Report the issue
Send the product model, serial number, purchase order, fault description, photos or video and operating environment where relevant.
ODM / OEM after-sales support
WARRANTY & RMA
Support starts with diagnosis.
A clear remote-first process helps resolve software and configuration issues quickly, while documented RMA handling keeps physical repairs accountable.
01 / DIAGNOSERemote firstDrivers, BIOS, recovery or configuration guidance may resolve the issue without international shipping.
02 / AUTHORIZEDocumented RMAReturn instructions and an RMA number are issued when physical inspection is required.
03 / ASSESSEvidence-based decisionReturned units are inspected to distinguish a manufacturing defect from customer-induced damage.
04 / CONTINUELifecycle supportRepair, parts and technical assistance can continue after the limited warranty period.
SERVICE WORKFLOW
One issue. One traceable route.
The process begins with a complete fault report. Remote diagnosis comes first; units that still require physical work move through an authorized return, inspection and repair decision.
Remote diagnosis
Our team reviews symptoms and guides appropriate driver, BIOS, recovery, firmware or configuration checks.
Resolve or escalate
If remote guidance solves the issue, the case can close. If physical repair is needed, the return route is confirmed.
Issue RMA instructions
An RMA number and shipping instructions are provided before the product is returned to the designated service location.
Inspect & classify
Engineers inspect the returned unit and determine whether the failure is a manufacturing defect or customer-induced damage.
Repair, replace & return
Covered defects may receive repair or replacement without repair charges. Chargeable work begins only after quotation and customer approval.
LIMITED WARRANTY
Coverage depends on cause, not only symptoms.
The standard policy provides a 12-month limited warranty from the shipment date for ODM/OEM laptop products. The returned unit must be evaluated before a coverage decision is made.
Order-specific terms: the signed sales contract, confirmed specification and applicable project agreement take priority if they define different coverage.
Manufacturing or component-quality defects
- Failure confirmed through inspection
- Repair or replacement under the agreed policy
- No repair charge for a confirmed covered defect
- Decision based on the returned unit and project records
Customer-induced or external damage
- Accidental or liquid damage
- Improper operation or physical abuse
- Unauthorized repair or modification
- Natural disasters or other customer-induced damage
SERVICE TARGETS
Clear milestones keep cases moving.
These are standard operating targets for efficient communication. Actual timing can vary with issue complexity, return transit, inspection findings and parts availability.
Timing starts when the required information or returned unit is received. Logistics time is separate from evaluation and repair time.
Service itemStandard target
Technical inquiryWithin 24 business hours
RMA evaluationWithin 2–3 business days
Repair quotationWithin 3 business days after inspection
Standard repair7–15 business days, depending on parts availability
Emergency technical supportPriority handling
LOCAL SERVICE READINESS
Build support around the project.
For international deployments, a small pool of spare units, selected service parts and a technical package can reduce end-user downtime and unnecessary cross-border returns.
Approximately 1% recommended
The appropriate ratio depends on deployment size, service model and acceptable downtime. Spare units may support immediate replacement and local exchange.
Tools for local diagnosis
Available materials may include illustrated SOPs, repair videos, drivers, BIOS, recovery images, firmware and troubleshooting guidance.
Project-selected components
Common service parts can be purchased according to the product platform and project requirements.
Support beyond 12 months
Repair and technical support may continue, with replacement parts, labor and logistics charged according to the required work.
Examples of available parts: LCD panel, covers, keyboard, battery, adapter, hinge set, camera, speakers, cooling fan and motherboard upon request. Availability must be confirmed for the exact model.
BEFORE REQUESTING RMA
Send a complete case file first.
Good evidence shortens diagnosis time and helps the engineering team reproduce the fault before a return is arranged.
1Product identificationModel, serial number and purchase order number.
2Fault descriptionSymptoms, frequency, reproduction steps and when the issue began.
3Visual evidenceClear photos or video showing the problem and device condition.
4Operating contextSystem, software, peripherals and environment where relevant.
START A SUPPORT CASE
Send the model, serial number and fault evidence.
Our team will begin with remote diagnosis and confirm the next step.