Service Support - Dongguan KaiGE Precision Machinery Co., LTD

Perfect customer feedback system

Efficient and quick response service team

1. The after-sales service department is equipped with a special service car to pick up and pick up the after-sales personnel to maximize the speed of arrival.
2. After the after-sales department receives the notification of equipment failure, if the equipment cannot work normally, the Pearl River Delta will reply within half an hour, and dispatch personnel to the scene within 3 hours to solve the problem; Reply within half an hour outside the Pearl River Delta, and then dispatch after-sales personnel to the scene within 24 hours according to the specific situation to solve the problem. (If the boot cannot be normally produced, the after-sales staff will communicate with the customer and arrive at the scene within the time required by the customer).
3. The company's after-sales staff is on standby 24 hours a day, regardless of Saturday, Sunday and holidays.

Sound after-sales equipment field technical debugging guidance program

1. After the equipment arrives at your company, our company will arrange engineering and technical personnel to install and debug.
2. Our company arranges after-sales technical staff to stay in the customer's company for one week, responsible for training and technical guidance (can be extended according to customer's appropriate requirements).
3. Our after-sales technical personnel are responsible for comprehensive training, and your company's operation and technical personnel provide wholehearted service to the installation and operation of our company's equipment without reservation.
4. If the customer company has the requirements, our company can help the customer company to carry out the GKG automatic visual printing machine operation debugging exam for its technical personnel, and grant the "GKG operation qualification Certificate" to those who pass the exam.

After-sales customer return visit and service file management

1. Our marketing or after-sales personnel will call the customer once a week to understand the operation and use of the machine.
2. Regardless of the new and old customers, our company will arrange after-sales personnel or marketing personnel to inspect the machine once a month, in order to timely find the problems in the operation of the machine and personnel operation, and solve the problems in time.
3. Establish a complete customer after-sales service file, record the details of each return visit, so as to facilitate the engineering department's reference research.
4. If customers need, service files can be backed up for customers' reference.

After-sales service system and customer complaint handling

1. The after-sales personnel shall obey the unified command and arrangement during the service of the customer company.
2. After-sales personnel must comply with all aspects of the customer company's management system and various rules and regulations.
3. The after-sales personnel should fill in the after-sales report during the stay in the factory, and ask the relevant technical personnel of the customer to sign and confirm and return to our company.
4. If the customer finds that the after-sales service personnel of our company behave improperly or the service is not in place during the service, please call our company at any time to complain, after the investigation is confirmed, the first complaint fines the party 200~500 yuan, the same party is expelled from the company for the second time.
5. According to the actual situation of the complaint, the customer can decide whether the complained after-sales personnel should continue to stay in the factory and propose to replace other after-sales personnel.