After-sales support
Warranty, spare parts and remote troubleshooting for deployed projects.
PurePoint Smart provides full lifecycle after-sales support for hotel engineering, building automation and smart home projects. From product delivery, we offer warranty, spare parts and technical support under this policy and your contract — keeping guestroom and public-area systems running reliably long term.
Download center · Professional training · Contact after-sales
Service commitments
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Fast response
Weekdays 8:30–18:00 phone and online support; urgent project faults prioritized for remote diagnosis.
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OEM spare parts
Panels, RCU hosts, gateways and other core components supplied by PurePoint Smart — guaranteed compatibility and quality.
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Engineering support
During warranty: remote commissioning, firmware upgrade guidance and on-site technical support (per contract).
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Traceable service
Repair ticket numbers, handling records and closure confirmation for owners and ops teams to archive.
Warranty policy
Standard warranty periods below; bulk hotel engineering orders follow the signed contract, acceptance documents and warranty letter.
| Product / service category | Standard warranty period | Warranty start date | Notes |
|---|---|---|---|
| Smart switches, panels, door signs, card-power switches and other hardware | 24 months | Factory date or project acceptance date (whichever is later) | Material and workmanship defects repaired or replaced free of charge |
| RCU hosts, gateways, relay modules and other core guestroom control equipment | 24 months | Same as above | Includes traceable factory burn-in test records |
| Overall project delivery | Per contract | Date of qualified completion acceptance | Usually no less than 12 months; extended warranty available |
| Cloud management platform / commissioning software | 12 months | Account activation or acceptance date | Includes version upgrades and remote technical support |
| Extended warranty (optional) | Per contract | After standard warranty expires | May cover spare parts, on-site visits and response tiers — contact sales |
Note: Warranty excludes normal replacement of consumables (batteries, fuses, etc.) unless otherwise agreed. OEM/ODM orders follow the technical and quality agreements between both parties.
Covered under warranty
- Performance faults caused by materials or manufacturing under normal use
- Non-user-induced functional anomalies after factory inspection and delivery
- Communication, scene or control logic issues caused by firmware defects (upgrades available)
- Batch compatibility issues after installation per PurePoint Smart specifications (technically confirmed)
Not covered under warranty
- Unauthorized disassembly, modification, soldering or third-party repair
- Force majeure or misuse — lightning, water damage, fire, overload, etc.
- Cosmetic wear — scratches, stains — that does not affect function
- Beyond warranty period, no valid purchase/acceptance proof, or unreadable serial numbers
- Damage from non-PurePoint Smart specified parts or software
Repair process
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Submit repair
Phone, email or website contact form — describe the project and fault symptoms.
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Register details
Provide product model, quantity, SN (if available), on-site photos or video.
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Remote diagnosis
Technical support prioritizes remote troubleshooting; on-site retest guidance when needed.
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Resolution plan
Under warranty: spare-part replacement, return repair or on-site service (per contract).
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Closure confirmation
Both parties confirm after repair; ticket archived for reference.
FAQ
When does the warranty period start?
Bulk projects usually start from qualified completion acceptance; retail units from factory date or sales contract. If in conflict, the written contract prevails.
How is warranty calculated for replacement parts?
Replacement parts continue the remaining original warranty from the replacement date; if less than 3 months remain, the replacement part has at least 3 months warranty (or per contract).
Can out-of-warranty products still get support?
Yes. We offer paid repair, spare parts and extended warranty — quoted after fault assessment and parts list.
Return repair address and turnaround?
After confirmation, support provides the return address and recipient details. Typical inspection: 5–10 business days (excluding shipping); urgent projects may be expedited by agreement.
Is improper installation covered?
If technical assessment finds non-standard installation (e.g. live/neutral reversed, overload) causing damage, free warranty does not apply — paid technical support and remediation advice is available.
Need solution or training support?
Beyond after-sales warranty, we offer project commissioning, ops training and platform integration services.
