Customer Service Policy for Partners
1. Policy Implementation Period
The customer service policy for period (hereinafter referred to as “the Policy”) of the F100 Auto Steer System (“the Product”) of SVEA (HK) Limited. (“the Company”) shall be implemented from January 1, 2022 to December 31, 2022.
2. Content of Policy
Chapter I. Warranty Policy
1. Warranty period
If quality issues occur due to non-human damage during the warranty period, the product shall be replaced free of charge. If quality issues occur as a result of human damage or beyond the warranty period, the product shall be replaced on a compensatory basis according to the price list of “triple guarantee” parts.
Details of the “After-sales and maintenance” period of the F100 Auto Steer System are as follows:
“After-sales and maintenance” period of the F100 Auto Steer System: 2 years for main parts (Control Terminal, Electric Steering Wheel Assembly and GNSS Receiver); 1 year for complete machines.
2. Warranty period counting
Warranty period shall be counted since the ex-factory date: 2 years for main parts and 1 year for complete machines. This warranty period is only applicable to agents, but not other secondary agents or end users. The warranty period of other secondary agents or end users should be discussed separately.
3. Warranty method
3.1 If any performance fault listed in the Performance Fault List occurs within 7 days since the arrival of goods at the domestic port designated by the agent, return & exchange or free repair service can be selected upon testing and confirmation by a Sveaverken-authorized service center.
3.2 If any performance fault listed in the Performance Fault List occurs between day 8 and 15 since the arrival of goods at the domestic port designated by the agent, return & exchange or free repair service can be selected upon testing and confirmation by a Sveaverken-authorized service center.
3.3 If any performance fault listed in the Performance Fault List occurs within the warranty period under the conditions of normal use, free warranty service shall be provided by Sveaverken.
The Performance Fault List is as follows:
|
|
Performance Fault | Remarks |
|---|---|---|
|
|
Unable to boot |
For network issues, please first contact the network operator |
| Abnormal shutdown |
||
| Abnormal motor steering |
||
| Abnormal working route |
4. Situations not covered in the scope of free warranty
4.1 The malfunctioning part of the main body and spare parts has already exceeded the warranty period.
4.2 Damage caused by natural calamities (flood, fire, earthquake, thunder stroke, typhoon, etc.), force majeure such as disasters related to animals, pets and insects or human errors during operation (entry of foreign matter or liquid substance, scratch, intense radiation, etc.).
4.3 Assembling & disassembling and repair by oneself; product tested or repaired by a service provider without the authorization of Sveaverken; or individual part of product sent to a Sveaverken-authorized service provider for repair without the guidance of Sveaverken.
4.4 Malfunctions and damage caused by modification and alteration of product specifications by oneself and installation, addition and expansion of parts not sold, authorized or approved by Sveaverken.
4.5 The warranty identification of product is torn up or damaged beyond recognition; the warranty card is obliterated or inconsistent with the product; the bar code or serial number of product part is torn up or damaged.
4.6 Issues or malfunctions due to failure to operate in the method shown in the manual, improper manual operation or other improper uses.
4.7 None of the faults listed in the Performance Fault List has occurred.
Chapter II. Charging Standard for Paid Services
1. Paid service items
1.1 Sveaverken paid services refer to the services provided on a compensatory basis to users beyond the warranty period or scope of parts when after-sales issues cannot be solved by agents. The specific paid service items include hardware fault detection and repair and software debugging and installation.
1.2 Composition of paid service charges:
Paid service charges include: labor cost, material expense of spare parts, and transportation cost.
Paid service charges = labor cost + material expense of spare parts + transportation cost
Labor cost: labor cost of technicians providing repair and maintenance services
Material expense of spare parts: material cost of replacing parts, devices, maintenance consumables, etc.
2. Charging standard for manual service
Manual service shall be priced based on a comprehensive consideration of factors including difficulty in implementing different types of services, technical capacity grade requirement, service hours and travel time.
3. Charging standard for material expense of spare parts
The charging standard for the material expense of spare parts shall be made separately by Sveaverken, and is subject to the actual quotation by the Sveaverken-authorized service center.
Chapter III. Supplementary Provisions
1. Terms of Policy
This Customer Service Policy for Partners will be implemented from [ January 1, 2022] to and ends on [December 31, 2022]. Matters not covered in this policy shall be handled in accordance with relevant laws, regulations and supplier’s company regulations.
2. Explanation
This Customer Service Policy for Partners is explained by the Overseas Sales Department from Sveaverken.
SVEA (HK) Limited
January 1, 2022