Technical Support

With a professional maintenance station certified by the manufacturer, Lempo has accumulated rich experience in the maintenance of OTDR, optical meter, fiber optic fusion splicer and other communication test instruments, and has the service guarantee capability of a team of professionally skilled maintenance service personnel, which can provide first-class all-round services, quickly respond to users' service requests and fault location, promptly guide users to troubleshoot, and patiently answer various difficult questions from users.

1. Beijing, Shenzhen and Shanghai have repair stations, local free call 400 810 6068 to enjoy one-stop service.

2. Provide 7*24 hours remote telephone technical support, providing a series of professional technical knowledge including product information, FAQ, information release documents, etc., and guiding user technicians to use correctly. Provide technical support website to ensure that users can understand equipment-related information, share instrument tutorials, and failure cases at any time, and users can get the information and help they need through online self-help or auxiliary tools.

3. Ensure the accuracy of the communication contact information of the after-sales service personnel provided to the user or the personnel specifically responsible for the maintenance service of the user, and confirm and update with the user at any time if there is any change, so that the user can contact the user according to the contact information provided to facilitate the answering of difficult questions, etc.

4. Guarantee that if the remote telephone technical support cannot solve the user's fault, we will provide on-site technical support in the shortest time by mutual agreement to assist the user to locate the fault and develop a troubleshooting plan until the fault is eliminated.

5. Ensure that after each troubleshooting session, you can patiently and sincerely answer questions from users. If necessary, simple on-site training can be conducted.

6. Provide data sharing service for users.

Information sharing service means that users can grasp the latest maintenance experience and skills, understand the preventive measures for maintaining equipment and obtain the latest product knowledge through paper documents, emails, disks or CD-ROMs distributed free of charge from time to time on the Limp website as well as the corresponding technical experience, technical seminars and product knowledge provided by the website.

7. On-site test technical support: Users can apply for on-site test technical support to Linpu according to their test needs, and we will send technical personnel to the site according to users' requirements to assist users in the relevant test work, and we require to be able to answer users' questions patiently and sincerely. If necessary, simple on-site training can be conducted.

Troubleshooting

1. Instrument maintenance work includes the repair of faults and recalibration of the instrumentation, which must ensure that the relevant performance parameters and functions of the repaired instrumentation reach the factory acceptance index.

2. After each instrument repair, provide a maintenance report sheet about this repair, describing the fault, stating the cause of the fault and analyzing it, the current software version, whether to upgrade and test report after repair, daily maintenance suggestions, etc., with a detailed list of replacement devices, and the cost list should be signed and confirmed by the user.

3. The instrument's return maintenance cycle is within the period specified by both parties to avoid excessive repair time and delay the normal use of the user, specifically for domestic: the longest shall not exceed 30 natural days; the longest shall not exceed 45 natural days abroad (calculated from the date the user sends the faulty parts to the end of the date the returned parts are sent from domestic after repair by the manufacturer).

4. For each year, the number of times the user uses the instrument to return to the factory for repair cannot be limited, depending on the specific use of the instrument.

5. For faulty parts that the manufacturer determines cannot be repaired, it will cooperate with the manufacturer to return the returned parts within the specified period and provide a report to the user for reference.

6. Alternatives

If the repaired instrument is not returned within the return period specified by the user, a spare instrument can be provided free of charge for the user's use.

Instrument maintenance, calibration

1. Guarantee to carry out maintenance and calibration work for all instruments purchased by the customer in accordance with the instrument calibration cycle, the time and place to be determined by mutual agreement.

2. Provide the user with the mutually recognized calibration certification as required. At the same time, after each instrument is maintained and calibrated, provide the user with the instrument maintenance and calibration test report with relevant test data after calibration, and the relevant performance parameters and functions meet the factory acceptance requirements.

3. The cost of labor and devices required for the calibration of the instrument shall be borne by the user.

Spare and wear parts service

1. Ensure that a spare parts store is set up in China, so that the user can repair or provide corresponding substitutes in time when the instrumentation fails.

2. All spare parts or wearing parts required for instrument maintenance are guaranteed to be original by the manufacturer to meet the maintenance needs of users at any time and to ensure that users can check with the manufacturer at any time.

Software Upgrade

1. Free software version patch, update or upgrade services for instruments according to user requirements.

2. When a new software version is released for the same type of instrument, we will provide the user with the latest information of the new software version in written form to ensure the maturity and reliability of the new software version and explain the main functional differences with the instrument being used by the user. After getting the user's confirmation, the instrument can be patched, updated or upgraded.

3. We guarantee that the software provided to the user is free of defects and the latest mature version of the software. If the upgrade does not achieve the expected purpose, the original version will be restored free of charge and safely.