After-Sales Spare Parts Service Introduction
The after-sales spare parts service provided by FS is designed to provide customers with short-term IT product spare parts replacement services. The main purpose of this service is to ensure that the corresponding IT product hardware spare parts can be replaced in a timely manner when the customer's equipment is damaged, needs repair, or the equipment cannot be located or replaced in a short period of time, so as to ensure the normal operation of the customer's machine and equipment and help customers unblock the system. No worries about downtime and failures. After the customer's after-sales problem is solved, the spare parts need to be returned.
Scope of Application of After-Sales Spare Parts Service
If your product fails and meets the following 3 conditions at the same time, you can use an after-sales spare parts service.
Applicable conditions:
1.
The products are equipment and module products that support 30-day return and exchange, and are within the after-sales guarantee period and warranty scope.
2.
After remote diagnosis and troubleshooting by FS professional technical engineers, it was determined that the fault was caused by product quality issues.
3.
The product needs to be returned for repair or exchange, which takes too long and affects the customer's normal business.
After-Sales Spare Parts Service Process
If the product you purchased has a fault caused by product quality during the warranty period and requires the use of spare parts, you can use the after-sales spare parts service provided by FS for free. Before you start using our services, please be sure to read and understand this policy carefully to ensure that you fully understand and agree before you start using it. If you have any suggestions or feedback about the spare parts service process, please feel free to Contact Us.
Submit application
Spare parts audit
Send spare parts
Failure product handling
Spare parts return
1. Submit application
Firstly, find your faulty order in the account center, initiate an after-sales application on the order, and then describe the fault you encountered in detail when submitting the application. After the RMA passes the review, if the product is in a category that complies with the spare parts policy, the RMAs in the account center. The Spare Part Request application portal will appear in the upper right corner of the details page.You can click this portal or fill out the spare parts request form and submit it. If you have any questions during the application process, please contact your dedicated sales manager or contact us by phone, livechat, Contact Sales, We will contact you within 1 working days.
2. Spare parts audit
It takes about 1 to 3 working days to review the spare parts application. During the review process, our sales representative may contact you. If the application does not meet the requirements for spare parts upon review, it may be rejected. Thanks for your comprehension.
3. Send spare parts
After the spare parts are approved, we will send the spare parts. After-sales spare parts are transported using FS default transportation method. For after-sales caused by normal use by customers during the warranty period, FS provides free after-sales spare parts services to customers. The transportation cost of spare parts shall be borne by FS. If the spare parts are not sent back in time, FS will charge according to the listed price.
4. Return of faulty product
After you receive the spare parts, you need to return the faulty product for repair or inspection within 3 working days. In order for our warehouse staff to accurately identify the returned package, please print out the RMA and mail it to our company together with the faulty product. It is the customer's responsibility to ensure that the product is properly packaged and if the product is returned to the customer due to improper packaging, you assume the entire risk of loss or damage to the product. Please do not return any products not provided by FS together. Before returning, customers must perform specific operations in accordance with Return Policy . The repair time of faulty products depends on the specific situation. You can check the repair progress on the after-sales order in your account center.
5. Spare parts return
The return of after-sales spare parts is based on the time when the repaired or exchanged product is received. The customer must return the spare part product within 15 working days after receiving the repaired or exchanged product. When returning spare parts, the spare parts applicant must return the product's outer packaging, instructions and other accessories together, ensuring that the returned product has no obvious scratches or other defects on its surface, the label is intact and undamaged, the outer packaging and instructions are complete, and there is no product failure caused by human factors. You can find the spare parts order in the order section of the account center, initiate after-sales service on the spare parts order, and apply for the return of spare parts.
FAQ
Q:
What happens if the required after-sales spare parts are not in stock or have been discontinued?
A:
Products or parts are not in stock: FS will provide you with spare parts services in the form of arranging production and delivery. Product or part is no longer in production: FS will provide alternative products or parts that meet current demand.
Q:
Are after-sales spare parts new products?
A:
Spare parts may be new, or products equivalent to new equipment in terms of performance and reliability.
Q:
After applying for after-sales spare parts, how long will it take to receive the spare parts?
A:
After receiving your spare parts application, we will review your application within 1 to 3 working days. The specific spare parts delivery time depends on the inventory and transportation conditions.
Q:
What should I do if after-sales spare parts arrive damaged or missing?
A:
If the spare parts are damaged or missing when they arrive, please contact your dedicated sales manager or contact us by phone, livechat, Contact Sales.
Q:
If after-sales spare parts are damaged, how will you be charged?
A:
After our company receives the returned spare parts, we will conduct a comprehensive inspection of the product. If the spare part is man-made but can be repaired, you need to pay the corresponding maintenance fee based on the actual situation; if the spare part is lost or scrapped due to serious damage, you should pay compensation based on the total price of the spare part.
Q:
What will happen if after-sales spare parts are not sent back within the specified time?
A:
If the customer fails to send back the original parts in time without reasonable reasons, FS will charge the product fee according to the spare parts price.