After-sale service
Diligently providing customers with quality guaranteed products and providing comprehensive services with sincerity and dedication
Service Hotline
(86)020-26221916
Fax
(86)020-82898533
info@snlabtester.com
Address
No. 8 Xiangshan Avenue, Ningxi Street, Zengcheng District, Guangzhou City, Guangdong Province, China
Guangzhou Shounuo Scientific Instrument Co., Ltd.
After-Sales Service Terms
General Provisions
- Mission - Dedicatedly build high-quality products and conscientiously provide comprehensive services.
- Vision - Help advance the high-quality development of the global packaging industry and strive to establish “Chinese standards” in the global new material testing field.
- Values - Endless innovation, boundless service.
- Service Philosophy - Integrity / Cooperation / Win-Win / Quality
- Service Standards - Customer first, honesty and trustworthiness, service quality first, strong sense of responsibility, rapid service, continuous improvement.
- Service Commitments
- Free on-site training.
- Free repair for quality problems during the warranty period.
- Lifetime technical service after the warranty period. If repair is required, only material costs are charged; repair labor is free for life.
- Respond within half an hour after receiving a service request, and propose handling opinions and solutions within 1 hour.
- Products returned to the factory for repair will be processed within 1 working day after receipt, and the user will be notified of the handling status.
Service Instructions
Instructions for First Use of the Product
- Unpacking acceptance: After unpacking the product, the user should first check whether the packing list is consistent with the requirements and configuration in the purchase contract, and then check and confirm whether the random accessories are complete according to the packing list. If there is any objection, please contact our company as soon as possible (24-hour hotline: 020-26221916). If the user does not raise any objection within 7 days after signing for the instrument and equipment, our company will deem that the user has accepted the factory configuration and that the configuration is complete and intact. (When taking the product out of the packing box, please pay attention to warning signs such as “Do Not Grab Here” and operate according to the corresponding requirements.)
- Product commissioning: After the product is unpacked, the user should carefully read the accompanying product manual and relevant materials, and then commission the product according to the required test environment (conditions), power supply, air source, operating parameters, and operating methods. If anything is unclear, please contact our after-sales service center and proceed with commissioning only after confirmation. (If a computer is included in the configuration, please note that the corresponding product software has been fully installed at the factory and can be used directly. Please keep the accompanying CD-ROM properly for future use.)
- Daily operation: Before using the product, first confirm that the test environment (conditions), power supply, air source, and operating parameters meet the test requirements. If problems occur, consult the product manual for relevant information or contact our after-sales service center. To enable service personnel to accurately and promptly handle the problems you encounter, please make the following preparations before contacting us:
- Determine the product model through the product label (or manual or product certificate of conformity);
- Carefully read the product manual and keep it at hand before calling;
- Provide detailed fault symptoms (such as display content and operating status), the time when the fault occurred, and other more specific information (if the user conceals the true situation, any losses caused thereby shall be borne by the user).
Confirmation of the Warranty Period
- The warranty period is one year from the date indicated on the product delivery note (stating the product model and serial number and bearing our company’s outbound seal) or a copy of the delivery note. If the user cannot provide the product delivery note (or copy), the warranty period shall be calculated from the product’s factory delivery date provided by our company. The corresponding provisions within the warranty period shall not apply under any of the following circumstances:
- Wear and tear of wear parts and consumables, such as filter paper and lamps.
- Damage to the product or its components caused by the use of expansion components or peripheral devices not approved by our company.
- Damage to the product or its components caused by abnormal causes (including non-compliant power supply, air source, working environment, external force, foreign objects entering the equipment, etc.).
- Damage to the product or its components caused by natural factors beyond human control (earthquakes, fires, etc.) or accidents (theft, loss, etc.).
- Damage to the product or its components caused by unauthorized disassembly, repair, or modification.
- Damage to the product or its components caused by plugging or unplugging power cords, printer cables, communication cables, or other connection cables while the power is on.
Confirmation of Warranty Expiration
- The warranty period is deemed to expire one full year from the date indicated on the product delivery note (stating the product model and serial number and bearing our company’s outbound seal) or a copy of the delivery note. If the user cannot provide the product delivery note (or copy), the product’s factory delivery date provided by our company shall be used as the starting date of the warranty period.
Service Content
- Provide guidance on product operation and use, technical support, and training by telephone, in writing, or on site.
- Assist users in troubleshooting faulty products, or return them to the factory for inspection and repair, or conduct on-site inspection and repair.
- Periodically conduct telephone or on-site follow-up visits and provide technical guidance on product use.
- Provide downloadable product use and troubleshooting guidance materials on our website.
Calculation of Service Fees
- For repairs caused by product quality problems during the warranty period, our company shall bear the costs of product repair, technical support, round-trip transportation of the instrument, personnel on-site visits, and replacement parts. The transportation method and the tools used for personnel on-site visits shall be determined by our company.
- For repairs outside the warranty period, our company shall waive the repair labor fee. The user only needs to bear the cost of replacement parts and round-trip logistics transportation costs. The transportation method shall be negotiated by both parties. For on-site service, the user shall bear the travel expenses of the personnel.
- When replacement parts are mailed for repair during the warranty period, the costs shall be borne by our company, and the transportation method shall be determined by our company.
- For on-site follow-up visits and on-site training for products eligible for free training, all costs shall be borne by our company. For training on products not eligible for free training, the travel expenses for on-site training personnel shall be borne by the user.
- For products not sold by our company, if the user cannot obtain support from the manufacturer, our company may provide corresponding services and support, and all costs incurred during the service process shall be borne by the user.
Service Response Time
- After receiving a user request, our service personnel will respond within 1 hour and promptly provide technical guidance to assist the user in solving the problem. When mailing parts, spare parts will be dispatched within 1 working day.
- For products returned to the factory for repair, our company will notify the user of the arrival and inspection status within 1 working day after receiving the product, repair the product within 2 working days and notify the customer of the handling status, and then ship the product within 1 working day after repair (if fees are charged, the product will be shipped within 1 working day after receiving the faxed copy of the bank transfer receipt).
- For on-site repair services, after both parties sign a service contract (or reach an oral agreement), in the absence of special circumstances and on non-holidays, the following shall apply:
· Within the province: service personnel will generally arrive within 2 working days;
· Outside the province and within 1,500 km: service personnel will generally arrive within 3 working days;
· For journeys beyond 1,500 km or to areas with inconvenient transportation: customer service personnel will proactively negotiate with the user and ensure arrival in the shortest possible time.
- For on-site product training, the time is generally calculated from the time the product arrives at the user’s location. When fees are charged, it is calculated from the time the faxed copy of the bank transfer receipt is received. In the absence of special circumstances and on non-holidays, the following shall apply:
If otherwise agreed with the user, the agreement shall prevail.
· Within the province: service personnel will generally arrive within 2 working days;
· Outside the province and within 1,500 km: service personnel will generally arrive within 3 working days;
· For journeys beyond 1,500 km or to areas with inconvenient transportation: customer service personnel will proactively negotiate with the user and ensure arrival in the shortest possible time.
Other
- The right to interpret these terms belongs to Guangzhou Shounuo Scientific Instrument Co., Ltd.
- Our company reserves the right to modify these terms.