1.After-sales service commitment
Jiangsu Starlight Power Generation Equipment Co., Ltd.'s after-sales department takes "customer satisfaction is our greatest wish" as a commitment to customers. In order to ensure that your interests are effectively reflected, we have established a set of rapid quality information feedback systems and a technology Strong and thoughtful technical service team. Solve every problem for every customer! Our company solemnly promises that the products we provide are brand new diesel generator sets that have just left the factory, and the quality warranty period is 12 months after the equipment has passed the field installation and adjustment test.
1.1 Provide pre-sales technical services:
1) Including assistance in the design of the computer room
2) Customer consultation
3) Help plan selection
1.2, Provide technical services on sale:
1) Free design of computer room;
2) Guide the installation and commissioning of the unit free of charge;
3) Training power generation electricians for customers for free;
1.3 After-sales service;
1) During the warranty period, comprehensive inspection and maintenance of the unit (telephone appointment);
2) Establish one machine and one file, record customer information, model and unit usage.
3) Design technical maintenance specifications for each unit,
4) Call tracking service once a month, make records and archive;
5) Receive a call and respond within 30 minutes. Every region and city area will arrive at the scene within 2 hours within 100 kilometers, and within 4 hours within 100-250 kilometers; 8 hours within 250-400 kilometers Rush to the scene within 18 hours; troubleshoot within 18 hours.
6) Jinan service hotline: 0315-55556039 24-hour service hotline: 18815316699 13933475588
1.4 After-sales service network
The company's products use a direct sales model and handle business in accordance with international conventions, forming a strong sales network and after-sales service network. Managed by the company's maintenance service center, responsible for the organization and control of after-sales service, responsible for major maintenance of the company's products sold in the national market and emergency support services, general maintenance services by the company's maintenance services throughout the country The center handles it.
1.5 After-sales service principle
A. Adhere to the service principle: First, take the initiative to visit the service and deal with problems in a timely manner; second, actively respond to the user's useful suggestions; third, do a good job of user quality information feedback, implement a quality feedback sheet, quality tracking card system, and consider the user everywhere;
B. Timely service principle: timely processing of user letters and calls, for the sake of users; set up product maintenance outlets in areas where sales are concentrated, so that on-site service does not exceed 4 hours, and remote locations do not exceed 8 hours; troubleshooting time does not exceed 18 hour.
C. Legal service principle: Handle quality disputes according to law;
1.6 Quality warranty period
The quality warranty time provided by our company, failures due to unit quality problems during the quality warranty period, replacement parts and maintenance costs incurred are the responsibility of the bidder, but replacement parts and maintenance caused by human error or other non-unit quality problems The costs are the responsibility of the buyer.
1.7 Introduction of Maintenance Units
Starlight Power Generation Equipment Co., Ltd. is headquartered in Taixing City, Jiangsu Province. At the same time, it has fixed after-sales service and maintenance institutions in Jinan and major cities across the country in order to provide users with fast after-sales service.
1.8, emergency maintenance schedule
If there is a sudden failure, guarantee a response within 30 minutes, and reach the scene within 2 hours within 100 kilometers and within 4 hours within 100-250 kilometers; within 6 hours within 250-400 kilometers Rushed to the scene.
1.9 After-sales guarantee
1) The quality guarantee period is 12 months or 1500 hours after the equipment installation and commissioning test, whichever comes first.
2) Once the warranty period occurs due to the manufacturing quality of the unit, after receiving a customer complaint, the response time does not exceed
Half an hour, general failure, telephone communication processing, if the failure can not be eliminated, rushed to the scene within 2 hours in Jinan, arrived at the scene within 4-6 hours in the province, and repaired or replaced by the company free of charge Except improper), if the maintenance staff can't remove the fault within 3 hours, contact the manufacturer's technical staff immediately to troubleshoot the fault on site, the response time should not exceed 30 minutes.
3) Outside the warranty period, the service is provided for life, only the cost of materials and reasonable labor costs are charged.
4) There are large spare parts warehouses in the company's Jiangsu headquarters and major cities in the country, and the accessories provided to customers are genuine. The stored spare parts can guarantee the supply for more than 10 years.
1.10 Technical Support
1) The after-sales service team regularly accepts VOLVO, DEUTZ Cummins,
Professional training from Weichai (DOOSAN), WUXI POWER, Ricardo, Perkins, Shangchai and other companies.
2) As a bridge between technology and service, in addition to technical support engineers with professional ability to withstand the test,
They also have communication skills, description skills, teamwork spirit and professional qualities.
3) Jiangsu Xingguang Power Generation Equipment Co., Ltd. has a technical service team consisting of professional technical engineers who specialize in
Solve customers' problems in using unit failures and return visits.
1.11 After-sales training plan
After the installation and commissioning of the generator set is completed, the user assigns operators, and our technicians will conduct training at the user's site:
Note: The training object is the company's diesel generator set operators. One set of training manuals is provided for technical personnel to preview one month before the training starts.
1. Theoretical training , learn the working principles of diesel engines, generators , and control cabinets, and have a preliminary understanding of the oil circuit and electrical circuits of the unit, the time is 4 days.
2. Practical operation training for 2 days.
Content: Manual start and stop of diesel engine, automatic operation of control cabinet.
2. Out-of-warranty service commitment
After the expiration of the warranty period, Jinan Service Department will provide preferential maintenance services for life, no less than 2 return visits per year; key engineering projects return visits every quarter, counseling reminds users to do daily maintenance, and replace genuine wearing parts in a timely manner. , Give priority to maintenance, and in the service, only charge technical service fees, parts that need to be replaced only charge material costs and reasonable labor costs. The scope of services includes: system testing, overhaul; daily maintenance, medium and overhaul, etc .; service period: lifetime maintenance.
3. Preferential conditions
Our company is one of the earliest domestic manufacturers of generating units. It integrates design, supply, commissioning, and maintenance of one-stop services. We rely on high-quality products, flexible sales strategies and our company's strong strength to serve customers at the best prices.
Free commissioning of the equipment of the user unit; training of personnel of the user unit; provision of various technical materials.
Free maintenance service is provided during the warranty period. During the quality warranty period, faults occur due to unit quality problems. Replacement parts and maintenance costs are the responsibility of the bidder, but replacement parts and maintenance caused by human error or other non-unit quality problems The costs are the responsibility of the buyer.
After the warranty period, the Jinan Service Department will provide life-long preferential maintenance services, giving priority to repairs and charging only spare parts costs.