Clear, reliable coverage designed to protect business continuity worldwide.
Integrated manufacturing ensures 100% compatibility and fast part availability for quick responses.
Dedicated team fluent in English with deep product expertise for precise, efficient communication.
With authorization, remote health checks, diagnostics, and maintenance minimize downtime.
Engineers can be dispatched for complex deployment or troubleshooting on a negotiated basis.
Marvel Electronic (MWE) is dedicated to providing high-quality, high-reliability LCD digital signage products to our global business customers. We understand the critical importance of business continuity, and therefore, we have designed a clear and efficient after-sales warranty service process to provide rapid responses, resolve issues effectively, and minimize your operational downtime.
This policy outlines your rights, our responsibilities, and the procedure for obtaining service.
Standard Warranty: All MWE products come with a 12-month (1-year) standard limited warranty, effective from the date of shipment.
Warranty Coverage: During the warranty period, for any hardware failures confirmed by MWE Technical Support to be a result of the product's own quality issues, MWE will provide new or functionally equivalent replacement electronic parts free of charge. MWE will also cover the standard shipping cost to deliver these parts to the customer.
To meet the needs of different project lifecycles and provide longer-term protection, we offer flexible extended warranty plans available for purchase with your product:
2-Year Extended Warranty: For an additional 9% of the product sales price, the total warranty period is extended to 24 months (2 years).
3-Year Extended Warranty: For an additional 15% of the product sales price, the total warranty period is extended to 36 months (3 years).
Service Details during Extended Warranty:
Electronic Parts: The replacement of all electronic parts (e.g., mainboards, power supplies) and their associated shipping costs are covered by MWE.
LCD Panel: In the event of an LCD panel failure, MWE will provide a replacement panel free of charge; however, the customer is responsible for the round-trip shipping costs for the replacement panel.
Customized Samples: Are covered by a 1-year standard warranty. MWE will provide free replacement electronic parts, but the customer is responsible for the parts' shipping costs.
Remote & Special Logistics Countries: For countries with less developed logistics networks or extremely high shipping costs, the standard warranty will default to providing free replacement parts only, excluding shipping costs. Please consult your account manager for a list of applicable countries.
War-Torn or High-Risk Regions: For projects in such regions, warranty terms and execution methods will be negotiated on a case-by-case basis.
To ensure you receive service promptly, please follow this procedure:
Step 1: Contact Technical Support
When you encounter an issue, first contact the MWE Technical Support team via email or our designated online portal. Please provide:
Step 2: Remote Diagnostics
Our engineers will first attempt to diagnose and resolve the issue remotely. Many issues related to settings or software can be fixed quickly this way.
Step 3: Parts Dispatch
If remote diagnostics confirm a hardware failure, MWE will dispatch the necessary replacement parts, typically within 2 business days, and provide you with a shipping tracking number.
Step 4: Customer Implementation phase
Upon receiving the replacement part, the customer is responsible for the installation. MWE can provide instructional guides or video support. Unless explicitly requested by MWE, you are generally not required to return the faulty part, saving you time and cost.
DOA Definition: A product that is found to have a hardware failure out of the box, within 30 days of your receipt of the shipment.
DOA Service: Confirmed DOA products receive top-priority support. MWE will immediately ship a brand-new replacement product or critical components and will cover all two-way shipping costs.
This warranty does not apply to any damage or failure caused by:
A) Force Majeure: Including but not limited to natural disasters (earthquakes, fires, floods), acts of war, or other events beyond MWE's reasonable control.
B) Human Factors & Improper Use: Physical damage from dropping or impact; failure to operate or maintain the product according to the user manual; improper installation or operating environment (e.g., poor ventilation, extreme temperatures, unstable voltage); LCD "image retention" or "burn-in" from displaying static images for prolonged periods.
C) Unauthorized Modification & Repair: Any modification to the product's hardware or software without MWE's written authorization; repairs attempted by unauthorized personnel.
D) Software & Viruses: Failures caused by computer viruses, malware, or other software issues.
E) Normal Wear and Tear: Natural cosmetic aging of the product, including its casing and ports.
9.1 Integrated In-House Production & Supply
Description: The vast majority of our equipment is manufactured in-house by MWE, allowing for integrated control from design to final assembly. We do not need to rely on external support for hardware solutions.
Your Advantage: This guarantees 100% compatibility and continuous availability of replacement parts, significantly reducing response times and ensuring the quality and efficiency of our after-sales service.
9.2 Professional All-English Technical Support Team
Description: We operate a dedicated, full-time technical support team whose members are all fluent in English and possess deep product expertise.
Your Advantage: This eliminates language barriers for our global clients, ensuring every communication is clear, precise, and efficient. Your issues are understood quickly and resolved effectively.
9.3 Proprietary Remote Management Systems (CMS/RDM)
Description: Our Content Management System (CMS) and Remote Device Management (RDM) system are developed in-house by MWE.
Your Advantage: With your explicit authorization, our technical team can leverage the RDM system to perform remote health checks, diagnostics, and maintenance on your devices. This allows us to proactively identify potential issues and resolve many problems without shipping physical parts, revolutionizing downtime reduction and simplifying maintenance.
9.4 Global On-Site Deployment & Support Capability
Description: Our core team of technical support engineers holds valid visas for most countries worldwide.
Your Advantage: For large-scale or critical projects, we have the capability to rapidly dispatch engineers to your location for complex installations, deployment, or troubleshooting. This is a negotiable, premium service that demonstrates our commitment to solving even the most challenging issues.
MWE's entire liability under this warranty policy is limited to the repair or replacement as set forth herein. To the maximum extent permitted by law, MWE is not liable for any indirect or consequential damages resulting from product failure, including but not limited to lost profits, lost data, or business interruption.
The final right of interpretation of this warranty policy resides with Marvel Electronic (MWE). We reserve the right to update this policy at any time. For any questions, please do not hesitate to contact us.
