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Service policy

1. Service Commitments
Customer is the key factor for our business success

Promed provides life-time service for all products. We provide considerate and comprehensive service to let you spend more time focusing on what’s import the needs of your customers.Promed cares for your equipment with the most highly trained service force.
Promed warrants to customers that new equipment will be free from defects in workmanship and materials for a period of 18 months (six months for accessories) from the date of shipment under normal use and service.

 

2. Return Policy
Repair, exchange, and return services are available for Promed products. Customers should provide sufficient information of the problem. Please provide the model number, serial number, and a brief description of the reason for return, a clear picture for showing the problem is a better evidence.


3. Process for the After-sales Customer Service

We truthfully welcome your valuable comments about our product and service. The general process to deal with
your feedback is as follows:

①Receive the feedback from the customer;

②Give the preliminary reply to the customer as soon as possible (in 24 hours) and ask for the detailed information about the product such as the series number of the device, the model and version of the main unit, the detailed feedback or question. Meanwhile try the best to get the name and correspondence of the customer for tracing;

③Provide the professional solutions to the feedback. If necessary, the broken part of the device should be returned to the manufacturer for reparation or replacement. The fee for the shipment depends on different situations, such as whether the product is in the free warranty period or not;

④Ask for the feedback from the customer after the service;

⑤Archive the whole process for the service.

 

4. Technical Training
Promed Medical provides free technical & service training to the technical & sales staff of distributors for the related products and will further provide technical assistance via e-mail, MSN or Skype as requested by the distributors. The training will be performed in Shenzhen China. The transportation and accommodation expenses are on the distributors' account.


5. Technical Support
If you have any questions about maintenance, technical specifications or malfunctions of devices, do not hesitate to contact us immediately.

 
Promed Group Co., Ltd. email:export@promed-medical.com info@promed-medical.com