After-sales service
1. service object:
The service content stipulated in the terms of service applies to servo drives, servo motors, industrial cameras, hot-press molding machines and other products purchased in the Chinese market through Otong and its authorized legal channels.
2. service items:
1. Warranty period: drive: 12 months; motor: 12 months.
During the warranty period, if the product has a non-human failure, we will provide you with warranty service. Customers can log on the company's website to inquire about the shipping address. Our company's maintenance center will enter the Maintenance Record Sheet according to the main information of the maintenance products, such as product model, fault description, special requirements, etc., and complete the maintenance and send it back to you during the maintenance cycle.
Warranty period calculation method, generally according to the barcode management scan out of the warehouse time as the delivery time (if the customer can provide the exact delivery time proof, can also be in accordance with the time as the delivery time).
2. Replacement:
Within 3 months from the date of delivery of the product, if the product has a non-human failure, we can replace the same model for you.
3. Lifelong maintenance:
We will provide customers with lifetime maintenance services. For faulty products that are within the warranty period but do not meet the warranty conditions or exceed the warranty period, we provide paid maintenance services. After the customer confirms that he accepts the maintenance fee of the product, we arrange for the product to be repaired. However, for products that have been discontinued, or lack of maintenance materials, or return products that are too severely damaged and have no maintenance value, maintenance services cannot be provided.
4. Maintenance costs:
1) For products within the warranty period, failure caused by non-human reasons will be repaired free of charge;
2) beyond the warranty period or man-made damage to the product charging standard, we will charge the cost of the components according to different models and the degree of damage, labor costs and freight;
3) freight: within the scope of the warranty products by our one-way freight.
3. without a free warranty:
1) Product failure caused by force majeure factors such as fire, flood and earthquake;
2) Damage caused by improper installation or use by customers;
3) Product failure caused by disassembly, maintenance or modification of the product without the authorization of our company;
4) Products purchased through legal channels that are not directly sold or authorized by Hunan Aotong Intelligent Technology Co., Ltd;
5) The product code is unrecognizable if the product code is torn or altered or caused by other reasons;
4. maintenance process:
1) Maintenance application: the customer sends the maintenance products to the Aotong Maintenance Center;
Receiving address of maintenance center: 3rd floor, building f, yuanhang enterprise plaza, Tianxin district, Changsha city, Hunan province, tel: 0731-86200555
2) After receiving the repair product, we will confirm whether it is a chargeable repair according to the product model;
3) Arrange repairs and we will send them back to the customer within the repair cycle. The maintenance cycle is defined as the total number of working days from the day the company receives the customer's return to the day when the maintenance is completed. In the process of Otong maintenance, business personnel will contact the customer to confirm the relevant information. If the information reply is delayed due to the customer's reason, the maintenance cycle will need to be extended accordingly.
5. customer notice:
1) Please try to back up the program parameters before sending for repair, because the program parameter settings may not be retained after repair.
2) As our products are precision electronic products, customers should pay attention to safe and reliable packaging and transportation methods when returning the products to avoid more serious damage caused by transportation. It is recommended that customers apply for transportation insurance. For losses caused by transportation or other irresistible reasons during transportation, our company will not be liable for compensation, please understand.
3) If the customer's repair products are within the warranty period, we will not notify you to send them back directly after repair.
4) The final interpretation of the terms of service belongs to Hunan Aotong Intelligent Research Institute Co., Ltd.
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