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Service Support

Your satisfaction is our motivation and serve you wholeheartedly


After-sales Service Commitment

 

Hangzhou Zeno-Videopark Technology Co., Ltd. (hereinafter referred to as “Videopark”) carefully promises that all products produced by Videopark,purchased through any formal channels that have the SN number on the label as the unique identification of the device ID number, are entitled of standard warranty service commitment of Videopark products.

 

1. Product warranty period

 

From the date of purchase (subject to the date of the original purchase certificate), Videopark products have the right to free warranty during the warranty period according to the terms of the signed purchase and sales contract. Please refer to the following table. If it is not possible to provide product purchase and sales invoices or receipts, it will be calculated based on the date of manufacture on the product label. After the warranty period expires, Videopark will provide paid maintenance services in accordance with the "Charging Standards for Paid Services of Videopark".


Model Name

Series

Warranty Period

Camera

Eco Series

12 Months

Project Series

24 Months

Brackets, Lens, and Shield

12 Months

Storage Products

TVR Series

12 Months

NVR2XXX Series

12 Months

NVR81XX/91XX Series 

24 Months

Boards

12 Months

Hard disk

36 Months

Adaptor, remote controller, mouse, cable

12 Months

Access Control System

Face terminal

12 Months

Decoder

NVD2000/NVD3100

24 Months

Software

IMS3000/8000,HCS1000/PESM2000/VQDS1000

12 Months

       Others

12 Months


Special Note:

1) The warranty terms of special items are subject to the specific purchase and sale contract in accordance with the warranty scope of this service commitment;

2) The warranty clauses of the promotion machine or the demo machine's special resale are subject to the specific purchase and sale contract;

3) Packing boxes are not covered by the warranty;

 

 

2. Product warranty content and scope

2.1Repair service

     During the warranty period, Videopark will repair and replace parts damaged due to product quality for free. If parts are damaged due to improper operation or human factors, the company will charge a cost when replacing or repairing parts.

 

2.1In one of the following situations, Videopark will not provide free warranty service:

1) Exceeding the validity period of the above three guarantees or the free maintenance period;

2) Failure or damage caused by use, maintenance and storage not in accordance with the contents of the "Instruction Manual";

3) The product cannot be used normally due to the use of pirated, non-standard, self-edited or unpublished third-party software;

4) Failure or damage caused by abnormal reasons such as falling, extrusion, high temperature, corrosion, foreign matter entering the equipment, etc.;

5) Failure or damage caused by misuse, accident, modification, improper physical or operating environment, natural disasters, power surge, and improper maintenance or storage;

6) Product failure caused by self-disassembly, repair, and installation without confirmation and guidance from the after-sales engineer of Videopark;

7) There is no label indicating the name of the factory, factory address, production date, product serial number, product warranty card, or product serial number and label that are blurred, damaged, or unrecognizable;

8) When you need to get paid services, you can contact and negotiate with our after-sales service center, and certain maintenance costs and transportation expenses will be charged when repairing;


3、Special Note:

 

1. If there is no special need, please do not attach peripheral hardware, cables and other items to the repaired product. If you have special needs, please contact Videopark in advance and attach the relevant list when sending it for repair, so as to avoid unnecessary losses .

2. Please choose the shipping method and carrier carefully and recommend to purchase transportation insurance. Videopark will not be responsible for any losses you may cause during the delivery process.

3. In the process of daily use, especially before sending out the faulty storage product, please make sure to back up the information you think is important in time to avoid loss. Videopark is not responsible for any loss caused by data loss during use or maintenance.

4. Videopark reserves the right of final interpretation of this commitment, and Videppaark after-sales service center has the right to change and modify this commitment.

5. This commitment shall be implemented from the date of issuance.

 

4、Service supervision

     In order to continuously improve the after-sales service management and expand the new after-sales service model, Videopark welcomes every customer to supervise our service or make suggestions for improvement. The company's service supervision contact information is as follows:

ContactAfer-sales Department

Tel: 0571-28312131

Emailtechsupport@videopark.com.cn

                      Hangzhou Zeno-Videopark Impor and Export Co., Ltd

Nov 2018

 

 

 


+86-571-2831-2131