（1） Product warranty provisions
1. We will resolutely implement the Product Quality Law of the People's Republic of China, the Law of the People's Republic of China on the Protection of Consumers' Rights and Interests, and the Provisions on the Responsibility for the Repair, Replacement, and Return of Some Commodities (the new "San Bao" provisions) to provide consumers with high-quality services.
2. Set up a 24-hour service consultation and complaint hotline (WeChat intelligent customer service 24 hours a day).
3 After the consumers report for installation and repair, they need to make an appointment with the consumers within 1.5 hours for specific door-to-door service time, and visit on time according to the appointment time. Under special circumstances, they need to immediately provide door-to-door service and follow up the follow-up.
4. Vantage cookers, cigarette machines, gas water heaters, disinfection cabinets, electric water heaters, wall hung stoves, electric ovens, microwave ovens, electric steamers, insulation drawers, all-in-one steaming and baking machines, micro steaming and baking machines, dishwashers, wine cabinets, integrated stoves, integrated sinks, kitchen fresh air fans and other products purchased by consumers, Service providers at all levels shall provide a free on-site installation service (if the product needs additional accessories due to the installation environment, the service provider shall provide installation materials, and the service provider must ensure that the materials meet the relevant national standards and bear the corresponding legal responsibilities. The service provider shall provide a one-year free warranty service for the installation accessories provided by the service provider).
5. Maintenance
(1) Under one of the following circumstances, it is not within the scope of free maintenance:
a. Damage caused by improper use by consumers.
b. Damage not caused by installation, disassembly and maintenance of VATTI service provider.
c. There is no warranty card, system installation record or valid purchase certificate, and the barcode of the machine body is damaged.
d. The product model and factory number on the warranty card or valid purchase certificate are inconsistent with the product model and factory number being repaired.
e. Damage caused by force majeure..
f. Products beyond the warranty period specified by relevant national regulations and Vantage.
(2) During the warranty period, free maintenance will be carried out due to product quality problems, and no fees will be charged. Non quality problem maintenance, only charge for parts.
(3) For lifelong maintenance of products beyond the warranty period and within the scrap period, relevant fees shall be charged in strict accordance with the Collection Manual for Kitchen and Sanitary Appliances Service of VATTI.
a. If the complete machine is out of the warranty period, but the key parts are within the warranty period, the old parts shall be replaced and recovered free of charge, and no maintenance service fees and parts fees shall be charged.
b. The complete machine and accessories are beyond the warranty period, and maintenance service fees and accessories fees are charged.
c. For multiple repairs of the same product within 30 days, only one repair service fee will be charged.
d. Before charging for maintenance, the service engineer should take the initiative to show the "Vantage Kitchen and Bathroom Appliance Service Charging Manual" and inform the details and amount of the charges for the accessories needed for maintenance.
e. After the parts are replaced after warranty maintenance, the position of the new parts shall be clearly indicated to the consumer, and the old parts shall be returned to the consumer.
f. After charging, the total amount of charges must be clearly indicated on the Product Maintenance Service Sheet, and the consumer signs to confirm the payment amount.
（2） Warranty period commitment of VATTI series products
1. The warranty period of VATTI series products purchased after January 1, 2020 shall be calculated from the date of installation by consumers. If the user has no installation record, it shall be based on the purchase invoice of consumers or qualified bills issued by VATTI authorized sales outlets and other valid vouchers; The warranty period of products purchased before January 1, 2020 is calculated from the date of purchase by consumers. The warranty period of complete machines for commercial purposes is 6 months. The warranty period of various types of products for non-commercial purposes is detailed in the following table:
(1) Warranty commitment:
remarks:
① From January 1, 2016, the warranty period of online shopping products is consistent with that of conventional products. In case of any conflict between the policy documents issued earlier and this manual, the provisions of this manual shall prevail.
② The warranty period of wall mounted furnaces installed after July 1, 2021 shall be extended to three years, subject to the installation date of the system; If there is no installation record of the system, the user's purchase invoice shall prevail. The warranty of the system purchased before July 1, 2021 is still one year, and the warranty of the system purchased after July 1, 2021 is three years.
③ The warranty period of new models launched on the market from January 1, 2022 is extended to five years, and the user's initial warranty date is the system installation date; If the system has no installation record, the user's purchase invoice shall prevail; The warranty period of Jizhi kitchen products (integrated stoves, integrated sinks, kitchen fresh air fans), 16L and above large liter gas water heaters and products launched before 2022 will remain unchanged.
④ If the user has no installation record and the consumer is unable to provide a valid purchase certificate, the warranty period shall be extended by 6 months based on the production date of the product parameter nameplate.
