After Sales Policies & Warranty

ReputableReputable corporations consistently strive to cultivate sustainable trust and brand loyalty from their clients. When clients deeply appreciate a brand, they are more willing to cooperate, provide constructive feedback, and establish a long-term partnership. To achieve this strategic connection, an attentive andcomprehensive customer care system stands as the most effective methodology.

While the majority of standard businesses limit their approach to transactional operations, focusing heavily on storefront hospitality, clients in the modern industrial market strictly require rigorous technical support and dedicated care throughout the post-purchase lifecycle.

Adopting the professional management frameworks typically found in multinational joint ventures, Thidaco stands out as a pioneering enterprise by establishing a dedicated after-sales and customer care center. Our team of professionally trained consultants and specialized warranty engineers ensures that every technical requirement and customer need is attended to thoroughly in the shortest possible timeframes.

Friendliness and Reliability represent the two pillars underpinning our corporate customer service values. On a monthly and quarterly basis, Thidaco’s dedicated technical asset management team proactively coordinates maintenance schedules, performs site inspections, reviews systems operational conditions, and delivers formal written status reports directly to our clients.

Furthermore, Thidaco operates a centralized 24/7 hotline setup to render uninterrupted product consultation and accelerate complaint resolution. Optimizing these dedicated services allows Thidaco to enhance corporate prestige, build immutable trust, broaden its market footprint, and foster robust business growth.

• • Warranty Term: A standard 12-month warranty applies to all project items, effective from the date of signing the official inspection and handover certificate.
  • Technical Transfer: Upon project handover, Thidaco will organize technical training sessions and hand over all operational and maintenance guidance documents to the customer.
  • Free Warranty Scope: Thidaco will perform repairs and replace defective parts free of charge during the warranty period, provided that the user strictly follows the operating instructions provided by Thidaco.
  • Chargeable Services: For malfunctions resulting from customer errors (e.g., non-compliant operations, unauthorized modifications, or external impacts), Thidaco will provide corrective maintenance, and repairs will be charged at a reasonable, preferential rate.
  • Periodic Maintenance Exclusion: Routine cleaning, maintenance, and periodic technical testing of equipment are not included in the standard warranty package unless explicitly stipulated in the contract. Customers may sign a Supplementary Maintenance Contract with special discounts during the warranty period or perform self-maintenance following Thidaco’s provided guidelines.
  • Internal Handover Phase: For at least the first 03 months of the warranty period, the on-site installation teams will remain directly responsible for rectifying any installation defects to optimize the system before officially transferring the duties to the Company’s specialized Warranty and Maintenance Department.
  • Response and Rectification Time: Thidaco’s maintenance department and project management teams will collaborate closely to respond and resolve any reported malfunctions on-site within 24 hours of receiving notification via phone or email from the customer. Upon completion, a service slip detailed with the current status and root cause of the issue will be issued to the customer.

• • Lifespan Support Commitment: Backed by a highly skilled technical team and a stable supply chain of spare parts, Thidaco guarantees ongoing technical support and maintenance services throughout the operational lifespan of the equipment.
  • Comprehensive Maintenance Contracts: We assist customers in developing tailored maintenance schedules for each specific system. Thidaco offers comprehensive maintenance contracts aimed at reducing operating costs, ensuring stable and efficient performance, and maximizing equipment longevity.
  • Genuine Spare Parts Supply: Thidaco guarantees the timely provision of corresponding replacement parts at preferential rates, with quality strictly adhering to Original Equipment Manufacturer (OEM) standards.

• • Root Cause Analysis: In the event of any technical failure—whether under the standard warranty or an active maintenance contract—all malfunctions must be thoroughly inspected and analyzed. A comprehensive root cause report will be generated to prevent recurrence.
  • Official Working Hours:
    • • From 08:00 AM to 05:00 PM, from Monday to Saturday morning (excluding Saturday afternoons after 12:00 PM, Sundays, and Public Holidays).
      • For urgent or emergency requests outside of official business hours, customers may contact the designated responsible staff directly via their mobile numbers.