After-sales Procedure

The after-sales service process of Jiangsu Gongyan Machinery Co., Ltd. aims to ensure that customers can receive high-quality services quickly and effectively:

1. Service request:

-Customers submit service requests through service hotlines, email, or other official channels.

-Provide equipment model, serial number, and detailed description of the fault situation.

2. Request registration:

-Customer service personnel record customer request information and generate service work orders.

-The work order contains key data such as customer information, equipment information, and fault description.

3. Pre evaluation:

-The technical support team conducts preliminary analysis and diagnosis of the problem.

-If feasible, provide remote guidance to solve problems and avoid unnecessary on-site services.

4. Scheduling arrangements:

-If the problem requires on-site handling, the customer service center will dispatch regional service technicians based on the customer's geographical location.

-Determine and notify customers of the estimated arrival time.

5. On site services:

-Service technicians arrive at the customer's site according to the promised time.

-Conduct a comprehensive inspection to determine the cause of the problem and perform necessary repairs or component replacements.

6. Service records:

-After the repair is completed, the technical personnel shall record in detail the repair process, replaced parts, and any recommended follow-up measures.

-The customer accepts the service and signs the service report to confirm satisfaction.

7. Feedback and follow-up:

-Customer feedback is entered into the system as part of service quality evaluation.

-For any unresolved issues or customer dissatisfaction, take additional measures to ensure customer satisfaction.

8. Quality control and improvement:

-Collect and analyze service data, including response time, problem-solving efficiency, customer satisfaction, etc.

-Based on the analysis results, continuously improve the service process and enhance the professional capabilities of the service team.