Honest: Quality first and credit based. All service personnel of Panda Group and maintenance networks authorized by the group must be honest and trustworthy to customers.
Professional: All service personnel of Panda Group and maintenance networks authorized by the group must have professional service quality, professional service level and capability as well as use maintenance parts and spare parts specially supplied by the Group so as to ensure professional service process and results.
Fast: Highly-efficient and fast service process. In order to provide customers with faster service, Panda Group has established a uniform customer call center nationwide, with over 1,000 authorized service providers as backbones and forming an integrated, highly-efficient and professional Panda service system. National uniform customer service hotline 10106600 has been opened, sincerely serving a variety of customers. No matter what your demands are, you need merely dial the hotline and we will do the rest for you.
Satisfactory: Result and objective of Panda service are customer satisfaction. We do everything for customers, serve all customers and meet all customer demands, from demands to satisfaction, forming a constantly-improved PDCA cycle, thus meeting more demands and achieving greater satisfaction.
Service hotline
National uniform customer service hotline: 10106600, 24-hour service per day and 365 days per year without rest.
Super-long staff service time from 8:00 to 21:00, with recording telephone service provided for the rest time.
Service quality supervision hotline: 025-84345378 and 025-84345379
Service E-mail: service@panda.cn

Service commitment
I. Color-TV products
1) Service policy
1. As specified by the national “Three Guarantees”, whole CRT color TVs will be guaranteed for one year and their main components for three years. Main components include kinescope, tuner, line output transformer, etc.
2. Whole rear-projection products may enjoy one-year warranty.
3. Whole LCD and plasma color TVs and their main components will be guaranteed for one year.
4. No service at customer site will be rendered to all accessories supplied along with whole TVs.
5. The following situations are beyond warranty range:
As specified by Section Seventeen of the national Provisions on the Liability for the Repair, Replacement and Return of Some Commodities, three-guarantees shall not be implemented for products in one of the following conditions even within the warranty period. But paid repair may be offered:
5.1 Damages due to improper use, maintenance and safekeeping of consumers;
5.2 Damages due to dismantlement by non-three-guarantee repairers;
5.3 Absence of three-guarantee certificate and valid invoice;
5.4 Nonconformity or alteration of model on three-guarantee certificate to that of product to be repaired;
5.5 Damages due to force majeure.
6. In other conditions, apply the national “New Three Guarantees”.
7. Relevant policies on user returning and replacing TVs
7.1 According to provisions of the national “New Three Guarantees”, user may choose to return, replace or repair TVs within seven days and choose replacement or repair within fifteen days in case of performance fault after TV is purchased.
7.2 Valid three-guarantee period of color TVs after replacement will be recalculated starting from the replacement date.
7.3 Commodity TVs sold at reduced prices (subject to invoice notes) will be neither returned nor replaced. Parts with explicit price-reduction marks will not be guaranteed for repair, only free-of-charge repair will be rendered in case of performance fault.
8. Conditions for free-of-charge warranty
8.1 Product warranty period starts from the purchase date. Within such period, user may enjoy free-of-charge warranty policy by presenting a valid warranty certificate.
8.2 User’s valid warranty certificates are valid purchase invoices and warranty bills accompanying the products. In the absence of valid warranty certificate, warranty period will be calculated from the ex-factory date of whole TV.
8.3 If valid three-guarantee period of the whole TV expires while the main components are still within the valid three-guarantee period, expenses for spare parts and maintenance are free for main components with performance faults.
8.4 The warranty policies are only applied to products sold and used in mainland China.
9. Installation matters:
9.1 User purchasing Panda LCD and plasma color TVs may enjoy one free-of-charge installation service within one year since the purchase date. Installation service includes seating installation and hanging installation. User may choose either of them.
9.2 In case the installation service required by customer is beyond the free-of-charge standard, for example, requiring reinstallation or relocation, the installation service will be charged (excluding transportation service).
9.3 As for additional accessories required during installation (For example, accessory prices are excluded from those of purchased TVs), corresponding additional expenses will be charged.
2) Service commitment
Service is provided at customer site within 24 hours for the central urban area, within 48 hours for suburb area and reservation service is offered for remote areas.

II. Set-top box
1) Service policy
Whole set-top box is guaranteed for three-month replacement and free-of-charge maintenance for one year. Remote controller is guaranteed for three-month free-of-charge repair. Set-top boxes beyond warranty period are repaired at customer site with materials charged.
2) Service commitment
Provide lifetime free-of-charge maintenance for the product. 100% return visit is required for the Broadcasting Group.

III. Mobile phone
1) Service policy
As per provisions of the national Three Guarantees, mobile phone may be returned within seven days from the purchase date, replaced within fifteen days and repaired free of charge for one year.
2) Service commitment
Mobile phone head is guaranteed for one year, battery for half a year, earphone for three months, and paid maintenance for man-made damage and expiration of warranty period.

IV. Network card
1) Service policy
Basically implement as per provisions of the national “New Three Guarantees”. As for most operators, defective cards with quality problems will be replaced free of charge for three years as per their industry practice, and network cards sold to end users with quality problems will be replaced free of charge for one year. As for some operators, agents and their users, network cards with quality problems will be replaced free of charge for one year, with paid maintenance offered in case of man-made damages or expiration of free-of-charge replacement period.
2) Service commitment
Identify fault within two working days and repair or replace upon contact confirmation.

V. Quartz-sorting machine
Sign maintenance agreement upon expiration of the one-year warranty period. In case of problems, service will be rendered by collecting materials in the form of Assignment Letter. Within the warranty period, service will be rendered in the form of Material Requisition upon signature of general manager, while charging for maintenance after the warranty period.

VI. Reflow soldering, screen printing and material handling machine
1) Service policy
Sign maintenance agreement upon expiration of the one-year warranty period. In case of problems, service will be rendered by collecting materials in the form of Assignment Letter. Within the warranty period, service will be rendered in the form of Material Requisition upon signature of general manager.
2) Service commitment
One-year warranty and lifetime service. Upon receiving a maintenance call, service personnel contacts customer to get to know equipment fault and analyzes fault causes as well as goes to customer’s factory after completing preparation within two hours.

VII. Uninterruptible power supply
Provide spare parts free of charge within the warranty period, while charging in case warranty period is exceeded.

VIII. Products to be charged (subway gate, recharging machine and ticket vending machine)
One-year warranty, charge upon expiration of warranty period and quote upon agreement.

IX. Production line
One-year warranty. Motor and gas cylinder are provided free of charge within the warranty period. Maintenance will be charged after the warranty period.