咨询热线:010-67864390
联系我们
热线:010-67864390
地址:北京市大兴区瀛海镇瀛海工业园瀛瑞路6-5号

售后服务体系介绍

我公司拥有专业技术和服务人员60余人,全部大专以上学历。完善的服务支持体系是确保设备系统安全运行的可靠保障。我公司的售后服务体系是由客户响应中心、技术支持部等相关部门以及一整套严格的流程和制度构成。

我公司为客户提供的服务体系包括:技术咨询、用户培训、故障事件响应、系统升级、安装、调试、维护等。通过规范的管理有效快速为客户提供服务,具体则通过企业服务规范及文档的建立;服务过程记录;服务监督与投诉;保障承诺服务的实现。

服务监督管理机制 

我司已经建立了完善的售后服务体系及服务监督机制,由主管经理监督,受理用户的投诉,并规定售后部每月一次电话巡检,并出具质量调查报告,听取用户意见,了解产品的质量信息,及时反馈有关部门,以供提高和改进,建立产品信息库,及时了解产品使用的最新情况,并出具巡检报告。

故障事件响应方案 

接到用户系统故障报告电话时,询问故障现象,根据故障情况判断是否需要赶赴现场,对于一般性技术问题,可以利用电话或传真指导用户自行解决,半小时内处理问题。在用户无法解决或请求现场服务的情况下,项目领导小组统一指挥,迅速召集技术人员,立即制定应急技术方案;需要时携带相应的设备或部件,及时赶赴现场,最短时间内解决现场问题;派往现场的技术服务人员,均是具有丰富海外设备维护经验技术全面的工程师。

质保期后技术服务方案

在适当的维护条件下,信号电源模块及轨道电路产品的使用寿命为15年,我司终身提供设备维护及维修所需的元器件。质保期后,我司提供长期的技术支持并以优惠的价格提供备品备件(具体费用详见报价表)。在备件将要停产的情况下,事先将要停止生产的计划以电话和书面的形式通知买方以便买方有足够的时间采购所需的备件。在备件已经停止生产以后,如买方要求,将免费为买方提供备件的图纸和规格。

24小时售后服务电话:13811591049

投诉电话:15771984866 

The company has more than 60 professional technical and service staff with college degree and above. The perfect service support system is a reliable guarantee to ensure the safe operation of equipment system. The company's after-sale service system is established by the client response center and technical support department based on a set of strict service process and system.

Our service system consists of technical consultation, user training, fault event response, system upgrade, installation, commissioning, maintenance, etc. We have established a standard management system aiming at providing satisfied support service for clients. It is specifically achieved through the establishment of service specification and documents, record of service process, supervision and complaint of service and guarantee service.

Service supervision and management mechanism

The company has established a sound after-sale service system and service supervisory mechanism, which is directed by the manager in charge to accept comments and complaints from users. The after-sale service department will carry out telephone follow-up survey to collect comments from users and develop a quality report. The department will immediately report the collected information related to product quality and comments from users to the relevant departments for improvement. The company has established a product information bank to keep abreast of the latest operation condition of product.

Fault event response plan

When receiving a system fault report from users, our staff will ask about the fault information and make judgment whether our technical staff needs to go to the site. For common technical problems, our technical will instruct users to solve the problem on their own through telephone or fax within half an hour. For problems that cannot be solved by users, the company will immediately call on the related technical staff to prepare the emergency technical solution and come to the user’s equipment operation site with the appropriate equipment or instrument, if necessary. Our technical support staffs assigned to the operation site are all engineers who have rich experiences in overseas equipment maintenance.

Technical service plan out of warranty period

Under the proper maintenance conditions, the service life of the signal power supply module and the track circuit is up to 15 years. We provide the components required for the maintenance and repair of the equipment for life. After the expiration of warranty period, we provide long-term technical support and provide spare parts at the favorable price (see the quotation form for details). In the event that spare parts are to be discontinued, we will notify users the plan to discontinue production in advance by telephone and in writing so that users have sufficient time to procure the required spare parts. After the spare parts have been discontinued, users will be provided with drawings and specifications of the spare part free of charge upon the request of users.

24-hour service hotline: +86-13811591049

 complaints hotline:15771984866 

TOP服务导航:关于我们 | 业务范围 | 产品中心 | 网站地图 | 联系我们