Support

We pride ourselves in providing best-in class customer service and support.

Repair Time / Turn Around Time (TAT)

CITOP shall provide a response notice within two (2) working days after receiving the RMA return from customer. Warranty repair or replacement shall be ready for shipping within ten (10) working days after confirming the receipt of defective unit(s). Out of warranty repair shall be finished after customer confirms and approves the proforma invoice (PI) for the RMA charge. For large quantity returns, CITOP shall confirm the repair time separately.
 

Repair Warranty

CITOP provides repair warranty for the repaired part or system:
– for Out of Warranty products or parts: three (3) months
– for In-Warranty or DOA products or parts: till the end of normal warranty period.
 

Multiple Repairs

CITOP shall be responsible for repair without any charge if repaired products or parts which exhibit the same failure caused by the same component within three (3) months after the date of shipment (by CITOP).

General Warranty

Citop provides the product general warranty from the date of shipment from Citop to Buyer. For any non-conforming or defect caused by Citop found within the general warranty validation period, Citop shall provide depot repair or replacement without material and labor charge.

DOA Warranty

In addition to general warranty, Citop also offers DOA warranty. For any non-conforming or defect caused by Citop found within sixty (60) calendar days from the date of shipment from Citop to Buyer, Citop shall be responsible for repair without material and labor charge. All shipping costs, related custom fees, and taxes for DOA, the RMA shall be at Citop’s expense.

Warranty Extension

Citop also provides warranty extension for special projects with premium charge. The longest limitation is five (5) years. For any non-conforming or defect caused by Citop found within the general warranty validation period, Citop shall provide depot repair or replacement without material and labor charge. All the shipping costs, related custom fees, and taxes for round trip shipments shall be at Buyers’ expense.

 

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