政策与条款-ENGINEAI众擎

EngineAI Robot Service Policy V1.0

For all new PM series robots purchased through legitimate channels, if equipment malfunctions occur during the warranty period due to normal operation in accordance with the PM user manual or EngineAI's official guidelines, and such malfunctions meet the conditions listed in the "Product Performance Fault List", EngineAI or authorized service providers will provide after-sales repair services.

1. Product scope

EngineAI PM series robot products.

II. Scope of application

This policy applies to delivery and maintenance services in China and overseas markets.

III. Warranty Period

One-year warranty.

Note:The warranty period varies according to local consumer laws and regulations,and is subject to local laws and regulations

IV. Warranty Certificate

Any of the following warranty certificates is acceptable;

If the warranty periods overlap, the longest warranty period applies.

1. Purchase invoice: sales invoice or receipt issued by EngineAI Company or authorized agent;

2. Warranty Card: The product warranty card must be stamped by EngineAI Company or its authorized agent; any alterations will be invalid.

3. Activation date: If you cannot provide a valid invoice or warranty card, the activation date can be used as the warranty start date;

4. Delivery date: The warranty starts the day after the product is delivered.

V. Contents of the Service

All new PM devices purchased legally from EngineAI or authorized EngineAI channels are eligible for the following services:

1. Chinese mainland

1) Remote support service

If you encounter technical issues or need assistance while using the device, please contact EngineAI's after-sales team at any time.

We provide 7×12-hour remote support(via phone or WeCom)to quickly resolove customer issues.

2) Factory repair service

If remote service cannot resolve the issue, EngineAI provides factory return repair service. The equipment or spare parts will be sent back to the factory for software/hardware upgrade or repair. It is free during the warranty period, and the fee will be charged after the warranty period.

2.Overseas regions(including Hong Kong,Macao and Taiwan)

1) Remote technical support service

Provide remote technical support(including phone and email)to answer questions and troubleshoot.

2) Spare parts support service

For parts that need to be replaced, spare parts will be sent free of charge during the warranty period (subject to warranty conditions), and paid replacement will be provided after the warranty period.

3) No on-site service

Due to geographical restrictions, overseas areas do not provide door-to-door repair services, and only remote technical support and spare parts replacement are available for troubleshooting.

VI. Product Warranty Information

1. Product component warranty duration

category of the product	Product content	guarantee period
Whole machine & electronic accessories	PM series robot host, power cord, charger, and remote control	1 year
Attachments & Consumables	Basic accessories (aircraft case, hanger, etc.)	Not covered by warranty

2. Product performance failure

If a device fails due to improper operation according to the PM user manual orEngineAI's official guidelines, and the issue is listed in the Product Performance Failure Table,EngineAI or its authorized service provider will provide free after-sales repair.

name	Performance issue
Host (including electronic components) PM Robot	The features listed in the user manual are not available
	Cannot start normally
	Unsteady on foot
	The emergency stop button is not working or responding with delay
	Other feature failures cause the device to malfunction
Power or charging cable	Cannot work properly or power on correctly
Other electronic components	Not working properly

3. Warranty Limitations

Please note that the following situations (including but not limited to) are not covered by EngineAI warranty：

1) The product identification information (such as bar code, model) is altered, torn or destroyed.

2) Damage caused by human intention or negligence, including abnormal use in the environment, failure to use according to the instructions, etc.

3) Damage caused by abnormal voltage (such as high voltage or abnormal power failure).

4)Damage caused by disassembly,repair or modification of the equipment by personnel or service agencies other than EngineAI or authorized by EngineAI.

5) Damage caused by force majeure (such as fire, flood, earthquake, lightning strike, war, etc.).

6) Accessories, consumables and other items are not covered by warranty.

7) Physical damage or alteration on the surface of the equipment.

8) Devices with modified hardware or software without EngineAI's authorization.

9) Equipment whose product usage time exceedsEngineAI's warranty period.

10) Authorized only for use in experiments, tests, training or demonstrations.

4. Paid maintenance service

For the above products beyond the warranty scope, EngineAI can provide paid maintenance service, and the cost will be charged by EngineAI. The specific fee is subject to the service quotation provided by EngineAI.

For customers in China and overseas, if they require additional 24/7 on-site support services from EngineAI, EngineAI can dispatch service engineers to the customer's site for support.