ARI offers efficient support for every distributor or customer. We care for every need of our customers. With experienced engineers, we have the capability & responsibility to offer direct & exact support for each service request. Please find more detailed information about our service policy below.

After-sales Customer Service Process:

– Receive the feedback from the customer;

– Give 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 main unit, the model and version of the main unit, the detailed feedback or question.

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

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

– Archive the whole process for the service.

Freight Policy:

– Within Warranty: The customer is responsible for freight & insurance charges when the equipment is shipped to ARI for service (this includes custom charges). ARI is responsible for the freight & insurance charges from ARI to the customer.

– After Warranty: The customer is responsible for freight, insurance and any other charges for returned product.

Technical Training:

– ARI will provide the customers free technical training in China, including equipment installation and operation, general maintenance. The technical staff who pass the course of training, we will issue training certificates.

– ARI will provide free technical support via e-mail, fax or telephone at any moment.

– According the actual order needs, we will also dispatch our technical staff go to users’ country for on-site installation and training.