After-sales service

Product Maintenance and After-Sales Service Instructions

◆This guide aims to standardize our service processes and better serve our customers, distributors, and partners

■1. Maintenance and Repair Terms

■2. Product Services

2.1 Telephone Support Service

2.2 Hardware Support Services

2.3 On-site support services

2.4 Website, WeChat, or QQ support services

■3. Disclaimer

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·1Maintenance and repair terms

The warranty period and support service period for WELLAUTO products are as follows:

Note: For products with extended warranty periods due to special agreements, only the warranty period is extended, not the free replacement period

illustrate:

(1) Customers can use the product barcode label for warranty service. The barcode label is affixed to the product itself or its packaging box and contains information such as the product model and serial number. (If the product does not have a barcode label or the barcode label is damaged, our repair center will provide service as if it were an out-of-warranty product.)

(2) Free warranty period: This refers to the warranty period calculated from the date the customer accepts the WELLAUTO product. If the WELLAUTO product fails due to hardware failure not caused by “human damage”, WELLAUTO will provide free warranty

The following situations fall under the category of "human-caused damage," and WELLAUTO regrets that it cannot provide free warranty service for products damaged by human error:

1) The fault is obviously caused by improper use or maintenance, such as liquid injection, external pressure, drop damage, mold, corrosion, or circuit board burnout caused by incorrect power supply connection

2) The product has been modified, such as by drilling, adding wires, or applying coatings;

(3) For products damaged after the free warranty period, our company provides lifetime maintenance services, but will provide paid repairs depending on the extent of the damage

Note: The repair costs and details for products out of warranty are subject to interpretation by the WELLAUTO service center

(4) Product Replacement: Upon receiving the goods, customers should immediately open the box and inspect whether the appearance is intact and whether the accessories are complete. If any abnormalities are found, please contact WELLAUTO or your supplier immediately and note it on the receipt. For physical damage such as appearance damage caused by transportation, customers can return the damaged products or parts to the regional distributors and WELLAUTO offices. WELLAUTO will resend the products or parts on the second business day after receiving the damaged parts

     If the product is in perfect condition upon unpacking and all accessories are included, and the customer discovers a performance malfunction within 90 days, they can receive a brand new replacement for the damaged product or part without first returning it to WELLAUTO. WELLAUTO will ship the product or part on the second business day, depending on local inventory and shipping conditions. The customer must return the damaged product or part to WELLAUTO within 15 business days of receiving the replacement. If the customer fails to return the damaged part within 15 business days or the returned damaged part does not meet the acceptance conditions (e.g., incorrect model, incomplete product, or damage during shipping due to improper packaging), the customer must purchase a replacement at the current price

(5) Software upgrade: Provide free return-to-factory software upgrade service for purchased products

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·2Product services

    WELLAUTO products offer services including telephone support, hardware support, on-site support, website support, and software upgrades

2.1Telephone support service

Customers can submit questions regarding technical support, spare parts, purchase, and after-sales service for WELLAUTO products through the WELLAUTO customer service hotline during working days. Service personnel will provide solutions to you and your customers as soon as possible

Telephone technical support includes product usage instructions, troubleshooting, and solutions. Before you call for support, please prepare the following information, which will greatly save you time on the phone (optional):

1) Product model, purchase date, and distributor name;

2) Problem details and error message;

3) System hardware and software information, including detailed version information;

4) Equipment operating environment;

5) Any abnormal conditions in software or hardware;

6) The name of the unit, contact person, and contact number at the current fault site

    Sufficient information helps to quickly identify the cause so that it can be provided to you and your customers in a timely manner

 2.2Hardware support services

WELLAUTO's hardware support mainly includes mail-in repair service, mail-in service, spare parts replacement service, and upgrade service

The mail-in repair service refers to the customer sending a faulty product or its faulty component to the WELLAUTO repair center for repair. The repair period is 10 working days (calculated from the date our company receives the product for repair to the date our company mails it out, excluding holidays and transportation time)

Special notes regarding mail-in repair service:

1) If a returned product is missing any accessories, our repair center reserves the right not to deliver it (unless otherwise agreed)

2) If the shipping fee for repaired items (excluding replacement items) mailed to our company is payable upon delivery, our repair center has the right to refuse to accept them (unless otherwise agreed)

3) During the warranty period, our repair center will pay for the return shipping costs of the product; after the warranty period, the return shipping costs will be paid upon delivery (unless otherwise agreed)

4) For products that have passed the warranty period, our repair center will charge corresponding repair fees. The specific amount will be determined by the corresponding repair contract (unless otherwise agreed)

The replacement service refers to a service where, if a WELLAUTO product has a problem within the 3-month purchase period, WELLAUTO will first send out a brand-new, fully functional product for replacement, and then retrieve the faulty part

  The spare parts replacement service refers to a service where, for products that have been purchased more than 3 months ago but are still under warranty, our company can first send out a spare part (functional but not new) for replacement, and then take back the faulty product (if the damage is caused by human error, it will be handled separately)

Upgrade service refers to WELLAUTO's service of returning WELLAUTO products to the factory for software upgrades, system capacity expansion, or hardware upgrades, or providing remote host computer software upgrade services online, upon customer request

2.3On-site support services

If a WELLAUTO product malfunctions during operation and cannot be resolved using effective remote support, please first contact your local WELLAUTO dealer or sales representative. The dealer or sales representative will then request that WELLAUTO dispatch an engineer to the customer's site to resolve the malfunction caused by a problem with the WELLAUTO product itself

2.4Website, WeChat, orQQsupport services

Customers can obtain technical data and service information for WELLAUTO products by visiting WELLAUTO's official website, www.wellauto.net

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·3、Disclaimer

The services described in this after-sales service manual are covered by a written license and limited warranty. These licenses and limited warranties provide the corresponding rights to customers who purchase these products. Nothing in this document should be construed as changing, nor creating, any new warranty or license provided by WELLAUTO for its products

Except for the responsibilities and obligations stipulated by Chinese law, WELLAUTO declares that it cannot be liable for the following situations. If you have any objections, please contact WELLAUTO or your dealer immediately

1) Any liability arising from WELLAUTO product malfunctions, including losses due to production stoppages, personal injury, and data loss due to IC malfunctions, wireless signal strength, etc

2) Service delays caused by natural disasters, spatial distance, traffic or transportation delays, war, and government emergency orders;

3) Losses caused by other software malfunctions (such as viruses) or problems with the server operator;

4) Losses incurred due to lost passwords/passwords;

5) Losses caused by misunderstandings that may arise during voice communication in telephone technical support services, outdated versions of technical documents provided during the service process, or omissions in parameter descriptions