Sintronic aftersale service process

 DOWNLOAD

Welcome to FAQ section!
This section is focused on Frequently Asked Questions divided by product groups. In case you have not found the information you were looking for feel free to contact your local distributor for support.

1.What should I do if my Sintronic product does not work correctly?
Prior to sending goods for warranty repair or post-warranty service, please contact our Technical support by sending email to  infors@sintronictech.com. This is available on business days from 09:00 AM to 6:00 PM China time. Alternatively you can use the online support chat to contact Technical support, which is available to all on business days from 10:00 AM to 5:00 PM China time.
If it is not possible to fix the faulty unit remotely, technical support recommends sending the unit for sintronic technical department. For that it is necessary to fill repair list. Also it is possible only with our distributors. For more information you can visit our website. After you fill in the repair list, we will provide you with Sintronic number which should be used as a reference while shipping the goods to us.
The delivery address for sintronic technical department is:
Sintronic technical department
No.2，Alley 17,South North village road,Dalong street
Shiji town,Panyu Area,Guangzhou city,China

or goods sent from non-China countries, proforma invoice for custom purposes is required. Total value of proforma invoice should not be over 200RMB.

2.What is the warranty period? Can I receive an estimated price of repair in advance?

Warranty period for all our products is 12 months.

fter we receive the faulty unit, we proceed with diagnostics to identify the fault cause. In case of post-warranty or disclaimed warranty (for example in case of mechanical damage, overvoltage etc.) we send the estimated price of repair. Only after receiving customer‘s approval of estimated price the faulty product is repaired.
The repair price can be refused but since the diagnostics is completed, we charge 200rmb for each commenced hour of work, as well as the costs of returning the device to the customer.

3.How long will the repair take?
Sintronic guarantees the device will be repaired within 30 days in the case of a complaint regarding device manufactured by Sintronic. This period begins to run on the first day after the device is received for repair. In the event of a complaint regarding device that was not manufactured by Sintronic, the period for repair is determined by the manufacturers contractual terms and conditions.
The post-warranty repair period cannot be guaranteed.

4.Can I return some products back to Sintronic?
Product return is possible every 3 months within Stock Rotation process. We can take back products that are unused, in original packaging and maximum 6 months from purchase. Also we cannot accept products not manufactured by Sintronic.
We test returned products after reception and provide the credit note afterwards. As a substitution it is mandatory to create a compensation order that will exceed a value of the returned items. In case you want to proceed with Stock rotation, please fill prepared form and send it to infors@sintronictech.com. We will get back to you with information about units approved for return.

5.What are the other options for settling your claim if you are Sintronic distributor?
We now offer an Immediate replacement service. Instead of waiting for the repair you get a functional product right after we receive the faulty product. This service covers all the products listed in the Sintronic price list for the duration of their warranty. Immediate replacement service is provided automatically and free of charge.
In the meantime, the faulty device is tested and in case of disclaimed warranty, we send you the repair price estimation. If it is approved, we repair and refurbish the unit and keep it in Sintronic. In case the repair price is refused, we charge the price of the previously shipped replacement unit.

6.Is it possible to purchase an extended warranty for Sintronic product?
We can offer an extended warranty of up to 5 years on all Sintronic products. An extended warranty could be bought within 1 year after the product’s purchase.

Prices of extended warranty:
1 year extended warranty: 7% of the product’s price
2 years extended warranty: 14% of the product’s price
To order extended warranty, please contact our sales department (tim@sintronictech.com), your area account manager or customer care department (infors@sintronictech.com).

Important noted:

Please click the right top corner download to take sintronic repaire list form if you need it.