Q1: How is after-sales service specifically executed?
Support is delivered through three operational dimensions:
• Dimension 1: 24/7 remote guidance. Scanning the code provides direct access to our engineer team in China.
• Dimension 2: A global network of 86 physical service outlets, with locations published on our official website.
• Dimension 3: Free provision of a backup machine if production stoppage due to equipment failure exceeds 72 hours.
Q2: Can practical testing be conducted before purchase?
We offer three testing channels with zero upfront cost:
Channel 1: Pay only the shipping fee for a 7-day, deposit-free trial with a sample machine.
Channel 2: Bring your own raw materials to our factory for complimentary trial processing.
Channel 3: Request a live video tour of any existing client's operational workshop.
Q3: How is production continuity ensured during a breakdown?
We employ a dual-action plan to minimize downtime:
Plan A (Rapid Repair): A video repair session is initiated within 2 hours of you scanning the code to report the issue.
Plan B (Ultimate Safeguard): Should the downtime be assessed to exceed 24 hours, a backup machine is dispatched immediately via DHL worldwide.
(Our records show 27 backup machine deployments in 2024, successfully ensuring production continuity for all affected clients.)
Q4: What happens if service response falls short of the promised timeframe?
We have clear compensation terms for delayed response, as outlined below:
For general faults: Compensation at $50 per hour for any time exceeding the 2-hour resolution window.
For on-site repairs: If a technician fails to arrive within 24 hours, the monthly maintenance fee for that period is waived.
For critical faults causing stoppage: If production is not restored within 72 hours, compensation is provided for the lost daily output value.