Contact Information
After-Sales Tracking Process
1. Installation and Commissioning Tracking
After equipment delivery to the customer, professional technicians are immediately arranged to the customer site for installation and commissioning. Technicians strictly follow standard procedures during installation to ensure correct setup. After commissioning, comprehensive performance tests are conducted, and customers are thoroughly instructed on equipment operation, daily maintenance points, and precautions. Customers are invited to operate the equipment themselves, questions are answered to ensure proficiency. Within a week after installation and commissioning, a follow-up call is made to understand initial equipment operation, identify any operational difficulties or abnormalities, and provide remote guidance or arrange another on-site service if needed.
2. Regular Follow-Up Plan
A regular follow-up schedule is established, with visits conducted at the first month, third month, half-year, and every six months thereafter after equipment commissioning. Follow-up methods include phone calls, emails, and on-site visits. Follow-up content mainly covers equipment operating conditions, such as abnormal noise, vibration, or overheating; inquiries about customer usage experience, new feature requests, or operational difficulties; understanding customer maintenance execution, checking maintenance records, and providing enhanced training on maintenance knowledge; collecting customer satisfaction evaluations and other feedback on after-sales service.
3. Fault Response Mechanism
When customers report equipment faults, the after-sales customer service center responds within 15 minutes of receiving the call, recording detailed fault symptoms, occurrence time, and other information. According to the fault situation, professional maintenance personnel are dispatched with necessary tools and parts within 2 hours (local customers) or 24 hours (non-local customers) to the customer site. Upon arrival, maintenance personnel promptly diagnose and repair faults, aiming to resolve simple faults as quickly as possible; for complex faults, they seek support from the company's technical expert team, develop detailed repair plans, and inform customers of repair progress and estimated completion time. After repair, comprehensive testing and trial operation are conducted to ensure normal equipment operation. A follow-up call is made within a week after repair to confirm equipment stability and customer satisfaction with the service.
4. Spare Parts Supply Guarantee
Establishes a comprehensive spare parts inventory management system, maintaining sufficient stock of commonly used parts to ensure timely fulfillment of customer replacement needs. When customers order parts, the after-sales department confirms inventory status within 1 hour of receiving the order and informs customers of the estimated delivery time. For parts in stock, shipment is arranged the same day; for out-of-stock parts, suppliers are contacted immediately to determine restocking time and customers are promptly informed, while alternative solutions or temporary emergency measures are provided. Regular inventory checks and optimizations are conducted based on equipment sales and maintenance data to adjust spare parts inventory structure, improving the timeliness and accuracy of parts supply.
5. Customer Relationship Maintenance Activities
In addition to daily after-sales tracking services, the company regularly organizes customer relationship maintenance activities. For example, an annual customer appreciation meeting is held, inviting customers to participate, during which the company introduces its latest products, technological developments, and after-sales service upgrades; provides a platform for technical exchange and experience sharing to promote mutual learning and cooperation among customers; on special occasions such as customer birthdays and company anniversaries, personalized greetings and small gifts are given to enhance customer goodwill and loyalty.
Customer Experience of Quality Service
1. Professionalism and Efficiency
Throughout the after-sales process, customers deeply feel the professionalism of the company's after-sales team. Whether it is the installation and commissioning staff's expertise with the equipment, the maintenance staff's quick and accurate fault diagnosis and repair, or the customer service staff's timely response and handling of issues, customers feel their equipment is professionally cared for, reducing concerns about production delays caused by equipment problems and improving operational efficiency.
2. Thoughtfulness and Care
Regular follow-ups make customers feel the company's attention and care, showing that the company does not neglect them after equipment sales. The company cares about equipment usage and values customer experience, actively listening to customer feedback and responding and improving promptly. This thoughtful service helps build long-term stable customer relationships, making customers emotionally inclined to continue cooperating with the company.
3. Peace of Mind and Trust
A complete fault response mechanism and spare parts supply guarantee system provide customers with great peace of mind. Customers know that once equipment problems occur, the company can quickly resolve them without long production interruptions. Reliable spare parts supply also ensures customers do not worry about prolonged downtime due to lack of parts, fostering high trust in the company's after-sales service and willingness to continue choosing the company's products and services in the future, possibly recommending them to peers.
Nationwide Unified Service Hotline
Company Address: Room 305, Building 1, No. 33 Jinfu Road, Liaobu Town, Dongguan City
Landline: 86-769-33668287 / 86-769-83077469
Mobile: Ms. Wang 86-18507316852 /Mr. Li 86-18820001053
Email: sales@gxvac.com
QQ: 2839983804
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