How to open a support request
Email [email protected] with the buyer company, order reference, model, serial number, installed configuration and a clear description of the issue. Include photos, video, logs and recent changes when available.
Initial technical review
The support team may request power, cable, network, software, peripheral and environmental checks. Remote diagnosis may be used before parts or return authorization is considered.
Warranty scope
The customer-provided policy states a one-year whole-unit warranty. Replacement hardware is provided for non-man-made damage within the warranty period, subject to diagnosis and the applicable quotation or sales contract.
Parts, repair and return service
Depending on diagnosis and contract scope, support may include instructions, replacement parts, repair guidance, depot service or return authorization. Do not ship a unit or component until the return address and authorization are confirmed in writing.
Software and third-party components
Support responsibility follows the approved project boundary. Customer applications, payment services, carrier networks, operating-system licensing and third-party peripherals may require the relevant owner or provider to participate in diagnosis.
Out-of-warranty support
After warranty, Usingwin can provide a spare-parts list for purchase and on-site replacement, plus online technical guidance. High-value cash modules may be directed to the nearest available service point. Price, freight and timing require written confirmation.