Step 1. ONLINE/REMOTE SUPPORT

You can visit our website for online support, contact us directly, or reach out to your main point of contact for assistance. If the issue is not resolved, a physical inspection of the product will be required.

Step 2. PHYSICAL SUPPORT

If the Technical Representative cannot correct the problem by online/remote support methods.

• For hand-carried units, customers are required to ship the unit to our office for inspection at their own expense..
• For fixed or bulky units, such as security products like X-ray scanners, turnstiles, and boom barriers, on-site support will be required. For units outside Metro Manila, additional charges will apply based on the location.

If the issue is not resolved after the physical checkup, the unit will be moved to the RMA process for further evaluation and repair.

Step 3. WARRANTY VERIFICATION

After completing Steps 1 and 2, we will determine whether the product is under warranty.

• For units under warranty, the process will continue as per the warranty terms.
• For units not under warranty, we will provide a Physical Report and a quotation for your review and approval. This quotation will cover the charges for further/internal check-up and administrative fees before proceeding with any repairs.

Please note: ⚠️ Payment must be settled before proceeding.

Step 4. CHECKUP & DIAGNOSIS

Once confirmed, we will conduct a comprehensive evaluation of the issue and notify you of any potential charges, including costs for parts not covered under CCS’s warranty policy.

• For units under warranty, we will proceed with the necessary inspection, repair, or replacement in accordance with CCS’s warranty policy.
• For units not covered under warranty, a comprehensive Internal Technical Report (ITR) and quotation will be provided, detailing the repair costs and necessary parts. Repairs will only proceed upon your formal approval.

Please note: ⏳ Estimated Time: 2-3 business days

Step 5. REPAIR

Once the repair is completed, the unit will be returned to you along with a Final Assessment Report (FAR) detailing our findings and the corrective actions taken.

Please note: ⚠️ Payment must be settled before proceeding.

⏳ Estimated Time: 2-3 business days

Step 6. RETURN OF THE UNIT

For units under warranty, the unit will be returned at our expense.

For units not under warranty, return shipping or delivery costs will be shouldered by the customer.

Please note: The unit can be shipped via Lalamove, LBC, other couriers, or delivered by our team, depending on the agreed arrangement.