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Generalscan Care

Thank you for selecting Generalscan products. We appreciate your trust and would like to assure you of our unwavering commitment to providing dedicated support for any issues you may encounter with your device. With over two decades of experience in research and development, our highly skilled engineers possess the expertise to promptly address any hardware-related concerns.
At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued customers. With this core belief, our dedicated team strives to provide expedited diagnosis and restore your product to its optimal functionality in the shortest possible time. We stand firmly behind every Generalscan device we offer, ensuring your complete satisfaction.
You can find comprehensive information regarding our policies, warranty plans, the repair process, and relevant contact details to assist you in achieving the desired operational level. Our warranty programs adhere to stringent standards and are exclusively administered by authorized Generalscan engineers, ensuring consistent and exceptional service.
Furthermore, our upgraded care programs not only provide comprehensive coverage for manufacturer defects but also offer exclusive benefits and extended coverage options, ensuring an enhanced experience for our valued customers.

To ensure your utmost satisfaction and uninterrupted operation, Generalscan proudly presents the Fundamental Care warranty, providing you with a complimentary two-year coverage for Generalscan wearable scanners, with a six-month coverage for battery. And one-year coverage for Generalscan other products lines. Our global service bureau is wholly dedicated to supporting the Basic Care warranty, which is designed to minimize your risk and maximize your comfort level.

At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued custome

Comprehensive Coverage

Fundamental Care offers a free two-year warranty for Generalscan wearable scanners, batteries are covered for six months. And one-year coverage for Generalscan other product lines, guaranteeing protection and peace of mind.

At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued custome

Online Repair Request for RMA

Fundamental Care offers Online Repair Request for Return Merchandise Authorization (RMA) service to provide you with a convenient way to request device repairs. Our dedicated team can handle your request at the first time.

At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued custome

Efficient Turnaround Time

The repair time for Fundamental Care is aligned with our in-house repair process, ensuring a swift turnaround time of 7 days. We prioritize minimizing any disruptions to your operations.

At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued custome

Delivery Cost Coverage

After the repair process, Generalscan covers the one-way outbound delivery cost from Authorized Service Center to our partner, ensuring a seamless and cost-effective service experience.

At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued custome

Free Firmware Upgrade

Please note that Fundamental Care offers complimentary firmware upgrades to ensure your devices remain up to date.

At Generalscan, we firmly believe that our care and service personnel represent the face of our company to our valued custome

Internet Help Desk

Our dedicated internet help desk is readily available to assist you with any technical inquiries or support needs you may have.

Generalscan Care Guide

Category
Fundamental Care
Premium Care
Exclusive Care
Device
2 years(Wearable Scanners) / 1 year(Other Product Lines)
3 years(Wearable Scanners) / 2 years(Other Product Lines)
5 years(Wearable Scanners) / 3 years(Other Product Lines)
Battery
6 months
1 year
2 years
Other Accessories
3 months
1 year
2 years
Device Commissioning(Configuration Management)
O
O
O
Internet Help Desk
O
O
O
Online Repair Request for RMA
O
O
O
Device Diagnostic Service
O
O
O
Repair - Manufacturer Defect
O
O
O
Repair - Normal Wear & Tear
X
X
O
Repair - Latest firmware Upgrade loaded
O
O
O
Repair - Accidental Breakage
X
X
O
Turnaround Time - Repair response time
2 days at most
24 hours
24/7
Turnaround Time - In house repair time
7 days
5 days
3 days
Turnaround Time - Return Shipping
UPS Worldwide Expedited
UPS Express Saver
UPS Worldwide Express
Shipping Cost - Inbound
X
X
O
Shipping Cost - Outbound
O
O
O
1 or 2 years renewal
X
X
O
Battery Replacement
X
X
O

  • GeneralscanCare is available for purchase exclusively for paid devices and batteries. The purchase of GeneralscanCare must be made within 90 days of the shipping date of the Generalscan product. Generalscan Care becomes active starting from the date the purchase order is received, except for Basic Care.

  • Exclusive Care warranty period is up to 7 years.

  • Generalscan can provide customized warranties after prior consultation for exceptional situations not covered by Generalscan Care.

  • Out of Coverage

    • Warranty Coverage does not cover any of the following cases:- The warranty is void if unauthorized service centers or unqualified individuals perform repairs on the equipment.

    • Original factory serial numbers have been tampered with, removed, deleted, or damaged.

    • Damages caused by improper use, including inappropriate packing, opening, assembly, installation, removal, and similar actions.

    • Damages are intentionally caused by external impacts.

    • Damages resulting from abnormal use or abuse of the product.

    • Damages are caused by unauthorized dismantling, intentional damage, accidental incidents such as fire, theft, or war, as well as disruptions due to natural disasters like floods or earthquakes.

  • 1 or 2 years Renewal: Customers who purchased the Exclusive Care warranty program can renew their coverage before their existing warranty expires. Renewal can be for 1 or 2 years. The pricing for renewals can be discussed with the sales manager. The same terms and conditions as the original warranty apply to the renewal period.

  • Battery Replacement: Customers who purchased the Exclusive Care warranty program can replace a new battery. The price for this replacement can be discussed with the sales manager. 

  • Internet help desk: For suitable assistance, you can access the Generalscan official website at www.generalscan.cloud or get in touch with a dedicated regional service manager.

  • In-house repair time does not include time in transit to or from the depot or time waiting for customer response for information. 

  • Return shipping: Products returned from authorized service centers in China, Germany, and the Netherlands are shipped with varying delivery timeframes via UPS, depending on the Care level. For returns from Mexico, different delivery timeframes are provided through DHL, based on the Care level. The choice of courier service for returns from other global regions is contingent upon the specific circumstances of the local authorized service center.

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