Service Guarantee Policy

Copyright © 2008-2018 Winfoss Seeker Corporation All rights reserved. This document contains proprietary and confidential information of WINFOSS. Without the prior written permission of WINFOSS, no institution may use, disclose, publish, transmit, store any part or all of this document in other commercial occasions, nor copy or reproduce this document in any way or form, This includes, but is not limited to, photocopies, photographs, magnetic recordings, electronic documents or other forms of recording.

This document is for informational purposes only and the information in it is subject to change without notice. If there is a problem, please report it to WINFOSS. WINFOSS will not provide any guarantee for these information to be tampered with, and specifically declare that we will not assume any responsibility for unauthorized modification of this document. WINFOSS, WINFOSS SEEKER, related logos and the names of WINFOSS's products and services are trademarks or service marks of WINFOSS and are registered in certain jurisdictions. All other names, marks, brands, logos and marks are trademarks, registered trademarks or service marks of their respective owners. Use of any or all of the above is subject to national and industry regulations and specific terms.

Timely communication

As the most professional SF6 testing equipment manufacturer and service provider in the world, WINFOSS provides 400 direct dial (AM8:00-PM20:00), 800 toll-free hotline (AM9:00-PM18:00), mobile terminal (AM8:00- PM20:00), PC computer terminal (AM9:00-PM18:00) network online, WeChat public account (AM8:00-PM20:00) and other real-time online communication channels to provide users with timely support.

Download Center

WINFOSS provides global users with remote download of user manuals, installation instructions, maintenance, and software updates for all products. Based on this, all WINFOSS users can find early product information in the WINFOSS service center even if there is no archive, and can obtain the latest software updates during the entire life cycle of WINFOSS.
WINFOSS provides Chinese and English versions of SF6 professional technology trends, latest achievements, new product releases, important case sharing, professional knowledge, international standards, industry regulations, major events, major projects, expert speeches, frontier outlook and other information sharing and downloading for global users .

Appointment service

All users who have become WINFOSS companies can obtain support from the service center online in a timely manner, and fill in the detailed or updated service address and other demand information. The WINFOSS service center will respond as soon as possible, and provide pre-installation, installation, maintenance, Maintenance, training and other SF6 professional services.

Spare parts support

WINFOSS provides 8-year spare parts support for all users, and all spare parts are guaranteed with the same performance or newer version to ensure that users can reach
At the same time, you can enjoy the guarantee of the use of the original products, and at the same time, you can also share the new experience brought by the latest achievements of WINFOSS. Many spare parts in the WINFOSS spare parts policy are even provided to users for free. For detailed policies, please consult your nearest WINFOSS service member.

Training Services

WINFOSS provides a series of SF6 professional training services, which can help power users and members to more clearly grasp the operation of related equipment, the operation status and life evaluation of high-voltage power equipment. The perfect combination of world-class product assurance, industry-leading professional information support and in-depth professional expert guidance can help you make better business decisions and optimize operations. Professional analysis and inspection data provided by SF6 experts can help you predict results more accurately, spot previously unforeseeable trends, and give the entire team a clearer understanding on an awareness level.
This includes basic technical training related to product delivery, regularly organized SF6 special conferences, special training on the client side, industry technical exchanges and sharing sessions on the WeChat platform.

After-sale warranty
All WINFOSS users will enjoy the three-guarantee service in accordance with the laws and regulations of the relevant countries.
Warranty principle: The warranty period of WINFOSS products is 18 months, except for the following cases:
1. There is no purchase contract and invoice, or the purchase contract and invoice are unilaterally modified;
2. It cannot be used normally due to human factors (including force majeure, non-permissible environment, abnormal operation, etc.);
3. The user disassembles, repairs, refits or repairs without authorization by WINFOSS;
4. Due to battery reasons;
Warranty method:

1. A valid purchase contract and invoice should be provided;
2. Or after purchasing a WINFOSS product, you provide the "User Information Receipt Form" and send it back to the WINFOSS customer service department within one month so that we can archive and create your user file, and you will enter the WINFOSS regular return visit list.
3. Within the scope of warranty, we repair and replace parts for free for qualified products; for products not covered by warranty, we provide maintenance services, charge material costs and charge appropriate door-to-door service fees.

Rental service

WINFOSS provides rental services of various products for specific users in different regions (currently only China is supported in the Asia-Pacific region). This includes three series of SF6 leak detection equipment, SF6 recycling and processing equipment, and SF6 purity analysis equipment. Other products that do not involve leasing only support product purchase and sales. And WINFOSS does not provide personalized customization of products in the purchase and sales business, that is: to ensure the consistency of WINFOSS products, especially the effectiveness of the entire supply chain for benefits, quality inspection, traceability, evaluation and other links, to maximize the guarantee of users. For the benefit, WINFOSS will not modify different versions of the product for different users so that the final quality of the product will be affected.

