After-sales Service

After-sales Service Object

1). The after-sales service promised by the Company is only applicable to distributor customers or direct sales customers authorized by the company.
2). The after-sales service of the sensor and module products promised by the company is applicable to the full range of products sold by the company.

After-sales Service Mode

1). Telephone technical support service: If you encounter any technical problems in the process of using the company's products, you can call the technical service phone: 0574-88097236, to get technical support services, the company's professional and technical personnel to answer all kinds of technical problems encountered in the process of product use.
2). On-site technical support services: The company will arrange on-site technical exchanges with long-term cooperative customers from time to time.
After-sales service: The company provides free warranty services for the sensors and modules sold within the scope of warranty, and provides paid maintenance services outside the scope of warranty. Users can mail faulty products to our company. Please fill in: attachment <Product Quality Policy (Customer Copy) >
Delivery address: Ningbo AQSystems Technology Co., Ltd.
F4-17 Building, Zhong Wu Technology Park No.228, Jin Gu Bei Road, Yinzhou District NingBo, Zhejiang Provence, P.R. China          Post Code: 315100
To: After-sales Service Department
Tel: 0574-88097236, 88096372

Product Quality Assurance Rules

Details of Warranty Coverage
1). Gas sensors and other products sold by the company are subject to the following warranty dates: The warranty period is 12 months from the date of delivery.
2). Warranty: a. Replacement of product parts; b. Overall replacement of the same type of product (only once within the warranty period).
3). The company performs the obligation of repair and replacement during the warranty period, which does not lead to the extension of the warranty period.
4). Warranty products are purchased from our regular business channels.
5). It is necessary to ensure the integrity and consistency of identification, labels and product serial numbers.
6). Module products must ensure that there are no welding marks in the circuit board and no damage to the appearance.
7). In the case of complying with the above terms, the conditions for the replacement of module products: cannot be repaired by replacing parts;
8). Within a warranty period, product replacement is limited to one time.

Non-warranty Coverage Details
In any of the following cases, the company does not provide free warranty service:
1). Purchase from non-regular channels of the company.
2). The original serial number of the product has been altered, the logo has been torn up, and the product model or number is not consistent with the actual product.
3). The appearance of the product is damaged, and there are welding marks inside.
4). The products are exclusive customized products, not our company's standard products, need to be returned or replaced.
5). The waterproof breathable filter membrane of the sensor is damaged or contaminated.
6). The sensor pin is twisted, broken or has welding marks.
7). The product exceeds the warranty period stipulated by the company.
8). Failure and damage caused by failure to use, maintain and store in the recommended working environment according to the instructions of the product description or the correct method.
9). Product damage caused by mailing process.
10). Product damage due to customer's negligence or accident.

Customer Additional Product Paid Testing Services
Under the following circumstances, the company can provide paid testing services:
1). The company's products purchased through formal channels are used in the customer's products.
2). The customer provides the test method of the product.

After-sales Service Process

Service Process
① Customers through the purchase channel to the company (or dealer) sales personnel to propose technical support service needs.
② The company's sales staff to assist technical personnel to establish contact with customers.
③ Technicians provide remote technical support to customers through telephone, video and other means.
④ The technical personnel confirm that the products reported by the customer need to be returned to the factory for maintenance, and notify the sales staff.
⑤ The customer will return the faulty product to the mailing address provided by the sales staff.
⑥ Maintenance personnel complete the testing and maintenance of the repaired products according to the dispatch plan.
⑦ Sales staff contact customers to send back repaired products.

After-sales Service Process Description
1). Please call the technical service personnel of the company before returning to the product. After receiving the fault information from the user, the technical service personnel will answer all kinds of technical problems encountered in the use of the product by telephone.
2). If the phone technical support cannot solve the problem encountered by the user, the user can send the faulty product back to the company, and the test will be arranged immediately when the test conditions are available. If the test conditions are not available or the user requires to return to the original factory test, it will be directly returned to the original factory test. Return to the original factory test, if the sensor is qualified, the user requires to return the sensor, the freight will be borne by the user.
3). The company shall issue task test order on the day of receiving the faulty product, and the tester shall conduct performance test on the product according to the order plan.
4). In the company for testing, the cycle is determined according to the difficulty of feedback problems, usually within 5 working days to issue a test report and processing results, and provide the test report to the customer.
5). Classification of handling comments:
Product test results are qualified products, the company's technical staff will communicate with the user again, after customer confirmation, the qualified products will be returned to the user (written test report).
The product test result is unqualified product, and the product meets the warranty range rules, the company arranges to replace it first. If the product does not meet the warranty range of rules, the company's technical staff will communicate with the user, and can provide paid testing services.

Product Return to Factory Maintenance Precautions

1). Please pack each product that needs to be replaced individually to avoid damage during transportation, and send paper failure instructions or test data along with the goods.
2). Sensors containing PCB boards must be stored in anti-static bags.
3). To replace the products, ensure that the appearance of the products is clean, the packaging is intact, and no parts are lost.

Other Instructions

1). The Company shall provide warranty services for its products under the warranty conditions of the Company. This service is limited to products with quality problems, and does not include compensation for any direct or indirect losses caused by loss of interests of the purchaser and other unexpected circumstances.
2). After the Company replaces the product for you, the original faulty product will be recovered and owned by the company.
3). The after-sales service provided by the Company is limited to the scope described in this commitment, and the Company shall not be responsible for any commitments made by any sales personnel or dealers beyond the content of this commitment. The company reserves the right to change and amend this commitment.
4). Under the premise of this commitment, the Company reserves the right of final interpretation.

Ningbo AQSystems Technology Co., Ltd.

Technical Service Department