After-Sales Service Process
1、Customers may submit after-sales service requests through their designated service contact, the 7×24 service hotline, or by email.
When submitting a service request, the following information is required:
* Product model
* Serial number (S/N)
* Detailed hardware and software configuration
* System error messages (if any)
* Detailed fault description
* Contact person, contact details, and service address
2、Upon receiving the request, EMPOWEX’s dedicated service manager will review and register the case in the service system and assign a qualified service engineer.
3、Based on the information provided, the service engineer will perform an initial fault analysis and propose a preliminary solution. Whenever possible, issues will be resolved through remote technical support.
4、If the issue cannot be resolved remotely, EMPOWEX will coordinate with the customer to arrange on-site service, including confirmation of service timing and preparation requirements.
5、The service engineer will arrive at the customer site as scheduled to perform troubleshooting and repair. During on-site service, all operations will strictly follow EMPOWEX’s service procedures. Logs will be recorded, including fault symptoms, root cause analysis, and resolution steps. Any high-risk operations (such as system reboot or power shutdown) will only be performed with prior customer authorization.
6、If the issue cannot be resolved on site, EMPOWEX may arrange for the affected equipment or components to be returned for factory-level inspection and repair.
7、After service completion, EMPOWEX will conduct a follow-up via email or phone to confirm issue resolution and collect customer feedback. Service records will be archived for future reference.
8、The above process may be adjusted based on actual conditions to ensure the fastest possible resolution.
User repair (mail-in) service
For components or systems with higher complexity that require factory-level reassembly, testing, or repair, EMPOWEX may determine that a return-to-depot service is necessary.
Before requesting a return, EMPOWEX will first attempt fault isolation through phone or remote support. If it is confirmed that the issue is not caused by misuse or improper operation, the customer may ship the faulty component to a location designated by EMPOWEX.
Once the repair or replacement is completed, EMPOWEX will return the repaired or replacement component to the customer.
7×24 Hotline Support
For any issues encountered during product use, customers may contact EMPOWEX through the 7×24 service hotline or their designated service contact.
Support includes fault reporting, hardware service requests, service policy consultation, and technical assistance.
5×12 Remote Technical Support
From Monday to Friday, 9:00 AM to 9:00 PM (local business hours), EMPOWEX service engineers may provide remote technical support, subject to network availability and customer authorization.
Remote support includes fault diagnosis, system maintenance, troubleshooting, and usage guidance via mutually agreed remote support tools.
On-Site Technical Service
During standard business hours on working days, EMPOWEX may provide on-site technical services when remote support is not sufficient.
On-site services may include hardware inspection, component replacement, and basic environment configuration that can be performed at the customer location.
Service arrangements, coverage scope, and response times are subject to mutual agreement and may vary depending on region and project conditions.
Delivery replacement service
For components that are easy to install (such as hot-swappable drives, power supplies, memory modules, keyboards, or mice), or for parts sold separately from complete systems, EMPOWEX may ship replacement components to the customer site and provide phone or remote installation guidance.