FAQs-StarCharge Digital Energy Co., Ltd.

Procedure for returning a defective equipment, upon Supplier request

Customer shall initiate the parts claim request with application form via service.global@starcharge.com.

The defective parts shall be return with NON-CONFORMANCE REPORT (“NCR”) at customer’s own cost to an appointed location upon receipt of the replacement parts within 15 Business Days (BDs) upon receipt of the replacement parts.,for more information of Warranty Claim,refer to "Star Charge Product Standard Warranty"

Procedure for after-sales claim

Customer shall initiate the parts claim request with application form via service.global@starcharge.com,for more information of Warranty Claim,refer to "Star Charge Product Standard Warranty"

Procedure to open after-sales request (diagnostic sheet) / under warranty duration ?

Call center access number for service request and Mail to service.global@starcharge.com with detail request information

1.Technical support via email or phone in 48-72 hour (Monday-Friday 09:00-18:00). Any issue to be reported at service.global@starcharge.com.

2.First feedback on log data / error code analysis and recommended action plan in 48-72 hour (Monday-Friday 09:00-18:00)

3.Remote incident resolution in 7 days, if possible and no on-site service required. During the warranty period this remote support is provided free of charge.

Hotline response time

Customer will handle 1st level maintenance with own team. Starcharge will be available to support 2nd Level, If Hotline support is needed from Starcharge , Response time will be within 60mins

Free hotline (tech. support for maintenance/commissioning, after sales) ?

StarCharge provide free hotline support for products quality issue during standard warranty period.

Spare Parts availability (or equivalent) and maintenance capacity of 10 years after market withdraw date.

StarCharge recommend customer to purchase safe stock to insure the timely deliveries

FAQ

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