Service

Service system

At Suzhou Frank Intelligent Technology Co., Ltd., customer service is an essential part of our commitment to excellence.
We have established a comprehensive and responsive global support system that ensures every customer receives fast, professional, and reliable assistance before, during, and after purchase.Our service philosophy is built on four principles —
Good Customer Service Image, Good Technology, Good Customer Relationship, and Good Brand.

Lifecycle services

1. Multi-Channel Contact & Quick Response:Service requests can be submitted via email, WhatsApp, WeChat, phone, or online support portal.Customers can schedule live video calls for remote demonstrations, installation guidance, or troubleshooting.All inquiries are tracked through a ticket system to ensure accountability and fast resolution.

2. 7×24 Technical Support:Our dedicated technical support team operates 24/7, offering real-time assistance worldwide.Support channels include remote diagnostics, video guidance, and multi-language service.Every request is logged, prioritized, and handled by certified engineers according to issue severity.

3. Remote Service & Software Assistance:We provide remote system calibration, firmware upgrades, and configuration optimization.Engineers can securely connect to devices for diagnostics, ensuring minimal downtime.Customers may request online training sessions or live demonstrations for better product understanding.

4. Replacement, Maintenance & Spare Parts

Under our one-year factory warranty, customers are eligible for free replacement or component repair in case of manufacturing defects.We maintain a strategic inventory of spare parts for fast dispatch.Preventive maintenance programs are available for long-term clients to ensure reliable device performance.

5. Logistics & Delivery SupportOur logistics team assists in finding the most cost-effective express or door-to-door shipping solutions for global destinations.We coordinate customs clearance, packaging, and real-time tracking to guarantee safe and timely delivery.Return and replacement shipments follow a standardized procedure for transparency and efficiency.

6. Service Levels & EscalationService requests are classified by severity (Level 1–3) with clearly defined response and resolution targets.Escalation protocols ensure complex cases are immediately transferred to senior engineers or local partners.Key account managers oversee long-term cooperation and ensure consistent service quality.

Business expansion

Customer service system is an important part of outstanding enterprises. We have established a complete service system covering product technical support, after-sales service support and product accessories support. We provide customers with truly valuable services and help customers use products better. It embodies the core service concept of "good customer service image, good technology, good customer relationship, and good brand". Provide extensive, comprehensive and fast services enable customers to experience ubiquitous satisfaction and trustworthy intimate feelings.

Spare-part support

We are specialized in endoscopy equipment for more than ten years, mastered advanced production technology. All products are produced by ourselves, so, for customers who purchase our products, we can provide spare machine, spare parts and other support at any time that save the after-sales time for avoiding delivery delays, save shipping cost, and facilitate customers to solve problems in time.

After-sales guarantee

One-year replacement

On the day of confirming the receipt of the goods (subject to the logistics receipt time),if it is found that the goods have quality problems within one year(human damage except), please contact us, we can provide brand new product for replacement for free.

One-year warranty

Free maintenance can be submitted if the product you ordered is found to have quality issues within 1 years (unartificial damage ). Once we confirm that it’s our product quality problem, we will do maintenance for free.

Besides, we are manufacturer, our products are constantly updated, product function also improved continually. In the future, if you think that the product you ordered is old, you are interested in updated product and want to renew the old one, please contact with our sales, we also have solution for it.