DDW After sales service guarantee
Thank you for your patronage in our products!
Our company always adhere to the principle of customer first service.In order to ensure the good quality of products and high quality after-sales service, we make the after-sales service commitment as following:
1 All the products enjoy one year warranty and full life maintenance.
2 free system management and control software upgrade services.
3 Since the day that checks and accept qualification from complete project, we provide 12 months warranty . During this period, all the hardware and software of the equipment due to quality problems or unqualified parts are freely and timely processing by our company. DDW will assign senior engineer within 24 hours if users think that there is a need for technical personnel to the site to provide technical support.
4 All the technical services after installation, will be our after-sales service personnel to provide preventive equipment maintenance and local after-sales service.
5 We will provide free training and guidance services to user; system equipment operation and daily maintenance work also can be authorized by the trained and qualified user of their own technical personnel to responsible for it.
6 Product components and other perishable products are ready in after-sales service center , it can timely replace the bad parts of product for customer, to ensure the normal operation of the system.
7 We will provide long-term follow-up maintenance and technical support for all products. Free software upgrade services, hardware upgrades,only charge the cost.
8 For irresistible factors and break by user, external force extrusion, improper use or poor storage and other equipment damage caused by human factors, will not be free warranty.
After the warranty period, we will continue to offer a lifetime technical support and maintenance services for user, such as on-site maintenance service and component replace service. Specific operation method for equipment maintenance is charge cost only, first maintenance cost quotations will be provided to user, and equipment will be maintenance after quotation confirmed.
DDW digital signage multimedia display terminal products: 1 year warranty for entire machine.
DDW security multimedia display terminal products: 1 year warranty for entire machine.
DDW large screen display terminal products: 1 year warranty for entire machine
DDW LCD video wall display products: 1 year warranty for entire machine
3years warranty for DDW Video Wall peripheral equipment.
Access to customer service
User →Customer service hotline→Accept customer requirements, create customer data base→Engineer visiting service→Service Feedback
After-sales maintenance process：
Accept maintenance task→Home service booking→door-to-door service→If maintenance in warranty?(Agree Pay-needed maintenance or not ?)→Repair→Services completed
Accept service: In order to obtain the customer service requirement information and make service response in time, DDW multimedia set up customer call center and open unified national service hotline accept DDW multimedia users’ pre-sales consulting, questions in use, after-sales maintenance demands etc.
Information processing:DDW multimedia service engineer or customer representative receive user’s calls, processing user’s info,setting up user date base according to the service demand of user, and transferring user service demand to the service center by DDW multimedia customer service management system.
Home Service: The service management center will contact the users as soon as possible after receiving the task dispatch, And do service respond according to the users’ service demand, to provide the standard, high efficient home service, to meet the service needs of the users
Service Feedback: After completed service, The Authorized service providers will serve the result feedback to DDW customers through DDW customer service management system.
Users Return Visit: DDW customer service management system will make a return visit after completion the service, supervise service respond quality and collect user feedback, Input user information file, to service quality analysis, follow- up service, value-added service provide data support.
DDW after-sale service center has a professional and technical service team, superb technique, professional ability, has rich experience in maintenance and support.
Document update and maintenance industry knowledge training service
Provide software patches and enhancements to the software version
Advance notification service
Provide high quality hardware maintenance services
Addition equipment hardware and software installation and maintenance, version upgrade, two computer hot backup, network transformation field training service
Shenzhen DDW Technology Co.,Ltd