《After-sales Service System》
I.Professional and quick service team
1.Our professional and experienced technical team provides users with all-round technical support. We have over ten service outlets and four service-dedicated vehicles for helping users to solve problems quickly. Our service outlets are mainly located in developed area of electronic industry including Pearl River Delta, Yangtze River Delta and Beijing-Tianjin-Hebei Region; Shenzhen headquarters, Xiamen office, Wuhan office, Suzhou branch company, Hangzhou office, Shanghai office, Beijing office, Zhengzhou office and Chongqing office.
2. As soon as after-sales service department receives notice of equipment malfunction, it will reply within half an hour, and arrive at the site to solve problem within 3 hours for Pearl River Delta; and arrive at the site to solve problem within 24 hours for regions outside Pearl River Delta
ce, Shanghai office, Beijing office, Zhengzhou office and Chongqing office.
3. Technical service is provided 7*24, regardless of holidays and festivals.
II. Complete service system
1. When equipment arrives at user’s site, professional engineering technicians will be assigned to perform on-site installation and commissioning.
2. Resident technicians will be in charge of training and technical guidance.
3. Technicians will be in charge of comprehensive training, including training on equipment installation, operation, programming, debugging, maintenance and other matters.
4. After training, those who pass training evaluation will be awarded Work License issued by Desen
maintenance and other matters.
III. Client review and service document management
1.Our marketing or after-sales service personnel will make follow-up telephone once a week to know machine operation and service condition.
2.Our after-sales service or marketing personnel will keep in touch with both old and new customers to identify and solve problems promptly.
3.A complete service document management system is established to record details of each client visit for engineering and R&D reference in the future。
IV. After-sales service system and customer complaint handling
1.After-sales service personnel should obey company assignment during his service in customer’s company.
2.After-sales service personnel should obey customer’s management system, factory rules and regulations.
3.After-sales service personnel should write associated service report during his stay in the factory, submit it to customer’s relevant technician for signature and send it back to our company.
4.If customer finds any misbehavior or unsatisfactory service of our after-sales service personnel in his service period, please feel free to report to us by phone. Once the case is proved to be true after investigation, we will punish the employee by warming, demerit record or dismissal.
5.Other service staff will be assigned according to actual situation of the complaint.
V. How to complain
1、Complain by phone: please contact associated sales personnel or call Desen company at 0755-33666525-815
2、Complain by email: firstname.lastname@example.org