Overview:
Labthink Global Technical Support & Customer Service Center has a complete and reliable service and support system that provides customers with professional, prompt and sustained pre-sales, sales and after-sales services. The service team consists of local service technicians and international service technicians all over the world. Service methods are selectable among remote service, field service and repair service which can be flexibly chosen by customers.
Definitions
1. Product: All the instruments, testing services, parts and software supplied by Labthink.
1.1 Instrument: The testing equipment supplied by Labthink.
1.2 Testing service: Various testing services supplied by Labthink
1.3 Software: The software supplied by Labthink and used for instrument control, data detecting and information management.
2. Service mode: The approaches with which Labthink service team offers services to customer.
2.1 Remote service: The service which Labthink service team can provide in its local office, including but not limited to, laboratory construction consultation, product application preparation, inspection & acceptance, unpacking assistance, installation & debugging, operation training, general or extended application consultation, customization, calibration, malfunction analysis, repairing & maintenance and instrument management, etc.
2.2 Field service: The instrument installation, debugging, operation and application training, calibration, repairing and maintenance services performed by Labthink service technicians at designated workplace.
3. Service charge: All the expenses incurred for services.
3.1 Labor rates of remote services: Labor rates incurred for remote services performed by Labthink service team.
3.2 Labor rates of field services: Labor rates (including travel time for round trip) incurred for field service performed by Labthink service technicians at designated workplace.
3.3 Material Fees: All expenses for parts purchased or replaced, including but not limited to part price and freight cost, etc.
3.4 Service travel expenses: All the out-of-pocket travel expenses for service incurred by Labthink service technicians.
3.4.1 Local travel expenses: The travel expenses incurred for field service from the time Labthink service technician enters the frontier of destination (i.e. by land or by plane) to the time Labthink service technician leaves the frontier of destination (i.e. by land or by plane), including but not limited to transportation, lodging, meals, taxes and miscellaneous.
3.4.2 Full travel expenses: The entire door-to-door travel expenses incurred for field service
by Labthink service technicians, including but not limited to transportation, lodging, meals, taxes and miscellaneous.
Service Terms
Within Warranty
1.1 Remote service: Free of charge.
1.2 Field service: Only local travel expenses will be charged.
After warranty
2.1 Remote service: Only material fees will be charged.
2.2 Field service: All expenses including labor rates of field service, material fees and full travel expenses will be charged.
Declaration
Labthink reserves the rights for final explanation and revision.
Appendix:
(1) Instructions for Labthink Products Download
(2) Classifications of Service Mode for Labthink Products Download