Service

Technical Training and After-sales Service

1. Timely provide Party A with all the technical materials and drawings as the contract; compile and supplement operation manual according to the final commissioning results.
2. Party B offers on-site training service according to progress of the project, installing, trying operation and production of the whole line as it is required on the technical materials and drawings.
3. Party B gives training of installation, commissioning, use and maintenance to staff of Party A under their arrangement.
4. Instruct operators and maintenance staff.
5. Increase pre-sale, in-sale and after-sale service, implementing super pre-sale, full process and life long service through manufacturing, installation, commissioning and production.
6. During warranty period, Party B will provide an answer or staff within 4 hours once receiving feedbacks about quality of the products. Party B will arrive at the site as soon as possible, change and maintain the spare parts for free. The service will never stop until the clients are satisfied.
7. Beyond warranty period, Party B is on call to provide paid service for improvement of technology, maintenance of the machine or offer of the spare parts.

 

Enterprise after-sales service terms

1. Warranty service:
1). All products sold by Hongde Machinery come with a one-year quality assurance period, calculated from the date of qualified installation and commissioning.
2). During the warranty period, if the equipment fails or is damaged due to quality problems of the product itself, Hongde Machinery will provide users with free repair or replacement services.
2. Technical support:
1). Provide product installation and commissioning guidance services to ensure that the equipment is put into normal use.
2). Provide comprehensive operation training and technical consulting services to help customers become familiar with equipment performance and maintenance knowledge.
3). Support technical consultation in the form of telephone, video or email, quickly respond to user needs and solve user technical problems.
3. Maintenance service:
1). The maintenance service response time is promised to be within 24 hours on working days, and we can respond quickly in emergency situations.
2). In the case of non-human damage, only the cost of the parts that need to be replaced will be charged.
3). Provide equipment inspection and maintenance services regularly to ensure the stable operation of the equipment to the greatest extent possible.
4. Spare parts supply:
1). Provide fast and efficient spare parts supply services to ensure the continuous and stable operation of customer equipment.
2). Limited spare parts support and maintenance services are still provided for discontinued or upgraded equipment.
5. Response time:
1). If a user reports a problem, the Hongde Machinery After-Sales Service Center will respond within 4 hours after receiving the notification.
2). The specific response time will be adjusted according to actual conditions and regional differences to ensure that services are provided to users in the shortest time possible.
6. Other services:
1). Users can choose to sign a maintenance service contract and enjoy regular equipment inspections and special maintenance services.
2). Provide equipment upgrade, transformation consultation and implementation services to help users improve production efficiency.
7. User Feedback:
1). Establish a user feedback mechanism to regularly collect user feedback and suggestions.
2). Handle user feedback and suggestions in a timely manner to continuously improve customer satisfaction.

Maintenance service

1. Rapid response and fault diagnosis: Hongde Machinery provides instant customer service support to quickly diagnose faults by phone or online communication, reducing downtime.
2. On-site maintenance services: Have a professional maintenance team that can arrive at the site in the shortest time required by customers to carry out repairs and maintenance work.
3. Remote monitoring and technical support: provide customers with real-time technical support to prevent potential problems by remotely monitoring the running status of the equipment.
4. Spare parts supply: spare parts inventory is sufficient to ensure rapid replacement of spare parts and ensure the continuity and stability of equipment operation.
5. Regular maintenance plan: provide regular maintenance plan according to the use of the equipment, extend the service life of the equipment and optimize the performance of the equipment.
6. Training service: provide equipment operation and maintenance training regularly to enhance the independent maintenance ability of customer team and reduce long-term operation and maintenance costs.
7. Upgrade: dynamically provide equipment software and hardware upgrade services according to the latest technology to maintain the leading edge of equipment technology.
8. Transparent pricing: clear maintenance service pricing policy, do not hide any fees, to ensure the transparency and fairness of services.
9. Quality assurance: strictly abide by the ISO9001:2000 quality management system, provide quality assurance for all maintenance projects, and ensure the reliability of service.
10. Innovative solutions: continuously develop innovative maintenance technologies and methods to provide more effective fault handling and equipment optimization solutions.