After-Sales Service Policy
After-Sales Service Policy
General Policy
1. In order to implement the quality policy of “perfecting management system, strengthening process control, improving product quality and realizing customer satisfaction”, the rules are hereby formulated on the basis of relevant provisions of the national “Quality Law”, “Law of the People's Republic of China on the Protection of Consumer Rights and Interests” and “Guarantee of Repair, Replacement and Refund of Substandard Products”.
2. On the premise that products are under warranty and users comply with the regulations on product use and maintenance, we shall be responsible for the Guarantee of Repair, Replacement, and Refund of Substandard Products (abbreviated as Three Guarantees) to address quality problems arising from product design, manufacturing, raw materials, processing, assembling, and commissioning. The principle of the Three Guarantees is to prioritize repair whenever possible, ensuring the product meets the functional requirements for leaving the factory after repair.
3. We reserve the right to amend the following regulations without prior notification.
Standards (Company-level) for Outgoing Products
1. We conduct production in accordance with the provisions of the relevant national standards and perform the standard requirements of the Supply Technology Agreement for manufacturing special products.
2. Outgoing products are attached with the host, accessories, certificate of conformity, instruction manual, warranty card, and packing box.
3. Products conforming to the provisions mentioned above shall be shipped as qualified products.
Warranty for Greatwer Products
一、Basic information
1. Users shall enjoy a free warranty of 12 months from the date of purchase.
2. This warranty service covers only the host. Packaging, casing, wires, manuals, and other accessories are not included in the warranty service.
3. If a hardware or technical failure occurs to the product, please contact MIWEI for after-sales support.
4. The after-sales service personnel shall check the pairing of the product sent for repair. Upon receiving the repaired product, users must re-pair it to ensure normal functionality.
二、Regulations on Warranty Services
1. Users shall keep the invoice or valid certificate of purchase properly.
2. Please keep the warranty card properly. Any loss of warranty cards shall not be reissued.
3. Parts repaired and replaced when applying for warranty shall belong to Greatwer.
4. The repaired products in the warranty period shall continue to be covered by the warranty services. If it is less than three months before the end of the warranty period, the parts replaced shall be covered by the warranty services for three months from the date of replacement.
5. Please fill in the relevant information specified on the warranty card before a repair.
6. A chargeable maintenance service is available if the product is out of the warranty period.
7. If the product sent for repair has been discontinued, we will try our best to repair it. However, due to potential material shortages, we may not be able to complete the repair. We appreciate your understanding.
三、Non-Warranty Coverage
1. A product purchased beyond the effective warranty period.
2. Unauthorized alteration of the warranty card.
3. Unable to provide a valid certificate of warranty.
4. Unauthorized transformation, disassembly, or repair of products.
5. A damaged product motherboard due to improper use.
6. A damaged product due to irresistible natural disasters.
7. Improper packaging by the customer or product loss or damage due to irresistible factors during transportation.
8. Product failure or damage by unauthorized use for research and development of the third-party or other professional tests.
9. Failures arising from causes other than the product’s inherent quality.
10. Product damage caused by improper use or storage (liquid permeating and other factors).
11. Damage caused by unstable voltage or current, leading to operation failure.
Disclaimer
The previously mentioned terms and conditions set forth all our responsibilities with respect to the product and shall be expressly in lieu of any other warranties and liabilities, express or implied.
Where the product fails to function properly, our liability to the user is limited to repair or material replacement in accordance with the above terms and conditions. No other warranties are provided. Where the applicable laws of the country explicitly state otherwise, we shall comply with such laws.
We shall only assume the liability required by the applicable laws of the country for any direct or indirect loss caused by the user's inability to operate the product normally, regardless of the reason.
Under no circumstances shall we be responsible for any loss or damage to the product sent for repair by the user due to logistics reasons.
Cause and self-check of failure
To expedite the processing of your device, please describe the cause of the failure in detail. You can perform a self-test based on the following common issues:
1. The listening sets function abnormally on one side
This may not be the failure of the listening sets, but of the emitter or sound source. You can trouble shoot the failure by the wired listening sets.
2. Short duration
Prolonged use may reduce battery life, thus causing the battery bulging and power storage failure.
3. Power on failure
If the device has been idle without charging, the host may enter a low battery protection state. Connect the charger and charge for at least 30 minutes before turning it on again.
4. Charging failure
Do not use a high-power charger, as excessive power may burn the PCB board, rendering the device unusable. Use a 5V/1A charger instead.
5. Noise
Using the device near a Wi-Fi area may cause the emitter signal to be interrupted, resulting in noise and frequency cut-off issues. It is recommended to use the device away from Wi-Fi areas.
Important Reminder
1. If your device is not covered by the warranty services (if the product is out of the warranty period, or damaged due to human errors such as sweat permeating and moisture, then you must pay for maintenance.)
If you wish to know the repair cost before deciding to proceed, please include a remark stating this when sending the device back. Otherwise, to expedite the process, we will proceed with the repair and contact you for payment upon completion.
2. We will make every effort to repair discontinued products. However, due to potential material shortages, we cannot guarantee successful repairs. We appreciate your understanding.
3. Customers are responsible for the shipping costs when sending the device to us. We will cover the return shipping costs after the repair is completed.
4. We aim to return the product within 10 working days of receiving it, not including transit time. For any special circumstances, please inform us in advance and clearly state the reason for returning the device in the after-sales service form.