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¡ö General Provisions
¡ù Purpose: These regulations are instituted to meet the requirements of customers with professional and timely service.
¡ù Content: These regulations consist of items of general provisions, service instructions and response time.
¡ù Service Aim: Provide customers with professional, timely and continuous service. Try our best to meet the requirements of customers.
¡ù Service Principle: Integrity and sense of responsibility, sophisticated skill and customer oriented.
¡ù Performance guarantee
1. Notice for lack of configuration should be provided in written form within thirty (30) days from Airway Bill (hereinafter called AWB) date. Otherwise, it is considered as conformability information. Responses will be made within one working day after receiving written notification.
2. Products are warranted with free service and replacement of components with same brand, type and specifications for a period of one year from AWB data against defects of quality.
3. Replaced parts are warranted with free service and replacement or maintenance for a period of 90 days from the purchasing date against defects of quality, but not exceeding the warranty of whole set of the purchsed original tester.
4. Technical whole-life service will be provided beyond warranty period. While cost of maintenance is free, cost of material as well as freight for materials and whole unit out and home is charged.
5. Responses will be made within one hour after receiving service application. Disposing suggestions and solutions will be provided within one working day.
¡ù Contact information ( 8: 00-17: 00 from Monday to Friday, Beijing time ) £º
¡¤Tel: +86-0531-85864214, 85824157, 85953155 -- extension 8055
¡¤+86-0531-85066598 ( direct line )
¡¤Fax: +86- 0531-85066598
¡¤E-mail: afterservice@labthink.cn
¡¤Http: www.labthink.cn
¡¤Postcode: 250031
¡¤Address: No.144 Wuyingshan Road, Jinan, China
¡ù Exclusion
For products which are not sold by LABTHINK directly, the sales regulation abides by the service agreement and quality guarantee regulations between distributors and customers. Division of authority and responsibility as well as the quality guarantee regulations between corresponding distributor and LABTHINK follow the content of contract (oral agreement) between these two parties.
¡ö Service instructions
¡ù Instructions for Initial Use
1. Package Inspection: Before handing over the products from warehouse of airport or seaport, please check the appearance of the packages/veneer cases. If the products were insured against transportation risk, please contact the insurance company for negotiation of the damage. As long as the products were picked out from warehouse mentioned above, insurance company would stop paying for the damage caused by transportation. The notice for damage of pacakge should be sent to Labthink in written with 5 working days after the arriving date of airplane or ship. Warranty related to international transportation complys with TERMs specified by ¡°International Rules for the Interpretation of Trade Terms / INCOTERMS 2000¡±.
2. Open-package Inspection£º Check the required configuration of product in contract with that of packing list. Make sure that all the parts mentioned in the packing list are included. (When taking out the products from the package, pay attention to the caution sign such as ¡®do not hold here¡¯.) Be sure all seals on the instrument are intact. Otherwise please contact LABTHINK within 7 days.
3. Product Commissioning£º Please review the manual and other materials supplied with the instruments carefully. Test the instruments under specified environment (temperature, power supply, gas supply etc.), parameters and operating mode. If there is any problem about our products, please don't hesitate to inform LABTHINK before commissioning. (If the computer is available, software has been installed before delivery. Users can use the computer directly. Discs supplied with instrument should be kept carefully for future use)
¡ù Confirmation of Warranty Period
Warranty period is supported from AWB date (Buyer and seller as well as the product mode are given clear indication). In case there¡¯s no such supporting document, the warranty starting date will be Ex-factory Date of the purchased products recorded by LABTHINK. In any of the following cases, there will be no maintenance free of charge.
1. Products that are not purchased from LABTHINK or LABTHINK¡¯s agents or distributors are not covered in the service regulation.
2. Defects of instrument or other components caused by the use of accessories or peripheral equipments not produced or authorized by LABTHINK.
3. Defects or damages of instruments or other components resulted from abnormal reasons (including unsuitable power supply, working environment, not the first delivery, long term storage, outside force and foreign matters entering instrument).
4. Defects or damages of instruments or other components caused by natural influences (such as earthquake or fire) or accidents (such as stealing and lost)
5. Defects or damages of instruments or other components caused by dismantling, repair, and refit without LABTHINK permission.
