Technical Support Service Commitment Resource Center
Location: After-sales Guarantee Service Commitment

  • I. Core Service Commitments

    Focusing on the three key concerns of customers: response speed, service support, and basic rights and interests, these commitments are clearly stated in concise and straightforward language to establish primary recognition.

    Rapid Response Commitment

    Supported by a nationwide service network on duty 24/7, an initial disposal plan will be provided within 30 minutes upon receiving a service request. Local service personnel will coordinate and connect within 2 hours, and on-site support for core demands will arrive within 48 hours nationwide. Remote technical guidance will be provided simultaneously in remote areas to ensure no issues are left unattended.

    Full-Cycle Protection Commitment

    Full-lifecycle technical support is provided starting from product delivery, covering daily inspection, regular maintenance, and fault early warning. An exclusive customer service profile is established to track equipment operation status in real time and eliminate the problem of “neglected follow-up.”

    Rights & Interests Protection Commitment

    Strictly compliant with the Consumer Rights Protection Law of the People’s Republic of China and service standards in the display industry. No forced bundled value-added services; all service items are clearly priced and fully transparent. If customer rights are impaired due to flaws in our service procedures, free rectification will be carried out immediately upon verification, and corresponding losses will be borne by us.

  • II. Specialized Service Commitments

    Targeting three major scenarios in the display industry: project-based, daily operation & maintenance, and technical upgrade, specialized service commitments are elaborated to reflect professional depth.

    (1) Exclusive for Project-Based Customers

    (For Engineering Contractors & Corporate Purchasers)

    • Project Implementation Service: Free on-site technical guidance for 1 year after project delivery, assisting the customer team in mastering daily equipment operation and basic maintenance training to ensure full proficiency.

    • Warranty Special Service: Free on-site repair and component replacement for non-human-induced faults within the warranty period. Lifetime cost-price maintenance services are provided after the warranty expires to sustain long-term cooperative relations.

    • Data Security Commitment: An exclusive data encryption and protection mechanism is established for display system linkage data and internal customer information. Confidentiality agreements are strictly observed during service to eliminate risks of information leakage.

    (2) Exclusive for Daily O&M Customers

    (For Retail, Catering, Public Institutions and Other Daily Usage Scenarios)

    • Routine Operation & Maintenance: Free on-site equipment check-up once per month to inspect potential hazards in circuits, display modules, cooling systems, etc., and prevent failures in advance.

    • Emergency Repair Support: Prioritize allocation of nearby spare parts in case of sudden breakdowns. Temporary replacement equipment is provided in urgent scenarios to ensure uninterrupted business operation.

    • Technical Iteration Support: Free technical solution evaluation and iteration suggestions are offered for display effect upgrade demands, with customized low-cost upgrade plans based on actual needs.

    (3) Exclusive for Technical Upgrade Customers

    (For Technology Enterprises, High-End Commercial Complexes and Other Technology-Intensive Scenarios)

    • Customized Technical Service: An exclusive technical service team is assigned for customized display projects, providing full-process support including solution optimization, installation & commissioning, and later technical iteration.

    • System Compatibility Guarantee: Ensure seamless compatibility between newly accessed equipment/systems and the existing STONBEL display ecosystem. Free rectification and corresponding economic compensation will be provided for customer losses caused by technical adaptation issues.

    • Cutting-Edge Industry Empowerment: Regular updates on display industry technology trends and scenario-based application cases to help customers optimize equipment efficiency and enhance scenario-based presentation effects.

  • III. Value-Added Service Commitments

    Distinguished from basic industry services, STONBEL’s exclusive value-added service commitments are launched to build core competitiveness.

    Free Technical Empowerment Commitment

    Unlimited online technical consultation is open to all cooperative customers. Practical materials such as Practical Guide to Display Equipment Operation & Maintenance and Collection of Industry Scenario-Based Application Cases are provided regularly to help customers reduce internal O&M costs.

    Priority Spare Parts Supply Commitment

    A national shared inventory mechanism is established for core components. Spare parts allocation will be completed within 24 hours upon customer request to avoid service delays caused by parts shortages.

    Cross-Regional Service Linkage Commitment

    If customers relocate offices across regions, the original cooperative service system will be adapted to the new area accordingly. Local service teams will be coordinated to undertake subsequent O&M work, ensuring uninterrupted service continuity.