Version Record

Content

1. Purpose
2. Scope
3. Principles for Replacement
4. Principles for Warranty Judgment
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 products more accurately, to unify the service center's understanding of warranty policy and to enhance customers’ satisfaction.

2. Scope

OPPO's full range of mobile phone products.

3. Principles for Replacement

3.1 Definition

DOA - dead on arrive: The appearance or the function of the phone is found to be already damaged or malfunctioned in the first opening of the color-boxes before being sold
DAP – dead after purchase: Phones 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 and Flow

4. Principles for Warranty Judgment

4.1Appearance Inspection--IW(in-warranty)

Each of the following inspection items must be carefully checked, and all items must meet the warranty conditions before the phone can be warranted.

Type	Description	Warranty Status
Dust into the camera		In-Warranty for camera lens
Damage of SIM card holder rivet		In-Warranty for SIM card holder
Battery Swelling		In-Warranty for the whole machine（Quality Record）
Foreign color dots on the battery cover		In-Warranty for the battery cover（Quality Record）
Keys Missing	Volume keys, power key or other physical keys missing	In-Warranty for the key
Flaking paint-off - resulting from production process）		In-Warranty for paint-off components. （Not including being scuffed to flake paint-off）

4.2 Overall Appearance Inspection- -OOW (out-of-warranty)

Type	Description	Warranty Status
Destructive damage and deformation of the whole phone;	The phone with serious deformation, fracture or missing of the middle frame has been crushed by wheels or damaged destructively. ※Explanation: If the phone is damaged destructively, the whole machine will be out of warranty.	OOW(out-of-warranty)
The bending of the whole phone;	Frame bending: The phone with bending thickness more than 0.5mm is out of warranty. Phone’s deformation may cause damages to the motherboard.	The phone with bending deformation more than 0.5mm will be out of warranty; (Explanation: the thickness of 0.5mm is equivalent to the thickness of 6 sheets of A4.)
Damaged appearance		The damaged components are out of warranty.
The jack is damaged or deformed. /There are foreign bodies that cannot be removed in the jack.	USB port、earphone port or SIM-card slot pot is damaged or deformed	The damaged components are out of warranty.
The outside appearance is dyed;		The appearance component is out of warranty.
Deformed cove		The deformed components are out of warranty

4.3 Screen Inspection

Type	Description	Warranty Status
Cracked screen	The screen (touch screen or display screen) is cracked with obvious stress points.	OOW(out-of- warranty)
	If the screen body is undamaged but with screen functional fault, slight fracturing or missing screen edges (plastic frame), the phone can be repaired as In-warranty;	IW(in warranty)
Cracked screen	There is a single line of small cracks on the screen but without obvious stress point	In-Warranty（Quality Record）
Low glue-intensity of the scree	The screen is open but without cracks or missing parts.	IW
Liquid leakage in the scree		IW
Oxidation layering in the screen	局部或整面变色	IW
Water damage or artificial liquid damage in the scree		OOW(out-of-warranty)
Dust inside the scree		IW

4.4 Electronic Components Inspection

Type	Description	Warranty Status
The shield cover is damage		OOW(out-of-warranty)
The components have been dampened, corroded, or with obvious accumulation of salt crystals		OOW(out-of-warranty)
The mother board has been bended or deformed		OOW(out-of-warranty)
The components have fallen out from the motherboard		OOW(out-of-warranty)
The FPC cable is damaged or fractured		OOW(out-of-warranty)
The phone was disassembled privatel	Anti-disassembly label（fragile sticker）is broken； If the phone is disassembled privately, the phone cannot be repaired as in warranty;	OOW(out-of-warranty)
The battery was disassembled or damaged	Refer to the battery disassembly policy --"Overseas Service Battery Disassembly Instruction V1.3" for judgment	Refer to the document to judge the warranty statu

4.5 Liquid Inspection

Tyoe	Description	Warranty Status
The phone is damaged by liqui	Get more details by referring to Liquid Damage Handset Instruction V1.0_2017111	Refer to the document to judge the warranty status

4.6 Software Detection

The phone has been installed with the unofficial ROM or suffered other software problems:
A) If the problem can be solved for users through flashing or other methods, the problem can be solved for free;
B) If the system still cannot work normally after being flashed to recover, the phone should be judged as “hardware damaged from ROOT” and maintenance fee should be charged;
C) If the root status cannot be judged, the phone should be repaired as In-Warranty.

Type	Description	Warranty Status
Check ROM	OPPO Official System：Color OS system	Being installed with the unofficial ROM will be OOW(Out-of-warranty)
Check the status of  ROOT	1. Phones with the system before Android 5.0: Input the *#808# in the dialing interface, and the phone will enter the "Root Status Detection" under the engineering mode. The display interface of the root status is as follows:   2. Phones with the system after Android 5.0: Press the power key and volume down key at the same time to enter the Recovery Mode----Simplified Chinese-- Disk Detection.  If the phone is without being Rooted, the interface will appear "Disk Detection".	If the detected phone has been Rooted，the phone should be out of warranty. Explanation： 1) If the phone can be recovered after flashing，it can be repaired as IW； 2）If the phone cannot be recovered, the repair should be charge

5. Warranty Judgment for Accessories

The accessories including the adapter, data cable, and earphone can be individually replaced after the appearance detection according to the warranty policy.

Type	Description	Warranty Status
USB cable	1.The plug is deformed or blended	OOW(Out-of-Warranty）
	2.There is a crack on the joint;
	1. There is a crack on the wire.
Earphone	1.The casing of plug is extruded to deform or fracture;	OOW(Out-of-Warranty）
	2.The earphone wire is stretched to deform or extruded to fracture;
Earphone	3. The insulating adhesive of the earphone jack is damaged or deformed;	OOW(Out-of-Warranty）
	4.The dust cloth of the speaker is punctured, or the sound hole is blocked by the obvious oil and other liquid.	OOW(Out-of-Warranty）
Adapter	1. Man-made damage, liquid damage, private       disassembly, etc.; 2. Scan the two-dimensional code above the adapter to check the authenticity. If it is a fake one, the adapter will be out of warranty;	OOW(Out-of-Warranty）

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 that is out of warranty can be repaired as In-warranty)

The guidance will be executed from the date of the issuance and the warranty policy only be subject to this document!