After-sales service
Service Regulations
First, the service
Demand, detail service, customer satisfaction is our success.
Second, the purpose of the service
Our products offer users a complete and timely service, customers need to do the actual work, perfect in detail the inadequacies of the enterprise to ensure that our products market reputation and profit margins.
Third, the range:
All customers using the company's products.
Fourth, the issue of acceptance of products:
Users receive the ordered products as soon as possible after the examination, such as the delivery receipt within 3 days, did not notice there are flaws, as acknowledged by the recipient user's products in the future no longer submit product defects.
If the company delivered the product is defective, the user must request a replacement within a specified period.
Fifth, the service principles
Month replacement, one year warranty and lifetime maintenance commitment to quality. Specific services based on the principle of random warranty card stipulated in the warranty.
Ment principles
1, replacement conditions: from the user within one month from the date of purchase, artificial damage, without overhaul, body without injury, warranty stickers, security stickers, body stickers intact, normal operation fails , there is a formal proof of purchase and a valid warranty card, you can contact switch.
Replacement process, the non fraud phenomenon, the company must ensure that the machine be returned intact, as it is found to have damage and loss phenomenon, the two sides rigorous treatment.
2, the replacement procedure: service personnel carefully review the compliance OZ bad machine accessories, warranty card, proof of purchase, the new machine for the user to replace and fill in the warranty card for a bad machine replacement records.
3, replacement note:
1) Host bad for the host, bad for attachment accessories, packaging accessories are not replaced, the replacement hosts warranty card also replace;
2) for the appearance of someone to damage of the machine, in line with the principle of consultation with the user-friendly to the user instructions and the principle of granting free replacement warranty, not to replace;
3) has been discontinued for some time inorganic replace bad machine, explain to the user, giving the warranty will not replace;
4) random gift accessories, promotional items not covered under warranty, replacement range.
Warranty Policy
1, warranty conditions:
User: From the date of purchase, within 12 months of normal use, failure and without overhaul, security labels intact, there is a formal purchase certificate or a valid warranty card. Other special circumstances in order to calculate the effective purchase invoice for the warranty certificate;
Dealer: officially shipped with products from the agents starting from the effective date of a period of 18 months;
Dealer: officially shipped with products from the agents starting from the effective date of a period of 15 months;
Paid warranty
Over free warranty period paid warranty products will be implemented
2, warranty issues:
1) machine warranty does not charge any fees (only for this undertaking fails in normal use case);
2) the user to overhaul the warranty period of the machine, service personnel should receive maintenance materials costs;
3) no formal proof of purchase of the machine, according to the date of manufacture airframe maintenance (maintenance materials cost charged);
4) Warranty machine repaired within a month from the same fault occurs again, with the user to save the warranty enjoy free maintenance;
5) are not covered by the warranty machine, just give maintenance, no warranty and receive materials and maintenance fees;
6) random gift promotional items are not covered under warranty.
Six, repair service process
After-sales service is an extremely important part of the speed and quality of its services and also impact on product sales and the company's image, the specific process is as follows:
1. Contact a sales representative to confirm the customer can not be resolved at a local retreat factory, the fault phenomena written in "Fail stickers" in the box on the enclosed list on the back machine, returned to the company. If there is no attached list of goods lost, damaged and so on, the company does not assume any responsibility.
2 service centers arrange delivery after receiving the notice, the goods to the company by the service personnel hand inventory check number, and confirm whether the goods and warranty products category, after verification, fill out the "Repairs declaration", and as soon as possible (within 24 hours of receipt of goods) forwarded a detailed analysis of product quality and production department specific reasons.
3. Delivery in delivery should check the packaging for damage, if damaged should be face to face with the freight company points clear, check the packing list with the number of customers, trucking companies are required to meet customer claims for claims.
4. Production department receives the customer's maintenance products should carefully test to confirm whether the damage and whether the warranty period, it is charged, and in the shortest period of time (within 48 hours of receipt of the machine) feedback to the sales representative who notify the customer and gives the quote, after customers confirm advice given repair or return the original product.
5. Maintenance Time: Under normal circumstances five working days, special circumstances (such as non-product warranty card, device of unknown origin, no accessories, etc.) exception.
