Service Support

Service Support

Service Support

SERVICE PROCESS MANAGEMENT

Service Process Management

Scope of Application

This standard applies to all products sold by our company.

After-sales Service Management Standard

(1) After-sales personnel must be patient and meticulous when answering after-sales calls, thoroughly understand the situation and keep accurate records, and promptly notify the field service team for resolution.

(2) After-sales personnel will arrange an appointment by phone; they can provide operational guidance over the phone or, if necessary, arrive on-site within the time agreed upon with the customer.

(3) Conduct on-site after-sales analysis and perform repairs based on the equipment’s condition.

(4) After-sales Handling: Establish an “After-Sales Service File.”

Acceptance of after-sales service requests

Upon receiving a customer call, first obtain detailed information about the after-sales issue, maintain thorough records, and establish an after-sales file for the customer. Verify the product’s specific details (purchase date and purchasing entity) and confirm this information with the purchasing entity.

Specific Disposal Standards

(1) If the repair is caused by factors beyond our control, we will explain the situation to the customer, work with them to analyze the possible causes, and discuss with them a plan for resolving the issue going forward.

(2) In the event of a quality issue on our part, we will promptly dispatch personnel to the site, provide a thorough explanation to the customer, take photographs, and solicit the customer’s assessment of the estimated repair costs. We will then document the details in our records, bring the defective product back to the company for discussion at a regular meeting to determine an appropriate course of action, complete the “Customer Complaint Form” for factory‑level inspection and verification, and keep the customer informed of the progress in resolving the complaint.

AFTER-SALES SERVICE

After-sales service

* Please provide accurate information, and we will contact you promptly.

Submit