Returns & Warranties

We establish the following maintenance specifications and operation procedure for providing the best quality of service and shortened repair time to our customers.

Warranty

We establish the following maintenance specifications and operation procedure for providing the best quality of service and shortened repair time to our customers.

The following situations are not included in the warranty:
The warranty period has expired.
Product has been altered or its label of serial number has been torn off.
Product functionality issues resulting from improper use by the user, unauthorized dismantle or alteration, unfit operation environment, improper maintenance, accident or other causes. We reserves the right for the ruling of the aforementioned situations.
Product damage resulting from lightning, flood, earthquake or other calamity.
The ruling of warranty of non-We products and accessories shall be in accordance with standards set up by the original manufacturer. These products and accessories include RAM, HDD, FDD, CD-ROM, CPU, FAN, etc.
Product upgrade request or test request submitted by the customer after expiration of warranty.

Procedure for sending for repair

A customer’s rejected product returned for repair shall have an RMA Return Merchandise Authorization number. Without an RMA number, We will not provide any repair service for the rejected product, and the product will be returned to the customer at customer’s cost. We will not issue a notice for the return of the product.

Each returned product for repair shall have an RMA number, which is simply the authorization of the return for repair; it is not a guarantee that the returned goods can be repaired or replaced. When applying for the RMA number, it is essential to fill in basic information of the customer and the product, together with detailed description of the problem encountered. If possible, avoid using ambiguous words such as “does not work” or “problematic”. Without a substantial description of the problem, it is hard to start the repair and will cause prolonged repair time. Lacking detailed duplication of fault steps also makes the problem hard to identify, sometimes resulting in second-time repairs.

In case the customer is not definite about the cause of problem, please contact our application engineers. It is best when the problem can be resolved even before the customer sends back the product. On the other hand, if the customer only returns the key parts to We for repair, it is necessary that the serial number of the entire unit is given in the “Problem Description” field, so that warranty period can be ruled accordingly; otherwise We will handle the case as an Out-of- warranty case.

It is recommended that the customer not return the accessories (manual, connection cables, etc.with the goods for repair, devices such as CPU, DRAM, CF memory card, etc., shall also be removed from the faulty goods before return for repair. If these devices are relevant to described repair problems and necessary to be returned with the goods; please clearly indicate the items included in the RMA application form.

We shall not be held responsible for any item that is not itemized. Moreover, make sure the problems are detailed in the “Problem Description” field.

In the list of delivery, the customer may fill-in a value lower than the actual value, to prevent customs levying a higher tax over the excessive value of the return goods. The customer shall be held responsible for extra fees caused by this. We strongly recommend that “Invoice for customs purpose only with no commercial value” be indicated on the delivery note. Also for the purpose of expedited handling, please printout the RMA number and put it in the carton, also indicate the number outside of the carton, with the recipient addressing to We RMA Department.

When returning the defective product, please use an anti-static bag or ESD material to pack it properly. In case of improper packing resulting in damages in the transportation process, We reserve the right to reject the un-repaired faulty good at the customer’s costs. Furthermore, it is suggested that the faulty goods shall be sent via a door-to-door courier service. The customer shall be held responsible for any customs clearance fee or extra expenses if Air-Cargo is used for the delivery.

We will charge a moderate repair fee for the following conditions:
The warranty period has expired.
Product has been altered or its label of serial number has been torn off.
Product functionality issues resulting from improper use by the user, unauthorized dismantle or alteration, unfit operation environment, improper maintenance, accident or other causes. We reserves the right for the ruling of the aforementioned situations.
Product damage resulting from lightning, flood, earthquake or other calamity.
The ruling of warranty of non-We products and accessories shall be in accordance with standards set up by the original supplier. These products and accessories include RAM, HDD, FDD, CD-ROM, CPU, FAN, etc.
Product upgrade request or test request submitted by the customer after expiry of warranty.
In case the products received are examined as NPF No Problem Found within the warranty period, customer shall be responsible for the freight of both trips.
Please contact your local distributor to examine in advance to prevent unnecessary freight cost.

Should an identical problem occur to a product repaired by us within 3 months, we will take full responsibilities not only by upgrading the repair classification and expediting the repair process, but also offer free-of-charge service for the said repair. However this does not apply to any reoccurrence of the same problem caused by improper use, unauthorized dismantle or alteration, improper operation environment, inadequate maintenance, accident or other causes attributing to the customer.

For system failure of out-of-warranty products, we will provide a quotation prior to repair service. When the customer applies for the cost, please refer to the Quotation number. In case the customer does not return the DOA product that has already been replaced by a new one, or the customer does not sign back the quotation of the out-of-warranty maintenance, we reserve the right of whether or not to provide the repair service. In case the customer does not reply in 3 months, we shall directly scrap or return the product back to customer at customer’s cost without further notice to the customer.

For servicing phased-out products, we provide an extended period, starting the date of phase-out, as a guaranteed maintenance period of such products, for continuance of the maintenance service to meet customer requirements. In case of unexpected factors causing We to be unable to repair/replace a warranted but phased-out product, We will, depending on the availability, upgrade the product free of charge with continued warranty period as of the original product, or, give partial refund based on the length of the remaining warranty period to solve this kind of problem.

On completion of repair of a defective product, a Maintenance Report indicating the maintenance result and parts replaced if any will be sent to the customer together with the product. If the customer demands an additional maintenance analysis report, a service fee of various level will be charged depending on the warranty status. In case the analysis result shows that the defect attributes to our faulty design or process, the analysis fee will be exempted.

We provide service products to manage with different customer needs. Should you have any need, please consult to our Sales Department.

Defect Analysis Report DAR We provide DAR Defect Analysis Report services aiming to elevating customer satisfaction. A DAR includes defect cause identification/verification/suggestion and improvement precautions, with instructions on correct usage for the avoidance of any reoccurrence.

Upgrade Service we are capable to provide system upgrade service for customization requirements. This upgrade service is applicable for main parts, such as CPU, memory, HDD, SSD, storage devices; also replacements of embedded single boards or motherboards of systems. Please contact our sales for details to evaluate the possibility of system upgrade service and obtain information of lead time and price.