Scope activities

Maintenance Service

1. MAINTENANCE SERVICES:

1.1 Product warranty:

For equipment and services provided by us:

If the equipment is damaged by the client or his employees or other parties not our technicians or personnel then during the warranty period, we will replace new equipment at cost.

If equipment is damaged through faulty equipmentor faulty installation by us, not owing to damage, we will replace it in compliance with the manufacturer’s specifications of warranty other than for our installation and testing costs unless covered by our warranty agreement particular to that client as a “no cost” item.

If equipment is damaged by error or any other cause which is not attributable to VAN KHANH GROUP (VKG) or any approved agent of VKG during use and no warranty exclusion of our labour costs exists for such damage , the customer must bear all of the cost of supply, replacement and testing .

Warranty and warranty agreements will not be interpreted in any manner as covering losses from malfunctioning or unserviceable equipment. The client should ensure insurance is arranged to cover such losses

VKG always reserves the right to exercise discretion in such claims. If there is a disagreement about a claim then VKG will propose an independant and skilled arbitrator to hear and decide on the outcome.

For equipment at the end of the warranty period, the customer may request an extended warranty period and We will exercise our discretion in a new agreement. Customers can sign contracts that transfer equipment to the new maintenance period.

1.2. Maintenance Service:

Maintenance works where we have or will have supplied and installed equipments and services but where he warranty period has expired or where those project was not carry out by us, customers are at all times required to maintain equipment and services using expert personnel in accordance with the manufacturers and our instructions.

If instructions clash the manufacturer’s instructions are to take priority .

With maintenance agreements, customers can sign contracts with us if we agree upon criteria such as maintenance times of the year, consulting system upgrades, correction the errors… Depending on the nature of the customer’s need for equipment and systems to be maintained, we will offer policy and personnel to as far as possible in our resources, perform maintenance in such a manner and time-frame as to enable continuity of customers work.

1.3. Other services:

At the time of request for maintance or repair , we can process the maintenance or repair services promptly at our standard costs and charges without any maintenance contract being in force.

Upgrades, replacement with spare parts, errors in assembly., dismantle M&E system for office, or factory and the like…if the customer needs such services but has no maintenance contract we will do the extra work at standard company charges.

We will repair malfunctioning equipments such as computers, printers, photocopy machines, UPS, electrical appliances, electronics, water machines, cooling machines…at our standard rates and charges.

We will implement IT services such as repairing, upgrading, merging the system, checking and anti-virus for your computers.at our standard rates and charges. As a service to clients or to partners, if your requirement is out of our scope,we will introduce service consultants directly to the customers with responsibility to report all damage and rectifications and costs to us We will disclose to you any benefit received or financial arrangement benefitting us.

To serve a package of the work above.

2. WARRANTY PERIOD:

In all projects, equipment is warranted if under warranty agreement,from the date of mutual acceptance and hand-over between our company and clients for the period of the manufacturer’s warranty but with our labour and costs being under the terms our agreed warranty until the end of warranty period The warranty period is usually 12 months, 18 months, or 24 months, depending on the agreement between us and our clients.

3. PRINCIPLES OF WARRANTY SERVICES:

Conditions:

Our projects will be covered free of charge where such has been agreed under the terms of the contract signed between the Van Khanh company and customers. To protect us all from misunderstandings, no promise or agreement which is not in writing and approved and signed by both our Executive Director and our client.

All equipment will be replaced during its particular warranty period if damaged through other than misuse, vandalism, malpractice, or accidental damage, war terrorist acts or civil uprising or such other factors not reasonable for us to assume responsibility providing the client or any other party at all times follows the manufacturer’s standard, requirements and practices in the warranty period of each type of equipment.

The equipment must have manufacturer’s warranty stamp and seals intact. Any sign of peeling, breaking, duplicate stickers or repairs occuring or other events which are not approved by the manufacturer where seen or become evident or repairs or attempted repairs become evident will generally void the manufacturer’s warranty and our warranty for that equipment..

Equipment for any warranty claim must not show sign of damage caused by impact from the customers or by force majeure, negligence, incompetence, trifling with it, unacceptable repairs or accident such as dropping, misuse, deformation,, fire, damp, or having been improperly configured at installation or thereafter by parties other than our approved service persons contractually engaged to work on such equipment..The equipment must have been regularly and fully serviced at manufacturer’s requirements for service and in such manner as they require and by skilled representatives approved by the manufacturer .

During the warranty period and in any other agreement between us and clients we will be the skilled and approved representatives of the manufacturer.

We will repair any item or replace it however the damage was caused but we will decide, after expert review, on the responsibility for the client to pay part or all costs or for us to pay part or all costs.

Customers may sign a warranty and maintenance contract for the project after the warranty has expired but only according to a valid company agreement, where required to be so under company seal, with the client.

Such agreement will take into account all aspects of the condition of the equipment, its depreciation wear and tear and the clear manner of use and the service programme it has experienced, shall be considered in the financial aspects of the warranty.

4. MAINTENANCE DEPARTMENT ORGANIZATION

5. CUSTOMER-CARE

+ Our policy is to serve in the most effective way to satisfy all the needs of the customers.

+ In the maintenance period, where ever possible we will ensure the continuity in the work of customers with devices with similar features to the damaged or failed equipment, so as far as is reasonably possible, to not interrupt customer’s processes.

6. ADDRESS:

Our Company is located and represented throughout Vietnam and new offices are always in process of being developed to better serve our clients.

In Ho Chi Minh City:

Address: No. 68 Phu Long Bridge, Lai Thieu ward, Thuan An city, Binh Dương province.

Mobile: 0983.907 207 Ms Vu Thi Minh Tuyen