PRIMA STEAM is an authorized representative of Valsteam ADCA, a manufacturer of steam and condensate equipment. High professionalism and qualification of our engineers is a guarantee of high-quality and durable operation of your equipment.

PRIMA STEAM accepts (considers) claims from customers relating to quality of products with regard to all equipment supplied by the company. The company incurs guarantee obligations for the sold products within 12 months since the day of sale or the date of equipment installation (no more than 18 months since the day of sale).

Mandatory terms and conditions of the guarantee are as follows: 

• Compliance with operating conditions (according to the technical documents);

• Absence of external damage to the equipment; 

• Validity of the guarantee period for the equipment in accordance with the document-supported information on the date of purchase of the product.

Terms of acceptance of equipment for repair

Technical support for customers includes the following services:

1. Service Maintenance

2. Technical Inspection of Failed Equipment

3. Arrangement for Replacement of Failed Equipment

4. Arrangement for Equipment Installation Supervision

5. Spare Parts Supply

1. Service Maintenance

Service maintenance is performed upon written request in accordance with the established form which the customer has to send to the PRIMA STEAM service by e-mail request@prima-steam.com.

Equipment may be sent to the PRIMA STEAM service in Lublin (Poland) for examination/repair. In this case, it is necessary to fill in the request for this equipment in advance. No equipment is examined without request.
Transportation costs (to PRIMA STEAM warehouse and back) shall be paid by the customer.

Procedure for Consideration of Requests

A responsible officer of the service shall consider requests in the order they are received.
Should it be necessary to clarify the issue, a representative of PRIMA STEAM shall be entitled to request additional details from the customer.
Upon complete clarification of the issue, an employee of PRIMA STEAM shall offer decision options to the customer. If after implementation of the recommendation the problem cannot be solved at the site, it would be suggested that the customer should send the equipment to the PRIMA STEAM service for technical inspection.

Payment by the Customer for the Service Maintenance

Expenses for service maintenance are paid by the customer in the following cases:

• Equipment mentioned in the request is not covered by the guarantee (the guarantee period expired; there are no documents confirming guarantee; factory seals are broken; operating conditions are violated);

• As a result of the technical inspection, it was found out that the problem was not caused by the defect of the equipment specified in the request.

2. Technical Inspection of Failed Equipment

Technical inspection of failed equipment must be performed upon receipt of the failed equipment by PRIMA STEAM service.

If in the course of inspection, it is detected that the equipment failed due to the fault of the buyer, the customer shall pay for the performed inspection.
In specifically complex cases, PRIMA STEAM service may send the inspected equipment to the manufacturing plant to get its opinion.

3. Arrangement for Replacement of Failed Equipment

Replacement of equipment under guarantee

Failed equipment shall be delivered to PRIMA STEAM service with the original passport and copies of the following documents: invoice and waybill according to which it was purchased.
After the failed equipment was examined in the service, and it was established that the equipment has a mill defect and it is impossible to repair it, arrangement shall be made for delivery of new equipment to the customer.
Equipment delivery to/from the warehouse shall be arranged by the customer itself.

Replacement of equipment not covered by the guarantee

If cost of equipment repair is comparable to the cost of similar new equipment, a representative of PRIMA STEAM shall offer to the customer to buy new equipment or it shall select similar replacement.

4. Arrangement for Equipment Installation Supervision

PRIMA STEAM service performs installation supervision of the sold equipment.

or performance of installation supervision, the customer shall send (by e-mail) a request for the required type of work including type of equipment to PRIMA STEAM service.

5. Spare Parts Supply

PRIMA STEAM sells spare parts for equipment repair to the company’s customers and service partners for the full range of supplied equipment within at least 5 years after delivery of the equipment. If the equipment is out of production for more than 5 years, the service cannot guarantee supply of spare parts for this equipment.

What to do in case of a service incident

In case of a complaint, please record the malfunction in a photo/video showing the general view of the installation site in high quality and send the materials to the following email address: request@prima-steam.com or contact us by phone: +48 698-908-042 .