After sales warranty policy
Shenzhen Tongchuang Audio Technology Co., Ltd. (hereinafter referred to as Cretone) has a comprehensive after-sales technical service system and a dedicated 400 service hotline,
We accept user complaints 24/7 and strive to solve problems for users in the shortest possible time.
Cretone's service philosophy is
Our business philosophy is to combine specialized audio and video with service products.
Focus: Focus on making products
Diligent: Serving with dedication
After signing the contract with the customer, Cretone will provide them with comprehensive technical support and after-sales service.
In order to better serve customers, ensure their legitimate rights and interests, relieve their worries, and ensure the normal and stable operation of their projects, we make the following commitments to Cretone's customers:
quality assurance
For all digital audio processors, control panels, PoE modules, and Dante I/O products purchased from Cretone, if the machine is damaged or malfunctions from the date of purchase, we promise a two-year warranty service, including one year of free replacement service (not brand new machines) and one year of product repair service. Unless otherwise stated, other products of our company will provide a 15 day replacement and one-year warranty service.
Cretone promises to provide customers with various devices that can operate normally and provide free repairs to faulty devices during the warranty period of the contract. After exceeding the warranty period, Cretone provides lifelong paid system maintenance support services for all sold devices.
Warranty content
1. Maintenance technical services: During the warranty period, free maintenance services will be provided for sales products that have been identified as faulty by our professional after-sales service center. For products that have exceeded the warranty period or beyond the warranty scope, part fees and labor technical service fees will be charged according to regulations, and the round-trip shipping cost will be borne by the customer.
2. Parts: During the warranty period, replace the faulty parts identified by our after-sales service center. After this deadline, the user is required to pay the full cost of replacing the parts;
3. Software: Unless otherwise stated, from the date of purchase, any random software identified by our company that seriously does not meet the indicators listed in the product operation manual will be provided with free correction or replacement.
When requesting free repairs during the warranty period, a product warranty card and purchase proof (invoice or contract, etc.) must be presented.
Hardware Maintenance
After obtaining authorization from after-sales technical support engineers to return equipment, customers can return, repair/replace faulty equipment, and Cretone will provide free replacement and repair services.
Exchange service
Digital audio processors, control panels, PoE modules, and Dante I/O products within the warranty period can be replaced free of charge within one year from the date of purchase if they fail due to non-human factors (not brand new machines). If this period is exceeded, we will only provide free repair services. This service requires our after-sales technical engineers to first evaluate the faulty equipment. After confirming the fault, our company will send the replacement equipment to the customer through the courier carrier within 24 hours. Afterwards, the customer needs to send the faulty equipment back to Cretone within one week. Otherwise, Cretone will charge the replacement equipment fee based on the current list price of the equipment.
Repair service
The customer needs to return the faulty equipment to Cretone first, and within 24 hours of receiving the equipment, Cretone will provide a solution for the customer. Within 7 working days, the repaired equipment will be returned to the customer;
If the malfunction is not caused by human error, the shipping cost incurred for repairing the equipment will be borne by our company;
Software upgrade
The Cretone R&D department will continuously improve the original functions of the equipment, develop new features, promote product upgrades and optimizations, and provide better equipment performance. If Cretone's system software naturally upgrades, Cretone promises to provide it to the buyer for free. If Cretone's system software adds new features, Cretone promises to provide it to the buyer at a discounted price. Cretone guarantees that the new version is fully compatible with the old version and can be upgraded from the old version to the new version.
Fault response time
During the normal operation of the system, the after-sales technical service center provides 24-hour technical support services, ensuring a positive response within 2 hours of receiving user feedback, and resolving problems or providing processing results within 24 hours.
Technical support services and hotline
Cretone customer service center provides customers with 24-hour hotline telephone technical support services, mainly including:
fault diagnosis
Troubleshooting
Technical consultation
Technical solutions
Software and hardware upgrades
Equipment replacement and repair
Troubleshooting
Technical support methods
1. Phone, email:
In general, users can report all problems they encounter to the technical support center through phone, email, and other means,
The technical support center will provide a response on the same day.
2. Remote support:
General technical issues will be immediately resolved by technical support engineers through the network.
3. On site service:
In case of emergencies and major technical issues, technical support engineers will rush to the site to provide services.
4. Regular training:
Technical support engineers collect information on various common system issues and organize targeted training Gradually improve the technical support of customers, and all customer requirements will be recorded and filed. The entire process of problem solving will have a "customer feedback form and problem tracking form" to ensure service quality.
