After-Sales Service Policy
Preface
As a high-tech enterprise specializing in the research, development, manufacturing, and sales of rugged electronic devices, Shenzhen ALLDOTECH Technology Co., Ltd. is committed to protecting the rights and interests of every customer while providing professional, efficient, and reliable lifecycle service support.
To clarify the responsibilities of both parties and ensure a transparent service experience, we have established this After-Sales Service Policy (hereinafter referred to as the “Policy”).
This Policy applies to all rugged tablets, rugged handheld terminals, rugged laptops, industrial computers, and related accessories (hereinafter referred to as the “Products”) manufactured and sold by Shenzhen ALLDOTECH Technology Co., Ltd.
Chapter 1 General Provisions
Service Mission
We are committed to ensuring the stable operation of customer equipment through timely and professional technical support and after-sales services, extending product life cycles, reducing total cost of ownership, and becoming a trusted partner in our customers’ business development.
Service Commitment
Professional Support
A dedicated service team consisting of experienced technical engineers is available to assist customers.
Efficient Processing
Standardized service procedures and response timelines are implemented to ensure timely issue resolution.
Transparent Communication
All service processes are clearly communicated, and service charges are open and transparent.
Continuous Improvement
Customer feedback is regularly collected and analyzed to continuously improve service quality.
Chapter 2 Warranty Service
Warranty Period
Standard Warranty
A 12-month limited warranty is provided for the complete device, starting from the date the customer receives the product.
Extended Warranty
Customers may purchase optional extended warranty services before the expiration of the standard warranty period. Detailed plans are available upon request or through your sales representative.
Warranty Coverage
Under normal operating, installation, and storage conditions, any product malfunction caused by defects in materials or workmanship will be covered under warranty. We will provide free repair or replacement services as deemed appropriate.
Exclusions from Warranty Coverage
The warranty does not cover the following situations. However, paid repair services may still be available:
1. The product is beyond the warranty period.
2. Product warranty labels, serial numbers, or identification marks have been removed, altered, damaged, or become illegible.
3. Unauthorized disassembly, modification, repair, or alteration of the product.
4. Damage caused by accidents, misuse, negligence, abuse, dropping, crushing, liquid ingress beyond the specified protection rating, or natural disasters.
5. Damage not resulting from product quality defects.
6. Failures caused by the use of non-original or non-approved accessories, peripherals, or software.
7. Normal wear and tear of the product appearance or consumable components, including the natural deterioration of surface coatings and protective layers.
Chapter 3 Service Procedures and Response Times
Service Request
Customers may contact our technical support team through:
Customer Service Hotline: +86-755-3302-2880 or official website online service for technical consultation and fault reporting.
Fault Diagnosis and Resolution
We follow a three-tier service response process:
Level 1 Response (Remote Support)
A technical engineer will respond within 1 business hour after receiving a service request.
Software-related issues, configuration problems, and basic troubleshooting will be handled through telephone support, email, or remote assistance.
Level 2 Response (Factory Repair Service)
If remote support cannot resolve the issue and a hardware fault is confirmed, our customer service team will provide instructions for returning the product to the designated repair center.
Within 3 business days after receiving the returned product, the repair center will complete diagnostics and provide the customer with:
· Fault analysis
· Warranty determination
· Repair recommendations
· Cost quotation (if applicable)
Level 3 Response (On-Site Support / Replacement Device Service)
For key customers who have signed advanced service agreements or in cases of critical failures, on-site technical support or temporary replacement devices may be provided upon mutual agreement.Specific terms shall be governed by the applicable service contract.
Repair Turnaround Time
The repair period begins after the repair center receives the product and confirms fault responsibility.
Standard Repair Service
Repairs will generally be completed and returned within 7–10 business days.
Expedited Repair Service
Customers may choose expedited repair services, with completion typically within 3–5 business days.
Additional service charges may apply.
Chapter 4 Value-Added Services
Software and System Support
We provide:
· Free downloads of drivers, firmware updates, and standard application software.
· Technical consultation for Android and Windows operating systems.
· Support for Android system customization projects.
· Assistance with Mobile Device Management (MDM) platform integration and deployment.
Fault Diagnosis and Resolution
Out-of-Warranty Repairs
For products outside the warranty period, a reasonable repair quotation will be provided. Repairs will commence only after customer approval.
Extended Warranty Plans
Flexible extended warranty programs are available to ensure long-term device reliability and operational continuity.
Training Services
For customers purchasing products in volume, we can provide basic training covering:
· Product operation
· Daily maintenance
· Application development support
Chapter 5 Liability and Disclaimer
The warranty obligations specified in this Policy constitute the full extent of ALLDOTECH’s responsibilities regarding product quality and after-sales service.
Except as otherwise required by applicable laws and regulations, ALLDOTECH shall not be liable for any indirect, incidental, special, or consequential damages, including but not limited to:
· Loss of data
· Loss of profits
· Business interruption
· Loss of commercial opportunities
Customers are strongly advised to regularly back up important data stored on their devices.
In the event that any provision of this Policy conflicts with applicable laws or regulations of the People's Republic of China, the relevant laws and regulations shall prevail.