1. Overview
We will enhance our pre-sale, in-sale, and after-sale services; implementing "proactive service", "comprehensive service", and "lifelong service" throughout the entire process of product manufacturing, debugging, and maintenance. We possess years of experience in providing after-sale solutions.
2. Implementation support
The company provides a combination of remote and on-site support methods to assist customers in the use, installation, and debugging of equipment according to their individual needs and conditions.
3. After-sales service
Currently, the after-sales services provided by our company include:
3.1 Free telephone technical consultation
If users encounter any unclear questions or technical difficulties during the on-site installation or use of their equipment, they can seek telephone consultation. The company's telephone number is 0373-5635696, and the fax number is 0373-5635696. The address is No. 298, Huanghe Avenue, Xinxiang City (Zhaipo Town)
3.2 On-site maintenance service
When the fault reported by the customer cannot be resolved through technical telephone support, our company will dispatch engineers to the customer's site to troubleshoot, maintain, and debug in accordance with the response time specified in the contract.
3.3 Maintenance period services
Customers who purchase equipment from our company are eligible for warranty services. During the warranty period specified in the contract, our company will provide you with free telephone consultation services to troubleshoot any issues and restore normal operation of the equipment. After the warranty period ends, our company still offers free telephone technical services and paid on-site maintenance services.
3.4 User training
New equipment inevitably requires personnel proficient in new technologies. Our company is willing to provide appropriate training content based on your needs. The training includes equipment usage, maintenance, simple troubleshooting, and repair. Through technical training, we aim to help you establish a flexible and capable team for equipment use and maintenance, enhancing the technical skills of your employees. Through management training, we assist you in effectively managing and fully utilizing various resources within your company, such as documents, CDs, and materials.
Our goal is to provide you with comprehensive and specialized services and support, ensuring that your equipment operates normally and maintaining the fire protection system in the factory area in a standby state. The interests of our customers are our interests, and the end users will enjoy comprehensive support from our company. Whether now or in the future, our company will ensure you receive the most satisfactory maintenance and after-sales service.
4. After-sales service process
5. After-sales service terms
In order to better serve our customers, the company will provide after-sales service and technical support in accordance with the following terms.
1. The first on-site guidance for installation and debugging of the purchased product;
2. On-site operation training for the purchased products;
3. Explain the working principle of the equipment, as well as simple troubleshooting and maintenance;
4. Telephone support service
Inquiry about product understanding
Consultation on fault handling during product usage
Consultation on usage tips during product usage
During normal office hours, users can contact the company via the hotline. During non-normal office hours, users can dial the provided mobile phone number for support.
Technical support personnel will strive to assist users in resolving issues over the phone in a timely manner. If the issue cannot be resolved immediately, the hotline staff will record the name of the user's organization, their contact number, and the contact person. Once a solution is found, they will proactively contact the user immediately.
5. Email hotline service
In case users encounter problems and find it inconvenient to contact the company via phone, the company provides email services for them. Users can send emails to a designated email address, and a specially-assigned person will receive the email and provide a timely response.
6. Maintain regular contact with customers
In order to accurately understand users' needs, the problems they face in practical applications, and the company's service status towards users, sales personnel will regularly visit users by phone, so as to promptly identify issues and provide better services within the warranty period.
7. Response time
The company promises to provide a written response within 24 hours. If on-site assistance is required, service personnel will be dispatched to arrive at the scene within 72 hours. We will ensure that our services continue until the user is satisfied with the quality.
