1. Remote support.
Remote Support means that Hoa Nam provides solutions for technical enquiries or problems related to the Smart PV products under warranty by telephone or e-mail, including Help Desk and Remote Technical support.
- Help Desk provides technical support to Hoa Nam’s customers for Smart PV Products through email or hotlines below.
Hotline: 0246 292 8800
- Remote Technical Support includes technical enquiry and problem handling services. The technical enquiry service provides consultation services in respect of Huawei Smart PV Products. The problem handling service is to provide solutions to customers for Smart PV Products-related problems.
2. Hardware support.
During the applicable Warranty Period, Hoa Nam guarantees that all Smart PV Products purchased shall be free from defects in material, fabrication and workmanship.
- Huawei Smart PV products that are defective in material, fabrication or workmanship or do not meet the published specifications shall be replaced free of charge.
- If the delivery site is located in a remote island, customer is responsible for picking up the replacement product from Huawei local warehouse. Customer is also responsible for preparing the defective product (packed in the package from the replacement product) and returning defective product to Huawei local warehouse in 15 days. Additional charges may be incurred if the defective product is not returned in 15 Business Days after the replacement product is received by customer.
- If the delivery site is not located in a remote island, Huawei is responsible for delivering the replacement product to a location that is agreed by Huawei and the customer. After receiving the replacement product, customer shall prepare the defective product (packed in the package from the replacement product) within 15 Business Days. Huawei is responsible for picking up the packed defective product from a location that is agreed by Huawei and the customer. Additional charges may be incurred if the defective product is not packed and prepared in 15 Business Days.
- The original product model, if no longer available, may be replaced with a similar product model. The replacement product provided by Huawei will be functionally equivalent to the customer’s defective product in terms of features, functions, and compatibility. The software version shall be by default.
- The warranty period of the replacement product shall follow the remainder of the original product warranty period.