's after-sales service?

If you have any questions or concerns with a product purchased from Espace Maison, whether the product is under warranty or not, you may contact the after-sales service for help. Below are the different ways to contact Espace Maison’s after-sales service:

In-store: if the issue does not require urgent attention or if you prefer to discuss it in person with the technician, you may visit Espace Maison’s after-sales service counter in your nearest shop. The technician's in-store hours are Monday to Friday from 7am to 4pm and Saturday from 7am to 12pm. However, the after-sales service counter is open every working day during working hours to drop off or pick up your appliances. For our opening times, please visit our Facebook page or our website www.espacemaison.mu.

By telephone: you may visit Espace Maison's after-sales service by calling 460 8585 and asking for your nearest after-sales service. Advisers are available from Monday to Sunday during normal working hours. For our opening hours, please visit our Facebook page or our website www.espacemaison.mu.

Directly on site: if you would like us to visit you directly, you may contact Espace Maison's after-sales service by telephone on 460 8585 and ask for your nearest after-sales service. Advisers are available from Monday to Sunday during normal working hours. For our opening hours, please visit our Facebook page or our website www.espacemaison.mu. The advisers will schedule a visit to your home at an agreed date and time.

In an emergency

In emergency cases only, and for on-site call-out only, the contact numbers are: 460 8585 / 5423 3189 / 5498 6448
Exceptional or urgent call-out are non-scheduled assistance carried out directly at the customer's premises outside the store technician's working hours, i.e. Monday to Friday from 7am to 4pm and Saturday from 7am to 12pm.

Exceptional or urgent call-out are carried out at a fixed cost, which includes the transport fee but exclude the cost of spare parts. However, it is recommended to wait until the following day, if possible, to have the equipment repaired, as this will cost less.

How do I return a faulty product or one with a manufacturing defect to Espace Maison?

In-store returns:
Faulty products under warranty:

Drop off your product with the shop representative at the after-sales service counter at your nearest shop every day of the week as well as on Saturdays and Sundays. For our opening times, please consult our Facebook page or our website www.espacemaison.mu.

From Monday to Friday between 7am and 4pm and on Saturdays between 7am and 12pm, the technician will be at your disposal to carry out a diagnosis. If the issue is simple, he will intervene immediately and the equipment will be returned to you as soon as reasonably possible. If the equipment cannot be repaired, the technician will offer you a replacement product on the same day. This will be a product in perfect working condition and in its original packaging, accompanied by all accessories and instructions required for its correct operation.

Replacement products will be subject to stock availability. If stocks are not available or if you do not wish to wait for stocks to become available, a refund by way of cheque will be issued within 15 days as from the date of the diagnosis is made.

Faulty products not under warranty:
If the product is repairable:

Drop off your product with the shop representative at the after-sales service counter at your nearest shop every day of the week, as well as on Saturdays and Sundays. For our opening times, please visit our Facebook page or our website www.espacemaison.mu.

The technician will carry out a diagnosis and if the issue is simple, he will intervene immediately and the equipment will be returned to you as soon as reasonably possible. If the issue is more complex and requires a longer attention, you can leave your equipment on site.

The shop representative will ask you for your contact details and a service request form will be filled in with your information.
If you are a member, all you have to do is to provide your identity card number or your membership number, which can be found in your profile area in the mobile application.

Once the equipment has been repaired, you will be informed by the shop representative and you will be able to take your equipment back.

If the product cannot be repaired:

The shop representative will carry out a diagnosis and, on the same day, will offer you a replacement product. This will be a product in perfect working condition and in its original packaging, accompanied by all the accessories and instructions required for its proper operation.
If stocks are not available or if you do not wish to wait for stocks to become available, a refund by cheque will be issued within 15 days as from the date the diagnosis is made.

How do I return to Espace Maison a product that is faulty or has a manufacturing defect but cannot be moved due to its nature, weight or volume?

On-site call-out

Espace Maison provides several teams for on-site call-out for products that cannot be moved because they are too heavy or too bulky, or if they require a visual diagnosis.

Defective products under warranty or not

Contact Espace Maison's after-sales service by calling 460 8585 and ask for your nearest after-sales service. Advisers are available from Monday to Sunday. For opening hours, please visit our Facebook page or our website www.espacemaison.mu.

