After-sales Process
After-sales process
Core Principles: Rapid Response, Professional Solutions, and Protection of Customer Rights
After-sales Application (Client)
1. Application channels:Submit your requests via the official customer service phone, WeChat Work/online customer service, email, or your regional sales contact.
2. Essential information:Please provide the customer’s name, contact information, product model/serial number, date of purchase, description of the issue (e.g., abnormal wear, substandard performance, etc.), and your request (repair/replacement/consultation). It is recommended to include actual photos of the product’s issue.
Demand Reception and Preliminary Diagnosis (Client Side)
1. Rapid response:Customer service will contact the customer within 12 hours to confirm the requirement information, register and file the details, and generate a unique service work order.
2. Preliminary determination:Combined with the product knowledge base, remotely guide customers to perform self-checks (such as verifying operational standards and matching usage conditions); resolve simple issues on the spot. For complex issues (requiring on-site inspection or return to the factory), clearly explain the subsequent procedures and timelines.
Issue Resolution (Technical/Maintenance Side)
1. Order dispatch execution:Based on the type of issue and the customer’s location, assign the corresponding technical engineer. The engineer will contact the customer within 30 minutes to confirm the service method (on-site visit/repair delivery/factory return) and the scheduled time.
2. On-site service:The engineer will bring professional testing tools and appropriate spare parts to the customer’s site. First, they’ll verify the cause of the malfunction and explain the proposed solution to the customer (whether it involves repair, replacement of parts, or process optimization recommendations). After the customer confirms the plan, the engineer will proceed with the work. Once completed, they’ll demonstrate the results and provide detailed instructions on maintenance precautions.
3. Return to factory for processing:For products that need to be returned to the factory, customer service will provide the customer with the return address and relevant precautions. Once the factory receives the items, it will complete inspection and repair within 5 business days and keep the customer updated on the progress.
Acceptance and Closed Loop (Confirmed by Both Parties)
1. Result confirmation:The customer performs on-site acceptance of product functions and signs the service confirmation form (in paper or electronic format). A detailed list of associated costs (such as extra-warranty parts and labor) is provided, and settlement is completed.
2. Satisfaction Follow-up:Within 24 hours after service completion, customer service will follow up with the customer to collect service feedback and suggestions for improvement.
3. Archiving:Organize and archive work orders, inspection reports, service records, and other relevant documents to facilitate future traceability and serve as a reference for product optimization.
Sales Hotlin 7*24 hours
Address: No. 99, Jinyue Road, Tianyuan District, Zhuzhou City, Hunan Province,China
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