Service OfferingsThe statement of post-sales service of 3Com products in China and Japan
Beginning from 13th Nov 2003, H3C Technologies Co., Ltd.(hereinafter shorten form: H3C Corporation) will begin service business in Mainland China (not including Hong Kong, Macau and Taiwan) and Japan. In order to make sure customer can get high quality service, the statement of the service of 3Com product in Mainland China and Japan is described below. This statement will not affect the original partners and channels of 3Com performing any aftersales obligation to customer. This statement will not affect the partners and resellers of 3Com Corp. to perform any post-sales obligation for their customers.
To prevent the interest of previous 3Com products customers from being impacted by the business consolidation of Huawei Co. and 3Com Co., H3C and 3Com discussed discreetly and determined to make fully use of the respective advantage of service and support systems of H3C and 3Com Corp., and provide the customers of 3Com products in China and Japan area the following service:
1.Customers who acquire 3Com’s products from 3Com Co. and its sales channel before Nov 13th, 2003 will continue to receive the services and supports provided by current support system to keep the consistency of service.
2.Customers who acquire 3Com volume products1 from H3C and its sales channel after Nov 13th, 2003 will receive the rapid support provided by current volume product support and service system of 3Com.
3.Customers who acquire 3Com system products2 from H3C and its sales channel after Nov 13th, 2003 will receive the service and support for the system products provided by the support systems of H3C and its partner.
*1,2: 3Com volume products and 3Com system products refer to the following products of 3Com:
3Com system products: SuperStack 3 Switch4005，SuperStack 3 Switch 4007/4007R，SuperStack 3 Switch 4200 series，SuperStack 3 Switch 4400 series，SuperStack 3 Switch 4900 series，SuperStack 3 Switch 40x0 series and NBX network voice products.
3Com volume products: those 3Com products in addition to system products, including Baseline Hub series, Baseline Switch series, Office Connect series, SuperStack 3 Switch 4300 series，SuperStack 3 Switch 3800 series，SuperStack 3 Switch 3300 series ，Wireless series and NIC etc.
The information of support systems of H3C and 3Com Corp. is described below.
I.The support system of H3C
The channel partners of H3C will provide product installation and test services for their direct customers, and will be the user interface for the exchange and repair of hardware in guarantee period; H3C and its value-added-service agents provide back-to-back technical support for its channel partners, and provide direct service and support to customers in emergency.
1.The technical support Web site and technology forum of H3C
Customers can visit H3C’s technical support Web site www.h3c.com/cn/cn/support for technical materials and service information of all products offering by Huawei including 3Com system products. And all the H3C channel partners, value-added-service agents, H3C Network Certified Engineers, and customers can register at the professional technology forum (forum.H3C.com) for communication, and obtain online support from experts of H3C.
2.Technical support e-mail of H3C
H3C channel partners, value-added-service agents, and endusers can ask for technical support by sending e-mail in Chinese or English to Huawei at any time, and will get response in 24 hours at latest.
Channel partners and value-added-service agents use:
Endusers use:
3.Technical support hotline of H3C
H3C provides 7*24 hotline support in Chinese for it’s channel partners and value-added-service agents. Channel partners in Japan area can also obtain technical support from the technical support personnel of H3C in Japan including phone calls.
4.The spare part support system of H3C
In mainland China, when the customer’s products of H3C failed, if this occurred in the guarantee period, please get support with the following steps:
1.Customers request their direct supplier for exchange or repair.
2.When the H3C channel partners accept the require, they will apply for exchange or repair to the contact of spare part in H3C by fax. The contact will provide the channel partner a place (usually the local spare part warehouse of H3C) for returning the damaged part and the connection information of local spare part.
3.The channel sales partner returns the damaged part to the specified place. H3C will return the repaired part to the local spare part warehouse in 25 days and inform the channel sales partner.
4.Customers who purchased Express Service or Advanced Hardware Replacement Service in guarantee period will get good part quickly in the timeframe that engaged in the service contract.
5.If the guarantee period is expired, the customers can purchase the renewal service of H3C.
The information of Spare Center of H3C is described below.
TEL：8657186760198
FAX：8657186760199
5、The complaining channel service of H3C
Have any dissatisfaction in post-sales services of H3C and its partner, customers can send a complaint e-mail in Chinese or in English to the following address: csmd_china@H3C.com, and will get response in 24 hours.
II. The support system of 3com
Contacting 3Com for Technical Support
3Com offers technical support to customers if they were not able to find a solution to their problem even after:
Using the 3Com Knowledgebase
Getting assistance from H3C authorized Network Supplier or Reseller.
Before calling 3Com, please click on this link to Register your Products . By registering before you call the time spent on the call will be greatly reduced. You can also raise Service Requests or Repair Requests (RMAs) for products that are within warranty from this web site
If you still need to contact 3Com for assistance, please call 800 810 3033(China) or 00531616439/03 5977 7991 (Japan). Before calling, please have the following information ready:
The name of the site against which you registered your product
Product model name, part number, and serial number
A list of system hardware and software, including revision levels
Diagnostic error messages
Details about recent configuration changes, if applicable
Technical Support Division of H3C
NOV.13, 2003
