Roger Weil wholeheartedly provides customers with complete, efficient and thoughtful after-sales service. "Customer first, service first, reputation first, efficiency first" is our service tenet. We are committed to providing efficient after-sales service to all users.
1. Technical telephone support
The technical telephone support center is customer-oriented, and the 5X8-hour telephone support center has agents (operators) and engineers on duty to serve customers during 5X8 hours, and is a unified window for after-sales technical services. The online support center is located in Guangzhou, which provides technical services to Roger Well Control customers, and mobilizes the national resources of the integrated support center to solve customer problems according to the situation of customer failure problems.
2. Remote networking support
Roger Well's engineers can make preliminary diagnosis based on the information provided by the customer. With the permission of the customer, they can directly log in to the user's network, remote desktop, etc. to enter the faulty system for remote system diagnosis and maintenance. When necessary, we can cooperate with our company's internal experts to conduct in-depth analysis and diagnosis.
3. On-site support services
If the remote diagnostic support service cannot resolve the problem, Roger Weil will arrange for a technician to arrive on-site within the specified response time to provide on-site technical support services. On-site engineers and remote second-line engineers work together to solve problems for customers.
4. Scope of after-sales service
During the warranty period, due to the failure and damage caused by the quality of the equipment itself, Roger Well will replace the equipment free of charge until the system equipment works normally.
During the warranty period, the following situations are not covered by the "Warranty":
①Warranty stickers are difficult to identify, damaged, torn, or altered;
②Damage caused by improper storage, abnormal operation and man-made or natural disasters;
③Damage caused by self-disassembly and replacement of any part (such as lines, parts, etc.) in the machine;
④The use of pirated software, third-party software and viruses that have not been certified by testing and certification agencies in related fields causes malfunction or damage;
⑤The failure caused by the installation of the professional and technical personnel not designated by us to guide the installation.
After the expiration of the warranty period, paid maintenance services will be provided, and corresponding fees will be charged according to the actual situation.