FANDAN Customer Service Upgrade: 7×12 Online Support with Rapid Response

Zhejiang Lading Technology Co., Ltd. officially releases this service upgrade announcement. To continuously enhance the global customer experience, starting from June 1, 2024, FANDAN Smart Lock will officially upgrade its full-channel customer service to a 7×12-hour online response mechanism, ensuring that every user receives more timely and professional technical support during project operations and device usage.

Background

With FANDAN smart lock products exported to 28 countries and over 10 million sets installed globally, customers' demands for after-sales response efficiency are increasing. We understand that in apartment management, hotel operations, homestay receptions, and public rental housing scenarios, any equipment issue may directly affect the occupancy experience and operational efficiency. This upgrade aims to shorten the problem resolution path, allowing partners and end users across 20+ country markets to access human customer support during working hours regardless of time zone, reducing operational losses caused by waiting, and further fulfilling our brand promise of hardware and software one-stop service.

Details

• Extended Service Hours: The previous weekday 9:00-18:00 online support is now upgraded to 7 days a week, 12 hours a day (8:00-20:00) uninterrupted online support, covering weekends and statutory holidays, completely eliminating the pain of waiting for urgent project issues on weekends.
• Integrated Response Channels: Unified access through the LDLOCK App, LDRENTING Manager, BLUELOCK Mini Program, and [FANDAN official site](https://store.fandanlock.com) online customer service portal. There is no need to switch platforms to submit tickets, with historical records synchronized across all platforms.
• Product Coverage: This upgrade covers all currently available hardware models, including F15, F18, B60, F19, F7PRO+, F17, F25, F25MINI, P20, P30, P40, P60, G20PRO, FH01, F21, FF01, FF03, FF06, F11, F10PRO, F8PRO, F9AUTO, F9S, F9SE+, F9PRO+, B50 smart locks, as well as supporting devices such as K3 Access Control, E5 Card Issuer, energy-saving switches, and smart water/electricity meters.
• System Version Support: Simultaneously supports technical consultation, remote diagnosis, and troubleshooting for four system versions: TTLOCK, Tuya, BLUELOCK, and FANDAN.
• Software Platform Synchronization: All six software platforms—LDLOCK, LDRENTING Manager, BLUELOCK, FANDAN PMS, FANDAN HOME, and FANDAN CARD ROOM—are within the service scope, covering account configuration, permission settings, data reports, and other operational guidance.
• Rapid Response Standards: General technical inquiries receive a response within 3 minutes, complex faults receive a preliminary troubleshooting plan within 30 minutes, and customized issues requiring factory intervention receive progress feedback within 12 hours—a significant reduction from the previous average feedback cycle.

What You Need to Do

No additional action is required on your part; the 7×12-hour service will take effect automatically starting June 1, 2024. Your existing customer service accounts, historical tickets, and contact methods remain unchanged. To access online support, please log in to the [FANDAN official site](https://store.fandanlock.com) and click the customer service icon in the lower right corner, or initiate a conversation through the built-in customer service portals in the LDLOCK App, LDRENTING Manager, or BLUELOCK Mini Program. We recommend preparing your device model (such as F25, P30, or P60), system version, and project information before consulting, so that our agents can quickly pinpoint issues. Customers who do not take any action will not be negatively affected; all rights and benefits will be automatically transferred.

FAQ

**Q1: Is the 7×12-hour service charged extra?**

A: No. This customer service response upgrade is open to all FANDAN smart lock and software platform users as part of our standard after-sales service enhancement, with no additional service fees.

**Q2: What if I encounter an issue outside service hours (after 20:00)?**

A: You can still submit a ticket through the official website or App. Our team will prioritize overnight urgent tickets starting at 8:00 the next day. Meanwhile, our knowledge base and video tutorials remain open 24/7 for self-service.

**Q3: Can overseas users enjoy the same response speed?**

A: Yes. The FANDAN customer service team has optimized shifts based on business characteristics across 28 export countries, ensuring human agent coverage during working hours in major overseas time zones.

**Q4: Does this apply to OEM/ODM customers?**

A: Yes. OEM/ODM partners and brand customers enjoy the same 7×12-hour technical support channel. Dedicated consultants will synchronize service details with you.

Contact Us

7×12 Online Support: Please visit the [FANDAN official site](https://store.fandanlock.com) and click the chat window at the bottom right. Hotline: Please refer to the latest service number published at the bottom of the FANDAN official site. Online Portal: Built-in support access in LDLOCK, LDRENTING, and BLUELOCK is open around the clock. Dedicated Consultant: Signed partners may contact your sales manager directly for one-on-one assistance.

Get Started Now: If you are an apartment, homestay, hotel, or public rental housing operator, apply for [Get Free Sample](https://store.fandanlock.com) to experience FANDAN's reliable hardware and 7×12 rapid service firsthand.