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售后服務管理II. After-sales service management

 

      售后服務管理工作由公司副總經理 張明 全面負責,工程部經理統籌管理,工程部辦公室人員具體負責。

Zhang Ming, Vice General Manager, is fully responsible for after-sales management, the manager of Engineering Department carries out coordination management, and personnel form the Engineering Department take charge of the detailed work.


1、工程部辦公室負責對所有客戶建立售后服務檔案,分類歸檔管理,工程設備的質量保修期內免費為客戶提供貨物的技術指導和維修服務及零配件更換。
The Office of the Engineering Department is responsible for establishing the after-sale service archives for all customers, and classification archiving management; within the warranty period of engineering equipment, it provides customers with the technical guidance on goods, repair services and spare parts replacement free of charge.


2、 相應時間:我方保證在貨物出現故障和缺陷時,或接到客戶提出的技術服務要求后1小時內予以答復,如客戶有要求或必要時,我方會在接到客戶通知后3小時內派技術人員至維修現場,免費維修和提供現場維修指導。
Appropriate time: we guarantee to respond within 1h when the goods are faulty and defective, or upon receipt of the technical service requirements from the customer; as required by the customer or when necessary, we will, within 3h upon receipt of customer notification, send technical personnel to the repair site for free maintenance and on-site maintenance guidance.


3、 我公司在接到正式維修通知后24小時仍不能修復出現問題設備,我方會給出書面解釋和答復,并采取相應措施以最大程度的減少客戶的損失。
If failing to repair the equipment in question within 24 h after receipt of the normal maintenance notice, we will give written explanations and answers, and take appropriate measures to minimize the loss to customers.


4、 如我方在接到客戶提出的技術服務要求或維修通知后沒有響應、拒絕或沒有派技術人員到達現場進行維修,客戶有權委托第三人對貨物進行維修或提供技術服務,由此產生的一切費用由我方承擔。
If we fail to respond, refuse or do not send technical personnel to arrive at the site to carry out maintenance after our receipt of technical service requirements or repair notice from the customer, the customer has the right to entrust a third party to repair the goods or to provide technical services, at all the costs to us.


5、 如因客戶在使用中自行變更貨物的硬件或軟件而引起的缺陷,或因操作人員維護不當而損壞的貨物或零部件,我方不負保修責任,但我方可以提供更換或修理服務,由此發生的費用由客戶負擔。
We are not responsible for any defects caused as a result of changes to the hardware or software by the customer in use, or damage to goods or parts due to improper maintenance by the operators, but we can provide replacement or repair services at the costs to the customer.


6、 如因我方得供的貨物硬件或軟件有缺陷,或我方在現場的技術人員指導有錯誤而使貨物不能達到招標規定的指標和技術性能,我方負責維修或更換缺陷和損壞的設備硬件或軟件,使貨物運行指標和技術能達到招標規定,由此發生的全部費用由我方承擔。
If the goods can not meet the indicators and technical performance specified in the bidding because of the defects of hardware or software of the goods provided by us, or because of error of the guidance provided by our technical staff, we will repair or replace defective and damaged hardware or software of equipment, so that the goods operation indicators and technology can achieve the tender requirements, at all the costs to us.


7、 在設備保修期內,如果由于我方原因更換、修理和續補設備,而造成客戶設備不得不停止運行,其設備保修期應依照停止運行的實際時間加以延長,因此給客戶造成的損失,我方負責賠償。
If, within the equipment warranty period, customer equipment has to stop running due to replacement, repair and replenishment of equipment for our reason, the equipment warranty period should be extended in accordance with the actual stop time, and we are responsible for compensating the customer for the loss.


8、在設備保修期滿后,我方保證繼續為客戶提供貨物的維修服務,客戶應按我方提供的優惠價格向我方支付相關費用。
After the equipment warranty period expires, we guarantee to continue to provide customers with maintenance services for the goods, and customers should pay to us related costs at the favorable price provided by us.

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9、在設備保修期滿后,如果因設備硬件或軟件的固有缺陷和瑕疵出現緊急故障和事故,我方在接到客戶通知后立即提供電話支持或遠程支持并在4小時內到達現場,迅速排除貨物故障。
If, after the warranty period expires, emergency breakdowns and accidents take place due to inherent flaws and defects of equipment hardware or software, we will, upon receipt of customer notice, provide telephone support or remote support immediately and within 4h, arrive at the site for quick removal of goods failure.


10、我方保證給予客戶的報價書內提供的設備及相關的軟件和技術資料,我方均已得到有關知識產權的權利人的合法授權,如發生涉及到專利權、著作權、商標權等爭議,我方負責處理,并承擔由此引起的全部法律及經濟責任。
We guarantee that, for the equipment provided to the customer in the quotation and related software and technology, we have been legally authorized by the obligee of intellectual property rights, and we are responsible for treatment of any dispute concerning patent rights, copyrights and trademark rights, and assume the legal and economic responsibility therefrom.

 

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