Beijing Jierun Xinte Automation Control Technology Co., Ltd.

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Service Support
Service Support
-SERVICE SUPPORT-

Equipment rental service

Technical Service Terms

Technical Services

After-sales service

After-sales service

After-sales service commitment

1. Commitment to provide lifelong maintenance services, spare parts supply, technical advice and technical training for the products provided.

2. Ensure that the products provided can be shipped only after passing the random inspection by the demander.

3. Provide a list of wearing parts, including name, specification, quantity, supplier, supply cycle and price.

4. After the warranty period, the required maintenance parts will be supplied to the demand side at preferential prices.

For the goods provided during the warranty period, due to defects caused by product quality, will provide free repair, replacement, return service, so the loss of the demander has the right to recover from us.

5. Provide a customer manual with complete content, correct text and clear graphics, and be equipped with operation and maintenance CD or U disk.

6. Cargo packaging can be suitable for long-distance, sea or air transport and inland mountain transport, and have good moisture, shock and other protective measures.

7. Our company promises to serve customers with preferential spare parts prices. And promised to be able to draw up maintenance support plans and provide emergency support services when carrying out major tasks.

8. During the free warranty period, if there is a product quality problem, after the demand side puts forward it, we will respond within 2 hours and arrive at the scene within 12 hours to provide relevant maintenance, replacement and other services.

9. Provide free and excellent technical support and preferential supply of spare parts for a long time, and provide customers with corresponding spare parts during the life cycle of the product. After receiving the customer's notice, the ordinary spare parts will take 3 working days, and the corresponding spare parts will be provided within 10 working days of new production and manufacturing.

Confidentiality and emergency support: be able to fulfill confidentiality obligations and provide emergency support security services when necessary.

 

after-sales service method

l On-site support services

Ø On-site personal service

We will send experienced engineers to the customer site to provide on-site personal service, give technical guidance and answer questions. At the same time, the equipment is maintained, the whole set of equipment is tested, the potential safety or failure hidden dangers of the equipment are analyzed, and the corresponding solutions are put forward.

Ø Regular return visits and care services

The inspection system is adopted, and the person in charge of the company's service team leads a team to visit customers every year to understand the quality and service problems of the equipment, investigate the maintenance situation, help customers solve the problems in practical application, and timely coordinate the division of labor and cooperation of service personnel to provide services and support. Listen to the opinions of customers, ask for the solution of customer needs and satisfaction with the service, supervise the service quality of service personnel while caring for customers, and serve as an important basis and index for comprehensive evaluation, rewards and punishments of service engineers.

Ø Special Services

Targeted services will be provided according to the special needs of customers.

Ø Regular inspection service

After the purchase and acceptance, engineers will be sent to inspect the equipment of the system every year, and the equipment will be tested and optimized on site to find out the faults or potential problems of the equipment in time, find out the hidden dangers of faults, and ensure the safe and stable operation of the system.

l Remote support services

l Telephone and fax support services

Set up a technical support telephone/fax, the customer's technical staff can call the service telephone for technical advice or to our work comments, suggestions. At the same time, the mobile phone of the person in charge of the service group is provided, which is turned on 24 hours a day and provides technical support services for 7 days * 24 hours a day.

l Mail support service

The technical support, training, and after-sales service teams have set up a special e-mail box. Customers can send e-mails to the service engineers for technical problems and suggestions encountered during the use of the equipment. The person in charge of the service team and the relevant technical engineers will receive the mail every morning, noon, and afternoon, and ensure that they will reply within a short time. In addition, the service team will regularly send electronic files such as software upgrade packages and technical data to the customer's technicians.

l Instant messaging tools support services

Customers can easily interact with our service personnel through instant messaging tools such as QQ and WeChat to improve the service efficiency of service personnel.

 

After-sales service process

When the customer of this equipment needs after-sales technical support service, the service center of the company can be notified by telephone, fax or e-mail. The technical personnel of the service center will contact the customer in time to understand the customer's needs. If it is a software system operation problem, the technical personnel will record the relevant phenomena of the problem in detail, provide solutions for the customer, or inform the clear reply time, then organize the corresponding technical force to analyze the problem and formulate the solution.

In the process of using the equipment, the after-sales service center will collect fault information, analyze the types of faults, take corresponding solutions according to different faults, provide telephone support or on-site service to customers according to the specific situation, and coordinate the technical personnel of manufacturers to study and solve the problems together when necessary.

After troubleshooting, the detailed description of the problem and the solution are recorded in the after-sales service knowledge base of the airport friction coefficient tester, so as to provide reference for future technical support work.

l Emergency treatment measures

After the equipment is submitted to the customer for use, when the customer requests technical support, if the problems that can be solved through telephone support are solved through telephone guidance; Major technical problems are timely on-site technical support, and technical support engineers will arrive at the customer site in a short time to solve the problem.

l After-sales service file management

　　

 

l File management process

As shown in the above figure, in the process of using the equipment, a dedicated service file will be established for the customer, and will be updated to the service website for registration and file establishment. The customer can ask questions through various forms such as service telephone. The after-sales service personnel will solve the problems in a timely manner by querying the problem database, knowledge base and communicating with the project construction personnel, and feedback to the customer. And register the after-sales service registration form and update the after-sales service file for filing, and update the question bank and knowledge base at the same time to facilitate search and accumulation.

After-sales service personnel will regularly return visits to customers, follow-up work, and follow-up management of problems through telephone and other forms.