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发表于 2021-4-16 18:46
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乐森售后服务政策
第一部分-总则
获取售后服务
在保修期内,如果产品出现性能故障,可联系乐森售后获取售后服务。
售后邮箱 support@robosen.com;
售后电话 400-023-8123;
售后微信服务号 Robosen666。
服务范围
产品保修期自您收到货当日算起,乐森授权代理商提供的发票,订单截图等可作为依据。
若无法提供相关证据,则以产品出厂日期顺延 90 天计算保修期。
非售后保障范围
保管不当造成的人为损坏;
私自拆解,改装造成的损坏;
未经官方指导自行维修造成的损坏;
储存环境潮湿,导致的进水或内部板件发霉。
第二部分-主要部件保修期
乐森擎天柱机器人旗舰版
舵机、关节连接线、电池、电源适配器保修期为六个月;
主板、内存卡、数据线等保修期为十二个月。
第三部分-售后服务类型
退货服务
产品收到货之后 7 日之内,存在非人为原因导致的性能故障,可联系售后申请退货或者换货。
换货服务
产品收到货之后 15 日之内,存在非人为原因导致的性能故障,可联系售后申请换货。
以下情况我们可能会拒绝客户的退换货要求:
产品收货超过 7 日或 15 日提出退货或换货申请的;
无法提供有效的凭证证明购买时间;
产品及配件有缺失,或外观人为导致受损;
联系售后确认退换货后,没有在七日之内寄出产品;
经售后检测产品功能正常,不存在性能故障;
保修服务
产品在保修期内,正常使用中出现非人为原因导致的性能故障,保修期内可以联系售后将产
品寄回指定的售后维修中心进行免费维修。
其他说明
如果产品问题不在保修范围内(如人为导致机器损坏,过保),我们会根据具体问题收取相
应的维修费,工时费及快递费。
在某些国家或地区可能没有乐森授权的售后维修中心,如果需要跨区域维修或者退换货,产
生的快递费以及其他费用,需要用户承担。
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AFTER-SALES SERVICE POLICIES
PART I GENERAL
Obtain Warranty Service
If a product does not function as warranted during the warranty period,You can contact Robosen
for after-sales service.
After-sales contact information includes,
support@robosen.com
400-023-8123
What is Covered
The warranty period for the product starts on the day such product is delivered, If you cannot
provide invoice or other valid proof of purchase, then the warranty period will start from 90 days
after production date shows on the product.
What This After-Sales Policy Does NOT Cover
Manmade damage caused by improper use;
Damage caused by unauthorized modification, disassembly, or shell opening not in accordance
with official instructions or manuals;
Damage caused by private repairs;
Improper product storage environment, resulting in water or moldy internal electronic board.
PART II WARRANTY PERIOD OF MAIN PARTS
Flagship edition Optimus Prime
Servo steering gear, Joint cable, Battery, Power adapter are warranty period for 6 months;
Main control board, Memory card, USB cable are warranty period for 12 months.
PART III TYPE OF AFTER-SALES SERVICE
Return service
Within 7 days after receiving the peoduct, if there is any manufacturing defect, you can contact
the after-sales service to apply for return or replacement.
Replacement service
Within 15 days after receiving the product, if there is any performance fault caused by
non-human reasons, you can contact the after-sales service to apply for replacement.
Return or Replacement Service will not be provided where
Service is requested more than 7(return) or 15(replacement) days after receiving a product;
Legal proof-of-purchase, receipts, or invoices are not provided;
A product sent to ROBOSEN for return or replacement does not include all original accessories or
contains items damaged by user error;
Received product has not been sent back to ROBOSEN 7 days after return or replacement
confirmation from ROBOSEN;
After the after-sales inspection, the product functions normally without performance failure.
Warranty service
Within the warranty period, Performance failure caused by non-human causes, you can contact
the after-sales service to send the product back to the designated after-sales repair center for
free repair.
Other instructions
If the product problem is not within the scope of the warranty (such as man-made damage to the
robot, beyond the warranty period), we will charge repair fees, labor fees and courier fees.
In some countries or regions, there may not be after-sales repair centers authorized by Robosen.
If cross-regional repairs or returns or replacemengt are required, the courier fees and other costs
incurred will need to be paid by the user.
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