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Contact number: 
86-07452380548
Address: Huaihua No.281, Jinxi South Road, Hecheng District, Huaihua City

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Service

After sales service

Huaihua Jiannan Machinery Factory Co., Ltd. is committed to the following quality and after-sales service commitments based on the quality policy of “continuously satisfying customer requirements and striving to exceed customer expectations”:
 
First, quality and after-sales service commitment
1. The company fully implements ISO9001:2008 and GB/T19001-2008 quality management system and military quality inspection specifications, providing users with high quality, safe, reliable and advanced products, while providing timely, efficient and professional after-sales service for a long time. The user is completely at ease.
2. The company strictly carries out product design and component purchase according to the technical standards required by customers, and never changes it by itself, including product packaging, storage, transportation specifications, and distribution of product accessories, all strictly in accordance with national or industry standards. Control and accept user supervision at any time.
3, the product life is more than 10 years, due to product quality problems 10 years package returned; beyond the warranty period to provide lifetime maintenance services, in order to avoid the worries of users.
4. The company is equipped with technical service personnel in the provinces and cities where the products are installed. It is serviced 24 hours a day, and is ready to cooperate with engineering design, installation and commissioning services until a stable system network is established.
5. The company constantly improves the pre-sales, sales, and after-sales service networks, and establishes a professional after-sales service team to eliminate the worries of users when encountering technical problems or other problems in the process of using the products. Provide technical support and training services to customers free of charge during product installation and system commissioning.
6. The company establishes user files, implements tracking services for users, and timely reports product quality information to the management. All offices of the company will visit resident users on a regular basis to listen to user opinions and suggestions, and provide comprehensive customer satisfaction services.
7. Response time of the company's service: When the company receives the on-site service requested by the customer, it will respond and provide technical guidance within 8 hours (including the number); and arrive at the scene within 24 hours (including the number), 5 working days. Submit the solution within, and the specific user fulfills the contract.
8. After signing the contract, our company will inspect the installation site and formulate appropriate technical solutions for installation, commissioning and operation. It can also be modified to the satisfaction of the customer according to the requirements of the customer. The requirements are for the purpose.
9, on-site service management mode
The company's service management model is the general responsibility of the general manager, the direct responsibility department is the marketing department, and the specific implementation is carried out by the after-sales service department. The after-sales service department is composed of the company's service outlets, branch offices, maintenance groups, technical support groups and quality groups responsible for quality re-examination. In order to shorten the on-site service response time and improve the service quality, the company has established service outlets or branch offices and resident service personnel in more than 20 provinces and cities across the country. The service organization chart is as follows:
10. The company set up a 24-hour service hotline: 400-080-4507 to make timely response and technical guidance after the buyer raised the question. Our company establishes technical sites in each province to answer the questions of users in terms of product use in real time. If necessary, send technicians to the site to check and maintain the service until the user is satisfied. To ensure the safe and stable operation of the product. The distribution of national service outlets is as follows.
After-sales service implementation rules
First, technical services
1) We assign experienced technical personnel to the site to provide technical services (if needed) in accordance with the technical specifications, and are responsible for solving problems found during the installation and commissioning (trial operation) of the contracted goods. If it is not qualified for the job, the buyer has the right to ask us to re-select the technical personnel and not affect the progress of the project. Therefore, the related expenses incurred by us are borne by us.
1.1) The personnel who are dispatched to the site to participate in the unpacking inspection according to the contract shall be able to handle the problems arising in the unpacking inspection. The personnel participating in the installation and commissioning shall have qualified technical level and be able to coordinate or solve all the problems in the installation and commissioning process. The problem; the personnel participating in the trial run should be able to handle all the problems in the trial run of the contract goods.
1.2) We appoint a special person to coordinate all problems found during the installation and commissioning (trial operation) of the contracted goods.
2) When the buyer requests us to carry out on-site service, our technical personnel shall reply within 2 hours (including the number) after receiving the buyer's notice, arrive at the scene within 12 hours (including the number), and within 2 working days. Submit the solution within.
Our company set up a 24-hour service hotline: 400-080-4507, so that the buyer can make timely response and technical guidance after asking questions.
3) Our technical personnel shall strictly abide by the safety rules and regulations of the construction site when providing technical services on site, and consciously make safety protection measures (such as wearing safety helmets when entering the construction site), accept the supervision and management of the site; The contract shall not disassemble, smear or damage any contracted goods without permission. If we need to debug the contracted goods, we shall operate under the supervision of the on-site supervision representative. If necessary, it shall go through the on-site supervision representative or the owner of the project department. agree. If our technical personnel violates the on-site safety rules and regulations, the buyer has the right to propose to replace our technical personnel who violate the above rules and regulations or do not meet the requirements. We will re-appoint the technical personnel approved by the buyer according to the buyer's request. All the consequences caused by the above reasons shall be borne by us.
4) We will submit to the buyer by fax within 15 days after the contract takes effect, the organization plan for the technical service work stipulated in the technical specification, and the two parties shall determine the number, time and place of the technical liaison meeting accordingly.
5) When necessary, we invite the buyer to participate in the technical design of the contracted goods and explain the technical design to the buyer.
6) In the event of a major problem requiring the parties to study and negotiate immediately, either party may propose to convene a meeting. In general, the other party should agree to participate.
7) For each meeting and liaison, both parties shall sign the minutes of the meeting or the liaison minutes. The documents to be signed shall have the same effect as the contract, and both parties shall comply with the execution. If a contract change is involved, it must be agreed by both parties and handled in accordance with the provisions of Article 12.
8) If the two parties have revised the installation, commissioning and operation technical service plan (if any), we must notify the buyer in writing and confirm it after the buyer confirms it. In order to meet the requirements of the site conditions, the buyer has the right to propose changes or amendments, and notify us in writing, we will give full consideration to try to meet the buyer's requirements.
9) We should provide standardized operation instructions for on-site installation work before installation, focusing on the installation process, installation process requirements, on-site inspection, verification projects and standards. The on-site installation records shall be signed and confirmed by the construction personnel, our on-site technicians and the supervision representatives.
10) The buyer has the right to copy and distribute our cargo design, installation and technical service plan and all the information and drawings of the contracted goods provided by us to all parties involved in the buyer.
11) If the buyer has a power outage or the contracted goods are out of service, and we need to provide technical support, we shall fully cooperate with the buyer to resume the contracted goods and find out the cause of the failure.
 12) Other appointments
12.1) We are responsible for providing the buyer with training on equipment installation, commissioning, use and maintenance techniques, and assign skilled and competent technical personnel to provide technical training to the buyer's technical personnel. Trained buyer technicians should be able to achieve familiarity with the operation of the product and perform general maintenance. We should provide the buyer with a training plan two weeks before the start of the training. The two parties will determine the specific training content and plan within one week before the start of the training according to the contract and the actual needs of the buyer. We provide all necessary training materials and tools, such as teaching materials, manuals, equipment drawings, special tools and instruments, among which the training materials are owned by the buyer. After the training materials are updated in the future, we should promptly replace the latest version for the buyer.
12.2) We shall assist the contracted goods user in on-site test commissioning, trial operation and acceptance; if the contracted goods are not functioning properly due to quality problems, free replacement of similar new contract goods shall be carried out throughout the life cycle of the contracted goods; regular software update shall be carried out. A free upgrade is available.
12.3) In addition to providing the goods listed in the contract, we shall provide spare parts, special tools and other accessories necessary for the safe, stable operation and installation and maintenance of the goods; and shall provide the necessary programmers and extensions free of charge. An auxiliary device such as an antenna.
12.4) We engrave and paste the barcode at the specified location in accordance with the standards set by the buyer.
12.5) We provide an electronic version of the factory test data in the format requested by the buyer.
 
