drick is committed to providing after sales service to all clients. we have experienced after-sales service team and provide all kind of assistance and resolution to customers.
our services include:
1. remote services for the installation of the equipment
2. free maintenance is provided for quality problems during the warranty period.
3. provide product lifelong technical service outside the warranty period. for maintenance, only the material fee will be charged, and the maintenance fee will be waived for the rest of your life.
4. in case of factory maintenance product will be processed within 2 working days after receipt, and the user will be notified of the treatment.
5. 24/7 online customer service is available.
after sales service terms and conditions
instructions for first use of the product:
1. unpacking the instrument : after the product is unpacked, the user first checks whether the packing list is consistent with the requirements and configuration on the purchase contract, and then checks the packing list according to the packing list and confirms whether the random accessories are complete. if there is any objection, please contact as soon as possible. drake gets in touch. if the user does not raise any objection within 7 days after the receipt of the goods, derek will be deemed as the user's approval and accept the factory configuration, and the configuration is complete. (when the product is taken out of the package, you should pay attention to the warning signs (such as "forbidden to grab here", etc.) and handle the operation according to the corresponding requirements.
2. instrument fixing : after the product is out of the box, the user should carefully read the random product manual and related materials, and then debug the product according to the test environment (conditions), power supply, air source, operating parameters and operation mode that meet the requirements. if there is any ambiguity, please contact the drick service center and confirm it before commissioning. (please note when there is a computer in the configuration: the corresponding product software has been installed and can be used directly at the factory, please keep it in a safe place for later use.
3. operation conditions and terms: before using the product, first confirm that the test environment (condition), power supply, gas source, and operating parameters meet the test requirements. in case of problems, please refer to the product manual or visit the derrick website www.drick.cn for related information; you can also contact the drick service center. in order to facilitate the service personnel to accurately and timely deal with the problems you encounter, please be sure to do the following preparations before contacting:
(1) determine the product model by product identification (or manual, product certification);
(2) the product manual has been carefully read and prepared at hand before calling;
(3) provide detailed fault phenomena (such as display content, operating status, etc.), the time of occurrence of the fault, and other more specific information (if the user conceals the real situation, the loss is borne by the user).
confirmation of warranty period:
the warranty period is one year from the date of the product delivery order (specify the product model and number and is covered with the drick outbound) or the date indicated on the copy of the delivery slip. if the user is unable to provide the product delivery slip (or copy), the warranty period is calculated based on the date of manufacture of the product provided by drick. the corresponding provisions of the warranty period are not applicable when one of the following conditions is true:
1. loss of consumables and consumables, such as filter paper, lamp, etc.
2. damage to the product or its components caused by the use of expansion parts or peripherals not approved by drake.
3. abnormal causes (including power, air supply, working environment, external force and foreign matter entering the equipment that do not meet the requirements) cause damage to the product or its components.
4. natural factors (earthquakes, fires, etc.) or accidents (stolen, lost, etc.) that are not manpower can cause damage to the product or its components.
5. demolition, repair, modification, damage to the product or its components.
6. power cords, print cables, communication cables, and other cables may cause damage to the product or its components.
confirmation of the expiration of the warranty:
the expiration of the warranty period begins on the product delivery order (specify the model number and serial number and is stamped with the drick outbound) or the date indicated on the copy of the delivery slip. if the user is unable to provide the product delivery slip (or copy), the date of manufacture of the product provided by drick is the starting date of the warranty period.
service content:
1. provide guidance, technical support and telephone, written or on-site training on the operation of the user's products.
2. for the faulty product to assist the user to check and handle, or return to the factory for repair, or on-site inspection and treatment.
3. telephone or door-to-door visits and technical guidance on the use of user products from time to time.
4. provide downloads of product usage and troubleshooting instructions on the drick website.
calculation of service fees:
1. during the warranty period, due to the quality problems caused by the repair, drick will bear the cost of product maintenance, technical support, instrument transportation, personnel door-to-door and replacement parts. the product transportation method and the tools used by the staff are provided by drick is ok.
2. for the maintenance of products outside the warranty period, drick is exempt from the maintenance fee. the user only needs to bear the cost of replacement parts and the cost of transportation to and from the logistics. the transportation method is negotiated by both parties. when the door-to-door service is provided, the user bears the cost of the door-to-door expenses.
3. when repairing and dispatching accessories during the warranty period, the cost is borne by drick, and the mode of transportation is determined by drick.
4. when returning home visits and free training products on-site training, all expenses are borne by drick; when training products that are not free training, the expenses for on-site training expenses are borne by the users.
5. for products sold by non-drick, drick can provide corresponding services and support if the user cannot obtain the support of the manufacturer. all costs in the service process are borne by the user.
service response cycle
1. after receiving the user's request, the drick service personnel will respond within 1 hour and provide technical guidance in time to assist the user in solving the problem. spare parts will be issued within 1 business day when the accessories are sent.
2. when the product is returned to the factory for repair, drick will notify the user of the arrival and inspection within 1 working day of receiving the product, repair it within 2 working days and notify the customer to handle the situation, and then repair it. it will be issued within 1 working day (the product will be issued within 1 working day after receiving the fax of the transfer receipt).
3. when on-site maintenance service is provided, after the two parties sign the service contract (or reach a verbal agreement), there is no special case for non-holiday:
· in the province, service personnel will generally arrive within 2 working days;
· within 1500 km of the province, service personnel usually arrive within 3 working days;
· in the area where the itinerary is 1500 km away and the transportation is not convenient, the customer service staff will actively negotiate with the user and guarantee to arrive in the shortest possible time.
4. when the on-site product training is started, it is generally calculated according to the time when the product arrives at the user. when the fee is charged, the calculation is started according to the time when the fax of the transfer order is received. there is no special case for non-holiday:
· in the province, service personnel will generally arrive within 2 working days;
· within 1500 km of the province, service personnel usually arrive within 3 working days;
· in the area where the itinerary is 1500 km away and the transportation is not convenient, the customer service staff will actively negotiate with the user and guarantee to arrive in the shortest possible time.
execute according to the agreement when otherwise agreed with the user.
others
· the final interpretation of this regulation belongs to shandong drick instrument co., ltd.
· the company reserves the right to amend this regulation.
organization
ms charlene: