service and support

Warranty Policy

ZWEIS brand product after-sales policy strictly implements the national three-guarantee law, abides by industry standards, and fully respects consumer rights and interests, provides consumers with a full range of service guarantees and solemn commitments, and guarantees repairs, replacements, and replacements in accordance with national regulations or agreements with consumers. For returned products, Huawei promises to be responsible for repairing, replacing, or returning them. ZWEIS brand authorized service providers must refer to this policy to carry out after-sales service.

1. Installation Policy

1. Installation policy: ZWEIS brand provides paid door-to-door installation service, and the installation service implements appointment installation. Consumers can make appointment for door-to-door installation service through hotline, WeChat public account, official website, service APP and other channels or platforms.

2. Fees for door-to-door installation and relocation (unit: yuan):

illustrate:

1. The above-mentioned seat frame installation fee only refers to the installation labor cost when the product comes standard with the seat frame. All installation services include free debugging services, including product function demonstration, signal connection, and guidance for use, etc.;

2. The installation of the hanger needs to evaluate the construction wall, and the engineer confirms whether it meets the construction conditions. Consumers can call the ZWEIS brand customer service hotline (950800) for installation, and the authorized engineer will make an appointment for the installation time and provide door-to-door service.

3. If the user chooses a rack that is not provided by Huawei, in addition to charging according to the charging standard, the user must sign a security responsibility agreement with the user. Huawei does not assume any legal responsibility for accidents caused by using non-Huawei original hangers or self-installation.

4. For the simultaneous installation of peripheral products (speakers, routers, etc.) at the same door, only the installation fee of the smart screen product will be charged, and the installation fee will not be charged again for other products.

5. The relocation includes: seat relocation, relocation relocation (need to purchase hangers separately), relocation relocation, relocation relocation, if the installation address of relocation is inconsistent with the original installation address of the user , if it needs to be transported, the cost shall be negotiated between the user and the service engineer.

2. Repair Policy

1. Online purchase: Strictly implemented in accordance with the national three-guarantee law, the validity period of the three-guarantee is calculated from the next day of receipt, and supports "returns without reason within seven days, replacement for performance failures within 30 days, complete machine repair for one year, and main parts package. Repair policy for three years"; delivery receipt and purchase invoice are valid certificates, which must be kept properly. If the above certificates are lost, the production date of the whole machine will be extended by 90 days as the start date of warranty repair.

2. Physical store purchase: The validity period of the three-guarantee is calculated from the day after the purchase, and the warranty policy of "7-day performance failure refund, 30-day performance failure replacement, one-year warranty for the whole machine, and three-year warranty for main parts" is supported. The purchase invoice is a valid certificate, which should be kept properly. If the above-mentioned certificate is lost, the production date of the whole machine will be extended by 90 days as the start date of the warranty repair. Offline purchases do not support seven-day returns without reason.

3. Scope and duration of product warranty:

illustrate:

If consumers encounter any problems during use, they can call the ZWEIS brand service hotline (950800), log in to the official website, service official account for consultation, or make an appointment for on-site service.

3. Non-guaranteed repair policy

1. If the product has the following conditions, it belongs to the scope of non-guaranteed repair and requires paid services:

·The validity period of the three guarantees has exceeded;

·Damage caused by failure to use, maintain and store the product in accordance with the requirements or instructions of the product;

Damage caused by dismantling by a repairer not authorized by Huawei;

If there is no valid Three Guarantees certificate and valid invoice, altering the Three Guarantees certificate without authorization or the model of the "Three Guarantees" certificate does not match the model of the repaired product;

· Damage caused by force majeure;

· Failure or damage caused by virus infection, hacker attack or other malicious acts;

· Damage caused by the use of software not authorized by Huawei;

·After signing, the screen is damaged, deformed and scratched due to personal installation.

2. Remote door-to-door fee charging standard:

If the consumer service address is within 15 kilometers one-way distance from the nearest Huawei service point or Huawei authorized service point, the remote door-to-door fee will be waived;

For more than 15 kilometers, the excess part will be charged a one-way transportation fee of 1 yuan per kilometer. The maximum charge in Xinjiang, Tibet, Qinghai, Gansu, Ningxia, and Inner Mongolia is 200 yuan, and the maximum charge in other provinces is 100 yuan.

