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Company info

Service Commitment

With a cadre of rigorously trained sales engineers and a formidable after-sales support network, we hold an in-depth and nuanced understanding of our clients' needs, allowing us to provide precisely customized service and support. Our technical engineers bring reliable expertise and comprehensive assistance, ensuring that the quality of our services far exceeds the value-added benefits our customers gain from their investment in our products.

Service Hotline
Service Hotline

Our repair stations are located in Shenzhen, with additional branch offices in various countries. For seamless, one-stop assistance, call us toll-free at +86-0755-32801225.

Remote Technical Support
Remote Technical Support

We offer 24/7 remote technical support via telephone, covering everything from product information to frequently asked questions.

On-Site Technical Assistance
On-Site Technical Assistance

In the event that remote support cannot resolve your issue, we commit to providing on-site technical assistance promptly, as agreed upon.

Technical Support

FibGrid has cultivated extensive expertise in the production of OTDRs, optical meters, fiber optic fusion splicers, and other communication testing instruments. Backed by a team of highly skilled R&D engineers, we are equipped to deliver premier, comprehensive services. 

1. We provide 24/7 remote technical support via telephone, offering an array of professional insights, including product details, FAQs, and informative documents. We guide user technicians in proper equipment usage. Additionally, we maintain a technical support website, ensuring that users have constant access to equipment-related information, tutorials, and case studies. Users can obtain the necessary assistance through online resources or auxiliary tools.

2. We maintain up-to-date communication information for our after-sales service personnel or those specifically responsible for a user’s maintenance needs. Any changes are promptly communicated to ensure seamless contact, facilitating the resolution of complex issues.

3. In the event that remote technical support is insufficient to resolve a fault, we guarantee on-site technical assistance will be provided as soon as mutually agreed upon. Our team will work closely with the user to diagnose the fault and develop a comprehensive troubleshooting plan until the issue is fully resolved.

4. After each troubleshooting session, our team is dedicated to patiently and sincerely addressing any follow-up questions. If necessary, we can also provide brief on-site training.

5. We offer a data-sharing service, enabling users to stay informed about the latest maintenance techniques, preventive measures, and product knowledge. Through various channels—including paper documents, emails, disks, or CD-ROMs—distributed at no cost via the FibGrid website, users can access updated technical expertise, participate in seminars, and acquire the most current product knowledge.

Troubleshooting

1. Instrument maintenance encompasses both fault repair and recalibration, ensuring that all relevant performance parameters and functionalities of the repaired instruments meet the original factory acceptance criteria.

2. Following each repair, a comprehensive maintenance report will be provided. This report will detail the nature of the fault, identify and analyze its cause, note the current software version, and specify whether an upgrade was performed. It will also include a post-repair test report, recommendations for routine maintenance, a detailed list of any replaced components, and a cost breakdown.

3. The turnaround time for instrument maintenance will adhere to the timeframe mutually agreed upon by both parties. To prevent undue delays that could impede the user's operations, the maximum return period for domestic repairs will not exceed 30 calendar days, while international repairs will not exceed 60 calendar days.

4. There will be no annual limit on the number of times a user may send an instrument back for repair, which will be contingent upon the instrument's specific usage conditions.

5. In the event that a repaired instrument cannot be returned within the specified period, a replacement instrument will be provided free of charge for the user's temporary use.

Spare and Wear Parts Service

Users can promptly repair or replace instruments when a malfunction occurs, ensuring minimal disruption.

Our factory guarantees the availability of all necessary spare and wear parts to meet users' maintenance needs at any time.

Software Upgrade

1. We offer complimentary software patches, updates, and upgrade services for instruments based on user requirements.

2. Upon the release of a new software version for a specific instrument, we will promptly provide users with detailed written information regarding the new version. This includes ensuring the new version’s maturity and reliability and explaining the primary functional differences from the user’s current software. Following user confirmation, the instrument will be patched, updated, or upgraded accordingly.

3. We guarantee that the software provided is defect-free and represents the latest stable version. Should the upgrade fail to meet expectations, we will safely restore the original version at no additional cost.