OPPO IoT Products Service Eligibility Guidance
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Version Record
Content
1. Purpose
2. Scope
3. Principles for Replacement
3.1 Definition
3.2 DOA&DAP Eligibility Condition
4. Principles for Warranty Judgment
4.1 Warranty Judgment for power bank
4.1.1 Appearance InspectionâIW(in-warranty)
4.1.2 Appearance InspectionâOOW (out of warranty)
4.1.3 Basic function Inspection (power bank)
4.1.4 Liquid Inspection (power bank)
4.1.5 Software Detection (power bank)
4.2 Warranty Judgment for neck-mounted earphones
4.2.1 Appearance InspectionâIW (in-warranty)
4.2.2 Appearance InspectionâIW (in-warranty)
4.2.3 Basic function inspection (Neck-mounted earphones)
4.2.4 Liquid Detection (Neck-mounted earphones)
4.2.5 Software Detection (Neck-mounted earphones)
4.3 Warranty Judgment for Selfie Stick
4.3.1 Appearance InspectionâIW (in-warranty)
4.3.2 Appearance InspectionâOOW (out of warranty)
4.3.3 Basic function inspection (Selfie stick)
4.3.4 Liquid Detection (Selfie stick)
5. Warranty Judgment for Accessories
| Version | Issuance date | Reversion | Drafted | Reviewed | Approved |
| V1.0 | 2019-07-30 | First Version | HuYun | Zagden | Leo |
Content
1. Purpose
2. Scope
3. Principles for Replacement
3.1 Definition
3.2 DOA&DAP Eligibility Condition
4. Principles for Warranty Judgment
4.1 Warranty Judgment for power bank
4.1.1 Appearance InspectionâIW(in-warranty)
4.1.2 Appearance InspectionâOOW (out of warranty)
4.1.3 Basic function Inspection (power bank)
4.1.4 Liquid Inspection (power bank)
4.1.5 Software Detection (power bank)
4.2 Warranty Judgment for neck-mounted earphones
4.2.1 Appearance InspectionâIW (in-warranty)
4.2.2 Appearance InspectionâIW (in-warranty)
4.2.3 Basic function inspection (Neck-mounted earphones)
4.2.4 Liquid Detection (Neck-mounted earphones)
4.2.5 Software Detection (Neck-mounted earphones)
4.3 Warranty Judgment for Selfie Stick
4.3.1 Appearance InspectionâIW (in-warranty)
4.3.2 Appearance InspectionâOOW (out of warranty)
4.3.3 Basic function inspection (Selfie stick)
4.3.4 Liquid Detection (Selfie stick)
5. Warranty Judgment for Accessories
1. Purpose
The guidance is issued to guide the OPPO service centers and authorized service cooperation agencies to judge the repair of OPPO IoT products more accurately, to unify the service center's understanding of warranty policy and to enhance customersâ satisfaction.
2. Scope
OPPOâs full range of IoT products.
3. Principles for Replacement
3.1 Definition
DOA - dead on arrive: The appearance or the function of the device is found to be already damaged or malfunctioned in the first opening of the color-boxes before being sold.
DAP â dead after purchase: Devices with non-human damage are guaranteed for return or replacement in line with the conditions of return or replacement.
3.2 DOA&DAP Eligibility Condition
| DOA | DAP | |
| With good appearance and normal functions | × | × |
| With good appearance but abnormal functions | â | â |
| With slightly defective appearance but normal functions | â | × |
| With slightly defective appearance and abnormal functions | â | â |
| âââmeans that the replacement is available; â×âmeans that the replacement is unavailable; |
||
4. Principles for Warranty Judgment
| Item | OOW(out of warranty) Condition |
| Out-of- Warranty for the IoT products |
(1) The IoT products is not in warranty period (2) The IoT products has been operated beyond the permission or the requirement of the User Manual (3) The IoT products has been disassembled by the user, any non-OPPO official or non-OPPO authorized service providers (4) The IoT products has been damaged destructively by accidents, misuse, fire, earthquake or other external factors (5) The IoT products has damaged by water, appearance distortion; (6) The SN has been tampered (7) No warranty card or purchase voucher, or the SN in warranty card/purchase voucher is different from product's SN |
| Note: After the IoT product is replaced, the returned IoT product (defective) must be attached with complete accessories. If the IoT product can only be returned, special explanation is required. | |
4.1 Warranty Judgment for power bank
4.1.1 Appearance InspectionâIW (in-warranty)
Each of the following inspection items must be carefully checked, and all items must meet the warranty conditions before the device can be warranted.| Type | Descriptions | Warranty Status |
|---|---|---|
| Low glue-intensity of the shell |  |
IW |
4.1.2 Appearance InspectionâOOW (out of warranty)
| Type | Descriptions | Warranty Status | |
|---|---|---|---|
| Destructive damage and deformation of the whole device |  |
OOW | |
| The bending of the whole device | The device with bending thickness more than 0.5mm is out of warranty. Deformed appearance may cause damage to the battery. |
OOW | |
| The outside appearance staining/paint flaking/ scratching |
 |
OOW | |
| Flaking paint-off | resulting from production processďźNot including being scuffed to flake paint-offďź | IW | |
| The battery is removed privately or damaged |  |
OOW | |
| The device was disassembled privately |  |
OOW | |
| The USB jack is damaged or deformed. There are foreign bodies that cannot be removed in the USB jack. |  |
OOW | |
4.1.3 Basic function Inspection (power bank)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Unable to charge the power bank | 1. Unable to charge ordinary power bank with OPPO ordinary adapter 2. Unable to charge VOOC power bank with OPPO VOOC adapter 3. Unable to charge SUPER VOOC power bank with OPPO SUPER VOOC adapter |
IW |
| Unable to charge the phone with power bank | (1) Ordinary power bank cannot charge the phone (2) VOOC power bank cannot charge or cannot VOOC charge the phone (3) SUPER VOOC power bank cannot charge or cannot super VOOC charge the phone |
IW |
| The charging indicator is abnormal | (1) The charging indicator doesn't work (2) Unable to switch the corresponding charging mode(VOOC/super VOOC) (3) Other functional malfunctions |
IW |
| Abnormal charging | 1. Serious heat during charging 2. Slow charging 3. Fast power consumption |
IW |
4.1.4 Liquid Inspection (power bank)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Damaged by liquid | There is an abnormal sound when shaking the power bank, and the USB jack has obvious water stained and rusted. | OOW |
| Normal appearance, cannot judge whether it is damaged by liquid | IW |
4.1.5 Software Detection (power bank)
If still face abnormal charging issue after replaced new USB cable or adapter, try to flash the latest version software for the power bank. If the problem can be solved for users through flashing software, help users deal with it for free.
