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北京峙之弘源科技有限公司
注册地址:北京市经济技术开发区宏达北路8号1栋3层
生产地址:北京大兴区瀛海镇瀛海工业园瀛瑞路6-5号 
电话:010-67864389 010-67864390
传真:010-67864390 
售后服务

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,具体则通过企业内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测试表单。

24小时售后服务电话:13572223620

投诉电话:15771984866

售前、售中、售后服务承诺

售前服务承诺:

1. 为了积极配合贵方工作需要,利用地域优势、完善的售后服务体系和优良的售后服务团队,更好地为客户服务,我司成立了专门的项目小组,在该工程中如有任何与我司产品有关的问题,可随时与之联系,我们将最大限度满足贵方的需要。

2. 为用户提供我司的资质证明及产品相关的鉴定证书。

3. 为用户提供质量保证措施,售后服务方案及近几年产品的销售业绩。

4. 为用户提供产品相关资料:我方为贵方提供全套技术指导及说明书(包括设备的技术性能、技术指标说明  书)、测试记录。

售中服务承诺:

1.  按照合同的要求,为买方进厂检验提供一切便利条件。

2.  严格按照合同的要求组织生产、检验、入库和发运。

售后服务承诺:

1. 设备到买方后,若发生技术问题,可拨打技术服务电话(24小时服务电话13572223620)咨询。若未能解决,我方将派遣技术人员24小时内赶赴现场并保证进入现场1小时内解决发生问题或发送新的设备进行更换。

2. 我方产品质量保证期为1年,终生维修。

   我司信号产品已建立“三包”服务体系,并提供培训及服务,以满足用户的需求:

  “三包”为:

    包退。由于设计、工艺或材料问题而导致的任何产品缺陷,我方无条件退货,造成工程损失时由我方负责赔偿。

    包换。由于设计、工艺或材料问题而导致的任何产品缺陷,我方无条件负责更换,造成工程损失时由我方负责赔偿。

    包修。在保证期内设备发生故障我方免费维修,免材料费及运输费用;在质量期以外我方有偿维修,只收取材料费及运输费。

Introduction to after-sale service system

  The company has more than 60 professionaltechnical and servicestaff with collegedegree and above.Theperfect 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: +86-13572223620

Complaints: +86-15771984866

Service Commitment for Sales

Service commitment before sales:

1. In order to actively cooperate with your work and make the use of geographical advantages, sound after-sale service system and excellent after-sale service team to provide the best service for clients, we have set up a special project team. You can contact our project team in the event of any problem related to our products during the implementation of the project. We are committed to satisfying your needs to a great extent.

2. We will provide users with our qualification certificate and product-related certificates.

3. We will provide users with quality assurance measures, after-sale service plan and product sales performance in recent years.

4. We will provide users with product-related information. We will provide detailed technical guidance and operation instructions (including the technical performance of equipment, technical specifications), and test records.

Service commitment in sales:

1. We will provide all conveniences for buyer’s factory inspection in accordance with the contract.

2. We will organize production, inspection, warehousing and shipping strictly in accordance with the contract.

Service commitment after sales:

1. In the event of any technical problem after receiving the equipment, please contact our after-sale service department at +86-13572223620(24-hour service). If the problems cannot be solved, we will immediately send our technical staff to the equipment operation site within 24 hours and ensure to clear the problem within 1 hour or deliver a new equipment for replacement.

2. We offer a one-year warranty period for our products and maintenance for life.

  We have established a sound guarantee system of after-sale service for our signal products and will provide training to meet users’ needs.

  We have established a 3R guarantee system for signal products:

  Refund: For any product defects due to our design, technique or material problems, we will unconditionally refund the product andmake compensation for project loss.

  Replacement: For any product defects due to our design, technique or material problems, we will unconditionally replace the product and make compensation for project loss.

  Repair: If our signal equipment goes wrong during the warranty period, we will carry out repair free of charge. For signal equipment out of warranty period, we will provide compensable repair service with only material and transportation costs paid.

 

Copyright (C) 2009-2012 北京峙之弘源科技有限公司 .All Rights Reserved

公司地址:北京市经济技术开发区宏达北路813

生产地址:北京市大兴区瀛海镇瀛海工业园瀛瑞路6-5

联系电话:010-81503769 010-67864390
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