For urgent technical support needs (such as sudden failures of fiber products in key projects), we have an "emergency response mechanism" to ensure timely problem resolution. First, use the emergency contact channel: call the 24-hour emergency technical support hotline (+86 13509628881, marked as "emergency support" when dialing) or send a WeChat message to the dedicated emergency contact (provided to key customers after cooperation). Our emergency technical team will answer the call within 10 minutes and conduct preliminary communication to understand the failure phenomenon (e.g., complete signal interruption, unstable transmission), the impact scope (e.g., whether it affects the entire project operation), and the on-site testing conditions. Second, provide remote guidance immediately: if the problem can be solved through operation adjustment (e.g., re-cleaning the connector, checking the power supply of the optical module), the engineer will guide the on-site personnel to operate step by step via phone or video call, and use screen sharing to display the operation steps if necessary. Third, arrange on-site support if needed: if the remote guidance cannot solve the problem (e.g., internal damage to the fiber), we will dispatch the nearest technical engineer to the site (within 4 hours for cities with our service points, and 24 hours for other regions) and carry spare parts (matching the product model of the failed one) to ensure the fastest repair or replacement. During the emergency handling process, we will assign a dedicated person to track the progress in real time and report to you every 1 hour until the failure is eliminated and the system returns to normal operation.

You can obtain technical documents such as product data sheets and installation guides through three convenient channels. Channel 1: Official website download. Visit the "Products" or "Resources & Support" page of our official website, select the corresponding product category (e.g., Telecom Fiber, Medical Fiber), find the specific product model, and click the "Download Technical Documents" button to get the data sheet (including optical parameters, mechanical properties, and environmental specifications) and installation guide (with step-by-step diagrams). All documents are provided in PDF format, supporting online viewing and offline saving. Channel 2: Contact the sales/technical team. If you cannot find the required documents on the official website (e.g., customized product documents) or have difficulty in operation, you can send a document application email to the sales representative or technical support team, specifying the product model and the type of documents you need. We will send the documents to your designated email address within 2 working days. Channel 3: Factory inspection and collection. If you visit our factory for inspection or technical communication, you can request paper versions of technical documents from the on-site staff, and we can also provide electronic versions via USB flash drive as needed. In addition, we update the technical documents in a timely manner according to product upgrades (e.g., optimizing performance parameters), and will notify long-term cooperative customers of the updated document links via email to ensure you use the latest technical information.

Yes, we provide systematic training services for fiber optic product installation and maintenance to help customers improve operation accuracy and reduce failure risks. The training forms include two types: online and offline. Online training is suitable for small teams or scattered personnel. We provide pre-recorded training videos (covering basic installation steps, common operation errors, and simple maintenance methods) and live webinars (held monthly, with engineers answering questions in real time). You can apply for access to online training resources through the "Resource Center" on the official website, and the training materials (PPT, operation manuals) can be downloaded for free. Offline training is mainly for large customers or project teams (with more than 10 participants). We will send senior engineers to your site or hold training sessions in our company's training center. The offline training includes practical operations (e.g., fiber fusion splicing, connector cleaning, OTDR testing) and case analysis (sharing typical installation failure cases and solutions), and provides a training certificate after the training is completed. The training content can be customized according to your needs (e.g., focusing on medical fiber maintenance or industrial-grade fiber installation), and you only need to confirm the training time and content 2 weeks in advance.

If you encounter product quality problems during use, please follow this after-sales process to ensure efficient resolution. Step 1: Collect problem evidence. Take photos or videos of the problem (e.g., fiber jacket cracking, abnormal signal attenuation), record basic usage information (installation time, daily operating temperature, application scenario), and note the product model, batch number (printed on the product outer packaging), and purchase order number. Step 2: Submit a after-sales application. Send the above information to our after-sales email (supported by the contact information on the official website) or contact the sales representative who followed up on the order. We will confirm the receipt of the application within 1 working day and assign a dedicated after-sales specialist. Step 3: Problem verification and solution. If the problem is easy to identify (e.g., obvious manufacturing defects), the after-sales specialist will propose a solution (replacement, repair, or refund) within 3 working days according to the warranty policy. If further testing is required (e.g., signal attenuation exceeds the standard), we will guide you to use professional testing equipment (e.g., optical power meter, OTDR) to collect test data; if you do not have testing conditions, we can arrange for the product to be returned to the factory for testing (the round-trip shipping cost will be borne by us if it is confirmed to be a quality problem). Step 4: Execute the solution. After confirming the solution with you, we will arrange replacement products for shipment (standard products within 3-5 working days) or process the repair/refund procedures, and track the progress until the problem is completely resolved.

