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 return. For overseas projects, partners normally collect units locally and arrange batch returns to the designated Shenzhen service center or bonded warehouse. Confirm the destination and freight responsibilities before dispatch.
Inspect & classify
Engineers inspect the returned unit and determine whether the failure is a manufacturing defect or customer-induced damage.
Repair, replace & return
Confirmed manufacturing or component-quality defects receive repair or replacement without repair charges under the agreed policy. 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
We recommend planning approximately 1% spare units with a production order for local replacement. This is a planning ratio, not a failure-rate promise or automatic free allowance. Spare-unit quantity and pricing are agreed in the quotation.
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.
Confirm the next step
Match the evidence to the problem before arranging a return.
Start one traceable case record for each affected unit. Receipt discrepancies, operating faults and repair quotations require different evidence and decisions.
| Situation | What to send or record | Next decision |
|---|---|---|
| Missing items or visible delivery damage | Order and delivery reference, carton labels, counts and photos of the packaging and affected contents. | Contact us promptly so the reported discrepancy and shipping record can be reviewed; the remedy follows the confirmed order terms and findings. |
| A unit does not work as expected | Model/serial, purchase order, symptoms, reproduction steps, photos/video and relevant software/peripherals. | Remote diagnosis first. Report the affected serials separately; a fault report alone does not establish the cause or coverage. |
| Several units in one deployment | One row per serial with its symptoms, location/site reference, checks performed and current case status. | Agree the local collection/replacement plan and whether an authorised batch return is needed. |
| Physical return requested | RMA reference, designated destination, unit/accessory list, packing and both freight responsibilities. | Send only after the return instructions are confirmed. Do not assume the original dispatch warehouse is the repair destination. |
| Repair or parts approval | Inspection result, the proposed work, required board/part revision and the repair or replacement quotation where chargeable. | Approve chargeable work before it starts. Record the service outcome and return tracking against the affected serial. |
Standard warranty coverage and service targets below continue to apply subject to the confirmed order terms. Logistics time is separate from diagnosis, evaluation and repair. Spare-unit recommendations do not establish a failure-rate promise or a free allowance.
Sample scope · Delivery planning · Warranty and RMA
SERVICE QUESTIONS
Warranty, returns and local support.
When does the warranty start?
The standard ODM/OEM laptop policy is a 12-month limited warranty from the shipment date. Confirmed manufacturing or component-quality defects receive repair or replacement without repair charges under the agreed order terms.
Who pays return shipping?
Confirm both outbound and return freight, the service destination and shipping instructions before dispatch. Free repair or replacement for a covered defect does not by itself establish that international freight is included. Customer-induced damage and out-of-warranty work are quoted with applicable parts, labor and logistics costs.
Should we send a faulty laptop back immediately?
Contact SURE ASCENT first with the model, serial number, purchase order and fault evidence. We start with remote diagnosis. Send a unit only after receiving an RMA number and the designated return instructions.
Are the recommended 1% spare units free?
Approximately 1% spare units is a deployment planning recommendation for local replacement. It is not a promised failure rate or an automatic free allowance. Quantity, price and inclusion in the order are agreed in the quotation.
Can our local team obtain parts and repair guidance?
Model-specific parts can be purchased separately. Available technical materials may include illustrated SOPs, repair videos, drivers, BIOS, recovery images, firmware and troubleshooting guidance. Confirm the package for your exact platform and board revision.
What happens after the warranty expires?
Repair and technical support continue according to project requirements. Parts, labor and logistics are chargeable. A repair quotation is provided for approval before chargeable work begins.
What should we do if goods arrive damaged, incomplete or not working?
Record the delivery reference, affected carton and serial numbers, counts, photos of packaging and contents, and the fault symptoms where relevant. Contact us promptly for review against the order and shipping records. Do not assume an automatic replacement or send goods back before the next step and any RMA instructions are confirmed.
Can several units be handled in one support case or batch return?
Provide a per-unit list with serial number, symptoms, checks performed and case status so each unit can be traced. We confirm remote diagnosis, the local collection plan and any batch RMA route. Return destination, packing, unit/accessory list and freight responsibilities must be agreed before dispatch.
START A SUPPORT CASE
Send the model, serial number and fault evidence.
Our team will begin with remote diagnosis and confirm the next step.