Support Policy

Mục lục

ECUTools.vn is committed to delivering absolute customer satisfaction through our support policies before, during, and after the purchase. We always accompany our customers throughout every stage, from initial consultation to full mastery of the product. Below are the details of our support policies.

Pre-Sales Support

Expert Consultation

Before making a purchase decision, our technical and sales teams provide in-depth consultation on products that best suit the specific needs and requirements of our customers. We are always ready to listen and offer the most optimal solutions for each unique case.

Personalized Consultation:

We understand that each customer has unique needs and requirements. Therefore, ECUTools.vn offers personalized consultation services to help customers choose the products and solutions that best match their intended use. Our experts will thoroughly analyze the customer’s requirements and recommend the most optimal products based on their extensive industry experience and knowledge.

Product Demos

To help customers better understand our products, we offer live demos or video demonstrations. Customers will have the opportunity to directly experience the products before purchasing, ensuring that the products fully meet their expectations.

Transparent Information

We provide complete and accurate information regarding the origin, features, and performance of our products. Customers can rest assured about the quality and transparency of the products they choose.

During Sales (Delivery)

On-Site Delivery

When customers visit our company in person, we provide a detailed and comprehensive delivery process to ensure they can use the equipment most effectively:

- Device Preparation: Customers should prepare their personal computers in advance so that we can install the necessary software and drivers. Our technical team will assist in installing essential programs such as pinout lookup tools and device usage software.
- Hands-On Guidance: Customers will be guided on how to use the equipment through available ECU boxes at the company. We encourage customers to bring the ECU they wish to work on for direct practice on-site.
- Recording the Instruction Process: The entire instruction process will be recorded as a screen video, which will be sent to the customer so they can review it at any time.

Remote Delivery

For customers who are far away or international, ECUTools.vn offers remote support through the following steps:

- Preparation in Advance: We will send instructional materials and product demo videos in advance for customers to review and prepare.
- Remote Software Installation: Our technical team will install the software and drivers remotely via TeamViewer, ensuring the device is ready for use as soon as the customer receives it.
- Guidance on Connecting and Using the Device: Customers will be instructed on how to connect the device to the ECU box or vehicle (if the device supports OBD2) and how to use the software through live remote guidance sessions. This process will also be recorded and sent to the customer for later reference.

Immediate Support for Issues During Delivery

During the process of receiving and starting to use the equipment, if customers encounter any difficulties, we provide immediate support:

- Installation Difficulties: If customers encounter issues with software or driver installation, we will provide detailed guidance over the phone or remotely via TeamViewer to resolve the problem immediately.
- Device Connection Issues: In case customers face difficulties in connecting the device to the ECU box or vehicle, our technical team will provide step-by-step instructions to resolve the issue. If necessary, we will perform a remote connection to check and adjust the settings.
- Software Usage: If customers are unclear on how to use the software, we will offer specific instructions, clearly explaining each function and how to use it. This may include recording screen videos and sending them to customers for future reference.
- Recording the Support Process: To ensure customers can review the support steps whenever needed, the entire support process will be recorded as a screen video. This video will then be sent to the customer for future reference.
- Diverse Support Channels: We offer support channels via Zalo and Whatsapp so customers can easily and quickly reach out to us:
  - Zalo: +84.899.402.402 (for domestic customers)
  - Whatsapp: +84.899.402.402 (for international customers)

Post-Sales Support

Continuous Technical Support

After purchasing, we continue to accompany customers to resolve any issues that arise:

- Providing Pinout and Support Materials: Upon request, we provide complete pinout information by module, making it easy for customers to refer to and use during their work.
- Software Usage and Troubleshooting: Our technical team is always ready to assist customers in using the software and resolving any issues that arise. If a problem occurs, customers can contact us for timely support, including remote checking and troubleshooting of software errors.
- Logging Issues and Communicating with Developers: In case of complex errors, we will log the support process and communicate with the software developers to thoroughly resolve the issue for the customer.
- Post-Sales Support Channels: We provide post-sales support via Zalo and Whatsapp, ensuring customers can reach out anytime they need assistance:
  - Zalo: +84.899.402.402 (for domestic customers)
  - Whatsapp: +84.899.402.402 (for international customers)

Warranty Support

We offer reliable warranty services for products purchased from ECUTools.vn. The warranty process includes:

- Confirming Fault Conditions: When receiving a warranty request, we will confirm the device’s fault conditions through detailed remote checks, including collecting full information about the ECU box, software version, and error description video.
- Warranty Processing: After confirmation, we will promptly process the warranty, including repairing or replacing the device if necessary. The warranty process is carried out quickly and efficiently, ensuring the customer receives a fully functional device as soon as possible.

Flexible Return Policy

If customers are not satisfied with the product, we offer flexible return options:

- Store Credit: Customers can choose to store credit at our store for use in future purchases.
- Exchange for Equivalent Product: Customers can exchange for an equivalent product or pay the difference if they wish to upgrade to a higher-value product.
- Refund: If customers choose a refund, this process will be handled within 3 business days from the date the refund request is approved.