Our corporation will strictly adhere to the buyer's technical specifications and contractual provisions, providing the owner with a warranty period of three years from the date of final product acceptance, with corresponding responsibilities and obligations.
The company directly provides product after-sales service to users, and within the warranty period:
1. Free repair and replacement of products or spare parts with quality issues.
2. Our company has established a dedicated after-sales service team, with dedicated personnel responsible for the team. In the initial stage of product installation, we send personnel to provide service guidance, explain the product's usage functions and maintenance rules, ensure regular follow-up visits to customers during use, respond to customer after-sales service requirements, phone calls or faxes within 10 minutes, and strive to solve the problem within 1-6 hours. If the problem is serious and cannot be solved in a short time, we will provide a written explanation and clarify the solution time.
Advantages of after-sales service network and technology
Since its establishment, the company has been serving the power industry. One important experience of the company in long-term engineering practice is that providing technical support and training to users is considered an important aspect of the entire company's construction. The company has rich experience in product design, installation, testing, and inspection; In addition, the company has a group of specialized talents. The company has 12 professional engineering and technical personnel and 3 professional design personnel, with rich experience in power service engineering, technical experience, and a complete service system. It is fully capable of doing a good job in after-sales service for this project.
After sales service plan
(1) Manufacturer's warranty period
All goods shall strictly comply with the "Three Guarantees" regulations issued by relevant national departments, and the bidding products shall be guaranteed according to the manufacturer's warranty regulations: a 40 year quality guarantee shall be provided.
(2) Regarding other services during the warranty period
All the goods provided by our company can guarantee quality and normal use. During the warranty period, if any quality issues arise after installation and use in accordance with technical specifications (not due to user error), users can enjoy free replacement or repair services. For damages not caused by product quality reasons or caused by user error, we will respond to repairs as soon as possible. The service plan is as follows:
a) Telephone technical support (4008838691)
Users have received training from relevant engineers before using the product. In the event of malfunctions or technical issues during use, they may encounter minor or urgent issues that users believe can be resolved by phone. In order to improve maintenance efficiency, we will do everything possible to eliminate faults through telephone. Please call the technical support hotline for technical consultation and product repair. Our company has also set up a dedicated person in charge and a 24-hour technical hotline for technical engineers to provide telephone technical support and ensure that users can receive timely repair responses.
| Service Level | Response time | |
|---|---|---|
| Phone support time | 7X24 | |
| On site support time | 7×24 | |
| On site response level | Emergency (system paralysis) | Within 30 minutes |
| Serious (affecting system usage) | Within 30 minutes | |
| General (general fault or alarm) | Within 30 minutes | |
| Need technical assistance (does not affect system operation) | Within 30 minutes | |
| On site product replacement | Within 30 minutes | |
b) Home repair service:
Service response time: During the warranty period, after the user reports a repair, our company will send a dedicated person to the user's location to retrieve the faulty product within 2 hours, while providing new products to ensure the normal use of the entire line. And the business personnel from the after-sales service department will make maintenance records, regularly visit users, and collect their valuable feedback. To better improve our after-sales service system.
c) Spare parts:
During the warranty period of the product, in order to ensure the normal use of the product, all bidding products have sufficient spare parts, and the spare parts warehouse provides no less than 3% of the total number of bidding products.
d) Product maintenance:
Regular user follow-up and assistance in organizing user data; Assist users in establishing a comprehensive product management system and provide satisfactory services.
e) Regular follow-up to users:
Our company will also archive and record each user based on the product acceptance form returned by the user. Regularly conduct follow-up visits to users. Timely understanding of user issues during use helps users better utilize the product.
Engineering project implementation plan
The project company has dispatched a team with strong organizational skills and excellent technical skills. Our company has a complete set of organizational plans in terms of supply and construction organization. The following is our specific work arrangement for supply, installation and commissioning, acceptance training, and other aspects.
1. Overall project arrangement:
Step 1: Arrange for organizational stocking
The project leader shall send the product list back to the company for confirmation within half a working day after signing the contract, and the company shall start organizing and arranging production preparations.
Step 2: Product Production Phase
The project leader tracks the production work of the entire product, and the company starts production according to the determined contract list. If there are any problems during the production process, the production leader should coordinate and communicate with the project leader and the user in a timely manner. The schedule is 7 days.
Step 3: Product Inspection Stage
All products leaving the factory must undergo strict factory inspection and can only be packaged for transportation after passing the inspection. The schedule is 2 days.
Step 4: Product transportation stage
All products leaving the factory will adopt strict shock absorption and pressure reduction safety protection measures, and undergo safe product packaging. All equipment will be transported by car, and special vehicles will be arranged for transportation. Our company will be responsible for all costs during the transportation process. The schedule is 2 days.
Step 5: Product installation, debugging, and construction phase
After the product arrives at the designated location of the user unit, it enters the stage of product installation and debugging. The engineering chief is responsible for arranging personnel to count the product and confirm that there is no damage during transportation. After confirming the correctness of the product, the engineering director is responsible for organizing and arranging the installation and debugging of the product. During the implementation process, the project leader and the overall engineering manager should always maintain contact with users to ensure the quality and coherence of the project. The schedule is about 2 days.
Step 6: Equipment Training Phase
After the installation and debugging of the product are completed, the engineering director is responsible for inspecting each installed product one by one, confirming that the product operates normally for 24 hours without any abnormalities, notifying the user that the installation and debugging are completed, requesting the user to organize product use and training, and providing a detailed training plan. The schedule is one day.
Step 7: Equipment acceptance stage
After the product training is completed, the project leader notifies the user to start the product acceptance. The schedule is one day.
2. Beyond the warranty period, our company will also provide the following services:
a) Free telephone and written consultation services;
b) Equipment maintenance, material/equipment replacement, and troubleshooting services with discounted prices; All maintenance spare parts required for the provided equipment/materials during the operation period after the quality assurance period expires, ensuring timely provision of technical support and equipment/material support, and supplying at least the same price as the contract. If the market price drops, the price will be reduced.