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。
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
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.