To protect the legitimate rights and interests of consumers, clarify the responsibilities and obligations of producers, sellers, and repairers of microcomputer products for repair, replacement, and return (hereinafter referred to as the "three guarantees"), and actively respond to the relevant provisions of the "Product Quality Law of the People's Republic of China", the "Law of the People's Republic of China on the Protection of Consumer Rights and Interests", and the "Regulations on the Responsibility for Repair, Replacement and Return of Microcomputer Products", ESD Company has formulated the following product warranty regulations:

 

1.Repair method

• When the user's computer malfunctions. The customer service personnel will assist you in solving the problem. You can also log in to the ESD Group website http://www.esd-e.com for product and technical support.

• When reporting a repair for the whole machine, please prepare the following information: product serial number, specific configuration of system hardware and software, equipment failure phenomenon, any troubleshooting and repair measures taken, user unit, contact person, contact information, and address.

 

2.Standard warranty service

• Telephone support

ESD Company provides 7*24-hour telephone technical support. After receiving the repair request, the technical staff of the after-sales service center will respond within 2 hours and confirm basic customer and product information over the phone, while guiding you through simple troubleshooting and confirmation. Please cooperate with the work of the customer center engineer.

• Online support

With the customer's permission, the technical staff of the customer center will provide remote assistance to solve the problems encountered remotely. At the same time, they will also provide technical support for software parts such as driver programs and management software on the network.

• Customer repair service

For individual parts purchased separately by customers or beyond the free on-site service period, customers need to send/mail the faulty goods to ESD's after-sales service center for inspection, and after completing the repair work, return the complete product to the customer.

 

3.Effective warranty certificate

• The valid warranty certificate for the product includes: the contract, invoice, three-guarantee certificate, warranty label, and product serial number corresponding to the purchase of the product;

• If the user cannot provide the corresponding product purchase and sales contract and invoice, the warranty period of the product will be calculated based on the shipment date recorded in the inventory as the product's sales date;

• If the valid warranty period of the product cannot be queried, the product will not be eligible for our company's free warranty service.

 

4.Warranty Standards for Whole Machines and Accessories

• Warranty for Whole Machines:

Hardware Category	Warranty Period	Return Policy	Exchange Policy	Repair Method
Motherboard, CPU, Memory/RAM, Enterprise Hard Drive, Solid State Drive, Power Supply Unit, Module, Expansion Card, Disk Array Cabinet	Two years of free component warranty service	Return for a full refund within 7 days of purchase if hardware failure occurs	Return and exchange for a new product of the same model within 30 days of purchase if hardware failure occurs	For the first year after purchase, priority is given to the use of a good product of equal value for replacement if hardware failure occurs; maintenance is available for the following year.
Chassis Fans, CPU Fans, Displays, Switches, LED Indicators, Hard Disk Brackets, Optical Drives, Chassis Components	Two years of free component warranty service			For the first year after purchase, priority is given to the use of a good product of equal value for replacement if hardware failure occurs; maintenance is available if there are no good products available for replacement.
PC
USB Peripherals, Keyboards, Mice, etc.	Customers must send in the product for repair; one year of free component warranty service			For the first year after purchase, customers must send in the product for repair if hardware failure occurs.
Chassis Slides, Random Data and Discs, Power Cables, Motherboard Batteries, Packaging Materials, etc.	Not covered by the warranty			Additional repair/replacement fees apply.
Other Accessories	The warranty period for clearance items will be based on the warranty standard at the time of sale.			Send in for repair.

•         Warranty for parts

Hardware Category	Warranty Period	Return Policy	Exchange Policy	Repair Method
Boxed CPU, Enterprise Hard Drive, SSD, Graphics Card, GPU	Customer sends for repair; Parts have two years of free warranty service	Return for a full refund within 7 days if there is a hardware malfunction;	Return for a replacement within 30 days if there is a hardware malfunction;	Within one year of purchase, priority will be given to replacing with a good product; if there are no good products, repair will be done. In the following two years, repairs will be performed.
Motherboard, Hard Disk, CPU, Memory, Network Card, Array Card, Optical Drive, Display, Switch, Chassis Fan, CPU Fan, Power Supply, Switch, LED Indicator Light, Hard Disk Bracket, Chassis Components, USB Peripherals, Keyboard, Mouse, etc.	Parts have one year of free warranty service Within one year of purchase,			priority will be given to replacing with a good product; if there are no good products, repair will be done.
Chassis Slides, Accessories, Discs, Power Cables, Motherboard Batteries, Packaging Materials, etc.	Not covered by the warranty			Paid repair
Other Accessories	Special pricing items have warranty according to sales warranty standards; Send for repair.			Send for repair.

