After-sales support
After a repair or pre-owned purchase, contact your dedicated customer service on WeCom with usage questions, problems or feedback.
Your dedicated WeCom contact first answers questions and registers the issue. Formal after-sales handling or return eligibility depends on the situation, order and applicable rules. If it cannot be confirmed remotely, customer service will explain the next step.
Message your dedicated WeCom contact first
After-sales support starts with your dedicated customer service contact. You do not need to decide whether the issue qualifies for warranty, return or exchange first. Customer service will help assess it and arrange the next step.
- After a repair, you can report usage questions, unusual behaviour or feedback on the service.
- After buying a pre-owned device, you can also report problems directly.
- Customer service follows up after receiving your message. If more handling is needed, they explain what information to provide and how to proceed.
Repaired devices: from questions to after-sales handling
Send your question or feedback
After repair, message your dedicated WeCom contact about usage questions, device issues, the repair result or your service experience.
- What you need to do
- Identify the order, device and current question. Say directly if the device can no longer be used normally.
Customer service responds and records the issue
Customer service first helps answer the question and records the after-sales issue in the system for continued follow-up.
- What we do
- Record the issue, responses already provided and anything requiring further follow-up.
Escalate to formal after-sales handling if needed
If the device cannot be used normally, or you explicitly express dissatisfaction or feedback about the repair or service, customer service escalates the issue into the formal after-sales process.
- What we do
- Check the original order and repair records, explain the next steps and continue following up.
Continue through the after-sales process
Customer service assists remotely where possible. If the issue cannot be confirmed remotely, an in-store or mail-in inspection is arranged according to the device’s condition.
Pre-owned purchases: assessment, returns and exchanges
Report the device issue
If a problem appears while using a pre-owned purchase, message your dedicated WeCom contact.
- What you need to do
- Provide the order, device details, symptoms and when they began.
Customer service helps assess it
Customer service considers the order, delivery inspection information and current behaviour.
- What we do
- Explain what can currently be confirmed. If messages alone are insufficient, explain what further information or inspection is needed.
Arrange an eligible return or exchange
Once the applicable return or exchange conditions are confirmed, customer service promptly arranges handling and explains what to do next.
What to include in your message
- The original order or service date, model and identifying device details.
- Your question or problem, when it started, what triggers it and the usage environment.
- Whether you continued using the device, and any drops, liquid exposure, disassembly, repairs or system operations after the issue began.
- Clearly tell customer service if you are dissatisfied with the repair result or service.
- If safe to provide, include relevant photos, videos or error messages.
Safety and personal information
- If the device swells, leaks, smokes, smells unusual or becomes abnormally hot, stop using and charging it immediately and keep it away from flammable materials.
- If condition is uncertain after liquid exposure or severe structural damage, do not repeatedly power on, charge or disassemble it yourself.
- Redact phone numbers, addresses, payment details and other unrelated personal information from order records.
- Do not send Apple Account passwords, verification codes or unrelated device content.
- Do not continue potentially dangerous actions or worsen a fault just to record it.
How issues are assessed
- Repair issues are checked against the original order, actual work and relevant service records.
- Pre-owned issues are checked against the order, delivery inspection and disclosed condition.
- Where inspection is needed, the current device condition and actual findings inform the assessment.
- Warranty, return and exchange eligibility remains subject to the relevant order and applicable formal service rules.