Ms. Wang Xiaofeng (Sales Manager)
Room 301, U6 Building, U8 Intelligent Manufacturing Industrial Park, Hangcheng Avenue, Baoan District, Shenzhen, Guangdong Province
Description of product maintenance and repair service
1. First, you need to fill in the "Maintenance Return Repair Application Form"
When you (including dealers, integrators, and users) report that a device failure has occurred, or if the local sales and service organization cannot troubleshoot the problem, you must first fill in the "Maintenance Rework Application Form" (very important) electronic document and submit the electronic document Send to the special mailbox of the nearest after-sales service center.
We will respond to your processing opinions within 1 working day.
Pay attention to when filling in the form:
1. The description of the fault phenomenon should be as concise and clear as possible, and the mailing address, recipient, telephone and other materials must be clearly written. If the unfilled form or the “User Filled-in Items” in the form are incompletely filled and the faulty equipment is directly sent to the company without authorization, resulting in failure to be repaired in time, the user shall bear the responsibility.
2. Our normal maintenance cycle is 5 working days from the next day after the service center receives the equipment. If there are special requirements for maintenance time or other aspects, it must be filled in clearly, and special requirements may be charged separately. If the maintenance payment is not received in time, it will not be subject to the maintenance period of 5 working days.
3. If it is determined that the purchase time is less than one year or more than one year, please fill out the black in the "inside" or "outside" column.
4. The maintenance number is filled in by the after-sales service manager. For future enquiries, you only need to report the maintenance number.
5. You must obtain the repair number before you can mail your faulty equipment at the address provided by the sales service center where the New World is located.
Second, we have three ways to send repairs, the things you should pay attention to before sending the equipment for repair:
1. In order to guarantee the repair speed, we suggest to directly send the "Maintenance Return Repair Application Form" to the special mailbox of the nearest after-sales service center, and we will handle it within 1 working day. We are clear about the fault phenomenon and confirm that it needs to be repaired. We will tell you the repair number by phone or email and prepare to send the equipment.
2. In order to avoid prolonging the maintenance time, you must send the equipment for repair by express delivery. Please do not send it by postal parcel or freight. After sending the equipment, you should try to inquire or directly call the authorized carrier for a reasonable time.
3. In the case where your procedures are complete and there is no arrears, if we cannot guarantee the repair of the faulty equipment within 5 working days due to special circumstances, we will promptly negotiate with you on a reasonable solution.
4. Especially remind you to save the data and remove unnecessary accessories such as data cables before sending the device to avoid accidental loss.
5. The repair number should be written on the outside of the package for repair.
3. Description of maintenance cost:
Under normal circumstances, the warranty period of the product is one year from the date of purchase. During this period, the repair of the failure caused by the quality of our products is free, including the freight we send back.
We will charge a reasonable fee for equipment maintenance caused by artificial damage or improper storage. If you need to charge, we will fill in the "Maintenance Expense Notification" and confirm by fax. After receiving your fax confirmation, please go through the maintenance fee remittance procedure in time and fax the remittance receipt to the sales service center to avoid affecting the maintenance period. Because we have to confirm the receipt of the repair payment before we can mail the equipment!
Fourth, equipment repair sent items:
We will send the repaired equipment together with the "Maintenance Report" in time according to the address you filled in the "Maintenance Return Repair Application Form", and we will notify you by telephone or mail to check the equipment in time. If you do not receive it in time, please contact us in time.