After-Sales Warranty and Technical Support Service Plan
1. Service Purpose
We are committed to providing global customers with reliable, timely and professional full-life-cycle technical support and warranty services, maximally ensuring the stable operation of customers’ RFID systems and equipment, reducing the total cost of ownership, and maximizing return on investment.
2. Standard Warranty Service Terms
Warranty Period
A.Hardware Equipment: 12 months of standard free warranty service from the date of equipment delivery (subject to the product serial number). Customers may also choose to purchase extended warranty services.
(1) RFID tag/label: In case of inconsistency with the purchased quantity or damage caused by quality problems, customers may provide supporting materials such as videos and photos. After confirmation, we will refund according to the purchased quantity or make up the corresponding quantity in the customer’s next purchase.
(2) Small equipment (handheld readers, desktop readers, etc.): Within the warranty period, if the equipment fails due to quality problems, we will provide repair, replacement or free re-delivery services. The transportation cost shall be borne equally by both parties (i.e., the customer bears the return freight of the equipment, and we bear the freight of re-delivery or replacement parts).
(3) Large equipment (printers, smart cabinets, etc.): Due to the large size of large equipment, the whole-machine transportation cost exceeds 700 US dollars, so whole-machine repair and re-delivery services cannot be provided. For large equipment, we provide 3-5 years warranty service in China, with full confidence in product quality, and can provide pre-delivery quality inspection. If the equipment fails subsequently, we will troubleshoot the fault through video and remote assistance; if parts need to be replaced, we will provide them free of charge and guide the installation, and the relevant freight shall be borne by the customer.
- Software: 12 months of free function maintenance and patch update service from the date of authorization activation. The service period is consistent with the after-sales period of the purchased equipment, and all problems within the service scope will be solved remotely during the after-sales period.
Warranty Coverage
Equipment failures caused by material or workmanship defects under normal use and maintenance.Including free repair or replacement of faulty parts with new or equivalent refurbished parts.The repaired or replaced parts continue the original warranty period, or 90 days from the date of replacement (whichever is longer).
Non-Warranty Coverage (Chargeable Service)
- Equipment beyond the warranty period.B. Damage caused by accidents, abuse, misuse, natural disasters, unauthorized modification or repair.C. Damage caused by unauthorized third-party repair attempts.D. Normal product wear and aging.E. Software problems caused by non-compliance with the operation guide or integration with uncertified third-party systems.
3. Tiered Technical Support Services
We provide multi-level support channels to ensure that problems are quickly responded to by the most appropriate technical resources.
|
Support Level |
Response Method |
Target Response Time |
Service Time |
Support Language |
|
L1: Basic Support |
E-mail, Online Customer Service |
Within 8 working hours |
Local working hours (5×8) |
English |
|
L2: Technical Expert Support |
Telephone, Remote Desktop (TeamViewer/AnyDesk) |
Within 2 working hours (for critical issues) |
Local working hours (5×8) |
English |
|
L3: R&D and On-site Support |
On-site engineer dispatch (subject to regional conditions) |
As agreed in the service contract |
Arranged as needed |
English |
Service Process
Problem Submission: Customers submit problems via email or contact the account manager, describing the fault phenomenon, equipment model, serial number and error information.
Preliminary Diagnosis: The L1 support team conducts preliminary troubleshooting and provides basic solutions (such as restart, configuration check).
Escalation: If not resolved, the problem will be escalated to L2 technical experts for in-depth remote diagnosis.
Final Solution: If remote resolution is not possible, L3 support will be activated to coordinate spare parts delivery or arrange on-site engineers (depending on the purchased service package).
4. After-Sales Service or Value-Added Extended Warranty After Warranty Period
- Service Cycle: 1-3 years extended warranty
- Technical Support: 5×8h remote support
- Hardware Replacement: Factory repair (5-10 working days)
- Software Update: Free patches
- Service Report: Maintenance report
- Charge Standard: 10% of the purchase amount per year.
If the customer does not purchase the extended warranty service, we can provide single after-sales service for subsequent after-sales problems. The service fee includes parts fee, maintenance fee, logistics fee, tariff, etc., which shall be borne by the customer, and the specific amount will be quoted separately according to the actual situation.
5. Spare Parts and Logistics Strategy
- Spare Parts Center: We have spare parts warehouses in Shenzhen, Chengdu, Shanghai and other places to support rapid regional supply.
Replacement Methods
Standard Replacement (RMA): The customer sends back the faulty equipment or parts, and we send the repaired/replacement parts after receipt and inspection.Advance Replacement (Advance RMA): For VIP customers, we send spare parts first, and the customer returns the faulty equipment after receipt.
- Logistics: Within the warranty period, the transportation cost shall be borne equally by both parties (i.e., the customer bears the return freight of the equipment, and we bear the freight of re-delivery or replacement parts) (Standard Replacement).
6. Maintenance Service Process
- The customer applies for an RMA number.
- We issue an RMA authorization and pre-diagnosis suggestion.
- The customer sends the faulty equipment to the designated regional maintenance center.
- The maintenance center inspects and repairs the equipment (usually 3-7 working days).
- After maintenance, the equipment is sent back to the customer’s designated address.
7. Service Pricing and Agreement
- Services within the standard warranty period are free of charge.
- Value-added extended warranty services and out-of-warranty maintenance services will be quoted separately based on the equipment list.
8. Our Commitment
- Professional: Certified engineer team, original tools and diagnostic software.
- Transparent: Clear process and regular service reports.
- Efficient: Set up regional support nodes to reduce time difference and language barriers.
- Win-win: Taking ensuring customers’ business continuity and success as the ultimate goal.