4.2 Warranty Judgment for neck-mounted earphones
4.2.1 Appearance InspectionâIW (in-warranty)
Each of the following inspection items must be carefully checked, and all items must meet the warranty conditions before the device can be warranted.
| Type | Descriptions | Warranty Status |
|---|---|---|
| The silicone plug of the earphone has a dimensional deviation and is easy to fall off. |  |
IW |
4.2.2 Appearance InspectionâIW (in-warranty)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Earphone speaker cracking |  |
OOW |
| Decorative sheet cracking/deformation |  |
OOW |
| The earphone wire is stretched to deform or extruded to fracture |  |
OOW |
| Earphone main bracket break |  |
OOW |
| Rupture in button protection silicone sleeve |  |
OOW |
| Multifunction button missing |  |
OOW |
| USB jack silicone plug break |  |
OOW |
| Earphone silicone plug missing |  |
OOW |
| Earphone silicone plug deformation, cracking |  |
OOW |
| The jack is damaged or deformed. /There are foreign bodies that cannot be removed in the jack. |  |
OOW |
| The outside appearance staining/paint flaking/scratching |  |
OOW |
| Deformation of earphone body |  |
OOW |
| The device was disassembled privately |  |
OOW |
4.2.3 Basic function inspection (Neck-mounted earphones)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Abnormal sound | (1) No sound from the speaker, low sound, noise (2)Different sound levels between two speakers (3)No sound from the microphone, low sound, noise |
IW |
| The other function malfunction | 1. Bluetooth is not compatible (not connected, pairing failed, disconnected after connection) 2. Unable to charge, serious heating when charging, fast power consumption 3. Buttons malfunction 4. Abnormal charging indicator 5. Call function malfunction 6. APP compatibility issues |
IW |
4.2.4 Liquid Detection (Neck-mounted earphones)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Damaged by liquid | There is an abnormal sound when shaking the power bank, and the USB jack has obvious water and rust. | OOW |
| Normal appearance, cannot judge whether it is damaged by liquid | IW |
4.2.5 Software Detection (Neck-mounted earphonesďź
If the above problems can be solved for users through flashing software, help users deal with it for free.
4.3 Warranty Judgment for Selfie Stick
4.3.1 Appearance InspectionâIW (in-warranty)
Each of the following inspection items must be carefully checked, and all items must meet the warranty conditions before the device can be warranted.| Type | Descriptions | Warranty Status |
|---|---|---|
| The remote controller is not firmly installed and easy to fall off |  |
IW |
| The selfie stick automatically pulls back after being pulled out |  |
IW |
4.3.2 Appearance InspectionâOOW (out of warranty)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Plastic buckle fails, connecting rod falls off |  |
OWW |
| Tripod deformed/rupture |  |
OWW |
| Phone clamp deformed/rupture |  |
OWW |
| The outside appearance staining/paint flaking/ scratching |
  |
OOW |
| Selfie stick deformation/break |  |
OOW |
| Remote controller lost due to usersâ reasons |  |
OOW |
| Remote controller socket rupture/deformation |  |
OOW |
4.3.3 Basic function inspection (Selfie stick)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Remote controller malfunction | (1) The remote controller cannot connect to the phone (2) Can't take pictures remotely |
IW |
4.3.4 Liquid Detection (Selfie stick)
| Type | Descriptions | Warranty Status |
|---|---|---|
| Water stained in remote controller |  |
OOW |
5. Warranty Judgment for Accessories
The accessories including USB cable can be individually replaced after the appearance detection according to the warranty policy.| Type | Descriptions | Warranty Status |
|---|---|---|
| The plug is deformed |  |
OOW |
| There is a crack on the wire |  |
OOW |
If the charging issues caused by the failure of USB cable, the users can be informed that they can charge the IoT device using the original ordinary USB cable / VOOC USB cable / Super VOOC USB cable of the OPPO mobile phone.
1. If there is any other item without being listed, contact the technical support group of HQ.
2. All the above fault phenomena are only covered within the warranty period, which shall be implemented according to local policies (The swelling battery which out of warranty can be replaced as In-warranty).
The guidance will be executed from the date of the issuance and the warranty policy only be subject to this document! The final explanation right is reserved by Service Department.