Warranty Period: Meet The Customer's Needs.
Warranty Period Description
After users report faults through channels such as phone calls, faxes, emails, QQ, and wechat, we will respond within 2 hours.
01
According to the severity of the fault and the scope of its impact, the priority of handling should be classified. In case of emergency failure, immediately activate the emergency response plan to ensure priority resolution.
02
Faults that can be remotely guided and resolved are dealt with immediately. For those that need to be resolved on-site, negotiate and confirm the solution and time with the user to ensure completion within the agreed time.
03
If equipment replacement is required, new machines should be provided first to meet the on-site usage needs. Fill out the "User Service Form" and have it signed and confirmed by the user to ensure the traceability of the service.
04
After the service is completed, the handling results are synchronized to the first fault feedback person to form a closed-loop management.
05
Conduct regular quality inspections of on-site services to ensure that the service quality meets the standards.
06
The country is divided into six major service areas, with resources uniformly allocated by the after-sales service department to achieve "nearby service and rapid response".
07
Set up a 24-hour after-sales service hotline (phone /QQ/ wechat) to accept inquiries and fault reports around the clock.
08
Regularly optimize the service network and adjust the layout of service sites according to the distribution of users and changes in demands.
09
① Free service during the warranty period (including labor, spare parts and logistics). ② Free technical support for life outside the warranty period. ③ Consumable parts are available at discounted prices, and maintenance services enjoy discounts. ④ All fee details are clearly informed to users before the service to ensure there are no hidden fees.
10
Service Process
Users can submit problems through any channel, and detailed information such as the fault phenomenon and occurrence time will be recorded.
Respond and make a preliminary diagnosis within 2 hours, and determine the handling method based on the priority of the fault.
Provide remote guidance or make an appointment for on-site services (including machine replacement), formulate detailed solutions and communicate with users for confirmation.
Provide services in accordance with the solutions to ensure the quality and efficiency of the services.
Fill out the "User Service Form", have the user sign it for archiving, and record the service process and results.
Synchronize the processing results with users, archive them for future reference, conduct satisfaction surveys on the service, and collect users' opinions and suggestions.
Within a certain period of time after the service is completed, conduct follow-up visits to the users to understand the usage of the equipment and ensure that the problems are completely resolved.
Services Outside The Warranty Period
Lifetime free guidance on product usage and maintenance is provided.
Vulnerable parts are supplied at cost price.
Provide exclusive service plans for long-term customers and give priority to handling faults.
Service Supervision
· If you have any objections to the service process or result, you can call the supervision hotline: 0917-3605355. Our company will verify within 24 hours and provide feedback on improvement measures.
· Regularly evaluate and improve the service quality to continuously enhance the service level.
