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How long is the product covered under after-sales warranty, and how do you handle quality-related issues?
Within one year of project delivery: For any issue caused by our product quality (excluding improper use), including but not limited to: excessive wear of fixed structures such as rack supports, system failure to respond or match with auxiliary equipment, automated forklift recognition errors or excessive deviation, damage to totes or their dislodging/slipping from the rack.
a) Our after-sales team will respond 24/7 (Considering time zone differences, a direct phone call to the project manager is recommended).
b) We will provide a solution, offer remote guidance to the greatest extent possible, and dispatch on-site engineers to address the problem if necessary.
c) We will also cover the cost of replacement materials (either procured locally or supplied by us) and provide reasonable compensation for operational losses resulting from downtime.
For projects beyond one year after delivery: We will continue to provide solutions to the best of our ability and maintain the highest level of responsiveness. Our after-sales engineering team is always committed to resolving any issues that our customers may encounter.