3. Non-package repair service fee charging standard:

Remark:

Inspection fee: refers to the corresponding labor fee charged to the consumer when the service engineer has detected the cause of the fault and can repair it, but the consumer voluntarily proposes not to repair;

Commissioning fee: refers to the labor cost that the product does not need to open the casing for maintenance, and the service engineer only adjusts the product through the button or remote control to restore the normal use function;

·Accessory replacement fee: refers to the labor fee charged for providing door-to-door replacement service for random accessory products without failure of product use;

Maintenance fee: refers to the labor fee charged by the service engineer for providing product maintenance services to the user, including the cost of product testing, repair, debugging, installation, etc., as well as the sum of the auxiliary material costs incurred by the maintenance;

·Maintenance level definition:

Minor repairs: replacement of audio, internal cables, buttons, bluetooth board, power interface, rear shell and reassembly of structural parts, etc.;

Medium repair: replace the remote control receiving board, replace the main board, replace the power board, replace the camera, etc.;

Overhaul: Replace the display module and display components, replace the light bar, etc.

All the above costs do not include the cost of spare parts and materials, and the cost of spare parts is subject to the price of spare parts announced by the company.

4. Warranty time after non-guaranteed repairs

The warranty period of smart screen products after non-package repair and maintenance: 90 days for non-main components, 180 days for main components (display screen);

·If the quality problem occurs again during the above warranty period, no maintenance fee will be charged, only the maintenance material fee for the replacement of different components will be charged.

4. return policy

1. Online purchase:

2. Offline physical channel purchase:

·If there is a non-human damage performance failure within 7 days of receipt of the product, consumers can choose to return, exchange or repair the product. The ZWEIS brand or the service provider designated by the ZWEIS brand provides on-site service, and returns the returned product to the consumer within seven days from the date of receipt of the returned product. The price of the product is sent to the payment account corresponding to the order.

·Seven-day unreasonable return is valid for products sold through online channels, and the return logistics fee incurred by seven-day unreasonable return shall be borne by the buyer.

·For products purchased through non-ZWEIS brand official channels, within seven days, Huawei or a service provider designated by Huawei will provide a test report, and the seller will be responsible for the return and refund with the test report.

·The packing box of ZWEIS intelligent outdoor audio-visual system and related products shall be kept for at least 30 days after receipt, so that it can be used for packaging the old machine during the return and exchange business. If the user's packaging box is lost or damaged, it is necessary to purchase the corresponding packaging parts of Huawei Smart Screen and related products for a fee to ensure the safe transportation of the items.

5. seven days no reason to return the rules:

Consumers who purchase smart screens from ZWEIS brand self-operated e-commerce channels can apply for a seven-day no-reason return within seven days (including seven days) from the second day after the actual receipt of the goods, provided that the goods are in good condition.

Article 1: Description of good product quality

Good product integrity means that the product can maintain the original quality and function, and the product itself, accessories, trademark logo, etc. are complete. Consumers open the product packaging based on inspection needs, or make reasonable adjustments to confirm the quality and function of the product without affecting the integrity of the product. If the commodity is used beyond the needs of inspection and confirmation of the quality and function of the commodity, resulting in a large depreciation of the value of the commodity, it shall be deemed that the commodity is not in good condition.

Article 2: Goods in good condition

1. Customers should ensure that the returned goods and related accessories (such as product manuals, three-guarantee cards, power cords, remote controls) are complete, and maintain the original quality and function, without damage, contamination, scratches and anti-counterfeiting , activation (authorization), etc., there is no trace of appearance use that is difficult to restore to the original state, and trace of unreasonable use of personal data.

2. The outer packaging of the product is an inseparable part of the product. When returning it, it should be complete, without serious damage or contamination. If the outer packaging is missing, damaged or seriously contaminated, the consumer shall bear the cost of the outer packaging.

3. Lost or damaged gifts and lost invoices will not affect the return of goods. If the gift is damaged or lost, it will be treated as a discount. If the invoice is lost, the corresponding tax will be borne by the consumer, and the fee will be deducted from the refund amount of the consumer's product.

Article 3: Commodity Shipping Rules

For goods that consumers propose to return for no reason within seven days, the logistics costs for the return of goods shall be borne by consumers. The specific standards are as follows:

Article 4: Does not meet the situation of seven days no reason to return

1. Unauthorized maintenance, alteration, destruction, alteration of mandatory product certification marks, instruction labels, machine serial numbers, etc.;

2. There are appearance traces of use that are difficult to restore to the original state, such as scratches and damages on the appearance of the product;

6. Others

This policy applies to smart screen products sold and used within the territory of the People's Republic of China (excluding Hong Kong, Macau, and Taiwan). Consumers who use it outside the designated area cannot enjoy the "Three Guarantees" policy in the designated area. In the event of a conflict between the terms of this policy and national or local law, the law shall prevail.