Политика глобального обслуживания

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1. WARRANTY TERMS

1.1 Гарантийные обязательства

Продукты EVOC подразделяются на три категории: Стандартная продукция, Отдельные компоненты и Продукция на заказ (описание см. ниже).
Стандартная продукция – это продукция, которая была разработана, спроектирована и произведена компанией EVOC Intelligent, включая как платы и модули, так и полноценные компьютеры. Для полноценных компьютеров (включая защищенные ноутбуки), произведенных компанией EVOC, на все компоненты, за исключением сенсорных ЖК-экранов и аккумуляторных батарей предоставляется полная двухгодичная гарантия. Для сенсорных ЖК-экранов и аккумуляторных батарей действует одногодичная гарантия.
Под Отдельными компонентами понимаются комплектующие, которые не были разработаны, спроектированы и произведены компанией EVOC, включая платы ввода-вывода, модули, шасси/корпуса, блоки питания, мониторы, клавиатуры и мыши. На данную категорию распространяется 12-месячная гарантия. На продукцию или комплектующие, изначально закупленные, но не произведенные компанией EVOC, предоставляется только гарантийное и сервисное обслуживание их оригинального производителя. При отсутствии конкретных оговорок, на продукцию данной категории распространяется 12-месячная гарантия.
На Продукцию на заказ действует гарантия, оговоренная в соответствующих соглашениях между двумя сторонами.
Для определения гарантийного срока на всю прочую специальную продукцию решающими является обязательства, принятые на себя клиентом и компанией EVOC в соответствующих договорах.

* * Для того чтобы избежать влияния сроков доставки, которые фактически укорачивают гарантийный срок, компания EVOC откладывает срок начала действия гарантийного периода, который начинает исчисляться спустя 30 дней после отправки товара.
* * Нижеследующие положения о гарантийном обслуживании распространяются только на Стандартную продукцию и Отдельные компоненты. На Продукцию на заказ и специальную продукцию будут распространяться особые условия гарантийного обслуживания, оговоренные в контракте, подписываемым обеими сторонами.

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2. Процедура предоставления гарантийного обслуживания

2.1 Classification of Defective Products

Class I: Dead-On-Arrival (DOA) products, or Defective-On-Arrival products: Products found to be faulty upon arrival or as soon as they are put into use within the first 30 days (45 days for distributors) from the date of dispatch, either due to damage in transit or defects in the products.
Class II: Warranted defective products: Products whose defects are found and reported within the warranty period and are covered by the warranty.
Class III: Defective products not protected by warranty: Products outside the warranty period, or products not covered by the warranty for other reasons.
1. The DOA products must be reported to and confirmed with EVOC within 30 days (45 days for distributors) after the date of dispatch. EVOC will accept the returned product or give a new replacement to the customer free of charge. If the customer fails to report the DOA case or defects to EVOC within the time frame specified above, the product will not be treated as a DOA product.
The customer can choose from the following services:
A. Servicing at the nearest local Service Center of EVOC;
B. Replacement with a product of same specifications or same price;
C. Return service (The product to be returned shall be retuned in its intact package without unauthorized alteration. EVOC will bear the round-trip shipping cost for DOA product replacement. If the returned product meets the requirement but its failure or defect occurs and is reported 30-60 days after the date of dispatch, EVOC will deduct a demurrage fee equal to 20% of the product value. If the failure or defect occurs and is reported 61-90 days after the date of dispatch, the demurrage fee climbs to 30%. If the failure or defect occurs and is reported 90 days or more after the date of dispatch, product return is not allowed.)
2. For Class II products, in case of failure due to defective quality, EVOC will provide free repair or replacement. The shipping cost for returning the defective product to EVOC shall be borne by the customer, and the shipping cost for sending repaired product or new product to the customer shall be borne by EVOC, i.e., the shipping cost shall be borne by the shipper, and any expenses other than shipping cost shall be borne by the consignee. In case of failure not caused by quality defects, EVOC will charge a reasonable maintenance fee and provide a failure analysis report, and the round-trip shipping cost shall be borne by the customer.
3. For Class III products, EVOC can provide paid maintenance services for products out of warranty period. Such products are subject to the confirmation by the Maintenance Department of EVOC that the provision of such maintenance is economically reasonable, and such products shall not be so damaged that they cannot meet minimum quality criteria after the maintenance. EVOC shall charge the customer reasonable labor cost, material cost and round-trip shipping cost for replacing materials and parts.

