Hobbywing
After-Sale Service
Warranty and Non-Warranty Service Conditions for Car Brushless System
****Thanks for purchasing the products made by Hobbywing Technology Co., Ltd. Hobbywing guarantees each car brushless system product and accessory is in high quality and made in basis of strict workmanship standard. But the car brushless system is usually working under atrocious environments such as high temperature and heavy load that may damage the products. Hobbywing is pleased to provide the best after-sales services for our customers.
1. Our after-sales service for car brushless ESC (Electronic Speed Controller) product includes:
a) Each ESC product is free from defects in materials and workmanship for a period of 240 days from the date of production.
b) Lifetime repair and maintenance service (It will be charged, we call it non-warranty service);
c) Free software upgrade service.
2. The ESC product is covered under warranty service if it is coincident with all the following conditions:
a) The ESC product got problems within the 240 days from the date of production (You can find the production date on the warranty card).
b) The problem is caused by the quality defects in materials or workmanship. The problem caused by incorrect use is not covered under warranty service, so this kind of repair will be charged.
c) The serial number of the holographic label on warranty card is identical with the serial number of the holographic label on ESC.
3. Nonresponsibility:
If there is any situation as below, then the ESC product is not covered under warranty, then it will get non-warranty service.
a) The 240 days warranty period is exceeded.
b) A valid warranty card is not provided.
The valid warranty card must be sent back to HOBBYWING together with the defective product.
c) ESC was damaged due to the changing / decomposing taken by the customer himself.
d) ESC was damaged due to incorrect use or application, exposure to water or any other liquid, bang, knock and etc.
e) The serial number of the holographic label on warranty card is not identical the serial number of the holographic label on ESC.
4. Fee of the non-warranty service:
If the ESC product is beyond 240 days or within the 240 days warranty period but it is not covered under warranty conditions, Hobbywing will charge service fee.
a) If there is only few electronic components damaged, the PCB board and important components are OK, the service fee is RMB30.
b) If there is only few important electronic components damaged, but no need to change a new PCB board and it is possible to be repaired, the service fee is RMB100.
c) If a majority of the electronic components are damaged and the PCB board is beyond repair, so a new PCB board is needed, the service fee is RMB250 (XERUN-120A-SD speed controller) or RMB150 (XERUN-60A-SD speed controller).
d) If the product is completely damaged and cannot be repaired at all, Hobbywing will scrap the defect product and charge RMB400 (XERUN-120A-SD speed controller) or RMB280 (XERUN-60A-SD speed controller) of the service fee to replace the bad one with a new product.
5. Software upgrade is always free but the shipping cost will be charged. Please write "Software Upgrade" in the <Warranty Service Form > when you send the product to Hobbywing.
6. Motor has no warranty for any damage such as demagnetization, coil damage, bend or break of the shaft, bearing damage, outside case damage, etc. But Hobbywing provides non-warranty service for the motor (chargeable service).
7. Shipping cost (Item a, b, c is only eligible for customers located in China)
a) If the product is covered under warranty, the shipping cost from customer to Hobbywing is paid by the customer, and Hobbywing will pay for the shipping cost for returning the repaired product to the customer.
b) If the product is not covered under warranty, all the shipping costs are paid by customer.
c) For charged repair and /or software upgrade, all the shipping costs are paid by customer.
d) For customers outside China: Please contact the Hobbywing’s Distributor in / near your country for the warranty and non-warranty service to avoid expensive shipping and handling fees. If the defective product is sent back to HOBBYWING directely by the final customer, all the shipping costs (dual directions) are paid by the customer. Usually we use DHL or UPS express service to send the repaired product back to the customer.
8. After-sales service processing:
a) If the product is out of work, and the customer determines it is damaged after careful check and test. Please directly contact the person in charge of after-sales service of Hobbywing. (Contact us through telephone, fax, e-mail and etc).
b) The after-sales service person will help the customer to confirm if the defected product actually needs to be repaired or the problem is just caused by mistakenly use and / or the another problem exists in the system—such as a defect in the transmitter, receiver or servo.
c) If the product is determined to be repaired, please download the Warranty and Non-Warranty Service Form (Click the hyperlink to download it) and complete all of the information, then ship the defect product, Warranty Service Form and valid sales receipt or invoice to Hobbywing Technology Co. Ltd.
d) Hobbywing evaluates the damage level of the defected products. If it needs to be charged, Hobbywing will contact the customer though telephone or e-mail or some other communicating methods, and begin to repair the product after the service fees is confirmed by the customer.
e) The service time for most defected products is within 5 working days from the date when Hobbywing receives the product. And the repaired product will be returned to the customer together with the original sales receipt or invoice.
f) The after-sales service address of Hobbywing Technology Co., Ltd is as below:
http://www.hobbywing.com/english/kf.asp