KeeTouch Warranty Repair Policy

Touch screen

 SAW

 Touch Screen

 5 Years

 Controller

 3 Years

 IR

 1 year

 PCAP

 1 year

Touch Monitor

 1 year

Kiosk

 1 year


I.Above warranty period takes the shipping date of KeeTouch products as the starting date.  ●Remark: 

II. Customized products, free samples or special priced products are not eligible for Warranty Replacement. 
III.KeeTouch is under NO obligation to provide support for following situations: 
1. Without intact KeeTouch label, or the model number or serial number cannot be clearly identified. 
2. Physical damage(including but not limited to damages of communication cable on the touch panel, damages of transducers, controllers out of shape, depressed or cracked). 
3. Unauthorized disassembling repair or modification of the products. 
4. Any defects caused by improper storage or unsuitable working environment (including but not limited to rust resulting from environmental humidification or any damages resulting from excessive working voltage etc.). 
5. Any defects caused by abuse, misuse, improper operating of the products. 
6. Damage or loss of KeeTouch products because of natural disaster (such as earthquake, fire or flood), social unrest or governmental polices etc. 
7. Failure for providing a suitable operating environment including hardware and software.

DOA (Dead On Arrival)

 Except for the cautions of natural disasters or improper operation by customer,   

All KeeTouch’s products, if any defects occur within a month, can be regarded as DOA.  
1.KeeTouch offers free replacement service within one month for bellowing situation:
I. Inspection period: after receiving products, within 7 working days, if any cosmetic  hardware and functional defects happened which followed with KeeTouch’s  inspection specification, if customer without reporting the defects to KeeTouch during this period, KeeTouch would consider the products as qualify.

II. Range

a. Mechanism component defects caused by transport.( Not including the defects that caused by customer’s transport)
b. Mechanism component defects occured when followed with KeeTouch’s assembly operating specification.  
c. Other defects that had been confirmed by KeeTouch.   
III. Requirement

a.Provide detail defect description and phenomenon,related pictures and operating environment.         

b. KeeTouch’s original packing ( including carton,panel bag and anti-static bag of controller )
IV. Any below conditions, KeeTouch is under no obligation to provide replacement service:  
a. Any cosmetic and functional defects caused by malicious damage or after customer’s usage.
b.Without intact KeeTouch label, or the model number or serial number cannot be clearly identified. 
c. Lack of component; component was damaged; no appointed package for special component.  
d. Unauthorized disassembling controller.  
e. Damage or loss during transportation.  
2 .Replacement process

a. When receive customer’s repair requirement, KeeTouch  would contacts with customer within one day via phone call or email to confirm the problem, and than arrange replacement service or other solutions basic on warranty principle.

b. When customer receives KeeTouch’s replacement confirmation, customer would be required to send back the defect products with KeeTouch’s original package to KeeTouch through KeeTouch’s defined logistic company. After KeeTouch receives the return products, KeeTouch would arrange replacement send to customer within 7 working days transportation expenses cost by  KeeTouch.   
3 .Interpretative statement :  

a. If label and parts is insufficient, KeeTouch would send the products back to customer’s return address.  

b. Customer should support KeeTouch to go to the site to know and diagnose the defects.

c. The products which had been replaced do not have a second replacement period.

d. For those cities without KeeTouch’s  defined logistic company , KeeTouch suggests customer select a trusted logistic company to transport the goods. That help to avoid unnecessary debate and lose.

 e. If products damage or inadequate quantities happen to the logistic company which defined by KeeTouch, KeeTouch would be responsible to the loss. When customer receives the goods, it is better confirm the goods quantities and carton condition, if any abnormality found, customer should note it in the receipt, and return the abnormal goods to KeeTouch. KeeTouch would arrange replacement to the customer first, and charge the loss to the logistic company. If the abnormal situation without being reported to KeeTouch within 7 working days, KeeTouch has right not to solve. If the damage or adequate caused by customer’s defined logistic company, KeeTouch do not be responsible.


●RMAReturn Material Authorization

During warranty period, KeeTouch provides free replacement and repair service for bellow conditions:  
Range: no any physical damage leads to breakdown
Requirement :    

1. KeeTouch label is intact, model number or serial number can be clearly identified. 
2. Provide detail defect description.  
3. Others required necessary to identify the defect and product information
KeeTouch is under NO obligation to provide support for following situations: 
1. Without intact KeeTouch label, or the model number or serial number cannot be clearly identified. 
2. Physical damage(including but not limited to damages of communication cable on the touch panel, damages of transducers, controllers out of shape, depressed or cracked). 
3. Unauthorized disassembling repair or modification of the products. 
4. Any defects caused by improper storage or unsuitable working environment (including but not limited to rust resulting from environmental humidification or any damages resulting from excessive working voltage etc.). 
5. Any defects caused by abuse, misuse, improper operating of the products. 
6. Damage or loss of KeeTouch products because of natural disaster (such as earthquake, fire or flood), social unrest or governmental polices etc. 
7. Failure for providing a suitable operating environment including hardware and software.



Repair process
1. Customer report detail defect information and send the defect samples to KeeTouch after-sales department. After-sales department would judge the sample in or out warranty. If it is in the warranty, the after-sales engineer would provide a to customer for confirmation, at the same time, the time of sample returning would also be confirmed. (Remark: if the defect sample out of warranty and customer agrees to repair, than customer has to in charge of necessary material and repair cost. KeeTouch would provide cost detail to customer for confirmation. Only got the customer’s confirmation, can start to repair.  )
2. The cities where had been allocated KeeTouch’s repair center, customer can call the after-sales department for repair request directly. After receiving the repair call, KeeTouch would go to the site and confirm the problem within 24 hours.
3. After receiving the defect samples, KeeTouch would repair and inform customer to take back the goods within 7 working days. Customer is in charge of the transportation expenses from customer’s side to KeeTouch; while KeeTouch is in charge of the opposite distance fees. For those products had been out of warranty, the return and send(Customer’s side--KeeTouch; KeeTouch-- customer’s side) cost is charge to customer.

Interpretative statement :
1 During warranty period, the products, if its left warranty is over three months, that it still kept the original warranty after repair; while the ones the left warranty is less than three months, would only have another three months warranty began from the date repair or replace(Components have a one year warranty after repair for those pay maintenance ).
2 During repair period, KeeTouch is not in charge of providing temporary substitutes.

3 If any products send to KeeTouch after-sales department without KeeTouch’s confirmation, the return and send cost is charge to customer(when return the products to customer, KeeTouch would select cash on delivery), at the same time, any damage or loss risk among transportation also assumed by customer.

4 KeeTouch is not responsible to the damage, destroy or loss during transportation.

5 Maintenance costs basic on KeeTouch’s actual cost quotation.
6 The ones in that without customer’s confirmation, KeeTouch would return to customer directly.

 Special Remind 

 1 Within warranty, KeeTouch has the ownership of faulty components after replacement.

 2 It is better for customer to make a back-up for those important data, KeeTouch is not responsible to the lost data.  

 3 During maintenance, if any irresistible elements leads to above promise failed , KeeTouch and its subsidiary corporation and after-sales department would contact with you just in time.