After-sales service
1、 Service commitment:
In order to embody the service tenet of "Surpass Sun Electric is always by your side", the company's customer service network operates on a 24-hour duty system, providing customers with services 24/7 and in all aspects. We keep records of duty phone numbers and dispatch them. After receiving service calls, we will promptly dispatch nearby service personnel and inform customers of the arrangement results.
A. For general questions, please provide clear response and handling suggestions at any time.
B. For major issues, provide clear response and handling suggestions within 4 hours.
C. Urgent assistance (urgently needed parts for repair services): Organize and coordinate within 24 hours, provide a response, and conduct phone tracking until the situation is resolved.
2、 Service principle
1. During the warranty period: If there are any quality problems with the product during the warranty period stipulated in the contract, free warranty or replacement of components damaged due to quality reasons will be provided.
2. Outside the warranty period: For company products that offer lifetime service, if the components are damaged, only the cost fee will be charged for providing accessories; Due to human factors causing product damage, all accessories provided are priced at cost and service fees are charged reasonably.
3、 Customer Follow up Management
In order to better implement the after-sales service tenet of "Surpass Sun Electric is always by your side" and provide customers with fast, convenient, and satisfactory services, a customer follow-up system has been established in the service network management. Follow up forms: mainly including telephone follow-up, letter and email follow-up, and on-site visits.
Purpose of Follow up:
Promote the service concept of Surpass Sun Electric, and provide answers to customers' questions, requirements, and suggestions at any time. Understand the usage of customer products and solicit their opinions and suggestions on product performance, quality, and after-sales service. Passionate and patient in answering various technical inquiries raised by customers.
Follow up target:
Customers with certain influence in the industry; Customers who request follow-up visits and complain about the company's products and services are defined by the company as key project customers.
Follow up personnel:
Senior Manager of Customer Service Center, General Manager of Customer Service Center, etc.