2.1 Classification of Defective Products
Class I: Dead-On-Arrival (DOA) defective products.
Class II: Warranted defective products, which fail not less than 30 days (45 days for channel partner) after the date of dispatch.
Class III: Defective products whose warranty periods have expired.
- 1. The DOA product must be reported to and confirmed with EVOC within 30 days (45 days for channel partner) after the date of dispatch. EVOC will accept the returned product or give a new replacement to the customer free of charge. The customer can choose from the following services:
- A. Servicing at the nearest Global Service Center of EVOC;
- B. Replacement with a product of same specification;
- C. Return service (The product to be returned shall be retuned in its intact package without unauthorized alteration. EVOC will bear the round-trip postage for DOA product replacement. If the returned product meet the requirement but its failure occurs 30-60 days after the date of dispatch, EVOC will deduct a demurrage fee equal to 20% of the product value.)
- 2. For Class II products, in case of failure due to defective quality, EVOC will provide free repair. The postage for returning to EVOC must be borne by the customer, and the postage for sending to the customer after servicing will be borne by EVOC. In case of failure due to non-defective quality, EVOC will charge a reasonable maintenance fee and provide corresponding failure analysis report, and the round-trip postage will be borne by the customer.
- 3. For Class III products, EVOC can provide paid maintenance service for products out of their warranty periods. Such products are subject to the confirmation by the Maintenance Department of EVOC that the provision of such maintenance is economically feasible, and such products shall be so damaged that their minimum quality criteria can be met after servicing. Replacing materials and parts will be charged with corresponding labor cost, material cost and round-trip freight.
***Supplementary notes on the warranty service for Class I and Class II products:
- 1. The DOA product must be returned intact with all original packaging and accessories and without any damage.
- 2. EVOC will bear all the shipping cost for forwarding and returning, and discuss with the customer on charging a reasonable fee in case of force majeure.
- 3. All the transaction documents such as commercial invoice, contract and packing list must be attached to the returned product.
- 4. The customer, if, upon arrival, finding the product or its package sent by an express company is damaged during transportation, shall immediately make a claim with the insurance company and meanwhile inform EVOC.
- 5. Products becoming non-repairable due to natural disasters such as fire, flood, lightning, earthquake and pollution, or damaged due to unauthorized upgrading or test by the customer, are not covered by the warranty.
- 6. Products with their warranty labels and barcodes removed or altered are not covered by the warranty.
- 7. EVOC is not liable for damages to products or accessories due to failure to follow the operating instructions in the user's manual, and has the exclusive right of discretion. If the customer requests services, EVOC will charge a reasonable maintenance fee.
- 8. Unidentified damages to products due to the customer' s failure to re-pack the returned product as it was originally packed or properly provide protective packing are not covered by the warranty. If the customer requests servicing, EVOC will charge a reasonable maintenance fee.
- 9. During the warranty period, EVOC will repair and replace all defective products returned to EVOC. EVOC has the exclusive right of discretion in deciding whether to repair or replace a product.
2.2 Warranty Procedure
2.2.1 Confirmation of RMA (Return Merchandize Authorization) number
- 1. The customer fills out the RMA REQUEST FORM and emails or faxes it to the Maintenance Center of EVOC.
- 2. EVOC confirms the feasibility of the repair and sends back a RMA number to the customer for tracking.
2.2.2 Defective Product Check on Arrival
- 1. EVOC' s RMA engineer will check the customer' s defective product within two working days after the product' s arrival and promise to repair it within 10 working days.
- 2. If the product package arrives without damage and the defective product meets the conditions described on the RMA Request Form, it will be processed for repairing.
- 3. If the product package is damaged on arrival or different from the description in the RMA Request Form, EVOC shall contact and confirm the status with the customer before proceeding.
2.2.3 Repair
The RMA engineer will repair the defective product as described in the RMA request form. The product will be tested to ensure it is in proper working order and a repair report will be provided to the customer.
2.2.4 Package and Delivery to the Customer
The repaired product will be well packed and delivered to the address specified by the customer. Meanwhile, the customer will be informed of the RMA number, delivery date and mail tracking number sent by the RMA engineer.
*** Notes on Packing and Delivery to EVOC:
- 1. The defective product must be well packed to avoid damage during the delivery.
- 2. DOA products must be returned to EVOC with all original package and accessories.
- 3. For Class II and Class III products, only damaged parts need to be returned. Accessories of peripherals need not to be attached.
- 4. The customer shall confirm the RMA number with EVOC before sending the faulty product to EVOC.
- 5. In order to speed up the process of repair, please contact our warranty specialist and indicate the arrival date and quantity of the returned items as well as the tracking number of the delivery bill via E-mail or fax.
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