Foreword
ALLDOTECH, as a high-tech enterprise specializing in the R&D, manufacturing, and sales of rugged electronics, has established this After-Sales Policy (hereinafter referred to as “this Policy”) to safeguard the rights and interests of every customer, clarify the responsibilities of both parties, and provide professional, efficient, and reliable full-lifecycle service support.
This Policy applies to all rugged tablets, rugged handheld terminals, rugged laptops, and related accessory products (hereinafter referred to as “Products”) manufactured and sold by [ALLDOTECH].
Chapter 1: General Provisions
Service Mission
Through timely and professional technical support and after-sales service, we are committed to maximizing the stable operation of customer equipment, extending the product lifecycle, reducing the total cost for customer, and becoming a trusted partner in our customers’ business development.
Service Commitments
1.Professional Response: A dedicated service team composed of senior engineers.
2.Efficient Handling: Standardized service procedures and defined response times.
3.Transparent Communication: Clear service tracking and publicly transparent fee standards.
4.Continuous Improvement: Regular collection of customer feedback to optimize service quality.
Chapter 2: Warranty Service
Warranty Period
1.Standard Warranty: The product is covered by a 12-month free warranty service, commencing from the date of customer receipt.
2.Optional Extended Warranty: Customers may purchase additional extended warranty services before the expiration of the standard warranty period (please refer to the attachment or consult sales for specific plans).
Warranty Coverage
Under normal usage, installation, and storage conditions, performance failures caused by defects in product materials or manufacturing processes are covered under warranty. We will provide free repair or replacement services.
Exclusions from Warranty
The product is not covered by the free warranty under any of the following circumstances. However, ALLDOTECH may offer paid repair services:
1.The specified warranty period has expired.
2.The product warranty label (e.g., serial number sticker) is torn, altered, or rendered illegible.
3.Unauthorized disassembly, modification, or repair not conducted in accordance with the product manual.
4.Damage caused by accidents, human misuse, negligence (e.g., dropping, crushing, liquid ingress exceeding the rated protection level), or natural disasters.
5.Damage not resulting from quality issues of the product itself.
6.Malfunctions caused by the use of non-original or unapproved accessories/software.
7.Normal wear and tear of product appearance, or aging of consumable parts (e.g., normal wear of touchscreen surface coating) resulting from regular use.
Chapter 3: Service Process and Response
Service Application
Customers may contact us for technical consultation and fault reporting via the official customer service hotline 0755-3302-2880 or Enterprise WeChat.
Fault Diagnosis and Handling
We adhere to the following tiered response process:
1.Level 1 Response (Remote Support): Engineers will respond within 1 business hour of receiving the request and attempt to resolve software or configuration issues via phone or remote assistance.
2.Level 2 Response (Return to Factory Repair): If the issue cannot be resolved remotely and is confirmed as a hardware fault, Customer Service will guide the customer to send the defective product to the designated address. Upon receipt, the Repair Center will complete diagnostics within 3 business days and inform the customer of the fault cause and resolution plan (warranty/paid service).
3.Level 3 Response (On-site Support / Loaner Service): For key accounts with premium service agreements or critical failures, on-site technical support or loaner device service may be provided upon negotiation (specific terms subject to the agreement).
Repair Turnaround Time
Calculated from the date the Repair Center confirms receipt of the defective product and determines responsibility:
1.Standard Repair: Completed and shipped back within 7-10 business days.
2.Expedited Repair: Customers may select expedited service for completion within 3-5 business days (additional fees may apply).
Chapter 4: Value-Added Services
Software and System Support
1.Free downloads of product drivers, firmware updates, and standard application software.
2.Technical consulting services for Android/Windows system-level issues.
3.Provision of deep Android system customization and MDM (Mobile Device Management) solution integration support based on customer requirements.
Repair and Extended Warranty
1.For out-of-warranty products, the Repair Center will provide a reasonable quotation for paid repair upon customer confirmation.
2.Flexible extended warranty service plans are available to ensure long-term stable operation of customer equipment.
3.Training Services.
4.Basic operational, maintenance, and development training services are available for bulk purchase customers.
Chapter 5: Liability and Disclaimer
The fulfillment of warranty obligations stipulated in this Policy by the Company shall be deemed as full discharge of product quality liability. Except as expressly provided by law, the Company shall not be liable for any indirect, incidental, or consequential damages (including but not limited to data loss, loss of profits, or business interruption). Customers are advised to regularly back up important data stored on their devices.
In the event of any conflict between the terms of this Policy and the relevant laws and regulations of the People’s Republic of China, the laws and regulations shall prevail.
