Thank you for your long-term attention and support to our company. Our company has established a perfect after-sales service system and commitment in 30 provincial capitals in mainland China. The after-sales service in the provincial capital city will be handled within 24 hours. While the quality of products is guaranteed, our company also tries its best to continuously improve the service quality.
I. Product quality service assurance
1.1 For the use of our company's hydropower series products to implement two years of quality service guarantee;
1.2 For the use of our company's pure electrical products to implement a one-year quality service guarantee;
1.3 We provide maintenance and service of our products for life.
II.Product warranty date confirmation
2.1 The customer shows the order sales receipt to confirm the product warranty period;
2.2 Confirm the warranty period according to the date shown in the barcode;
2.3 Confirm the warranty period by the date shown in the product warranty definition card provided in the course of the service;
2.4 Confirm the warranty period by other means.
III. Customer service demand information communication
3.1 For customer service requirements information such as product repair, please call the China Mainland after-sales service tel: 4008-852-520 Communicating service needs, please call technical services at +86 760-2218 7131;
3.2 Customers can also communicate their service needs through other media channels such as fax, mail, etc.
IV. Customer service information reception and processing
4.1 The company identifies and classifies the customer service demand information and the backup file;
4.2 The Company will follow up the whole process of the service process;
4.3 The company carries on the return visit record and the information feedback to the service processing result.
V. Customer complaint handling
5.1 In order to continuously improve our after-sales service work, improve service quality and timeliness, and further guarantee the acceptance and processing of customer complaints
about after-sales service and product quality. The customer complaint number of the company is +86-760 - 2228 7922, which is used as the customer complaint telephone number.
5.2 For customers in mainland China who have complaints about after-sales service and product quality, please call Customer Complaints Tel: +86-760-22287922. The general manager office of the company directly accepts and follows up handling.
VI. Scope and category definition of service
6.1 During the warranty period, the product is determined to be a fault caused by the quality problem of the product itself, and our company provides accessories and timely on-site maintenance services;
6.2 In case of product failure caused by natural disaster or other force majeure factors, we will charge labor service fee and spare part cost;
6.3 After defining that the product has expired the warranty period and the failure needs to replace the accessories and other services, we charge the service fee and the accessories cost;
6.4 Due to human damage, improper use or animal gnawing, abnormal voltage and other non - product factors caused product failure, our company will charge labor and accessories costs.
6.5 The daily maintenance of the product is not within the scope of free service and needs to be maintained by the user. We can provide telephone guidance service or fee-based door-to-door guidance service, the following cases are user maintenance items:Flush time regulation, induction distance regulation, flow regulation, filter net cleaning, battery replacement, etc.
VII. Free or paid service scope identification
7.1 If the non-quality problems in the scope of product warranty cause failure, the spare parts need to be replaced, then the cost fee of accessories will be charged.
7.2 Non-quality problems within the product warranty cause failure, no replacement parts, no fees;
7.3 The spare parts cost shall be charged if the accessories have been replaced outside the scope of the product warranty;
7.4 If the spare parts are not replaced outside the scope of product warranty, the service fee will be charged according to the situation on the spot.
7.5 Other service items that are not within the scope of after-sales service promised by our company will be charged travel expenses, spare parts fees,
labor fees and other materials fees according to the situation on the spot,etc.
VIII. Service work completion standard
8.1 Our after-sales service staff door-to-door maintenance service and other specific matters in the "after-sales service card" detailed description, and submitted to the customer for signature confirmation.
8.2 Customers can feedback on the completion of the service through the national customer service telephone, and complain about dissatisfaction items.
8.3 The service specialist of the company will follow up the service demand communicated by the customer and make a return visit to confirm the result.
IX. Ways to achieve performance commitments
9.1 According to customer needs to dispatch technical engineers to guide product installation;
9.2 Promise to arrange after-sale door-to-door maintenance or service within 24 hours after receiving customer demand notification;
9.3 Improve product technical knowledge and other trainings according to customer requirements at any time;
9.4 Answer customer consultation on service and technology at any time；
9.5 Implement systematic management of customer data and make regular return visit.