⑤ If the user holds an electronic warranty card (the electronic warranty card is only applicable to kitchen appliances such as cigarette machines, stoves, water heaters, dishwashers, wall hung stoves, steam ovens, disinfection cabinets, micro steam baking machines, integrated stoves, etc., excluding auxiliary materials, cloud kitchen small appliances, engineering machines, commercial machines, etc.), the warranty date of the electronic warranty card shall prevail.
⑥ In case of any discrepancy between the new product warranty period and the existing warranty provisions, the notice issued by the company shall prevail.
⑦ The warranty period of the above key accessories does not include products for commercial use. For commercial aircraft, the warranty period is 6 months.
2. The warranty period of the key parts for the maintenance and replacement of the integrated cooker is 6 months, and the warranty period of the key parts for the maintenance and replacement of other products is 3 months (for the products with the warranty period of the whole machine, the warranty period of the key parts shall be subject to the whichever is longer), which shall be calculated from the date of replacement.
standard of service charges
1、 Provisions on service charges
1. According to the warranty provisions of Vantage products, the complete machine of Vantage series products is guaranteed for one year (some products with extended warranty period are subject to the extended warranty period). If the product has a performance failure during the warranty period, the company will repair the product for consumers free of charge; If the product fails beyond the warranty period, relevant fees shall be charged to consumers.
2. Outward consumer charging items during the warranty period: door-to-door running fee, testing and debugging fee, maintenance service fee, accessories fee, etc.
3. For the key parts to be repaired and replaced, the parts can be guaranteed for three months from the date of repair, and the repair service fee can be guaranteed for one month with the help of the parts list or the Repair List and other valid vouchers.
4. The repair and replacement parts beyond the warranty period shall be charged according to the Retail Price List of Accessories of All Categories, and the old parts shall be returned to consumers.
5. If two or more parts are replaced for the same machine, only one maintenance service fee will be charged.
Note:
a、 The door-to-door running fee in this manual does not include the remote fee; Among them, the remote fee refers to the fee generated by the long distance of door-to-door service outside the product warranty period, which is not a designated charging item. If the user's address is more than 20 kilometers away from the district or county government, the long-distance transportation fee for the part more than 20 kilometers away will be calculated at 1.5 yuan/kilometer.
b、 The maintenance service fee shall be charged in accordance with the Charging Standard for Out of Warranty Home Maintenance Service of All Kinds of Products of VATTI. If the products are not repaired or debugged at home, no maintenance service fee or testing and debugging fee will be charged, and only the home running fee will be charged;
c、 The charging standard of accessories shall be strictly in accordance with the price standard specified in this manual;
d、 The charging standards for accessories not reflected in this manual shall be strictly in accordance with the Service Management Manual.
2、 Service charge execution requirements
1. Before starting to provide services, take the initiative to show the charging manual, prepare the expense budget list and total amount, and guide consumers to sign for confirmation.
2. After the service is completed, according to the service charge list and amount, add the charge details in Helper V and submit the work order, remind the consumer to confirm the bill through VATTI service official account or SMS, and the consumer will provide the confirmation code after confirmation.
3. In case of bad comments or complaints due to failure to implement the charging standards and requirements as required, the company will strictly follow the service quality of the Service Management Manual The quantity assessment requires the default treatment.
3、 Charging standard for maintenance beyond warranty
4、 Terminal charging standard of kitchen and bathroom appliances installation auxiliary materials market
Vantage Kitchen and Bathroom Appliance Installation Auxiliary Material Market Terminal Charge Price List
explain:
1. Before formal installation, service personnel must budget the cost of materials required for installation in advance, and obtain the consent and confirmation of consumers in advance before formal installation.
2. Due to the different installation environment/needs of each consumer's room, if auxiliary materials or other items not specified above are involved, the specific charge price shall refer to the local market price standard.
3. For the installation auxiliary materials provided by the service outlets, the outlets will provide 3-year free warranty service.
4. If the local gas company has relevant requirements on the specifications, materials and charging standards of auxiliary materials, the local shall prevail.
5. Installation service fee for consumer supplied auxiliary materials: 50 yuan/set according to the quantity of products.
6. Service supervision hotline: 400-888-6288
7. The charging standard for auxiliary materials in Beijing, Shanghai, Guangzhou, Shenzhen, Tianjin and other five cities was increased by 30%.
5、 Charging standard for installation of kitchen and bathroom appliances
Price List of VATTI Kitchen and Bathroom Appliance Installation Opening and Expanding Service
Note: If the service provider has professional capacity of opening and expanding, the fees can be charged by referring to the above charging range of opening and expanding, and the actual fees shall be subject to the specific area.
6、 Value added service charging standard
7、 Charging standard for cleaning service
8、 Charging standard for cabinet transformation
