All products of the company are given one-year free warranty from the date of their installation. 　
Within the guaranty period, the company provides free maintenance or replacement for all defective equipment, materials or software (all processing fees are born by the company, while transportation shall be born by customers).
During the system guaranty period, customers enjoy system maintenance services. After the guaranty period expires, a new maintenance contract can be signed, or additional call-for-repair services can be provided. The company is responsible for providing free consultation services.

1. Maintenance model
1.1 Maintenance service
a. Fault check and remedy
This consists of test and repair.
b. Regular maintenance
This includes cleaning, debugging, lubrication, check, repair, test, and replacement of worn parts, so as to reduce equipment faults, and prolong the service life of the equipment. For maintenance times and procedures, please refer to the original maintenance manual, and the date shall be agreed on by both parties. It can be done by making use of fault check and maintenance.
c. Product improvement
The company implements product improvement according to instruction by the factory, so as to improve the equipment’s performance in operation. The date shall be agreed on by both parties. Or, regular maintenance can be done. It can be done by making use of fault check and maintenance.
d. Environment setting.
There are specifications for equipment operating environment, for example, temperature, humidity, power supply, and air dust contents. When necessary, the company performs test, and provides the test result for improvement.

1.2 Delivery maintenance service
a. Fault check and maintenance
This consists of testing and restoring faulty equipment, and please refer to the company’s maintenance manual.
b. Product modification
The company provides customers with free modification, so as to improve product operation performance and reliability.
c. Product delivery maintenance and return
Customers shall deliver their products to the company for maintenance. After maintenance, the company will return the products.

1.3 A maintenance log shall be worked out upon agreement by both parties, so as to reflect customers’ statuses, and facilitate our company in employing effective measures.

1.4 When the company provides on-site maintenance services, the customer shall cooperate in the following aspects:
a. Be sure the environment is in compliance with operation standards (please refer to the equipment’s operation manual).
b. Provide maintenance personnel with appropriate operation space, equipment using authority, consumables and related documents.
c. Arrange for routine measures, save operation documents, and relocate the documents into the equipment after maintenance.
d. Take care of confidential operation documents.

2. Maintenance workflow
Special-purpose service organization:

2.1 Business Dept.:
　　Different people are in charge of different service items for customers in the company. Therefore, all customer services will be first reported to the Business Dept. before being allocated to specific people.
2.2 Technical Support Dept.
　　 This Dept. provides technical support for the Business Dept. and Customer Service Dept., and handles customers’ consultation and maintenance request. It serves as the second step for customer services.
　　 As the main taskforce for customer services, this Dept. provides customers with the optimal services such as installation, test and maintenance.


3. Customer service operation procedures:
3.1 Notification of customers’ problems
a. Notification by customers on phone
b. Notification by sales people during visit
c. Notification to technical people
d. Notification by technical people during services themselves
3.2 Response:
a. Telephone response or confirmation:
Within four working hours upon receiving the notification, related people shall respond to customers by means of telephone or email. If it is impossible to solve the problem on phone, the company will first confirm the problem with the customer, and then go to the site to solve it.
b. On-site handling:
The problem shall be resolved on the site immediately if it is possible. Otherwise, it shall be resolved within the time limit suggested by the customer on the site.
c. Retrieval maintenance:
If it is impossible to maintain on the site, the company will bring the product back for maintenance. Or, customers’ existing equipment can be provided for temporary use. When necessary, the company can provide necessary jumpers and parts.
d. Replacement
If the faulty equipment brought back cannot be repaired within one week, the company will provide replacement before returning the recovered product.


4. Commitment of Codex:
　　Following the philosophy of fast and quality customer services, Shenzhen Codex Technologies Co., Ltd. provides customers with fast and quality customer services such as total solutions, product consultation, technical support and training with its unrivalled and efficient customer service system.
　　Technologies Co., Ltd. takes into full consideration customers’ actual needs, pays attention to product presales, sales and after-sales services, provides customers with solution design and planning, product and technology consultation, on-site technical support, logistics and maintenance services, and sets up systems such as call-back, customer feedback and complaint.

Customer service hotline: +86-755-88317148
Email: sales@cncodex.com