Global Technical Support and Customer Service Center
Service Hotline: (86) 020-26221916
Fax: (86) 020-82898533
E-mail: [email protected]
Address: 7th Floor, Building 4, Chuangyue Industrial Park, No. 8 Xiangshan Avenue, Ningxi Street, Zengcheng District, Guangzhou City, Guangdong Province
Postal Code: 511338
Guangzhou Shounuo Scientific Instrument Co., Ltd. After-Sales Service Regulations
■ General Principles
※ Mission Serve customers and achieve value.
※ Values ??Work diligently to create high-quality products and provide comprehensive services wholeheartedly.
※ Vision Become a benchmark in the flexible packaging testing instrument industry.
※ Service Concept Integrity / Cooperation / Win-win / Quality
※ Service Standards Customer first, honesty and trustworthiness, service quality first, strong sense of responsibility, fast service, and continuous improvement.
※ Service Commitment
1. Free on-site training.
2. Free repairs for product quality problems during the warranty period.
3. Lifetime technical service for products outside the warranty period. If repairs are required, only material fees will be charged, and repair fees will be waived for life.
4. Respond within half an hour after receiving the service request, and provide processing opinions and solutions within 1 hour.
5. Products returned for repair will be processed within 1 working day after receipt, and the user will be notified of the processing status.
■ Service Notice
※ Notice for first use of products:
1. Unpacking and acceptance: After unpacking the product, the user first checks whether the packing list is consistent with the requirements and configurations on the purchase contract, and then counts and confirms whether the random accessories are complete according to the packing list. If you have any objections, please contact our company as soon as possible (24-hour hotline: 020-26221916). If the user does not raise any objection within 7 days of receipt of the instrument and equipment, our company will regard it as the user's recognition and acceptance of the factory configuration, and the configuration is complete and intact. (When taking the product out of the packaging box, please pay attention to the warning signs (such as "Do not grab here", etc.) and operate and handle according to the corresponding requirements.)
2. Product debugging: After the product is out of the box, the user should carefully read the random product manual and related materials, and then debug the product according to the test environment (conditions), power supply, gas source, operating parameters and operation methods that meet their requirements. If there is any unclear point, please contact our after-sales service center, and debug after confirmation. (Please note that when there is a computer in the configuration: the corresponding product software has been fully installed and can be used directly at the factory. Please keep the random CD properly for future use.)
3. Daily operation: Before using the product, first confirm that the test environment (conditions), power supply, gas source, and operating parameters meet the test requirements. If you encounter any problems, you can refer to the product manual for relevant information; you can also contact our after-sales service center. In order to facilitate the service personnel to provide accurate and timely treatment of the problems you encounter, please be sure to make the following preparations before contacting us:
(1) Determine the product model through the product logo (or user manual, product certificate);
(2) Have carefully read the product manual and prepare it at hand before calling;
(3) Provide detailed fault phenomenon (such as display content, operating status, etc.), fault occurrence time and other more specific information (if the user conceals the true situation, the loss caused shall be borne by the user).
※ Confirmation of warranty period:
The warranty period is one year from the date indicated on the product delivery note (indicating the product model and number and stamped with our company's delivery seal) or the copy of the delivery note. If the user cannot provide the product delivery note (or copy), the warranty period is calculated based on the product factory date provided by our company as the starting date. The corresponding provisions during the warranty period do not apply in any of the following circumstances:
1. Loss of wearing parts and consumables, such as filter paper, lamp tube, etc.
2. Damage to the product or its parts due to the use of expansion components or peripheral devices not approved by our company.
3. Damage to the product or its parts due to abnormal reasons (including power supply, gas source, working environment that does not meet the requirements, external force and foreign objects entering the equipment, etc.).
4. Damage to the product or its parts due to natural factors beyond human control (earthquake, fire, etc.) or accidents (theft, loss, etc.).
5. Damage to the product or its parts due to self-disassembly, repair, and modification.
6. Damage to the product or its parts due to plugging and unplugging the power cord, printing cable, communication cable and other connecting cables under power.
※ Confirmation of expiration of warranty period:
The warranty period is deemed to have expired one year from the date indicated on the product delivery note (indicating the product model and number and stamped with our company's delivery stamp) or the copy of the delivery note. If the user cannot provide the product delivery note (or copy), the product factory date provided by our company shall be used as the starting date of the warranty period.
※ Service content:
1. Provide guidance, technical support and telephone, written or on-site training on the operation and use of user products.
2. Assist users to troubleshoot and handle faulty products, or return them to the factory for repair, or conduct on-site repair.
3. Make regular phone or on-site visits and technical guidance on the use of user products.
4. Provide downloads of product use and troubleshooting guidance materials on our website.
※ Calculation of service fees:
1. For repairs caused by product quality problems during the warranty period, our company will bear the costs of product repairs, technical support, round-trip transportation of instruments, on-site visits, and replacement of parts. The product transportation method and the tools used by on-site personnel are determined by our company.
2. For repairs of products outside the warranty period, our company does not charge repair fees. Users only need to bear the cost of replacement parts and round-trip logistics transportation costs. The transportation method is negotiated by both parties. When providing on-site service, users bear the on-site expenses of personnel.
3. When repairing and sending accessories during the warranty period, the cost is borne by our company, and the transportation method is determined by our company.
4. All costs of on-site follow-up visits and free training products are borne by our company; for product training that is not free training, the costs of on-site training of personnel are borne by the user.
5. For products not sold by our company, if the user cannot obtain support from the manufacturer, our company can provide corresponding services and support, and all costs during the service process are borne by the user.
■ Service response cycle
1. After receiving the user's request, our service personnel will respond within 1 hour and provide timely technical guidance to assist the user in solving the problem. When sending accessories, spare parts will be sent out within 1 working day.
2. When the product is returned to the factory for repair, our company will notify the user of the arrival and inspection status within 1 working day of receiving the product, repair it within 2 working days and notify the customer of the handling status, and then send it out within 1 working day after the repair (when charging the fee, the product will be sent out within 1 working day after receiving the faxed transfer receipt).
3. For on-site maintenance services, after both parties sign the service contract (or reach a verbal agreement), if there are no special circumstances and it is not a holiday, the following shall apply:
·Within the province, the service personnel will generally arrive within 2 working days;
·For areas within 1,500 kilometers outside the province, the service personnel will generally arrive within 3 working days;
·For areas beyond 1,500 kilometers and in areas with inconvenient transportation, the customer service personnel will take the initiative to negotiate with the user and guarantee to arrive in the shortest possible time.
4. For on-site product training, the time is generally calculated based on the time when the product arrives at the user's place, and when the fee is collected, it is calculated based on the time when the faxed transfer receipt is received. If there are no special circumstances and it is not a holiday, the following shall apply:
·Within the province, the service personnel will generally arrive within 2 working days;
·For areas within 1,500 kilometers outside the province, the service personnel will generally arrive within 3 working days;
·For areas beyond 1,500 kilometers and in areas with inconvenient transportation, the customer service personnel will take the initiative to negotiate with the user and guarantee to arrive in the shortest possible time.
When there is another agreement with the user, it shall be executed in accordance with the agreement.
■ Others
·The right to interpret these regulations belongs to Guangzhou Shounuo Scientific Instrument Co., Ltd.
·The company reserves the right to modify these regulations.
Tel：13556033107
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