6. Defects or damages of instruments or other components caused by plugging and connecting power cord , printing cable, communication cable and other connecting wire without shutting off the power supply.
7. According to the international convention, correlation insurance company is directly responsible for charges of maintenance or complete damage resulting from serious damage during international transportation. Customers must inform LABTHINK within one working day after receiving the product. (For uninsured cargo, it is recommended that customers deduct insurance)
8. Defects or damages of wearing parts or consumptive parts (such as printing paper, lamps and filter paper).
¡ù Expiration of Warranty Period
Warranty period is expired in one year from the AWB date (indicating the transaction sides and instrument type). Without above supporting document, the warranty start date will be the Ex-factory Date of the purchased instrument recorded by LABTHINK.
¡ùService Charge
1. Training
a. LABTHINK provides customers with demonstration video of the sold products free of charge (attached with instrument or transmitted through Internet)
b. On the condition that customers request and are willing to bear correlative expenses, LABTHINK engineer may arrive at the nominated places for product installation, debugging, training and commissioning. While training and maintenance service is free of charge, users must undertake relating traveling expense of the engineer (including round-trip air ticket, ticket, accommodation and other traveling expense). With the signed (or reached) service contract (oral agreement) between two parties and prepaid relating expenditures, LABTHINK will appoint her engineer for contract service.
2. Maintenance
a. For problem caused by product quality within warranty period, LABTHINK will provide product maintenance, technical support, freight out and home as well as spare parts free of charge.
b. Problem not caused by product quality within warranty period or maintenance beyond warranty period is only charged for replaced parts. However, freight charges home and out are at customer¡¯ side (only the replaced part is charged if transportation of instrument is unnecessary).
c. Door-to-door service beyond warranty period requires signed (or reached) service contract (oral agreement) between two parties. Users must undertake relating traveling expense of the engineer (including round-trip air ticket, accommodation and other traveling expense). With the signed (or reached) service contract (oral agreement) between two parties and prepaid relating expenditures, LABTHINK will appoint her engineer for contract service.
¡ö Service Content
1. Please contact LABTHINK as soon as possible if there is problem during the process of operation. To help service engineer supply accurate and timely solution to you, please make the following preparations before contacting us:
(1) Check product type on product certification (or in operation manual and manufacturer certificate), check serial number on the product.
(2) Having reviewed instruction manual carefully and having it at hand at the time of contact
(3) Check if the fuse and all the connecting wires are in good condition when there is malfunction.
(4) Collect information about symptoms of problem (including displaying content and operation condition), the time of problem occurs and other detailed information (customers who conceal actual information should be responsible for the lost.)
2. LABTHINK will call the customers or send emails to the customers aperiodically to learn about working condition of products.
¡ö Response Time
1. LABTHINK¡¯s personnel will response to help users solve the problem within one hour after receiving telephone call or written notice. It will give customers technical support through remote technologies such as telephone call, E-mail, and demonstration video. If component replacement is needed, the required component will be sent out within one working day (if there is charged fees, the required component will be sent out after receiving fax of SWIFT copy for payment transfer).
2. If instruments need to be returned for maintenance, LABTHINK will notify the user within one working day after receiving the product about the inspection information. Instruments will be repaired within two working days and send out within three working day after repairing (if there is charged fees, the product will be sent out after receiving fax of transferred account).
3. If technical support cannot be realized through internet while it is inconvenient to send instruments back, LABTHINK can offer door-to-door service. Charges and regulations are as above stated. Unless special conditions, the response time is:
¡¤Inform customers the personal information of LABTHINK engineer within one working day after receiving customer notice and reaching agreement.
¡¤On the premise that customers provide corresponding invitation and other necessary help, LABTHINK shall get the engineer¡¯s visa as soon as possible.
¡¤LABTHINK engineer shall arrive at appointed place within one week of the visa date, if there is proper airline.
¡ö Others
¡¤These regulations are the only open service regulations for customers. Herein other ones with special purpose or beyond the above items are refused.
¡¤The right to explain these regulations is reserved by LABTHINK INSTRUMENTS CO., LTD.
¡¤The right to revise these regulations is reserved by LABTHINK INSTRUMENTS CO., LTD.
¡¤Distributors (agents) should refer to cooperation agreement additionally. |
