· Assist customers in conducting detailed research and investigation on the performance, characteristics, and detailed parameters of the product;
· Design the best solution based on the different needs of different customers;
· Provide users with a series of professional training on the detailed working principles, operation and use, simple maintenance, and fault diagnosis of the company's products
02
After sales technical support
Professional technical engineers provide 24/7 telephone support services to promptly respond to on-site equipment issues from users.
1. Debugging and activation support
· Provide design suggestions and guidance for on-site network planning solutions;
· Provide configuration and debugging;
· Provide communication fault handling during project implementation;
· Cooperate with project acceptance.
2. After the equipment is officially put into operation, it supports
· Provide network planning and design suggestions and guidance for on-site network renovation;
· Provide communication fault handling during operation;
· Provide on-site network renovation involving the configuration and debugging of Zhongkede Energy products
3. Telephone service support
· Provide 24/7 telephone support service.
03
Maintenance
Professional technical engineers provide 24/7 telephone support services to promptly respond to on-site equipment issues from users.
· When the product you purchased malfunctions, please contact the after-sales department of Zhongkede Energy as soon as possible at +86186-2031-0326 to confirm the problem.
· After our after-sales personnel confirm that it is a product quality issue, we will carry out repair or rework based on the product SN number you provided.
· After receiving the faulty equipment, our after-sales department will complete the maintenance and handling of the equipment within 3 working days (if encountering difficult and complex problems, the maintenance time will be appropriately extended, and we will inform you as soon as possible).
04
Warranty Commitment
Warranty Service Commitment:Provide "one-year replacement and five-year warranty", during the warranty period, equipment maintenance is free of charge.
(1) One year replacement and five-year warranty "refers to the free replacement period in the first year of product purchase, and the free repair period within five years. After the warranty period is exceeded, only the production cost will be charged for repairs. This commitment is different from the warranty period in our business contract for our service commitment to customers.
(2) The scope of warranty is limited to the product host, interface card, signal output board, satellite receiving antenna, SFP module; Packaging, various connecting wires, software products, technical data, components with attenuation characteristics (such as constant temperature crystal oscillators and rubidium atomic clocks), and consumables (such as touch screens) are not covered by the warranty.
Software upgrade service:We provide users with free version upgrade services for system software, but the free software upgrade service does not include functional upgrade services for system software.
Handling of transportation costs incurred for repairing/repairing products:
(1) If there are quality problems with the product within one week after purchase and the appearance is not scratched, after confirmation by our customer service center, a new product can be directly replaced;
(2) During the warranty period, we will send the replacement and warranty products to customers or distributors;
(3) Due to batch issues with the product, we proactively recalled and replaced it.
※ We will bear the shipping cost for those who meet one of the above three conditions, while any transportation and customs clearance fees incurred will be borne by the customer or distributor.
Fee based maintenance commitment:If the product is a paid repair, the repaired parts will enjoy a free warranty period of twelve months from the date of self repair. Please keep your repair certificate.
The following situations are not within the scope of free replacement and warranty:
· Failure to install or use the product in accordance with the instructions resulted in product damage;
· The product has exceeded the warranty period for replacement or warranty;
· The product barcode or serial number has been altered or deleted;
· The product has been repaired or disassembled without authorization from our company;
· Without our company's permission, customers make unauthorized changes to their inherent settings files or cause virus damage, resulting in product failure;
· Damage caused by transportation, loading and unloading during the customer's return for repair;
· The product is damaged due to unexpected factors or human behavior, such as improper input voltage, high temperature, water ingress, mechanical damage, dropping, severe oxidation or rusting of the product, etc;
· The product is damaged due to uncontrollable natural forces such as earthquakes, fires, etc.
