Process Description

1. Defective products must be returned to the company by the customer;

2. Channel distributors and customers provide direct feedback to the branch’s technical support team.

3. The branch office’s FAE will make an initial determination as to whether the issue is caused by a hardware failure or a software bug.

4. The After-Sales Service Department records and manages defective products returned by dealers;

5. The accounting administrator verifies the issue and determines the type of repair (e.g., whether the warranty has expired, whether the damage was caused by human error, etc.);

6. For defective machines within the warranty period that are not the result of human error, they will be forwarded directly to a service engineer for repair and analysis;

7. Repairs for items returned due to abnormal damage (caused by human error) during the warranty period, as well as repairs for items returned after the warranty period has expired, will be subject to a service charge following a fault diagnosis;

8. For paid repairs and returned items, list the repair items and cost breakdown, and send this information to the customer for confirmation;

9. If the customer does not agree to the repair, return the defective unit directly to the customer;

10. The customer agrees to pay the repair costs using the account provided by the company;