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全国热线:400 8933 598

全国热线: 400 8933 598

售后服务 (AfterSaleService)

1、售后服务模式

所有产品的售后服务均由销售公司的客户服务部门承担。所有消费者均能享受到统一标准的客户服务。

全国统一服务热线:400-8933-598

本公司产品的售后服务以自营服务为主并配合特约维修网点服务,形成遍布全国城乡的完善服务网络。目前在全国29个重点城市设有客户服务中心,100多个城市设有直属售后服务人员,1400多家特约服务网点遍布全国各地,既使在较为偏僻的地区,消费者也能享受到终身服务。

针对农村市场,主要将由特约维修网点承担服务工作。所有特约维修网点,其针对消费者的实质性服务标准与一、二级市场完全是一致的。用户可以通过24小时电话服务中心,提出服务请求,我们将选择附近的维修网点提供上门服务。

2、维修点培训和技术支持

根据县乡网点维修力量薄弱,技术落后等特点,每个省份技术服务中心的培训经理对县乡级维修点展开有针对性的培训工作,目的是提高网点的服务规范性,维修技术能力等,做到持证上岗。总部技术部专门制作了上门服务指导手册及培训光盘,以便于网点快速的掌握服务流程,安装技术,常见故障维修技术等。同时,网点可以使用互联网在线QuickFind系统,来查询定购配件,以及查询技术文档。

3、 基于互联网的服务管理软件

有上网条件网点可以从互联网登陆服务管理软件,从而时时地接受服务派工,并反馈服务完成情况,使用邮件系统订购配件等。对于没有上网能力的网点,其仍然可以通过电话,传真等形式得到派工,所属服务中心有专门的派工团队管理和跟踪手工派单的情况。

4、服务监督和回访

由于客户的电话和服务需求由电话中心统一受理,所以从派工到网点,到服务完成,回访,服务的整个过程均在电话中心、服务中心派工团队以及服务管理软件的监督下完成,保证了服务的闭环控制。

5、网点结算管理

公司使用SAP软件管理网点结算,准确高效的结算效率,能保证特约维修网点及时地结算到费用,从而保证网点的积极性和合作稳定性。

6、 配件供应管理

客户服务部在全国设有30个配件中转仓库,配件可以就近发放,保证所有订单在24小时内给与回应。针对有客户等待的紧急订单,均采用快递方式发货,以使得客户待修时间短。

7、 严格执行三包等服务规定

公司所生产、销售的产品,严格按照国家“三包规定”进行修理、更换及退货。产品整机包修期1年,主要部件包修期3年。主要部件的定义符合国家“三包规定”的内容要求。终身提供上门服务(包括调试、维修、更换门体等);服务机构所在城市/乡镇电话预约24小时内上门服务,其他地区电话预约不超过2日内上门服务;针对农村市场特点和不同地区实际情况,适时开展巡回维修服务等灵活多样的服务,以保证偏远的、农户分散的乡村用户得到及时的维护。


1. After-sales service mode

The after-sales service of all products is undertaken by the customer service department of the sales company. All consumers can enjoy a unified standard of customer service.

National Unified Service Hotline: 400-8933-598

The after-sales service of our company's products is mainly self-service and cooperates with the service of special maintenance outlets to form a perfect service network throughout the country's urban and rural areas. At present, there are 29 key cities in China with customer service centers, more than 100 cities with direct after-sales service personnel, more than 1400 special service outlets throughout the country, even in more remote areas, consumers can enjoy life-long service.

In view of the rural market, the service will mainly be undertaken by the special maintenance network. The substantive service standards for consumers of all special maintenance outlets are completely consistent with those of the first and second tier markets. Users can make service requests through the 24-hour telephone service center. We will choose the nearby maintenance network to provide door-to-door service.

2. Maintenance Point Training and Technical Support

According to the characteristics of weak maintenance force and backward technology of county and township network points, the training managers of technical service centers in each province carry out targeted training for county and township maintenance points. The purpose is to improve the service standardization and maintenance technical ability of the network points, so as to achieve certification induction. Headquarters technical department specially produced door-to-door service guidance manual and training CD-ROM, in order to facilitate the network quickly grasp the service process, installation technology, common troubleshooting technology, etc. At the same time, the network can use the Internet online QuickFind system to query ordered accessories, as well as query technical documents.

3. Internet-based Service Management Software

With Internet access conditions, network nodes can login service management software from the Internet, so that they can receive service assignment from time to time, and feedback the completion of service, and use the mail system to order accessories. For those networks that do not have the ability to access the Internet, they can still be assigned by telephone, fax and other forms. The service center has a dedicated team to manage and track manual dispatch.

4. Service supervision and return visits

Because the customer's telephone and service needs are accepted by the telephone center, the whole process of service from dispatch to network, to service completion, return visit is completed under the supervision of the telephone center, Service Center dispatch team and service management software, which ensures the closed-loop control of service.

5. Network Settlement Management

The company uses SAP software to manage network settlement, accurate and efficient settlement efficiency, can ensure that the special maintenance network timely settlement to the cost, thus ensuring the enthusiasm and cooperation stability of the network.

6. Parts Supply Management

The Customer Service Department has 30 spare parts transfer warehouses throughout the country. The spare parts can be distributed nearby to ensure that all orders are responded within 24 hours. For urgent orders waiting for customers, express delivery is used to make customers short waiting time.

7. Strictly Implementing Service Provisions such as Three Guarantees

The products manufactured and sold by the company shall be repaired, replaced and returned in strict accordance with the "three-package" stipulations of the state. The repair period of the whole machine is 1 year and the main parts are 3 years. The definition of main components conforms to the content requirements of the "three-package regulations" of the state. Lifetime door-to-door service (including debugging, maintenance, door replacement, etc.); city/township telephone reservation within 24 hours; other areas telephone reservation within 2 days; in view of the characteristics of rural market and the actual situation of different areas, timely carry out itinerant maintenance services and other flexible and diverse services to ensure remote and scattered rural farmers. Users are maintained in a timely manner.


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