General
What is Yale Care plan?
Yale Care Plan is a professional installation service & Extended warranty package offered directly by Yale Middle East to create seamless experience for our valued customers for the Yale smart product range. The service will provide the customer with ease of installation and a worry-free experience by staying protected beyond the standard warranty period.
Why do I need professional installation service from Yale?
A professional installation service offers complete peace of mind, with Yale handling everything for optimal product performance. Installations follow strict guidelines to ensure minimal risk of defects caused by faulty installations. The Yale installation team also prioritizes security, ensuring that your keys and credentials are securely handled and fully delivered to you. Additionally, the risk of damaging your door is minimal compared to using unskilled installers. Managing the warranty is also simpler when you choose our professional installation service.
What is the difference between Yale Professional installation and installations carried out by other installers available in the market?
Regular installers from the market lack the knowledge of our products and they always come with the risk of faulty installations, damaging the existing door, etc. Any defect arising due to wrong installations is not covered under warranty. Another limitation with other installers is that you're not sure if all your credentials are 100% delivered to you at the time of installations.
Can I only avail the installation service without opting for extended warranty?
Installation services are available with or without the extended warranty. A 1-year warranty is automatically activated upon installation.
Is the installation service provided all over the UAE?
Yes, installation services are provided all over UAE and is free of cost.
What is the difference between a product and an accessory?
By product we mean the main item such as one of the Yale Smart door locks e.g., Linus, YDM4109A, YDM3109A etc.
By accessory we mean the optional item which complements the main product such as Wi-Fi ConnectX Bridge, Yale Access Module, Smart Keypads etc.What are products covered under Yale care plan?
All our major smart lock is covered under Yale care plan. For details, please refer to the T&C of Yale care plan available on our website or at the store.
Whom should I reach in case of any complaints/concern?
Customers can contact Yale Middle East by calling 800-Yale, reaching out to the customer service team of the store where the product was purchased, or by using the "Contact Us" form on our website. Contact us | Yale
What are the products covered under Yale Care plan?
You can find the Yale Care T&C here.
What is the main difference between the premium plan and basic plan?
The main difference between the premium and basic plan is the no. of years of warranty coverage. Basic plan covers you for total 2 years while with Premium plan your product is covered for 3 years from the date of purchase.
Extended Warranty
What is extended warranty?
The extended warranty is an additional coverage option that protects your product beyond the standard warranty. It provides extra years of protection for your Yale Smart devices, ensuring you’re covered in case of malfunctions or defects.
How much does the extended warranty for Yale Smart products cost?
The cost of the extended warranty is 6% of the product price for 1 extra year of protection or 9% of the product price for 2 extra years of protection.
What does the extended warranty cover?
The extended warranty covers the same protection as your standard warranty, including repairs or replacements for defects or malfunctions in your Yale Smart product. It extends the period during which your product is covered under Yale Care.
How does the free relocation service work?
If you move to a new home and your Yale Smart product is still under the Yale Care extended warranty, our relocation service will reinstall your product at no additional cost. This is available once during the extended warranty period.
Is the relocation service available for all Smart products?
Yes, the free relocation service is available for all Yale Smart products that are covered under the Yale Care extended warranty period.
Can I relocate my Yale Smart product if it’s under the standard warranty?
No, the free relocation service is only available if your product is covered by the Yale Care extended warranty. The relocation service is not part of the standard warranty.
Installation
How do I book for the installation?
Customers can book the appointment for installation after purchase of the item by calling 800YALE or by visiting here. Customers can also scan the QR codes available on our product to reach us for installation.
After how many days of purchasing a product, an installation request can still be made?
The installation request can be made as long as the product is within the standard period of warranty and in its original packing.
How long does it take for YALE to install the product after the installation is booked?
The turnaround time for installation of the products will be approximately 2-3 working days from the date of request.
What are the working hours of 800YALE?
Working hours for 800YALE are Monday to Friday 8:00am to 5:00pm.
What are the working hours of Yale Installation team?
