To ensure the convenience, speed, and satisfaction of our products' after-sales service, we have established the ACE PILLAR After-Sales Service by integrating the conditions of product sales representatives, technical personnel, and maintenance staff, in collaboration with the original manufacturer's repair services and technical support. Our primary focus is on representing and providing maintenance and technical services for ACE PILLAR products. The ultimate guiding principle and goal are to deliver the highest quality of service to our customers and achieve the highest customer satisfaction.

Maintenance Service

1. Faulty product repairs.
2. Assistance with firmware upgrades.
3. On-site maintenance service for specific large-scale products of certain brands.
4. Global warranty and cross-border service for specific brands.
5. Fault analysis for specific brand products.

Leading Industry Warranty Standards for our maintenance service

ACE PILLAR is dedicated to providing customers with comprehensive after-sales service and assurance. For standard products within the warranty period, customers are entitled to repair services and guarantees.

The calculation of the warranty expiration date is based on the ACE PILLAR shipping date as the warranty start date:

If the warranty period for a product is more than six months

When parts are repaired or replaced, the replaced parts enjoy the remaining warranty period of the original product.

If the warranty period for the entire product is less than six months

Replaced parts, from the day of completion of the repair, are entitled to a separate six-month warranty (the remaining warranty period of the original product still follows the original expiration date).

If parts that have been repaired or replaced experience a malfunction within the aforementioned six-month warranty period

The warranty period for the parts replaced during subsequent repairs is recalculated, starting from the day of the subsequent completion of repair, and they are still entitled to a six-month warranty. For products with special warranty services, please provide details before applying for service. Requests submitted after service may result in non-refundable charges.

ACE PILLAR Warranty Expiry Inquiry

Through the ACE PILLAR warranty expiry inquiry system, you can check the warranty status of your product.

The following conditions are not covered under the warranty, and ACE PILLAR is not obligated to provide warranty for:

1. Warranty period expiration.

2. Product damage caused by natural disasters such as lightning, floods, earthquakes, or other irresistible forces.

3. Product malfunctions resulting from improper use by the customer, including but not limited to testing, experimentation, research and development, competition use, or failure to follow the product user manual, misuse, improper operation, incorrect installation, parameter setting errors, unauthorized disassembly or modification, damage during transportation, natural wear and tear, adverse operating environments, accidents, or other issues not attributable to ACE PILLAR and the original manufacturer.

4. Loss, removal, alteration, damage, obliteration, or difficulty in identifying the model and serial number nameplate on the product.

5. Product upgrades, modifications, or customization requested by the customer.

6. Repairs or replacements carried out by unauthorized entities or personnel.

7. ACE PILLAR's warranty only covers the repair or replacement of faulty products that occur during normal use within the warranty period. ACE PILLAR disclaims any warranty or liability for indirect, consequential, derivative, or purely economic losses caused by faulty products, including but not limited to repairs due to production line stoppage or mechanical/component damage, data loss, or business interruption. To the extent permitted by law, ACE PILLAR is not responsible for any warranty or compensation.

FAQ

Original Manufacturer On-Site Service

Purpose and Applicability:

Customers experiencing malfunctions with Delta brand products represented by ACE PILLAR can apply for the original manufacturer on-site service through ACE PILLAR. The service scope includes the following: inverters, robotic arms, and servo linear modules.

Original Manufacturer On-Site Service Application

Upon receiving feedback on product malfunctions from the customer (end user), it is essential to thoroughly understand the situation, identify the specific issues, and provide troubleshooting services. If these measures prove ineffective, the customer can proceed to fill out the Original Manufacturer On-Site Service Application.

The service application form must be filled out comprehensively. Mandatory information includes machine model, complete serial number, details of the malfunction, contact person for the customer (end user), contact information, and the service address. Insufficient or incorrect information may result in the rejection of the service application and a delay in service time.

Upon acceptance of the case, efforts will be made to determine if the machine malfunction can be repaired in a single service visit. If it is not possible to complete the service in one visit, the original manufacturer reserves the right to reject the service application and may suggest that the customer (end user) assist in returning the faulty product to the original manufacturer for further handling.

Service Handling

After the case is opened, the original manufacturer will assign an engineer to contact the user, confirm the service location and time, and proceed to provide on-site service.

When the original manufacturer's engineer is on-site and finds that the service cannot be completed in one visit, the engineer reserves the right to close the case and is obligated to inform the user that they can send the faulty product back to Delta for further handling. The return service needs to be applied for with the assistance of ACE PILLAR, and the associated service fees will be included in the cost settlement.

Upon completion of the service, the original manufacturer will conduct a satisfaction survey with the end customer via phone interview.

Cost Settlement

Upon the complete repair of the machine, charges will be levied according to the responsibility determined by the original manufacturer's engineer. If the responsibility is deemed to be with the original manufacturer, the service is classified as free of charge. If the responsibility is determined to be with the customer, Loshon will invoice the customer for various expenses, including basic maintenance labor fees, parts costs, machine transportation fees, transportation expenses (fuel, tolls, parking fees, public transportation costs), meals, accommodation, and other related costs.

※ Note: The on-site maintenance hours refer to the hours spent from departure to the customer's site to the completion of the machine repair.