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Service
Service commitment
Free on-site training
Free repair for product quality issues within the warranty period.
Lifetime technical service for products outside the warranty period. For repairs, only material costs will be charged; repair fees are waived for life.
Response to service requests within 1 hour, and a handling opinion and solution within 2 hours.
Products returned for repair will be processed within 2 business days of receipt, and the user will be notified of the processing status.
Service instructions
Instructions for First-Time Product Use
1. Unpacking and Inspection: After unpacking the product, the user should first check the packing list against the requirements and configuration in the purchase contract to ensure consistency. Then, check and confirm that all accessories are complete according to the packing list. If there are any discrepancies, please contact Langguang as soon as possible. If the user does not raise any objections within 7 days of signing for the goods, Langguang will consider it as the user's acceptance of the factory configuration, and that the configuration is complete and in good condition. (When removing the product from the packaging box, pay attention to warning signs (such as "Do Not Handle Here") and handle it according to the corresponding requirements.)
2. Product Debugging: After the product is unpacked, the user should carefully read the accompanying product manual and related materials, and then debug the product according to the required testing environment (conditions), power supply, air supply, operating parameters, and operating methods. If there are any unclear points, please contact the Langguang after-sales service center for confirmation before proceeding with debugging. (If the configuration includes a computer, please note: all relevant product software is pre-installed and ready to use at the factory. Please keep the accompanying CD safe for future use.)
3. Daily Operation: Before using the product, first confirm that the test environment (conditions), power supply, gas supply, and operating parameters meet the test requirements. If you encounter any problems, you can consult the product user manual or log on to the Labthink website www.labthink.com for relevant information; you can also contact the Labthink after-sales service center. To facilitate accurate and timely handling of any problems you encounter by service personnel, please make the following preparations before contacting us:
(1) Determine the product model through the product identification (or user manual, product certificate);
(2) Have carefully read the product manual and have it on hand before calling;
(3) Provide detailed fault symptoms (such as displayed content, operating status, etc.), the time of fault occurrence, and other more specific information (if the user conceals the truth, the user shall bear the loss caused thereby).
Warranty Period Confirmation
The warranty period is one year from the date indicated on the product outbound slip (indicating product model and number, stamped with the Languang outbound stamp) or the date indicated on the copy of the outbound slip. If the user cannot provide a product shipment notice (or copy), the warranty period will be calculated based on the product manufacturing date provided by Languang. The relevant provisions during the warranty period do not apply in any of the following situations:
1. Wear and tear of consumable parts, such as filter paper, lamps, etc.
2. Using expansion components or peripherals not approved by Languang causes damage to the product or its components.
3. Damage to the product or its components caused by abnormal reasons (including non-compliant power supply, air supply, working environment, external forces, and foreign objects entering the equipment, etc.).
4. Damage to the product or its components caused by natural factors beyond human control (such as earthquakes, fires, etc.) or accidents (such as theft or loss).
5. Self-disassembly, repair, or modification causing damage to the product or its components.
6. Power cords, printing cables, communication cables, and other connecting cables caused by live power or unplugging cause damage to the product or its components.
※ Warranty Expiration Confirmation:
One year from the date indicated on the product outbound order (indicating product model and number, stamped with Languang outbound stamp) or the copy of the outbound slip is considered to have expired for one year. If the user cannot provide a product shipment notice (or copy), the warranty period starts based on the product shipment date provided by Languang.
Service Content
1. Provide guidance on user product operation, technical support, and training by phone, in writing, or on-site.
2. For faulty products, assist users in troubleshooting and handling, or return to the factory for repair, or provide on-site inspection.
3. Conduct irregular phone or on-site follow-up visits and technical guidance on users' product usage.
4. Provides downloads of product usage and troubleshooting guidance materials on the Languang website.
Calculation of Service Fees
1. During the warranty period, for repairs caused by product quality issues, Languang will cover costs inherited from product repairs, technical support, round-trip instrument transportation, personnel visits, and parts replacement. The transportation method and the tools used by personnel will be determined by Languang.
2. For repairs of products outside the warranty period, Languang waives the repair fee. Users only need to bear the cost of replacement parts and round-trip logistics and transportation costs. The transportation method can be negotiated between both parties, and the user bears the cost of personnel on-site service during on-site service.
3. During the warranty period, when parts are shipped for repairs, the cost will be borne by Languang, and the transportation method will be determined by Languang.
4. All costs for on-site follow-up visits and free training products for on-site training will be borne by Languang; For product training that is not free, the cost of on-site training will be borne by the user.
5. For products sold by Non-Languang, if the user cannot obtain manufacturer support, Languang can provide corresponding services and support, with all costs during the service process borne by the user.
Service response time
Upon receiving a user request, service personnel will respond within one hour and provide timely technical guidance to assist users in resolving issues. Spare parts will be dispatched within one business day.
When a product is returned for repair, We will notify the user of the arrival and inspection status within one business day of receiving the product, repair it within two business days and notify the customer of the processing status, and then dispatch it within one business day after repair (the product will be dispatched within one business day after receiving the faxed copy of the transfer slip upon payment).
For on-site repair service, after both parties sign a service contract (or reach a verbal agreement), under normal circumstances and outside of holidays:
* Within the province, service personnel will generally arrive within two business days;
* Outside the province, within 1500 kilometers, service personnel will generally arrive within three business days;
* For areas more than 1500 kilometers away and areas with inconvenient transportation, customer service personnel will proactively negotiate with the user and guarantee arrival in the shortest possible time.
For on-site product training, the calculation period generally begins from the time the product arrives at the user's location. For payment, the calculation period begins from the time the faxed transfer slip is received. Under normal circumstances (excluding holidays):
* Within the province, service personnel will generally arrive within 2 business days;
* Outside the province, within 1500 kilometers, service personnel will generally arrive within 3 business days;
* For areas more than 1500 kilometers away or with inconvenient transportation, customer service personnel will proactively negotiate with the user and guarantee arrival as quickly as possible.
If there are other agreements with the user, those agreements will prevail.
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