***Supplementary notes on the warranty service for Class I and Class II products:

1. DOA products must be returned intact with all original packaging and accessories and without any damage.
2. EVOC bears the shipping cost for forwarding and returning, and any expenses other than shipping cost shall be borne by the consignee.
3. The customer shall provide the product serial number, or transaction vouchers such as commercial invoice, contract and packing list, etc.
4. If upon arrival, the product or its package is found damaged in transit, the customer shall give immediate notice to EVOC and provide effective proof, such as a picture of damaged product, to facilitate processing the claim with the insurance company.
5. Products that become non-repairable due to natural disasters such as fire, flood, lightning, earthquake and pollution, or damaged due to unauthorized upgrading or testing 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 EVOC has the exclusive right of discretion. If the customer requests services, EVOC will charge proper 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 proper 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 issues a RMA number to the customer for tracking. This RMA number is valid for 2 months.
3. After getting the RMA number, the customer shall put a copy of delivery note and the RMA form inside the package and return the defective parts or products with this RMA number.
2.2.2 Arrival of Returned Parts or Products
1. If the arriving goods are inconsistent with the delivery note on RMA form, EVOC will confirm with the customer for the next step action.
2. EVOC promises to repair or replace defective products within 15 working days of their arrival.
3. If the product package arrives without damage and the defective product meets the conditions described on the RMA Request Form, it will be processed by normal procedure.
4. 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 further. In this case, the commencement of time period for repair or replacement shall be deferred to the time when negotiation is completed and both parties have come to an agreement 2.2.3 Products to be Repaired
EVOC maintenance engineers will repair the defective product as described in the RMA request form. After the repair, the engineers will conduct functional testing to make sure the product works properly.
2.2.4 Packing 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 service engineer.

*** Notes on Packing and Delivery to EVOC:

1. The defective product must be well packed to avoid damage during the delivery. The customer shall be exclusively responsible for any losses or damages caused by the customer's improper packing.
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 or 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 EVOC service hotline staff and clearly indicate the arrival date and quantity of the returned items, as well as the mail tracking number.

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3. 7 x 24-HOUR ONLINE SERVICES

To better serve our customers, our technical service centers provide the following services:
A: 7 x 24-hour telephone technical support service;
B: Real-time technical support service by online technical specialists;
C: E-mail technical support with guaranteed response within 24 hours.
Tech. Hotline: +86-755-86255099
Support Email: support@evoc.com
Support Fax: +86-755-86255909

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4. EVOC TECHNICAL SERVICE CENTERS AROUND THE GLOBE

1. Mainland China (EVOC has 35 service centers across Mainland China which can provide technical support via telephone and field services to customers in this region.);
Офис в Шэньчжэне(in charge of technical support services across the world)
Горячая линия: +86-755-86255066
Факс: +86-755-86255909
E-mail:oversea@evoc.com
Tech. Hotline: +86-755-86255099
E-Mail:support@evoc.com
2. Technical Service Center in Germany (mainly in charge of technical support services in European region);
Офис в Германии
Tel.: +49-211-5228859-0
Факс: +49-211-5228859-11
Mobile: +49-1722307970
E-mail: de@evoc.com
3. Hong Kong Service Center
Офис в Гонконге
Tel.: (852)2375-5858
Факс: (852)2375-7238
E-mail: hk@evoc.cn
4. D. EVOC will provide global integrated services for worldwide users, so that they can enjoy services at their nearest EVOC service centers upon presentation of invoice or proof of purchase. With the expansion of our business, EVOC will establish more service centers across the world to provide users with even better services.

The following are EVOC’s special services:

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5. ON-SITE MAINTENANCE SERVICES

The VIP customer can choose to purchase EVOC’s full-year on-site maintenance service (door-to-door service), or buy the service from time to time from EVOC, all at negotiable prices.

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6. CUSTOMIZED MAINTENANCE SERVICE

Besides free warranty, EVOC offers special services that allows the customer to enjoy more meticulous product maintenance services for an extended period of time, such as regular maintenance, priority to request repair service in advance, extension of warranty period for Complete PC systems and parts, machine update service, free technical training for distributors and maintenance service for non-EVOC products, etc.
A. Extended warranty service: The customer can apply for extended warranty service (with warranty period longer than standard warranty service) at a higher price. Please see the following table for the extended periods and their corresponding price markup:

Extended period	Price Markup (compared to open price)
One year	4%/year
Two years	7%/year
Three years	11%/year

B. Onsite update service:
EVOC also provides onsite upgrade services. After paying certain amount of fee, the customer can request to have the CPU, memory, hard disk and so on in the old system updated. Since the update fee may vary with specific hardware configuration, the customer can contact EVOC Service Center in advance for confirmation in this regard.
C. Free technical training for distributors:
For distributors that have entered into agreements with EVOC, we provide professional technical support and help them train their technicians so that they can improve their technical level concerning EVOC products and service quality to win more end customers.
D. For electronic products not made by EVOC, the customer can consult with the local EVOC Service Center face-to-face to obtain maintenance service at a relatively lower price. The charge standard is based on EVOC’s local service price list.
* EVOC Intelligent Technology Co., Ltd. reserves the right to final interpretation of the above terms and conditions.