A technician will carry out a diagnosis over the telephone and, depending on the nature of the product, a team will be sent to your premises within five working days as from the date of the telephone diagnosis.

Once the on-site inspection has been carried out and the manufacturing defect has been confirmed, the technician will offer you a replacement product or a repair. A scheduled call-out will then be agreed between you and Espace Maison to replace or repair the product free of charge.

In case of emergency

Only in the case of an emergency, and only for on-site call-out, the contact numbers are 460 8585 / 5423 3189.
On-site call-out will be carried out as a matter of urgency and a diagnosis will be made.
Depending on the diagnosis, if the issue can be fixed on site, the call-out will be free of charge and carried out directly on site.
If the issue requires off-site intervention, a temporary replacement solution will be offered, free of charge, until the issue is fixed.
Please note that a visit for a false emergency will be invoiced at a fixed cost which includes the transport fee but excludes the cost of spare parts.

How do I get my equipment repaired at Espace Maison?

Espace Maison warrants to repair any equipment it currently sells or has sold in the past. The shop maintains stock levels of spare parts to ensure that it can always serve its customers within the shortest delay. It also provides international logistical support for the supply of spare parts, even if they have to be sent by air courier. The aim of Espace Maison is to deliver to its client within the shortest time possible.

In-store:

Drop off your product with the shop representative at the after-sales service counter at your nearest shop every day of the week, as well as on Saturdays and Sundays. For our opening hours, please visit our Facebook page or our website www.espacemaison.mu.

The technician will carry out a diagnosis and if the issue is simple, he will intervene immediately and the equipment will be returned to you as soon as reasonably possible, subject to a minimum charge.

• If the issue is more complex and requires a longer attention, you can leave your equipment on site.
• The shop representative will ask you for your contact details and a call-out form will be filled in with your information.
• If you are a member, all you have to do is give your identity card number or your membership number, which can be found in your profile area in the mobile application.
• If you use a third party to drop off the equipment for you, it is very important that you give them your details to facilitate communication and help us get back to you.
• You will be asked to pay a deposit of Rs 1000 so as to cover the costs of dismantling and investigation.
• A quotation will be sent to you within two working days for a minor repair, and within five working days for a major repair. The delay might be longer depending on the availability of parts and the number of quotations we may need to seek.

• A minor repair is defined as: routine maintenance with or without oil change, spark plugs replacement, cleaning, replacement of a routine wearing part.
• A major repair is defined as a repair requiring the equipment to be dismantled for investigation.
• he quotation is valid for 7 days.
• After 7 days, the quotation may be revised as it is subject to exchange rate fluctuations or other conditions.
• If the quotation is refused, the deposit will be retained and an invoice issued in your name. You will be able to take back your equipment immediately as it is or within 15 days from the time you notify your withdrawal as it will have to be reassembled.

• If the quotation is accepted, the repair will be carried out and a delivery date will be communicated to you.
• Once the equipment has been repaired, you will be informed by the shop representative. The deposit of Rs 1000 will be deducted from your final invoice, so you will only pay the excess amount (excess).

On site:

This concerns heavy or bulky equipment, or equipment of a sensitive nature such as water pumps.

• Contact Espace Maison's after-sales service by calling 460 8585 and ask for your nearest after-sales service. Advisers are available from Monday to Saturday from 9am to 7pm, and Sunday from 9am to 1pm.
• A diagnosis will be made over the phone by a technician and, depending on the urgency of the issue and the nature of the product, a request for a deposit of Rs 2750, which includes the cost of the diagnosis and transport fee, will be sent to you.
• Once payment has been received, a team will be sent to your premises the same day if the issue is urgent, or within five working days of the telephone diagnosis if the issue is less urgent.
• Once the on-site inspection has been carried out and the issue identified, a quotation will be sent to you within 48 hours for a minor repair and within five working days major repair. The delay might be longer depending on the availability of parts and the number of quotations we may need to seek.
• If the quotation is refused, a deposit of Rs 2750 will be retained and an invoice issued in your name.
• if the quotation is accepted, the repair will be carried out and a delivery date will be communicated to you.
• A scheduled visit will then be agreed between you and Espace Maison for the replacement or repair of the product.
• Once the work has been completed, an invoice will be issued, and the deposit of Rs 2750 will be deducted from the final invoice, so you will only pay the excess amount (excess).