After-Sales Support Policy
Gold Rayline is committed to providing professional, efficient, and transparent after-sales support to ensure that every product you purchase performs reliably and delivers long-term value. This policy outlines our post-purchase support, technical assistance, and warranty claim procedures.
Contents
Other Policies
1. Scope of After-Sales Support
Our after-sales service covers all industrial automation products sold by Gold Rayline, including but not limited to servo drives, motors, PLCs, inverters, HMIs, and control modules from brands such as Siemens, Mitsubishi, Yaskawa, Omron, ABB, and Schneider.
- Technical consultation and troubleshooting support.
- Warranty claims and repair coordination.
- Replacement or return handling (where applicable).
- Documentation support such as manuals and parameter guides.
- Post-installation guidance to ensure optimal performance.
2. Warranty Support
All new and refurbished items are covered under our Gold Rayline Warranty Policy. If you encounter functional issues within the warranty period, our after-sales team will guide you through the process of evaluation, testing, and resolution.
To initiate a warranty claim, please prepare the following information:
- Order number and invoice copy.
- Product model and serial number.
- Detailed description of the issue or alarm code (if applicable).
- Clear photos or videos showing the fault condition.
3. After-Sales Communication Channels
To ensure prompt service, all after-sales inquiries should be sent to our dedicated support contact:
Email: [email protected]
Phone: +86-13585992921
Working Hours: Monday – Friday, 09:00 – 18:00 (GMT+8)
Our technical team will review your case and respond within 24 hours with initial guidance and next steps.
4. Evaluation & Resolution Procedure
Once your issue has been reported, Gold Rayline follows a structured support process:
- Step 1: Case Registration – Customer submits issue details and supporting documentation.
- Step 2: Technical Evaluation – Our engineers analyze the problem and may provide remote diagnostic assistance.
- Step 3: Product Return Authorization – If necessary, an RMA (Return Merchandise Authorization) number will be issued.
- Step 4: Inspection & Verification – Returned items are tested and assessed by our QC department.
- Step 5: Solution Implementation – Depending on results, we will arrange for repair, replacement, or refund according to our warranty terms.
5. Customer Responsibilities
- Ensure the item has been installed and operated under proper conditions as per manufacturer guidelines.
- Provide accurate and complete failure descriptions when submitting support requests.
- Retain the original packaging and documentation until the support case is closed.
- Cover shipping costs for returns unless the product is confirmed defective or mis-shipped by Gold Rayline.
6. Exclusions
After-sales service does not apply in the following cases:
- Damage caused by improper installation, misuse, unauthorized repair, or environmental conditions (e.g., overvoltage, moisture, contamination).
- Products modified without Gold Rayline’s written authorization.
- Cosmetic wear, discoloration, or other non-functional issues.
- Items purchased through unauthorized resellers or third-party websites not affiliated with Gold Rayline.
7. Replacement & Refund Processing Time
Approved replacement or refund requests are typically processed within 7–14 business days after product inspection. Refunds will be made to the original payment method unless otherwise agreed in writing.
8. Customer Satisfaction Commitment
Gold Rayline strives to ensure every customer receives reliable technical support and fair resolution. If you are not satisfied with the outcome of your case, you may escalate your concern to our Customer Relations Manager for further review.
9. Contact Information
Gold Rayline After-Sales Service Department
Email: [email protected]
Phone: +86-13585992921
Address: 2nd Floor, Building 1, No. 88 Huilong Road, Qingpu District, Shanghai, China