1. Product warranty period: We provide customers with an 18-month product warranty period, calculated from the date of product delivery or installation. During the warranty period, we will provide free repair or replacement services for faults that occur under normal use and are not caused by human damage. For any damage caused by any of the following reasons within the warranty period, we will charge some repair fees:
a. Machine damage caused by incorrect use and unauthorized repair or modification
b. Machine damage caused by fire, flood, abnormal voltage, other natural disasters and secondary disasters
c. Hardware damage caused by human-induced falling-off or transportation after purchase
d. Machine damage caused by failure to operate in accordance with the user manual provided by SynMatic
e. Machine faults caused by reasons other than the machine itself (such as external device factors)
2. Technical support: We provide a professional technical support team to answer customers' questions during product use and offer technical guidance and suggestions. Customers can contact our technical support team through telephone, email, or online chat.
(1) Feedback on non-quality issues
Respond within 30 minutes, submit an initial solution within 2 hours, and offer the final handling result within 2 working days.
(2) Feedback on quality issues
Respond within 30 minutes and submit an initial solution within 2 hours.
The deadline for the final handling result shall be separately negotiated by both parties based on the actual situation due to engaged tasks such as product return for repair, safety and function testing, and submission of analysis report.
3. Repair services: We provide paid mail-in repair service and on-site repair service for non-quality issues of products beyond or within the warranty period. Our repair team will inspect and repair the products as soon as possible and ensure that the performance indicators of repaired products are the same as the original ones. The following table lists the charging standards for paid on-site service.
On-site services: Respond within 2 hours, reach the site within 24 hours, and fix the issue within 72 hours.
Return repair cycle: Fix and return the product within 3 working days (excluding round-trip transportation time).
4. Spare parts supply: We commit to providing customers with sufficient spare parts supply throughout the entire service life of the product. For commonly used spare parts, we will maintain an inventory to ensure that customers can obtain their required spare parts in a timely manner.
5. Software upgrade: We will provide customers with free or paid software upgrade services to maintain the latest functions and performance based on product updates and improvements.
6. Training services: We can provide training on product usage and technologies to help customers better understand and use the products according to customer requirements.
7. Quick response: We commit to responding immediately after receiving customers' after-sales service requests and arranging service personnel to handle them at the earliest possibility. For emergency situations, we will provide emergent response to prevent severe impact on customers' production and operation.
8. Customer satisfaction survey: We will conduct regular customer satisfaction surveys to acquire customers' opinions and suggestions on our after-sales services, and continuously improve and enhance our service quality.
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