6 repairs completed by the service center will return the product within the shortest time customers.
7. Sales representatives communicate with customers to confirm receipt.
Seven, service charges:
1. Warranty, repairs are free.
2. Warranty period, the cost of materials received fees and costs reasonable working hours. Warranty price "accessories price list" as a reference, to receive the lowest cost, the need to replace parts when maintenance procedures should make the user to confirm the work.
3. Scattered maintenance costs only charge the cost of materials, at no extra charge time charge.
4. Minimum fee is: $ 200.
5. Freight borne by the user.
Eight, complaints Reply
When the product sales into the normalization, it is inevitable there will be aspects of customer dissatisfaction. Company dedicated customer complaints and complaints hotline center to resolve service issues.
1, when a customer complaint is about the quality of products: The company received a complaint about the solution immediately notify service centers, one hour a timely response to complaints and respond; service center received a complaint is within the power of a small time to respond to complaints and propose solutions, or immediately reporting company, the company proposed solutions and timely solutions.
When a customer complaint is about the quality of the sales:
If the user on the dealer's complaint to the person in charge of the marketing center dealers to identify the situation and establish treatment advice, and timely response to customer;
If the dealer complaints against agents from the Center for Marketing and agents to establish treatment advice, timely reply;
If the customer sales representative complaints reported to the product managers and project teams to determine treatment advice, and timely response.
Six , repair service process
After-sales service is an extremely important part of the speed and quality of its services and also impact on product sales and the company's image , the specific process is as follows :
1 . Contact a sales representative to confirm the customer can not be resolved at a local retreat factory, the fault phenomena written in "Fail stickers " in the box on the enclosed list on the back machine , returned to the company . If there is no attached list of goods lost, damaged and so on , the company does not assume any responsibility.
2 service centers arrange delivery after receiving the notice , the goods to the company by the service personnel hand inventory check number, and confirm whether the goods and warranty products category , after verification , fill out the " Repairs declaration" , and as soon as possible ( within 24 hours of receipt of goods ) forwarded a detailed analysis of product quality and production department specific reasons .
3 . Delivery in delivery should check the packaging for damage , if damaged should be face to face with the freight company points clear , check the packing list with the number of customers , trucking companies are required to meet customer claims for claims.
4 . Production department receives the customer's maintenance products should carefully test to confirm whether the damage and whether the warranty period, it is charged , and in the shortest period of time ( within 48 hours of receipt of the machine ) feedback to the sales representative who notify the customer and gives the quote , after customers confirm advice given repair or return the original product .
5 . Maintenance Time : Under normal circumstances five working days , special circumstances ( such as non-product warranty card, device of unknown origin , no accessories, etc. ) exception.
6 repairs completed by the service center will return the product within the shortest time customers.
7 . Sales representatives communicate with customers to confirm receipt .
Seven , service charges:
1 . Warranty, repairs are free.
2 . Warranty period, the cost of materials received fees and costs reasonable working hours . Warranty price " accessories price list" as a reference, to receive the lowest cost , the need to replace parts when maintenance procedures should make the user to confirm the work .
3 . Scattered maintenance costs only charge the cost of materials , at no extra charge time charge .
4 . Minimum fee is: $ 200.
5 . Freight borne by the user .
Eight , complaints Reply
When the product sales into the normalization , it is inevitable there will be aspects of customer dissatisfaction . Company dedicated customer complaints and complaints hotline center to resolve service issues .
1 , when a customer complaint is about the quality of products : The company received a complaint about the solution immediately notify service centers, one hour a timely response to complaints and respond ; service center received a complaint is within the power of a small time to respond to complaints and propose solutions , or immediately reporting company, the company proposed solutions and timely solutions.
When a customer complaint is about the quality of the sales :
If the user on the dealer 's complaint to the person in charge of the marketing center dealers to identify the situation and establish treatment advice , and timely response to customer ;
If the dealer complaints against agents from the Center for Marketing and agents to establish treatment advice , timely reply ;
If the customer sales representative complaints reported to the product managers and project teams to determine treatment advice , and timely response.