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Service & Support

At HiSpeed Laser, our core commitment is "Worry-Free Assurance for the Entire Lifecycle." We've built a comprehensive service system covering product delivery, technical response, hardware maintenance, and capability building. From initial equipment setup to ongoing technical upgrades, HiSpeed consistently prioritizes customer production continuity, offering an industry-leading standardized service framework and flexible, expandable in-depth support solutions. This truly achieves "zero equipment concerns, zero distance technical service."

Limited Warranty Policy Overview
Limited Warranty Policy Overview

We guarantee that relevant HiSpeed products purchased directly from hispeedlaser.com will be free from defects in materials and workmanship for the specific warranty periods stated below. No other express or implied warranties are provided for purchased HiSpeed products. HiSpeed's liability for defective HiSpeed products is limited to repair or replacement, as described below. This limited warranty does not apply to HiSpeed-branded products purchased from third-party websites (such as Amazon or eBay).
Warranty Description for New Laser Equipment

All new laser equipment purchased through hispeedlaser.com is covered by the following limited warranty services, effective from the order completion date:

  • Fiber Series Laser Marking Machines
    Two-year warranty for the entire machine (Handheld series: one-year warranty for the entire machine).
  • CO2 Series Laser Marking Machines
    Two-year warranty for the entire machine.
  • UV Series Laser Marking Machines
    One-year warranty for the entire machine.
  • Laser Welding Machines
    Fiber laser source has a two-year warranty; other components have a one-year warranty (consumables such as lenses are not covered).
  • Laser Cleaning Machines
    Fiber laser source has a two-year warranty; other components have a one-year warranty (consumables such as lenses are not covered).
  • Laser Cutting Machines
    CO2 Glass Tube Laser Cutting Machine: Glass tube laser source and other consumables are not warranted; other components have a one-year warranty.
    CO2 Metal Tube Precision Cutting Machine: Metal tube laser source has a two-year warranty; lenses and other consumables are not warranted; other components have a one-year warranty.
    Fiber Laser Precision Cutting Machine: Two-year warranty for the entire machine.
    Fiber Laser Glass Cutting Machine: Two-year warranty for the entire machine.
  • Laser Spare Parts
    Non-consumable spare parts have a one-year warranty; consumable spare parts are not warranted.
Warranty Service Application Process
Warranty Service Application Process

To obtain warranty service, please send information about the faulty component to our technical support center via email within the product's warranty period: offer@hispeedlaser.com. Your email must include:

  • Your company name
  • The serial number from the equipment nameplate and its photo
  • Clear photos of the faulty part (at least 3 from different angles)
  • A detailed description of the fault (including any error codes and the scenario in which it occurred)
After-Sales Service Support
Rapid Response Commitment

Rapid Response Commitment

  • Working Hours: Technical response initiated within 3 hours.
  • Collaborative troubleshooting within 24 hours.
  • Solution provided within 48 hours.
Fault Resolution Process

Fault Resolution Process

  • Remotely guide the customer through basic self-inspection steps.
  • Real-time analysis of equipment faults via video conference.
  • Software faults: Remote system repair implemented using tools like Anydesk/Sunlogin.
  • Hardware faults (within warranty period): Replacement parts dispatched within 72 hours, with the customer required to return the original faulty part to us.
  • On-site engineer dispatch when necessary (buyer bears round-trip travel, accommodation, and food expenses; subject to situation).
Fault Resolution Process

Training & Support

  • Software with pre-set parameters, ensuring equipment is plug-and-play upon connection.
  • Includes "Equipment Operation Manual," "Software User Manual," and instructional videos on a USB drive, enabling 83% of new users to master basic operations within 2 hours.
  • Online Response: Technical inquiries receive a response within 3 hours, supported via email, phone, and video conference, with multiple access channels.
  • In-depth Support Option: On-site engineer dispatch (requires 7 business days advance booking). Buyer is responsible for international travel expenses (flight + accommodation + local transportation + visa service fees).
Limited Warranty Terms and Conditions

Component Replacement: HiSpeed will, at its sole discretion, provide free replacement service for faulty components within the warranty period. Repair or replacement does not extend the original warranty period, and replacement parts do not receive a new, separate warranty.
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