We provide multi-channel technical support for fiber optic product selection and application matching. First, you can directly contact our dedicated technical support team via the official email (wszking1970@126.com) or phone (+86 13509628881). Our technical engineers with over 5 years of industry experience will reply within 24 working hours, and you only need to provide basic information such as application scenarios (e.g., data center short-distance transmission, medical device signal transmission), required transmission distance, and bandwidth requirements. Second, we have a "Product Selection Guide" page on our official website. You can enter key parameters (fiber type, core count, temperature resistance range) to obtain preliminary product recommendations, and download technical data sheets (including optical performance parameters, mechanical properties, and environmental adaptation indicators) for reference. In addition, for large-scale projects (e.g., municipal communication network construction, hospital equipment upgrading), we can arrange on-site technical communication. Our engineers will conduct on-site surveys of the application environment, analyze potential risks (e.g., electromagnetic interference, temperature fluctuations), and provide customized product matching solutions and installation suggestions.

The process for modifying or canceling an order depends on the order’s production status, and we need to balance customer needs and production efficiency. 1. Order modification: If the modification request is submitted within 24 hours after the order is confirmed and before production starts (e.g., adjusting the fiber count, jacket material, or delivery address), customers can send a written modification application to our sales team via email. The sales team will confirm the feasibility with the production department within 1 working day and reply to the customer (if the modification involves additional costs, the cost adjustment will be specified). Once confirmed, the order contract will be updated, and production will proceed according to the modified requirements. If production has already started, modification may not be possible (e.g., if the fiber has been drawn or the jacket has been extruded), and the sales team will provide alternative solutions (such as adding a new supplementary order). 2. Order cancellation: If cancellation is requested before production starts, customers need to submit a written cancellation application. After we confirm that no production materials have been procured, the advance payment (if any) will be refunded within 3 - 5 business days (a 5% administrative fee may be deducted for order processing costs). If production has started or materials have been procured, the cancellation fee will be calculated based on the progress: 30% of the total order value if production is less than 50% complete, and 50% if production is more than 50% complete. All modification and cancellation requests must be in writing (email or signed document) to avoid disputes, and the final confirmation will be sent to the customer via the order update notice.

Yes, we provide sample orders to help customers verify product performance before mass procurement. The terms for sample orders are as follows: 1. Sample scope: We can provide samples of all standard fiber products (such as 100m - long single - mode/multi - mode fiber cables) and simple customized samples (such as samples with LSZH jackets). Complex customized samples (such as special - parameter laser fibers) may require additional development costs. 2. Sample quantity: Generally, 1 - 2 pieces per product type are provided for free; for quantities exceeding 2 pieces, a reasonable sample fee (usually 50% of the mass production unit price) will be charged. 3. Sample fee refund: If the customer places a mass order (with a total value exceeding $10,000) within 3 months after receiving the samples, the sample fee paid will be fully refunded in the mass order payment. 4. Shipping cost: The customer is responsible for the shipping cost of sample orders. We can arrange shipment through the customer’s designated carrier or our cooperative express (DHL/FedEx) and collect the shipping cost in advance. 5. Lead time for samples: Standard product samples can be shipped within 2 - 3 business days; simple customized samples take 5 - 7 business days.

We cooperate with well - known international logistics carriers to ensure stable and efficient transportation. For small - batch shipments (weight below 50kg, volume below 0.5m³), we mainly use express services such as DHL, FedEx, and UPS, which usually take 3 - 7 business days to reach most countries/regions. For large - batch shipments (weight above 500kg or volume above 5m³), we cooperate with freight forwarders to provide sea freight (FCL/LCL) and air freight services: sea freight takes 20 - 40 days (depending on the destination port), and air freight takes 5 - 10 days. After the order is shipped, we will send a logistics confirmation email to the customer within 24 hours, including the carrier name, tracking number, and official tracking link (such as DHL’s official website or the freight forwarder’s tracking platform). Customers can enter the tracking number on the corresponding platform to check real - time logistics information (such as departure, transit, customs clearance, and delivery status). Our customer service team can also assist in querying logistics progress if there are delays or abnormal conditions.