Service Commitment
Service commitment
1. Establish complete sales/production/customer service files to ensure traceability according to ISO standards.
2, warranty period: one year; and the implementation of life-long maintenance.
3, quality three guarantees: if due to our design or manufacturing reasons, the implementation of repair, return, replacement.
4. Adhere to the implementation of pre-sale and in-sale services for customers, fully understand user needs and process requirements, provide customers with excellent solutions and master process dynamics.
5. Establish and improve standardized installation/commissioning/training documents, provide technical support for users, and train relevant technicians and operators for users in a timely manner.
6. Any information transmitted by users/customers shall be recorded in detail, and complaints/complaints from users/customers shall be treated warmly and sincerely, and timely reply, explanation and after-sales maintenance shall be made.
7. Regularly track the operation of equipment to ensure normal operation and implement "customer care project".
8, never satisfied with the status quo, continuous improvement, and constantly improve the level of service.
Installation and commissioning
Installation and commissioning
Requirements for installation and commissioning:
1. As there are strict regulations on safety in logistics transportation, for hydraulic lifting machines, the buyer shall bring its own "46# hydraulic oil" so as to lift the machine during debugging.
2. The supplier shall communicate with the demander before or after delivery, determine the schedule and inform the demander to make various preparations (water/electricity/gas, etc.).
After Sales Service Guide
1. preparation, equipment installation, training, and confidentiality of commercial and technical secrets:
1. As there are strict regulations on safety in logistics transportation, for hydraulic lifting machines, the buyer shall bring its own "46# hydraulic oil" so as to lift the machine during debugging.
2. The supplier shall communicate with the demander before or after delivery, determine the schedule and inform the demander to make various preparations.
3. After all the equipment arrives at the demander, the demander shall make all preparations, and the supplier shall send personnel to install, debug and train the equipment in time.
4. The equipment training content includes: It is recommended that users try their best to maintain the stability of employees.
Number of people trained
a Equipment safety protection knowledge 3~5
B The working principle and overall structure of the equipment 3~5
Operation and precautions of c equipment 3~5
d Equipment daily maintenance and spare parts replacement operation skills 3~5
5, the demand side or the user has the obligation to protect the intellectual property rights of the supplier's equipment, shall not imitate or assist the third party to imitate, keep the supplier or manufacturer's commercial and technical secrets. Under this premise, the equipment supplier or manufacturer can appropriately provide installation record cards, safety operation manuals, daily maintenance manuals, necessary technical drawings of the equipment, etc.
2. Acceptance Criteria/Method/Location/Period:
1. For single (set) equipment: under normal circumstances, the acceptance shall be carried out within two weeks after the goods arrive at the place designated by the buyer.
2. For complete sets of projects requiring on-site construction: acceptance shall be carried out within two weeks after "completion of construction, installation, commissioning and training.
3. After the equipment is installed and debugged on the site of the demander, the demander shall carry out acceptance according to the "technical agreement between the two parties" and its relevant standards, and sign the acceptance report.
3. Quality Assurance:
1. Warranty period: one year;
1-1. For single equipment (set): under normal circumstances, the warranty period shall be calculated from the date of signing the "acceptance report. If the acceptance work cannot be carried out normally on schedule due to the reasons of the demander, the warranty period shall be calculated from "goods to 15 days.
1-2. For complete sets of projects requiring on-site construction: after the completion of construction, installation, commissioning and training, the acceptance shall be jointly accepted by both parties, and the warranty period shall be calculated from the date of signing the "acceptance report. If the acceptance cannot be carried out on schedule due to the demander's reasons, the warranty period shall be calculated from "15 days after the completion of construction.
2. During the warranty period, if the supplier is in mainland China due to technical and manufacturing reasons, the supplier will replace parts and provide on-site service free of charge; the supplier will respond within 4 hours after receiving the repair notice, explain and analyze the work and help the user to solve the problem by telephone or fax or e-mail; if it cannot be solved, the supplier's after-sales personnel will arrive at the site within 48-72 hours to solve the problem for the user.
3. If the damage is caused by the human factors of "the demand side or the user of the demand side" and the supplier needs on-site service and replacement of parts, the paid maintenance service shall be implemented.
4, commitment to life-long maintenance: in the warranty period in accordance with the terms of the "1," implementation; in the warranty period, the need for supplier door-to-door service and replacement of parts, the implementation of paid maintenance services.
5. The supplier shall guarantee the supply of equipment spare parts or actively assist the user in obtaining equipment spare parts.
4. equipment upgrade:
Under the condition that the upgrade is allowed, the supplier or manufacturer should actively help the user to upgrade the hardware and software at the user's request; under normal circumstances, this project is a paid service.