Outsourcing

All users who are unwilling to carry out independently, or have no energy to carry out, or lack professionals to carry out, or want to operate with light assets, can choose the way of service outsourcing, which is conducive to providing highly professional technology for SF6 high-voltage equipment testing level, and improve the efficiency of problem solving, it is recommended that users choose the way of service outsourcing, and WINFOSS will provide comprehensive support. For specific outsourcing service items and fees, please consult the nearest WINFOSS service member.

WINFOSS Terms of Service1. In order to implement the WINFOSS concept of "focus, profoundness and excellence", these terms of service are specially formulated in accordance with the "Quality Law", "Consumer Protection Law" in China and the relevant provisions of China's three guarantees.
2. During the warranty period of WINFOSS products, WINFOSS is responsible for replacement, repair and return due to quality problems in product design, manufacturing, raw materials, processing and assembly, debugging, etc. referred to as three packs). The principle of Three Guarantees is: if it can be repaired, it should be repaired, and it should be repaired. After repairing, it should meet the performance requirements of the factory.
3. These rules stipulate that the WINFOSS After-sales Service Department is responsible for the implementation, and the Quality Assurance Department is responsible for supervision and management.
4. WINFOSS products are delivered in accordance with Chinese national standards, and products with special requirements will be produced and delivered in accordance with the requirements of the supply technology agreement.
5. The product should issue a certificate of conformity, and the packaging should meet the requirements and regulations of the industry standard (cross-border products meet the import and export requirements).
6. Within 7 days from the date of receipt of the product, if the product has a functional failure under normal use conditions, the user can choose to return, exchange or repair with a valid invoice.
7. The rules for free return products and services are as follows:
① Calculated from the date of purchase, within 7 days of normal use of the product with performance failure;
② Products that have not been disassembled and repaired without permission and are not damaged by human factors;
③The appearance is not damaged, the warranty sticker, the body barcode and other intact products;
④Product return service, machine accessories (packaging materials, wires, manuals and other accessories) are complete.
8. The following conditions will not be included in the scope of the return service:
① Products without contracts and invoices, without user information archives, and without valid data such as body barcodes;
②The contract and invoice do not match the product model, the barcode of the host body is not clear, or the data has traces of alteration;
③ Damage caused by human factors, including products that are damaged due to failure to operate and use in accordance with the instructions;
④The user disassembles the machine for repair and modification without permission, and repairs the damaged product at a non-WINFOSS joint warranty repair point;
⑤ For the performance with damaged and stained appearance, the machine will not be returned;
⑥ Products damaged due to improper use environment or conditions, such as power supply, ambient temperature, humidity, etc.;
⑦ Products damaged due to unavoidable factors, such as fire, flood, lightning strike, traffic accident and other force majeure;
⑧ Products sold for more than 7 days.
⑨WINFOSS indicates that products that do not provide after-sales service (special price or processed) will only assist in maintenance and will not be returned.
9. The product is under normal use, and the policy of "18-month warranty for the whole machine" is implemented.
The free warranty product service regulations are as follows:
①Products with performance failures in normal use within 18 months of purchase;
② Products that have not been dismantled and repaired without permission and are damaged by non-human factors;
10. For products that are subject to warranty, the user will express the equipment to WINFOSS company (online monitoring products can apply to WINFOSS service engineers for on-site solution), and products that meet the warranty conditions will not be charged any maintenance fees;
11. WINFOSS does not undertake the "three guarantees" responsibility for the following conditions, and will not be within the scope of free warranty services. If maintenance is required, it will reasonably charge corresponding material fees and maintenance fees:
① Products without purchase and sales contracts and invoices, and without user information archives;
②Damage caused by human factors, including products damaged due to failure to operate according to the instructions under normal working environment;
③The user disassembles the machine for repair and modification without permission, and the damaged product is repaired by the non-WINFOSS service center;
④ Products damaged due to improper use environment or conditions, such as power supply, ambient temperature, humidity, etc.;
⑤ Products damaged due to unavoidable factors, such as fire, flood, lightning strike, traffic accident and other force majeure;
⑥ All products sold at special prices or old models of processors are not covered by the free warranty service;
12. Economic Responsibility
①The economic loss of WINFOSS "Three Guarantees" refers to the direct loss of damaged parts or the whole machine directly caused by the quality problem of WINFOSS products;
②The "Three Guarantees" products belonging to WINFOSS are given free repair or replacement of parts or whole pieces, which should be confirmed by the WINFOSS service center. If the quality accident is enlarged due to the user's reasons, the cost of replacement parts can be charged according to the responsibility;
③ When users put forward the "three guarantees" requirements to WINFOSS, they should be serious and realistic, and those who cheat should bear the resulting economic losses.
13. Disputes under the "Three Guarantees" shall be resolved through negotiation by both parties themselves, and the principle of local and nearest settlement shall be adopted for those that require mediation.
14. When dealing with the "Three Guarantees", if the negotiation cannot be finally resolved, and there are different opinions on the division of responsibilities, the user can apply to the relevant competent authority for appraisal and arbitration. 
15. The above regulations do not affect your statutory rights as a consumer.