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After-sales service

After-sales service

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Free quick repair service

The company provides quick repair service for products within the warranty period. All products that are not repaired within the promised repair period will be replaced free of charge. For customers who return large quantities of equipment for repair at one time, the delivery date is negotiated and promised, and it is not within the scope of the promised repair period below. The repair period is calculated from the time the after-sales service receives the returned equipment to the time it is repaired and shipped, excluding the time used for transportation;

Note:
① When there is a discrepancy between the original purchase certificate date and the production time, the original purchase certificate date shall prevail;
② For the warranty policy of random promotional products and independently sold or non-standard products, please refer to the warranty certificates corresponding to promotional products and independently sold or non-standard products
③ For special project products, the warranty period of demonstration machine transfer sales shall be subject to the purchase and sales contract;
④ For deformation and detachment of chassis panels found upon receipt, free replacement service for the whole machine can be provided. For deformation and detachment of chassis and panels found when sold to end users, paid replacement service can be provided; free replacement service for air column bags, wires, and packaging cartons can be provided without reason;
Note: For all NVR units, Tianshitong after-sales service only repairs defective motherboards and does not accept the entire unit being sent back for repair.

Paid repair service

If any of the following situations occurs, you will not be able to enjoy the free express repair service. Our company will charge corresponding fees in accordance with the relevant provisions of the "Charge Standards for Paid Services", and the repair period will be determined according to the actual situation.
General:
1) Expired warranty period;
2) Failed to provide valid purchase receipt or the product model or number on the receipt does not match the actual product;
3) Equipment labels, serial numbers, anti-counterfeiting marks are blurred, damaged, altered, or unrecognizable;
4) Failure to use, maintain, or store the product in accordance with product requirements, such as: equipment damage, deformation, plug-in shedding, device pad shedding, burning, etc. caused by falling, squeezing, high temperature, corrosion, foreign matter entry, poor electrical environment, improper operation, etc.;
5) The product cannot be used normally due to the use of pirated, non-standard, self-compiled, or third-party unpublished software;
6) Failure or damage caused by natural disasters, or force majeure such as war, lightning strikes, etc.;
7) Product failure or damage caused by self-remodeling, repair, and installation without the confirmation of authorized service agencies and their personnel. Key points:
The following situations are not covered by the normal warranty. Those not listed shall be handled in accordance with "2.1 General Rules"
1) The solder pads of the motherboard components fall off due to excessive force when tightening the screws when installing the fixing frame;
2) The solder pads of the terminal block fall off due to excessive force;
3) The motherboard is deformed, broken, multiple components collide with each other, and the solder pads of the components fall off;
4) The solder pads of the main control fall off due to the removal of the main control heat sink;
5) The appearance is damaged or broken, such as the shell is broken, deformed, the glass is broken, the tail line is cut, etc.;
6) The motherboard has obvious signs of burning;
7) The main chips on the motherboard, such as the main control chip, FLASH chip, AD chip, VGA chip, etc., are seriously burned or broken.

Repair process

When the product you are using has an abnormality:
1) Please contact the supplier, local technical support or headquarters customer service staff by phone, QQ, etc.
2) Our service staff will contact you by phone to understand the specific product information and fault manifestations, and help you make a preliminary judgment.
3) If it is confirmed to be a hardware failure, please send or mail it to the designated service outlet or authorized service agency for repair according to the address provided by the service staff and the "After-sales Equipment Shipping Requirements" (see Appendix). Please be sure to back up your important information before sending it to avoid loss.
4) We will diagnose whether it is free of charge based on the device barcode, purchase receipt and fault situation. If it is a paid repair, we will notify you after determining the repair fee standard, and then carry out further repairs after obtaining your consent.
5) If the equipment fails during the warranty period, if a replacement product is required in special circumstances, please contact your corresponding business manager to determine whether a replacement product or accessory will be provided to you. Before providing a replacement product or accessory, a replacement agreement must be signed, and the faulty product or accessory must be returned to the service outlet or authorized service agency within one week after receiving the replacement product or accessory, and ensure that the fault is within the scope of free repair. Otherwise, you are responsible for paying the retail price for the replacement product or accessories, and will no longer enjoy the replacement service.
6) In order to save costs for both parties, the shipping costs incurred during the repair shall be borne by the sender.

Precautions and special reminders

Precautions:
1) The hotline number published in this document may be changed due to changes in objective factors. Please refer to the latest consultation telephone number published on our company's official website.
2) The above warranty commitment made by our company only applies to the standard components and accessories of our company's products when they leave the factory. When you purchase the product, all non-our company parts or accessories installed by the seller for you will be guaranteed by the seller. Our company will not be responsible for any additional commitments made by the seller to you; please ask the seller for a written certificate when purchasing this product to ensure that the seller will fulfill the additional commitment to you.
3) Our company will provide you with the prescribed warranty service within the scope of this standard service commitment. If you have other service needs beyond this standard warranty service commitment, please choose the paid service of the service outlets and authorized service agencies.
4) Purchase invoices and vouchers, purchase and sales contracts, purchase lists, equipment labels, serial numbers, etc. are important vouchers for you to obtain services. Please keep them properly. When our company's service outlets and authorized service agencies provide you with warranty services, please be sure to show the relevant vouchers.
5) Before sending for repair, please be sure to back up the information you think is important in time to avoid loss. Our company is not responsible for any loss caused by data loss during use or maintenance.
6) During the free warranty period, after our service outlets and authorized service agencies replace the equipment or faulty parts for you, the original equipment or faulty parts will be recovered by our service outlets and authorized service agencies and they will enjoy ownership.
7) Before delivery, please properly pack, pay attention to shockproof, carefully choose the delivery method and transporter and purchase transportation insurance. Our company will not bear any loss caused by you during the mailing process.
Special reminder:
1) This commitment only applies to products in the territory of the People's Republic of China (except Hong Kong, Macao and Taiwan). If the three-guarantee regulations of the products involved in the agency system conflict with these regulations, the agency system shall prevail.
2) Shenzhen Tianshitong Technology Co., Ltd. reserves the final right of interpretation of this commitment. Shenzhen Tianshitong Technology Co., Ltd. has the right to change and revise this commitment.
3) This commitment shall be implemented from the date of publication.

Copyright © Shenzhen Yuanguanghui Electronic Equipment Co., Ltd.    Technical Support：Centennial Network

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