Hello, welcome to Chongqing ATEC Technology Co., Ltd. official website!
ATEC
Technical support
After-sales Support
1. warranty commitment period
The warranty period of the equipment is 2 years, and the official effective date is calculated from the date when the buyer signs the acceptance certificate of the equipment. During the warranty period, we are responsible for all kinds of faults caused by the equipment itself and are responsible for solving them free of charge, including the replacement and maintenance costs of faulty parts, personnel travel expenses, etc., but excluding equipment damage caused by operational errors or other man-made reasons.
2. project after-sales support team introduction
The company has always been the pursuit of excellent service quality, customer satisfaction for the constant pursuit of the goal. Relying on a strong technical service team, the bidder has established a set of perfect service system, which can provide perfect and convenient technical support and accompanying services for customers from installation and commissioning, acceptance training, and later after-sales service. The main person in charge and work contents of this project are as follows:
|
Name |
Age |
Professional |
Industry experience |
Title |
Work Content |
|
Chen Wen |
34 |
Electrical Automation |
15 years |
After Sales Manager |
Overall responsible for the commissioning and acceptance of the project and the full range of services during the life cycle of the project. |
|
Peng Yu |
32 |
Electronic Engineering |
14 years |
After Sales Engineer |
Responsible for the main commissioning and training of the project |
|
Xie Shaojun |
45 |
Industrial Automation |
22 years |
Technical Deputy Director |
Be responsible for solving all difficult problems during commissioning and acceptance |
|
Zhang Hui |
32 |
Electrical Automation |
12 years |
After Sales Engineer |
Responsible for assisting Peng Yu in equipment commissioning |
|
Zhang wanyong |
36 |
Mechatronics |
12 years |
After Sales Engineer |
Responsible for the special after-sales service of the later products of the project |
|
Jiang Youhua |
33 |
Mechanical manufacturing |
12 years |
After Sales Engineer |
Responsible for assisting Peng Yu in equipment commissioning |
3. after-sales service content and scheme
Our company will provide customers with free technical support, including: telephone support, on-site maintenance, spare parts replacement, system failure reporting and prevention, regular inspection of customers, etc.
1)7*24 hours to provide telephone support; first-time telephone response: after receiving the repair call, the local technical service personnel will respond within 30 minutes and arrive at the scene within 48 hours to find out the cause and propose solutions. During holidays, rest days or after work, users can contact technical support personnel through mobile phones or telephones, and we ensure that users' questions can be responded to in a timely manner at any time. After receiving the customer's technical support request or failure report, we will immediately contact the user by telephone to understand the details of the system failure and guide the user to solve the problem. For technical problems that cannot be solved immediately, they will be recorded in our company's customer reporting system and will tell the user the expected time to solve the problem.
2) The implementation of spare parts first service mode: when the equipment fails, our company will arrive at the scene within 2 hours and replace the spare parts to ensure the normal operation of the system. We replace the replacement equipment when it cannot be repaired within 8 hours. We will guarantee the supply of spare parts for 15% of the equipment purchased by us in the project. In order to facilitate users to quickly replace parts. Once the equipment fails, we will provide spare parts for users from the library in time (may be the same model products or the same function products or better performance products) to replace the damaged equipment and maintain the normal operation of the user system.
3) In the process of maintenance, make statistics on the equipment and systems that have been maintained to determine the usage of the equipment and find out the possible hidden dangers of the equipment in time to prevent the failure of the equipment. At the same time also do a good job of equipment spare parts.
4) In order to make the customer's system state reach the best and find the potential failure hidden danger in time, take precautions, reduce the probability of equipment failure, and ensure the stable operation of the system. We promise to carry out inspection on a quarterly basis and provide inspection 4 times a year. We can change the specific inspection time and annual inspection times according to the requirements of users. The specific content of the inspection service: provide the inspection content in advance and carry out the service after being confirmed by the user; Collect the operation parameter information of the previous system operation cycle; Guide the user to implement the system optimization; Discuss with the user's technical team for the faults or problems in optimization; Submit the inspection report; Determine the main work content and objectives for the next stage.
List of Project Service Measures
|
Project |
Specific content |
|
Mode of delivery |
We are responsible for delivery to the designated place, and responsible for equipment installation, power-on, commissioning, opening and use training, and completion acceptance according to user requirements. |
|
Acceptance Criteria |
Acceptance according to the functional description of the bidding documents and user requirements, |
|
Full warranty period |
All equipment in this project provides 7x 24 hours service. We will respond to the owner's maintenance application within 24 hours, and solve and establish user maintenance record log files within 48 hours, including failure phenomena, causes, solutions, etc. |
|
Service Agency Network |
|
|
Response time |
The first time the phone response, 48 hours to arrive at the scene |
|
Time to solve the problem |
Troubleshooting within 48 hours |
|
Spare parts |
Equipment that cannot be repaired on site shall be replaced by upgraded products of the same model or compatible type. After the equipment is repaired, it shall be replaced without affecting the use of the Owner. |
|
Technical Training |
Provide technical documentation for product use, equipment operation instructions and system connection diagrams; |
|
User return visit |
1 home visit service per semester; Establish user return visit maintenance record files. |
|
Continuation of service |
After the expiration of the warranty period, both parties can negotiate and sign the equipment warranty and maintenance contract. The company will provide the most favorable price to charge the service fee, and we will continue to provide the service in accordance with the provisions of the signed contract. 2. Outside the warranty period, our company still has the responsibility and obligation to provide users with the following services.
|
|
Other |
Organize a user exchange forum every six months; |
4. after-sales service quality assurance measures
Ensure that after-sales service is scientific and reasonable to meet customer requirements. The company strictly implements the relevant after-sales service control procedures in the ISO9000. In order to clearly understand the service quality of after-sales service, improve and perfect after-sales service work. After-sales service, service quality survey work. By postal mail, fax or telephone survey.
After the after-sales service is completed, the department assistant will conduct a satisfaction survey. The satisfaction survey includes two methods: questionnaire survey and telephone survey. If the time exceeds the reply time that can be received by letter or fax, the department assistant should actively contact the customer to understand the situation. If the telephone survey method is adopted, the department assistant will call the customer manager to inquire about the after-sales service and fill in the Company's Customer Satisfaction Questionnaire for the telephone survey method. Whether the satisfaction survey is conducted after the completion of after-sales service is stipulated as follows:
A. technical support engineers to the site for troubleshooting, or technical support must be carried out satisfaction survey.
B if the customer project is abnormal, our engineers will serve them by telephone or fax for many times, and the customer satisfaction survey must be carried out after the completion of after-sales service.
c. If the customer only carries out technical consultation, or the system abnormality is very easy to solve, the satisfaction survey is not required after the completion of the after-sales service through the telephone.
● Customer Complaint Management
Our company implements strict supervision and management mechanism for the after-sales service provided. If customers are not satisfied with our technical service personnel or do not provide corresponding services according to the contract service standards, they can directly feedback to the relevant person in charge of our company's project. At this time, the company will arrange a more senior technical service personnel, until the company is responsible for the leadership, go to the scene, in order to successfully solve the problem until the elimination of customer dissatisfaction.company unified complaint telephone:023-67180169
HELLO！
Thank you for entering the official website of ATEC. If you have cooperation intention or suggestions, you can contact us through the following ways, and we will contact you as soon as possible. Thank you!
Address：No. 9, Airport Industrial Park, Yubei District, Chongqing, China.
Market Consultation Tel：+86-023-67180600
After-Sale Service Hotline：+86-023-67180169
After-Sale Service Fax：+86-023-67180019
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