"Three guarantees and one compensation" service regulations

1 Subject Content and Scope of Use Quality

1.1 This system stipulates the specific content of "three guarantees and one compensation" for products.

1.2 This system applies to the company's service work.

2 The products that have been sold have quality problems such as manufacturing, packaging, and transportation during the "three guarantees and one compensation" period ".

Calculation of the "three guarantees and one compensation" period in 2.1:

2.1.1 The period of "three guarantees and one compensation" for all products and supporting accessories of the company is one year, from the date of invoice issued by the sales department to the date when the customer puts forward the opinion of "three guarantees and one compensation" (calculated according to the date of the customer's letter and call).

2.2.2 Package return: due to the failure to provide the user specified specifications, capacity of the product, the implementation of the package return.

2.2.3 Replacement: users found that the manufacturing quality has irreparable defects before putting into operation, the implementation of replacement.

2.2.4 Compensation: compensation for heavy losses caused to users due to manufacturing quality problems shall be handled in accordance with the relevant provisions of the current regulations on the quality of industrial products.

2.2.5 Due to the company's responsibility caused by missing parts, missing parts, wrong hair, the company should not be conditional replacement.

2.2.6 The company is responsible for the quality problems of all departments and components matched with the company during the "three guarantees and one compensation" period.

2.2.7 All products with manufacturing quality problems that can be repaired on site shall be repaired by the company on site, and the repaired products shall meet the requirements of relevant national standards.

3 The division of responsibilities in the "three packages and one compensation".

3.1 product failure and early damage caused by manufacturing quality, the company shall bear the responsibility of "three guarantees and one compensation.

3.2 the quality loss caused by improper use by customers or other reasons, the company is responsible for providing technology, accessories and repair convenience, and the service cost shall be borne by the customer.

If the 3.3 customer refits, adjusts and repairs without the consent of the company, and cannot carry out quality accident analysis after repair, the company shall not bear the responsibility of "three guarantees and one compensation.

4 Economic responsibility in the "three guarantees and one compensation".

The company undertakes the "three guarantees and one compensation" responsibility for the products, the company provides free parts, free services and bear direct economic losses (direct economic losses refer to compensation for the loss of parts or the whole machine, round-trip freight and other costs of on-site repair).

 

Customer Complaint Handling Procedure

1. Objective To standardize the process of handling external customer complaints and the determination of responsibility.

2. Scope of application

Applicable to the handling of external customer complaints.

3 Responsibilities

The sales department is responsible for handling customer complaints and communicating the results with customers through agents (distributors);

The 3.2 after-sales service department is responsible for the handling of the problem, if you need the assistance of other departments, apply to the general manager.

General Manager of the 3.3 is responsible for the approval of major complaints;

The 3.4 responsible department is responsible for the rectification of quality complaints.

The 3.5 Finance Department is responsible for the determination of quality losses arising from complaints.

4 The process of handling customer complaints.

 

5. Handling of customer complaints

When 5.1 customers complain about the company's product quality, the sales department shall accept the complaint and make records and send it to the after-sales service department in the form of fax. The after-sales service department shall handle it uniformly. If it needs the assistance of the salesman and other departments, it can apply. The problem should be answered within 4 working hours. Regarding the handling results, the after-sales service department should pay attention to keeping the records of the handling results, the sales department and other relevant responsible persons shall be informed of the processing results and the responsibilities shall be clearly defined for improvement.

The 5.2 finance department determines the amount of loss based on the results of the treatment.

5.8 After-sales Service Department and Quality Management Department are responsible for tracking and verifying the results of customer complaints.

Complaint telephone number: 0576-84112727

6. Relevant Records

Customer Letter Fax

Customer call registration record