BMV PRO-SUPPORT Service
BMV Support Team
If you are looking to repair a purchased BMV equipment or customize one for your needs, the BMV Support Team is here for you!
Headquartered in Shenzhen, BMV Global Support Center is certified by ISO13485. With over 20 highly-trained engineers and technicians responsive fastly, 90% of issues can be solved remotely. The BMV Support Team is able to:
discuss a possible product modification, meeting your specific research needs
instruct you to troubleshoot a malfunctioning BMV equipment, saving your time
the offer information on product warranty & return, providing the best possible after-sales service
offer in-depth repair to your equipment at affordable prices, saving your costs
Ask Our Experts
If you have bought our products and have technical questions to ask, please find us with the following, our engineers will get back to you within 24 hours!
Email:Service@bmv.cc
Phone:+86 75526564580
Highlights
The warranty covers defects in the manufacturing of the qoods.
The warranty does not cover accidental damage of the goods while in storage or use.
BMV will ensure only authentic/original BMV brand parts are used when servicing equipment.
Failure to use authentic/original BMV parts on or within equipment by customer invalidates warranty.
All BMV ultrasound scanners and accessories are delivered, serviced and maintained by our authorized service center or head office. Staffed by our experienced service personnel ensuring dedicated customer focus and quick turnaround at all times.
BMV LOYALTY PROGRAM
Closer Service Better Healthcare
What chalenges are you Facing? We provide comprehensive solutions to fulfll your business goals Total cost of ownership Cost from all aspects of purchased devices are taken into
Maintenance Systems
Wipe display gently with a lint free cloth. Cleaning cloth and cleaners for glasses/sunglasses work wel. Care should be taken not to scratch the screen.Store in a dry environment. Corrosion
Customer Satisfaction
Input from you helps us improve our products and services. As part of our customer satsfaction program, we contact a sample of our customers a few months after they receive their orders.
Create a support case
Technical questions
Return Material Authorization (RMA)
Status tracking of pending service requests
Consumable and spare parts orders
Phone support
Our helpdesk provides you with prompt
phone support. A team of experienced support engineers is
at your service for any professional assistance
FREQUENTLY ASKED
QUESTIONS
Here are some of the auestions we are often asked,
Can’t find what vou’re looking for? if it’s not
answered below, please get in touch with us here.
Were happy to help.
Can I Upgrade My Ultrasound/X-RAY System’s Software?
What Is BMV’s Warranty for Ultrasound & Handheld X-RAY Devices?
How Do I Obtain Repair Services for My Ultrasound/X-RAY?
You can submit a repair request via our customer portal or contact our support team directly. We offer:
• Remote troubleshooting for software/setting issues;
• On-site repair (available in most regions within 48 hours);
• A loaner device (when applicable) to minimize downtime.
What Makes BMV’s Ultrasound/X-RAY Image Quality Unique?
For ultrasound: We use adaptive beamforming technology to enhance clarity in deep-tissue or high-motion scans (e.g., cardiac imaging).
For handheld X-RAY: Our low-dose, high-resolution sensor delivers sharp images while minimizing radiation exposure—critical for point-of-care use.
How Fast Does an BMV Ultrasound/Handheld X-RAY Boot Up?
• Ultrasound systems: Typically boot in 30–45 seconds, ready for immediate scanning.
• Handheld X-RAY: Boots in under 20 seconds, ideal for fast-paced emergency or clinical settings.
Do You Offer Mountable Options for Ultrasound?
Yes—we provide wall-mount, cart-mount, and mobile stand accessories for our ultrasound systems, allowing flexible integration into clinics, wards, or mobile care units.
How Long Should the Battery Last on My Portable Ultrasound/Handheld X-RAY?
• Portable ultrasound: Up to 6 hours of continuous scanning on a full charge.
• Handheld X-RAY: Supports 100+ exposures per charge (varies by model).
We recommend charging devices after each use to maintain optimal battery life.
Can I Leave My Ultrasound/Handheld X-RAY Outside in the Cold?
No—both devices are designed for indoor use (operating temperature: 10°C–30°C). Exposing them to extreme cold (below 0°C) can damage batteries, sensors, or internal components.
How Quickly Can I Get a Part or Accessory for My Ultrasound/X-RAY?
Most common parts (e.g., ultrasound probes, X-RAY sensors) and accessories are in stock—we ship them within 24 hours for domestic orders, and 2–5 business days for international orders.
What Matters Require Attention When Using Ultrasound/Handheld X-RAY?
• Ultrasound: Avoid dropping probes (use the included protective case); clean the probe head with approved disinfectants after each patient.
• Handheld X-RAY: Ensure proper radiation safety (wear protective gear; avoid direct exposure); store the device in a dry, cool area.
What If My Ultrasound/X-RAY Stops Working After an Error Occurs?
First, restart the device to clear temporary glitches. If the issue persists:
• Check the user manual for error code guidance;
• Contact our support team for remote diagnostics. We’ll escalate to repair services if needed.
How Can I Get More Information about Ultrasound/X-RAY Sensors and Accessories?
You can find detailed specs on our website’s product pages, or reach out to our sales team—they can share accessory compatibility guides, sensor replacement details, and custom solution options.
Customer First, Service Foremost
We believe that a product delivered to a customer is not the end
of business, but the very beginning of long-term good relationship.
All maintenance activities are carried out by our service center
and/or our authorized maintenance center in their respective local
areas; Our qualified service team assure our customer that
wherever or whenever they are, they’ll get warm instructions and
technical support from us and or/our local distributor.
Warranty policy
Follow these easy steps to send in your equipment for repair.
Call a distributor in your country or service center.
In order to complete your ultrasound scanner repairs in a timely manner please include a document in the box with your name, contact telephone number and a brief description of the problems you have been experiencing. The detailed items should be send and requested , please contact with the service center to get the advisement.
We recommend shipping via an air freight companyy that procides you with a tracking number, We typicaly do not insure packages; that is at your discretion.
We aim to complete your repair and return your system as soon as possible.
How to Apply for a Return?
1. Contact our after-sales service department via email (service@bmv.cc) or phone (+8675526564580) to initiate a return application, and provide valid purchase proof (invoice/receipt) as required.
2. Follow the after-sales team’s verification and confirmation process (technical verification for end-user quality issues is required).
3. After the application is approved, send the equipment to the designated BMV return address (to be notified by after-sales staff upon application confirmation).
4. After BMV receives and inspects the returned goods and confirms compliance with return conditions, the refund will be processed as per the policy.
What is BMV’s Return Policy?
Universal Warranty Clause
All pet medical equipment has a 1-year warranty from the purchase date. Warranty covers free repair/replacement of defective parts caused by manufacturing or material faults; normal wear of consumables, man-made damage, unauthorized modification and force majeure damage are not covered by the warranty.
What is the Freight Policy for Returns & Warranty?
1. All return-related freight/insurance/incidental costs for agents and end-users are borne by the applicant (agent/end-user) unconditionally.
2. Warranty service freight: Customers (agents/end-users) bear all costs of sending the equipment to BMV’s designated repair center; the freight for sending the repaired equipment back to the customer is also borne by the customer.
3. All freight and related expenses shall be paid by the customer in advance, and BMV will not bear any reverse freight or expense reimbursement for returns and warranty services.
What is BMV’s Return Address?
After-sales Contact
Email: service@bmv.cc Phone: +8675526564580 WhatsApp:+8613823730538
Policy update: The latest version is posted on BMV official website, subject to the online updated content.
Dispute resolution: Friendly negotiation first; if failed, litigation in the people’s court where BMV is located.