Explanation:

• The warranty period for the replaced parts after repair is the same as the original machine (parts) warranty period.

• The spare parts used for repair must be at least functionally equivalent to the original parts.

• The defective parts replaced during repair belong to the company, and if the customer cannot return the defective parts due to confidentiality or other reasons, they must pay the relevant fees based on the value of the parts (except for those who have purchased value-added service).

• The warranty period for newly added parts during the warranty period is executed according to the standard for individual parts warranty.

• Parts that are charged for replacement or addition outside the warranty period have a one-year warranty period (onsite service is not provided).

• When shipping, the customer bears the logistics and insurance costs to the company, while the company bears the logistics and insurance costs to the customer. The after-sales department will reject any COD mail, and any losses caused by sending COD mail will be borne by the customer.

• For those who exceed the standard warranty service, please purchase a value-added service package. For specific details, please refer to the "Value-added Service Charge Standard".

 

Note:

Non-warranty scope:

• Unable to provide a valid warranty certificate.

• Unauthorized production/alteration/replacement of contracts, invoices, product labels, and other warranty certificates.

• The product model or number on the purchase contract is inconsistent with the actual product; using parts that are not manufactured or sold by the company.

• If the solid-state hard disk has reached the maximum service life value, it will be based on the official test results.

• Equipment cannot work normally due to natural disasters such as earthquakes, floods, lightning, wars, and terrorist events.

• After the product is returned to the factory, it is confirmed to have burned the chip.

• Equipment cannot work normally due to power surges, water leaks, animals, erosion, humidity, and other reasons during computer use (if there is a dispute about the cause of the fault, the detection fee will be borne by the wrong judgment party based on the inspection certificate issued by the local quality supervision department).

• Parts are damaged or obviously physically damaged due to the customer's improper transportation, handling, or other reasons.

• Damage caused by other human factors, such as hot plugging with electricity, foreign objects or liquids entering the machine, and software and hardware failures caused by using pirated software and computer viruses.

• Failure caused by using third-party parts or peripherals that are not recognized by the company.

• Failure caused by arbitrarily changing the CMOS settings and causing the product to not start normally.

• Failure caused by forgetting various passwords.

• Natural consumption, wear, and aging of consumables (batteries, shells, connectors, etc.).

• Customer modification of the product.

• Repair service provided by non-company designated maintenance service centers.

• ESD does not bear any losses caused to the customer due to product malfunctions (such as equipment shutdown, data loss, etc.).

5.Spare Parts Service

Within one year of the date of purchase, if a machine product with a valid warranty certificate and entitled to normal warranty service cannot be repaired within the prescribed time due to special reasons, ESD will provide a spare machine or spare parts with similar performance for free. After the repaired device is returned, please return the spare machine/spare parts to our company within 7 days. If it is not returned within 7 days, a usage fee of 1% of the value of the spare machine/spare parts will be charged per day.

 

6.Extra Services

Please consult ESD's after-sales service/business personnel.

 

7.Customer Responsibility

• Software/Data Backup: Before the staff of our company's after-sales service center perform any operations on the faulty equipment, the customer has the responsibility to complete the backup of all data, software, and supported system programs in the device. ESD will not be responsible for any data loss or recovery caused during the device use and maintenance process.

• Cooperation with Telephone Support and On-site Technicians: Customers have the responsibility to actively assist the staff of our company's customer service center in simple fault diagnosis and handling, listen to the instructions and suggestions of the staff. When on-site maintenance service is required, customers should provide free, safe, and adequate use of their facilities and systems, including sufficient workspace, device power supply, network connection, etc. If the system does not include a monitor, mouse (or pointing device), and keyboard, customers should provide them free of charge to our staff.

• Confidentiality Responsibility: ESD promises not to disclose any information related to customers during the repair and maintenance process. At the same time, customers should agree that any information or data disclosed to ESD or sent to ESD (through telephone, email, or other means) is not confidential or proprietary, unless ESD and the customer have previously signed a confidentiality agreement together.

 

8.Supervision and Complaints

In order to continuously improve ESD's after-sales service level and provide customers with high-quality and efficient service, we welcome customers to provide valuable suggestions on the deficiencies in our after-sales service process and supervise the work of technical personnel. Within the scope of the after-sales service system, if there are objections or dissatisfaction with the service of the technical personnel of our company's customer service center, please call the after-sales service supervision phone or send an email to the after-sales service supervision and complaint mailbox.