Installation working hours are Monday to Saturday 10:00am to 5:00pm. Installation can be scheduled only during these hours.
Can I cancel or reschedule the installation?
Yes, the customer can cancel or reschedule the appointment up to 24hrs prior to the appointment by calling 800YALE.
What information is needed for booking the installation?
- Installation address
- Preferred date and time of installation
- Contact Person & Mobile Number
- Details of product and accessories to be installed
- Name of the store from which the product is purchased- UAE ID and Proof of Purchase
What documents do I need to provide to the installation team at the time of installation?
- Copy of valid UAE ID
- Proof of Purchase
- Signed Installation Form (provided by the installation team)What are the pre-requisites for installation?
Pre-requisites for the installation can be found on https://www.yalehome.com/ae/en/installation-services
Is the installation service provided in other countries?
No, the installation service is only provided in UAE.
Does the installation include training?
A brief training on the basic product features is provided by our team at the time of installation.
Is the product set up and configured on my mobile device by the installation?
Yes, the installation team will install the app and configure the lock on one of your devices.
Is the store from where I have purchased the product going to support for installation?
No, the installation service is provided directly by Yale Middle East team and not by the concerned store.
If I want to install an accessory later, will the installation be free of charge?
Installation of accessories are provided FOC only if it is installed at the time of installation of main product.
What is re-installation service?
Reinstallation service is reinstallation of the replacement product by Yale team.
Reinstallation during the warranty period will be Free of cost for any issues relating to manufacturing defect or installation. The visit will cover the installation and configuration of a new lock if the existing one is found defective; however, defects due to misuse/mishandling of the product will not be covered.
What should I do if I am not satisfied with the installation?
Customer can raise a complaint by calling 800-YALE, if the product is not functioning as per the specification and description due to manufacturing defect or installation issue. Yale technical team will verify the claim and take necessary action as per the standard terms and conditions of warranty. A full copy of the warranty terms and conditions is available on our website.
What should I do if the product starts malfunctioning few days after installation?
Please call 800 YALE and register a complaint with full details of the issue or contact us here: Contact us | Yale
I want to relocate. Can I request for re-installation service?
Yes, relocation service is provided free of cost ( 1 time ) if the customer purchased under extended warranty.
What if my product is damaged during installation?
A free replacement will be provided by Yale.
What if my door is damaged during installation?
Customer will be provided a free of charge replacement or repair service or a suitable compensation as deemed necessary by Yale team.
Warranty
What are the regions in which the warranty is covered?
Warranty is currently covered in GCC and Levant region. Please refer to the complete list of countries available on our website or at the store.
What are the warranty terms and conditions?
The complete warranty terms and conditions are available on our website.
If I install the product myself, will the product be still covered under warranty?
If the customer chooses to install the product themselves, then standard warranty of 1 year will be applicable on the product.
What kind of defects are covered under warranty?
This product is covered against faulty workmanship, materials, and function from the date of purchase providing that it is used in accordance with the full installation and maintenance instructions.
Are the accessories covered under warranty?
The accessories are only covered under standard 12 months warranty. No extended warranty is applicable for accessories.
Is this a replacement or repair warranty?
Yale Middle East is responsible under this guarantee for repairing the product or replacing the product as we deem necessary.
How can I track my extended warranty subscription?
Customer will get the invoice for the payment made towards the extended warranty package which will have the serial number and other necessary information. This invoice can be used to track the subscription status.
Is the store going to cover the product under warranty if the product is damaged at the time of installation or after installation?
The store will cover the product under warranty as per Yale’s warranty terms and conditions.
In what cases the warranty becomes void?
- Product has not been correctly installed and maintained
- Product has been modified in any way.
- Product has been subjected to unauthorized repairs.Where can I find detailed terms and condition of extended warranty?
It can be found on our website.
How many years of total warranty I will have under Yale care basic plan?
You will have total 2 years of warranty (1 year standard + 1 year extended warranty)
How many years of total warranty I will have under Yale care Premium Plan?
You will have total 3 years of warranty (1 year standard + 2 year extended warranty)