Purpose: In order to improve the quality of after-sales service, and provide feedback to customers at a low maintenance cost, the following service terms are specifically formulated.
Definition of Product Warranty Period: For products without a signed after-sales service agreement and not bound by sales contracts, the warranty period is calculated based on the date of manufacture indicated on the product nameplate.
- Hardware for the product is covered by a one-year warranty. Damage caused by impact leading to deformation or detachment of the entire machine, sensor damage, or internal component damage due to fiber optic leakage is not covered under the warranty period.
- Lens warranty coverage lasts for three months under the condition that the anti-tamper label is undamaged. If the anti-tamper label is damaged, the warranty period for collimating and focusing lenses involves compensation for replacement. Free replacement is provided for lens damage caused by inherent product quality issues, while damage caused by reasons other than inherent product quality issues requires chargeable repair or replacement during the warranty period and does not incur labor costs.
- Consumable parts such as protective lenses, nozzles, ceramic rings, and sealing rings are not covered under the warranty.
- Exclusions include product damage caused by failure to operate in accordance with the product operation manual requirements and damage resulting from human actions.
I. Product Return Repair Service
1.1 The shipping cost for return repair products is borne by the sender, while the company covers the return shipping cost for repair returns.
1.2 For products outside the warranty period, the repair fee is 200 RMB per unit.
1.3 Consumables are charged according to the "Parts Price List."
1.4 Approval from the General Office is required for the implementation of repair fee discounts.
1.5 For products within the warranty period, the original warranty period continues after repair. For products beyond the warranty period, no warranty is provided after repair (components are covered by a 1-year warranty, lenses by a 3-month warranty).
II. On-Site Engineer Service
2.1 For lens problems at the customer's site that require on-site engineer service, free on-site service is provided within the warranty period. For situations outside the warranty period, consumable costs and travel expenses are charged based on the actual replacement situation. If the equipment is beyond the warranty period, an additional on-site fee of 500 RMB per visit is charged.
2.2 For hardware problems with the product at the customer's site that require on-site engineer service, free on-site service is provided within the warranty period. For situations outside the warranty period, consumable costs, on-site fees (500 RMB per visit), and actual travel expenses are charged based on the replacement situation.
2.3 For replacement of components, service charges are based on the warranty period definition. For products outside the warranty period, service charges are based on the "Parts Price List."
III. Spare Parts Service
3.1 Ownership of spare heads and spare parts belongs to the company and is only for customer circulation.
3.2 The turnover cycle for spare parts is one month, and corresponding deposits will be deducted if exceeded.
3.3 The applicant is responsible for recovering spare parts and will be held accountable for loss or damage that cannot be recovered, in which case compensation will be based on the parts' prices.
3.4 Deposit amounts for spare heads: NC150\ND3 series - 8000 RMB/unit, NC60\ND60\ND36 series - 5000 RMB/unit, other cutting and welding heads - 3000 RMB/unit.
3.5 Purchase amounts for spare heads: ND18 series - 2000 RMB/set, NC30 series - 3000 RMB/set, NC60 series - 6000 RMB/set, not covered by the warranty.
3.6 Chargeable repair for damaged spare heads is based on the "Repair Parts List."
Work Notes:
1. Handling of product misdelivery resulting from customer or business department errors is the responsibility of the business department.
2. Customer purchase of product accessories is quoted by the business and shipped by sales.
3. The after-sales department must receive the returned goods contact form for sales return, and only then can the goods be received. If no contact form is provided, the after-sales department will refuse to accept the return.
