Customer Serice
In order to ensure the quality of equipment products and provide customers with comprehensive and thoughtful services, we aim to alleviate their worries. The company has established a comprehensive after-sales service system and effective after-sales service measures. Currently, the company has more than ten professional after-sales service engineers as a strong after-sales service team, providing guarantee for customer after-sales service. We hereby make the following repair service commitment and provide you with after-sales repair services in accordance with the requirements of this service commitment.
一、 After sales quality assurance measures:
1. Warranty period: From the date of delivery (based on the official delivery date), the machine is guaranteed free of charge for one year. Free warranty and replacement of accessories other than vulnerable parts
2. After sales process: shipment → appointment for installation → debugging and acceptance → customer service department follow-up → establishment of data files → regular follow-up
3. Implementation process of after-sales service:
① After a machine malfunction occurs, you can call the national after-sales service hotline or notify our after-sales service department in writing. Within 1 hour of receiving the notification, you can contact the customer to understand the detailed cause of the malfunction and connect to a video. For simple problems, video docking guidance should be provided in a timely manner for handling and solving. For those that require on-site treatment, on-site service and repair time should be implemented
② After sales engineers provide on-site service: inspect the equipment → provide detailed explanation of the cause of the malfunction → repair the equipment → sign and confirm on the after-sales service form after repair
4. Our company has established dedicated after-sales service outlets, contact personnel, and hotline numbers:
Service hotline: After-sales@xjmachine.com
二、 After sales service classification:
① Telephone service, ② accessory replacement service, ③ CD technical support service, ④ network service, ⑤ repair service on-site service
1. Telephone consultation service: When the customer contacts by phone, based on the fault phenomenon, inform the after-sales service engineer of the following information:
A. Equipment name used: including product model and machine number
B. Detailed fault information prompts displayed on the display screen
C. After sales engineers or maintenance personnel provide technical consultation and guidance based on the problems or malfunctions encountered by customers
2. Accessory replacement service:
A. After receiving notification from the customer that the product has malfunctioned or is not functioning properly, they should promptly provide the customer with the necessary parts for repairing the product, and guide the customer to replace the parts through telephone to restore the product to its normal operating condition
B. Replace the product free of charge or charge corresponding accessory material fees to customers according to the product accessory charging standards
C. Any components removed from equipment maintenance should be returned or brought back to our company
3. Imaging technology support services: We can provide customers with CDs for equipment installation, debugging, and operation, directly guiding customers in installing and using equipment, providing reliable assurance for operators to fully master the machine
4. Equipment repair service: We promise to provide customers with equipment repair services, and repair the products returned by customers for free or charge corresponding material costs. After repair, we will promptly send back the equipment
5. On site repair service: For equipment that needs to be repaired on site, after receiving or knowing the customer's repair notice, the after-sales engineer should arrive at the site in a timely manner within the specified time and carry out repairs
6. Service response time: After receiving the service call, provide timely feedback on relevant solutions within 3 hours. If the customer cannot solve the problem, inform them of the fastest time to come to the door to solve the problem (24 hours for customers in this city; 24 hours for customers outside the city)
Arrival within 48 hours, negotiated by foreign customers)
三、 Telephone follow-up service:
After the customer uses the equipment normally, the maintenance engineer or personnel call the customer every six months to understand the usage of the equipment, the customer's supply of accessories, customer opinions and suggestions, etc. The follow-up is recorded in the "Customer Telephone Return Record Form". The customer service department conducts regular follow-up visits every quarter to promptly address and resolve customer issues.
Zhuhai Xijiang Machinery Co., Ltd