Standard After-sales Service Protocol
BEIJING IRTOUCHSYSTEMS Co., LTD(ReferredasIRTOUCH bellow) makes the following service commitments to our customer. To ensure timely service provided by Customer Service Center, please learn our after-sales service contents.
Infrared touch display (RTM) for 12 months
Capacitive touch display (PTM) for 12 months
Touch display integrated machine for 12 months Warranty Replacement
Taking the shipping date as the starting date, if customer notifies that the standard product is defective after appearance and performance evaluation according to standard operation criterion of IRTOUCH within the first 30 days, IRTOUCH could provide replacement service. Replacement Process
1. Customers submitted a replacement application to IRTOUCH.
2. IRTOUCH Customer Service Center confirm with the replacement requirements.
3. Customers return defective products to IRTOUCH.
4. IRTOUCH offers replacements to customers. Remark
1. IRTOUCH bears all freight costs for the replacement of the product and reserves the right to choose the shipping company and the mode of transportation.
2. Returning the replacement product must use the original packing box, otherwise IRTOUCH will charge the cost of packing material, and the customers need to bear the loss caused by the undeserved packing.
3. Customized products, gifts or special-offer products do not enjoy replacement service. Warranty Repair
During the product warranty period, if customer notifies IRTOUCH that the product is defective after performance evaluation according to standard operation criterion of IRTOUCH within the Warranty Period, IRTOUCH can provide warranty service. Warranty Repair Process
1. Customer submits a warranty application to IRTOUCH.
2. IRTOUCH Customer Service Center confirm with the warranty conditions of the product.
3. Customers send the defective goods to IRTOUCH and bear the freight costs.
4. Once have received the defective products, IRTOUCH will repair within 7 working days, and then send back to the customer and IRTOUCH will bear the freight costs(Generally, IRTOUCH only pays for ocean/land carriage. If the customer requires expedited shipment, these will be at the customer’s expense.). Non warranty policy
The following conditions are not covered by the warranty policy, and customers can apply for paid maintenance services.
1. Exceeding warranty period.
2. Unauthorized maintenance, disassembly, collision, alteration, improper use of non-standard parts, and altered labels or machine serial numbers.
3. The damage caused by improper use, maintenance storage not based on IRTOUCH warranty policy.
4. Damage caused by force majeure. Remark
1. Customer shall confirm the maintenance fees and prepaid according to the maintenance service provided by IRTOUCH, otherwise IRTOUCH will not provide repairs service and return it back.
2. Customers bear all the freight costs.
3. For the replaced main components, they could enjoy 1 years of warranty repair service.
4. IRTOUCH cannot guarantee the maintenance of the product exceeding the warranty period due to the lack of spare parts. Contact Us
The Customer Service Center will provide the following contact details, and customers can choose the corresponding contact ways according to their own convenience; Service hotline (7 x 24 hours): 400-690-8808 Service mailbox: email@example.com Office phone: +8610 -84573166 (Beijing headquarters), +86755-29590252-8801 (Shenzhen branch) Declaration:
1. This ordinanceonly applies to the IRTOUCH products purchased through formal channels.
2. Violation of this ordinance could be executed according to national lawsand regulations.
3. The reviseand interpretation right belongs to IRTOUCH.
4. These Regulations shall come into force as of the date of promulgation.
Infrared Touch Screen
Beijing IRTOUCH Systems Co., LTD (Referred as IRTOUCH bellow) makes the following service commitments to our customer. To ensure timely services provided by customer service center, please learn our after-sales service contents.
With the good faith doctrine, to provide satisfactory after-sales service for our customers, IRTOUCH commits to provide after-sales service ordinance as follows: Services Ordinance as follows:
1. Product warranty period: IRTOUCH provided 18 months warranty and lifetime paid maintenance services for IRTOUCH products.
2. Normal quality defective product (Non-human caused defect) under warranty needs authorized return and repair code as DOA or RMA:
DOA: Goods shipped less than four weeks or just out-of-the-box has quality problem. IRTOUCH provides free replacement or repair depending on the circumstances, replacement or maintenance standards as new product (including the appearance and performance of the product).
RMA: Goods shipped more than four weeks and within warranty. IRTOUCH could cover single freight cost of repair. IRTOUCH provides the product maintenance, products appearance not controlled.
3. Paid maintenance service: Defective goods shipped more than 18 months, or non-quality defect caused by man-made damage, inappropriate operation.etc, IRTOUCH provides paid service for material and labor cost, charging price according to the “After-sales Service Charging Standard”， IRTOUCH does not cover any fee of repair.
4. If the product, returned and repair within the warranty had stopped production or damaged seriously, could not be repaired, IRTOUCH provides replacement similar as the original product specifications.
5. If the product returned and repair was out of the warranty had stop production or damaged seriously and can’t be repaired, IRTOUCH keeps the right of don’t providing maintenance any more.
6. Accessories are not covered by the after-sales service warranty and maintenance scope, such as CD-ROM, extension cable, touch pen, etc.
7. Wrong orders placed by customer can’t provide return and exchange, and are not covered by the after-sales service warranty and maintenance scope.
8. The defect product is due to customers’ using environment or worry operation is not within IRTOUCH after-sales scope.
9. IRTOUCH only bears the products repair and transportation costs within the warranty. Other costs are not covered by IRTOUCH, such as tariffs, customs clearance fees, storage fees, non-IRTOUCH facilities related costs.
10. When IRTOUCH declared to cover freight, the customers should contact IRTOUCH and use the IRTOUCH assigned way of transport and logistics. The product returned but damaged in transportation of using the non-original package is not within IRTOUCH after-sales service scope.
11. If the customer returned products not attached accessories, the IRTOUCH would not provide accessories after repair.
12. If the customer singed non-standard after-sales service agreement, IRTOUCH provide service according the items on the agreement.
13. Other terms not listed here needs to discuss with IRTOUCH and IRTOUCH keeps the right of explanation.
1. This ordinance only applies to the IRTOUCH products purchased through formal channels.
2. Violation of this ordinance could be executed according to national laws and regulations.
3. The revise and interpretation right belongs to IRTOUCH.
4. This ordinance is applied to the product purchased after March 1st 2013.
Repair and Return Process:
1. Customer should contact IRTOUCH Customer Service Center and get the return authorization code before sending the goods. The returned package should have IRTOUCH Goods Return Form inside, or IRTOUCH have the right do not accept or reject the package.
2. Return authorization code contains RMA (Return Material Authorization) and DOA (Dead On Arrival). 3. When get the return authorization code, also IRTOUCH needs your address, logistic information, etc. 4. Return authorization code is valid for 45 days. 5. Please make sure the returned product quantity in IRTOUCH Goods Return Form. 6. If you another one had to be returned, please contact IRTOUCH to get another new return authorization code.
Beijign IRTOUCHSYSTEMS Co., Ltd.
address : 5th floor, Sansheng building west zone, NO 10 garden, Xibeiwang east road, Haitian Zone, Beijing city
Zip code : 100193
Service hotline : 400-113-8808
Service mailbox : firstname.lastname@example.org
21 inch horizontal screen electronic shift board specificati