Second, technical training
1) Our company has developed documents and procedures to guide the correct installation and use, to ensure the quality of the installation and proper use of the products, and to provide technical documentation and support according to the needs of your organization.
2) According to the requirements of the client unit and the contract, our company will provide technical training on equipment installation, commissioning, use and maintenance. The technical staff of the customer unit can receive training at the headquarters or on-site of our company to enable them to master the installation of the energy meter products. Run, inspect and maintain skills and provide detailed training materials. Such as teaching materials, manuals, equipment drawings, special tools and instruments, etc., the training materials are owned by the buyer. After the training materials are updated in the future, our company will promptly replace the latest version for the demand side.
 
Third, the purpose of the service
Our company promises that all products and services provided by Jiannan, our company's product warranty period of 15 years, during the warranty period, quality problems are freely returned, and lifelong maintenance services are implemented, providing lifetime maintenance services after more than 15 years warranty period. The corresponding price of the replacement device is charged at the market purchase cost price to avoid the worries of the user.
 
Additional service content
1. The company can freely carry out technical solution revision and technical upgrade service for the products supplied by the company at any time according to the requirements of convenient customer management. If you need to improve the performance of the running system or need to expand and replenish equipment, the company will cooperate unconditionally to provide technical support.
2. The company only charges the repair material cost for the repair of the product after the expiration of the warranty period.
3. According to the needs of users, the company will regularly invite the management personnel and technical personnel of the product users to organize special training for product technology upgrades, so that users can master the correct use and management methods of upgraded products in time, all expenses are borne by the company.