after-sale service

1、 Service system architecture

network

Establishing over 200 service centers worldwide

24-hour unified customer service hotline:

Official website/WeChat online repair system (supports uploading pictures/videos of faults)

Collaborative third-party service provider certification system (covering remote areas)

Service team

Certified Engineer Team (Mechanical/Electrical/Gas Qualifications)

Response mechanism for regional stationed technicians

Regular technical training (≥ 100 hours/person per year)

2、 Core Service Commitment

        warranty policy

        Whole machine warranty: 1 year (graded by equipment category)

        Extended warranty for core components: 3-year warranty for burners/control systems, etc

        Lifetime free technical consultation

        Response time

        Fault level, response time, arrival time, repair cycle

        Level 1 (closure risk) ≤ 15 minutes within 4 hours and 24 hours in the same city

        Level 2 (limited functionality) ≤ 30 minutes, 12 hours, 48 hours

        Level 3 (regular maintenance) ≤ 2 hours, 24 hours, and 72 hours

        Spare parts supply

        The headquarters spare parts warehouse has a stock of 3000+SKUs

        Regional warehouse emergency allocation system

        Return to factory repair and remanufacturing services for old parts

3、 Full lifecycle service process

        Installation and debugging phase

        Provide suggestions for optimizing 3D layout

        Video recording and archiving of the entire equipment installation process

        72 hour continuous operation test acceptance

        Daily use stage

        Quarterly preventive maintenance (PM service):

        ✓ Gas system airtightness testing

        ✓ Electrical safety testing

        ✓ Lubrication calibration of mechanical transmission components

        Annual deep maintenance package

        Fault handling process

        A [Customer Repair Report] -->B {Initial Diagnosis of Intelligent Diagnostic System}

        B -->| Simple Fault | C [Remote Video Guided Repair]

        B -->| Complex Fault | D [Dispatch to the nearest engineer]

        D -->E [On site diagnosis+maintenance plan]

        E -->F {Need to replace parts?}

        F -->| Yes | G [System automatically generates spare parts transfer order]

        F -->| No | H [On site repair and testing]

        G -->I [Second visit after accessories arrive]

        H -->J [Customer signature confirmation]

        J -->K [Satisfaction with Follow up within 3 Days]

4、 Value added service projects

        Equipment upgrade and renovation

        Energy Efficiency Optimization Plan (Gas to Electric Heating System)

        Intelligent transformation (installation of IoT remote monitoring module)

        Customer training system

        Basic operation training (monthly online live broadcast)

        Advanced Maintenance Certification Course (Issuing Manufacturer Qualification Certificate)

        VR simulation troubleshooting training system

        Data based services

        Equipment Health Management System (Real time Monitoring of Operating Parameters)

        Maintenance big data warning (predicting failure probability 30 days in advance)

5、 Customer rights protection

        Service Supervision

        Service process GPS positioning tracking

        The video recording of the entire repair process can be traced

        Third party insurance companies underwrite service risks

        Membership system

        Gold customer:  VIP channel for annual purchases exceeding 500000 yuan

        Strategic Customer:  Exclusive Equipment Health Management Team

6、 Continuous improvement mechanism

Monthly release of Service Quality White Paper

Quarterly customer satisfaction survey (NPS ≥ 85 points)

Annual Service Innovation Proposal Incentive Plan