Intelligent Fire Helmet After-Sales Service Manual

I. Manual Explanation

This manual aims to provide users with after-sales service guidelines for intelligent fire helmets, including warranty policies, troubleshooting, maintenance suggestions, and contact information, to ensure users receive efficient and professional after-sales support.

II. After-sales Service Commitments

• Professional guarantee: Provide original factory technicalsupport and maintenance services.
• Quick response: Initial response to after-sales issues within24 hours.

• Lifelong maintenance: Paid maintenance services will still beprovided beyond the warranty period.

III. Service Tenet

Kaichang's after-sales service for products shall be implemented in accordance with the national "three guarantees" clauses for quality. If there are no corresponding national quality standards for such products, Kaichang will implement its own product standards or refer to similar standards. If the products sold by Kaichang do not have the relevant standards noted above, the standards for the supplied products will be determined through negotiation with the customer before cooperation, and will be earnestly implemented on the premise of fully respecting the customer's interests.

If the product has non-human damage during the warranty period (excluding problems caused by force majeure), Kaichang will respond quickly. After verification and confirmation by the relevant technical department that the product "is indeed damaged due to non-human factors", corresponding services will be provided to the customer free of charge.

If the quality of the product purchased by the customer exceeds the agreed time limit and scope, or the product is damaged due to human factors, Kaichang will charge corresponding service fees.

Services include: follow-up handling of customer objections to product quality, return visits on product usage, customer questionnaires, and cooperating with relevant channels to explain the terms of this manual to customers, etc.

IV. Product Warranty Policy

1. Warranty Period:

1.1 Provide 12 months of limited warranty service from the date of purchase;

1.2 The battery component enjoys a separate 12-month warranty.

2. Warranty Scope:

2.1 Hardware failures caused by material or manufacturing defects under normal use conditions.

2.2 Software function failures (excluding man-made tampering or third-party software conflicts).

3. Non-warranty Situations:

3.1 Counterfeit and imitation products of the company;

3.2 Damage caused by accidental factors, intentional human damage, mechanical damage, violent dropping, etc.;

3.3 Damage caused by use in abnormal working environments or failure to use in accordance with the instructions;

3.4 Disassembly, modification by the user without authorization, or repair by units not authorized by the company;

3.5 Damage caused by abnormal use such as fire, collision, water immersion, or force majeure (such as earthquake, lightning);

3.6 Failures caused by the use of non-original accessories;

3.7 Normal wear and tear (such as scratches on the mask).

V. After-sales Service Process

1. Problem Reporting:

Please contact the authorized dealer or call the service hotline: 0510-86290890 to submit an application.

2. Provide Certificates:

Users need to provide valid purchase certificates and product models.

3. Fault Diagnosis:

3.1 Remote technical support (telephone/video guidance);

3.2 Arrange on-site inspection when necessary;

3.3 Send back to the designated testing center (freight borne by the user).

4. Repair/Replacement:

After confirming that the warranty conditions are met, it will be completed within 15 working days (excluding force majeure factors).

VI. Maintenance and Care Suggestions

1. Cleaning and Maintenance:

1.1 Daily cleaning: Wipe the shell with a slightly damp soft cloth, avoid corrosive solvents;

1.2 Check all electronic component connections monthly;

1.3 Keep the sensor window clean.

2. Battery Maintenance:

2.1 Charge and discharge at least once a week, and keep about 50% of the power when stored for a long time;

2.2 Storage environment: Avoid high temperature (>40℃) or humid environment;

2.3 Avoid extreme temperature environments.

3. Storage Conditions:

3.1 Temperature: Avoid high temperature (>40℃) or extremely cold environments to prevent damage to batteries and electronic components;

3.2 Humidity: Humid environments can easily cause circuit corrosion; it is recommended to store with moisture-proof agents;

3.3 Light: Long-term direct sunlight will accelerate the aging of the shell and screen;

3.4 Keep away from strong magnetic field environments.

VII. Safety Precautions

1. Important Warnings:

1.1 It is forbidden to disassemble core components without authorization;

1.2 Repairs must be carried out by certified technicians;

1.3 Damaged products must not continue to be put into use.

VIII. After-sales Service Channels

Contact number: 0510-86290890;

Contact email: affppe@affppe.com;

Complaint phone: 0510-86518007;

Complaint email: marketing@affppe.com (reply within 2 hours during working hours on weekdays, and within 24 hours during holidays);

Service hours: Subject to the time specified by the Holiday Office of the State Council. Specifically, it is a five-day workweek, with daily working hours from 8:00 to 17:00, including a lunch break from 11:00 to 12:00.

IX. Instructions on Delivery Time and Transportation

1. For non-customized products (produced in accordance with Kaichang's technical requirements), the delivery time is 40-60 working days, which may be adjusted according to factors such as quantity and functions;

2. For customized products (produced in accordance with customer's technical requirements), the delivery time for products changed from non-customized to customized ones will be increased by 40-60 working days on the basis of the delivery time of non-customized products of various categories;

3. Unless otherwise specially agreed, Kaichang will deliver the products directly to the address designated by the customer;

4. Standards for selecting transportation companies: standardized operations, fast timeliness, scientific management, complete relevant qualifications, relatively sound regional networks, good service, and sustainability, etc.;

5. For goods transported by Kaichang with a value exceeding a certain amount (the specific amount is subject to actual requirements), the insurance premium is included;

6. The relevant transportation regulations for distributors (agents) shall be subject to the contents stipulated in the agreement signed by both parties;

7. If the delivery is delayed due to the following uncontrollable reasons: ① sudden health problems of core team members; ② force majeure such as mandatory traffic control measures implemented by government departments, the relevant responsibilities shall be exempted;

8. Delivery delays caused by force majeure natural disasters during transportation;

9. Other reasons where Kaichang and the customer have negotiated in advance a delivery time later than that specified in the contract.

X. Disclaimer

The company shall not be liable for problems caused by improper operation.

The content of this manual may be updated; please refer to the latest version.

Note: If the external equipment you use malfunctions, to ensure that the problem is handled in a timely manner, please contact our technical support staff immediately by phone or WeChat.