COMPUTER HARDWARE AFTER-SALES SUPPORT & SERVICE

Professional, Efficient and Comprehensive One-stop After-sales Solution For Bulk Hardware Procurement

OUR AFTER-SALES CORE COMMITMENT

As a professional computer hardware wholesale and distribution service provider, we take the stability and long-term operation of your hardware equipment as the core of our service. For all bulk hardware procurement customers, we adhere to the service tenet of "Fast Response, Professional Solution, Full-cycle Follow-up", and build a perfect after-sales service system based on the characteristics of industrial hardware application scenarios. We promise that all hardware products provided by us will enjoy standardized after-sales protection, and for key cooperative customers, we will open a VIP exclusive service channel to provide personalized and customized after-sales support, ensuring that your hardware use problems are solved in the shortest time and minimizing the impact of equipment failure on your business operations.

24/7 Uninterrupted Technical Support: No time limit, no regional restriction, emergency problems are responded in 1 hour
High-standard Warranty Service: The basic warranty period of bulk hardware products is 12 months, and the warranty period of key products can be extended to 36 months
Zero-cost Fault Replacement: Within the warranty period, non-human damaged hardware is replaced for free, and the transportation cost is borne by us
Full-cycle Technical Follow-up: From equipment deployment to later use, regular return visits and performance detection are provided
100% Problem Resolution Rate: For all after-sales demands, we will follow up until the problem is completely solved

COMPREHENSIVE AFTER-SALES SERVICE SCOPE

Hardware Warranty & Maintenance Service

All our computer hardware products, including main board, CPU, memory, hard disk, display and other full series of equipment, enjoy the official standard warranty service. Within the warranty period, we provide free repair, replacement and maintenance services for hardware products with manufacturing defects, functional failure and performance degradation caused by non-human factors. For the hardware that needs to be repaired, our professional technical team will complete the maintenance with the fastest speed and ensure the performance of the repaired equipment meets the industry standard. For out-of-warranty hardware products, we also provide cost-effective paid maintenance services, including component replacement, performance optimization, system debugging and other one-stop services, and provide a 3-month quality guarantee for the maintained parts, so as to extend the service life of your hardware equipment and reduce the secondary procurement cost.

Remote Technical Consultation & Guidance

We have a professional technical support team with more than 10 years of experience in the hardware industry, which can provide free remote technical consultation and on-line guidance services for all cooperative customers. No matter it is the installation and deployment of bulk hardware, the compatibility matching between equipment, the performance optimization of hardware system, or the solution of common small faults in the use process, you can get professional and detailed answers and operation guidance through our service hotline, online customer service and email. Our technical team will provide targeted solution plans according to your actual use scenarios and specific problems, and guide the on-site technical personnel to operate step by step to solve the problems remotely without on-site support, so as to save your time and communication cost.

On-site Technical Support & Fault Handling

For complex hardware failure problems that cannot be solved by remote guidance, such as large-scale hardware equipment failure, core component damage, and system paralysis caused by hardware problems, we will provide on-site technical support services according to the actual situation of customers. We have set up technical service points in major core regions, and equipped with professional on-site maintenance engineers and complete maintenance tools. After receiving the on-site service request, we will arrange the nearest engineer to arrive at the site for fault diagnosis and handling within the specified time (24 hours in the same city, 48 hours in the surrounding areas, 72 hours in the whole country). The on-site service includes fault detection, component replacement, system recovery, equipment debugging and other full-process operations, and after the problem is solved, the engineer will conduct a comprehensive test of the whole hardware system to ensure the stable operation of all equipment.

Hardware Upgrade & Transformation Suggestion

With the continuous update of business needs and the rapid development of hardware technology, the original hardware equipment may face the problem of performance lag or functional mismatch. We will provide professional hardware upgrade and transformation suggestions for customers according to the actual operation of your hardware equipment and the development trend of the industry. Our technical team will conduct a comprehensive performance assessment of your existing hardware system, combined with your business development plan and procurement budget, to formulate a personalized hardware upgrade and transformation plan, including the selection of upgraded components, the matching of equipment, the time node of transformation and the cost control scheme. At the same time, we can provide the whole process of upgrade and transformation construction guidance, ensure the smooth progress of the hardware upgrade work, and realize the optimal matching between hardware performance and business needs.

Return & Exchange Service For Quality Problems

For bulk computer hardware products purchased from us, if there are quality problems such as unqualified performance, functional failure and appearance damage when receiving the goods, we support unconditional return and exchange services within 30 days of receiving the goods, and we will bear all the round-trip transportation costs and related losses caused thereby. For the hardware products that need to be returned or exchanged, our special after-sales team will follow up the whole process, simplify the return and exchange procedures, and complete the inspection, replacement and delivery as soon as possible to ensure that your business operation is not affected. For the return and exchange requests caused by non-quality problems such as procurement errors, we will also provide flexible solution plans according to the actual situation of the products (unused, unopened, intact packaging) to minimize your economic losses.

STANDARD AFTER-SALES RESPONSE PROCESS

Service Request Submission

You can submit after-sales service requests through our official service hotline, special email, online customer service workbench and other channels. When submitting the request, please provide the relevant information including bulk order number, hardware product model, detailed description of the problem, occurrence time of the problem, impact scope of the equipment and contact information, so that our technical team can quickly locate the problem and formulate a solution plan.

Request Confirmation & Problem Classification

Our after-sales service team will receive and verify your service request within 30 minutes, and contact you to confirm the detailed information of the problem. According to the severity of the problem and the impact on business operations, we will classify the after-sales requests into three levels: general problem (normal processing), urgent problem (priority processing) and emergency problem (24-hour on-site processing), and arrange the corresponding professional technical personnel to be responsible for the follow-up processing.

Targeted Solution Formulation & Implementation

For general hardware problems, our technical team will provide remote solution plans and on-line operation guidance within 1 hour to help you solve the problem quickly; for urgent problems, we will arrange senior engineers to carry out remote fault diagnosis and processing, and ensure that the problem is basically solved within 4 hours; for emergency problems that affect the normal operation of the whole business, we will start the emergency response mechanism, arrange on-site engineers to go to the site for handling at the first time, and provide a temporary alternative solution during the processing period to ensure the continuity of your business.

Problem Resolution & Effect Verification

After the implementation of the solution plan, our technical team will conduct a comprehensive verification of the problem resolution effect, confirm that the hardware equipment has returned to normal operation and the performance meets the standard. For on-site service, the engineer will conduct a full set of tests on the hardware system before leaving the site, and provide a detailed on-site service report, including fault cause, processing process, replacement components and follow-up use suggestions.

Full-cycle Follow-up & Experience Feedback

We will establish a special after-sales service file for each after-sales request, and conduct regular return visits (1 day, 7 days and 30 days after problem solving) to track the operation status of the hardware equipment and ensure that there is no recurrence of the problem. At the same time, we will collect your feedback on the after-sales service process, service efficiency and service quality, and continuously optimize and improve our after-sales service system according to the customer's feedback to provide a better service experience.