- When customers need to return, exchange or repair products due to quality issues, they must first contact our technical support to report the problem and confirm its location;
- The customer provides product information feedback to the manufacturer's technical team (such as the SN number of the equipment, any defects, etc.). After the technical team locates the problem, the bill of lading is generated in the work order system. If the product is to be returned, exchanged, or repaired, it must be executed in accordance with our after-sales policy;
- When returning products, it is necessary to ensure that the MAC/SN information on the body is clear and complete. For single board returns of the whole machine, a corresponding list should be attached, including the single board serial number and the corresponding SN list of the whole machine.
- Devices that have not been confirmed by technical positioning or provide incomplete product information will not be processed after being sent back to the factory by themselves.
Support
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1. Hardware Failure Process Description (excluding returns and exchanges without reason and borrowing testing equipment)
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2. Feedback process diagram for product quality issues
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3. Scope
- Applicable for handling product quality complaints from customers, including regional agents, partners, subordinate customers sold by business managers, subordinate agents, or end customers
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4. Purpose
- In order to unify and standardize the feedback channels and handling methods for product quality issues, and ensure the effective closure of product quality problems;
- Establish a clear quality anomaly feedback process and clarify the responsibilities of each department in handling quality anomalies;
- Drive the team to follow up on some abnormal quality issues and continuously improve product quality.
