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- Support
- Quality Assurance Policy
Quality Assurance Policy
- Customer Support
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Email.
- support@edgedx.ai
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Support Services
- You can inquire about service-related matters such as product malfunction, repair, etc.
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Operating Hours
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MON~FRI : 9:30 AM - 6:30 PM
(Lunch Break : 12:00 PM - 1:00 PM)
Closed on weekends and public holidays.
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- Quality Assurance Policy Guide EdgeDX Co., Ltd. provides quality assurance according to its policy as outlined below.
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Product Category Warranty Period Remarks Edge AI Video Analysis Products 2 years Accessories Not Applicable * The warranty period may vary depending on the specific product. For detailed information, please contact support@edgedx.ai
- Service Fees
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Parts CostLabor Cost
(based on repair labor rate)Visit Fee
(for on-site repairs)Service Fee* Service fees are the total amount of parts cost and labor cost. For on-site repairs, an additional visit fee will be charged.-
- Parts Cost
- Parts cost refers to the price of parts required for replacement when repairing a finished product and is calculated according to service standards.
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- Labor Cost
- Labor cost refers to the fee charged for labor, excluding parts cost, during a paid repair. It is calculated based on the standard labor rate, considering factors such as repair time and difficulty.
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- Travel Fee
- The travel fee applies when requesting on-site repairs and is charged based on distance, regardless of the nature of the product repair.
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- Paid and Free Service Information
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- Free Service
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- Defects or malfunctions occurring during normal use within the warranty period.
- If the same defect reoccurs in the same part within 3 months after a paid repair, during normal use.
- When the company decides to provide free service as a policy.
- The license for the AI video analysis app will be supported free of charge for the duration of the license as sold, when the product is repaired.
- Paid Service
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- Products beyond the warranty conditions.
- Even within the warranty period, service fees may be charged in the following cases :
- If the malfunction is due to consumer negligence (e.g., damage caused by movement, dropping, impact, improper use, foreign substance insertion, excessive operation, setting errors, etc.)
- If repairs are made by an unauthorized party, or if parts are replaced or modified without prior consent from the company, resulting in a malfunction or defect.
- Malfunctions caused by natural disasters (e.g., fire, salt damage, gas damage, earthquake, typhoon, lightning, etc.).
- Malfunctions caused by electrical issues or faulty connection devices.
- Issues arising from improper installation by the installation service provider.
- When consumable parts (e.g., accessories, adapters, etc.) have reached the end of their life or are damaged.
- Service requests due to user errors will be charged from the second visit onwards.
- If the product label (product name and serial number) is missing.
- Other
- For paid services, service fees charged to the customer //include parts cost and labor cost, based on separate service management standards.
- For paid repairs, a quotation will be sent to the customer for confirmation before repair, and charges will be applied accordingly.
- For products beyond the warranty period or products without a serial label that have been repaired for a fee, the re-warranty period is 6 months (180 days) from the date of completion and shipment.
- Free repairs are applicable if the same part fails again, otherwise, paid service will apply.
- Products without a serial label will be managed with a separately assigned serial number and label.
