Q and A about After-sales service
Q1:How to use and install the machine?
A--First: We provide professional live training videos with USB for each machine, as well as very detailed instructions for reference. Second: Our engineer can be sent to your country. but customer should pay the air tickets. besides, customer should arrange the accommodation for them during the trip.
Q2:How about warranty and spare parts?
A--We provide 1-3 years warranty.Over one year, the machine price will be different. It is an optional service. we will provide enough spare parts for the machine,and most of the parts can be found in local market . You also can buy from us if all the parts that we provided are finished.
Q3:What do we do if we encounter problem about the machine ?
A--Showing us the picture or video of the problem. If the problem can be solved by your workers, we will send you solution by video
or pictures. If the problem out of your control, our engineer will be sent to your factory (customer will pay the fee during the trip). After you contact us, we will respond to your questions within 10 hours and help you solve the machine problem.
Q4:Engineer service
A--Engineers can be dispatched to install and debug the machines in customer's factory. Customers need to pay for air tickets and hotel expenses. The salary of engineers is $150 per person per day. If the customer's order exceeds US$80,000, we can provide 3-day on-site engineer service.
Q5: Is the logistics and transportation reliable?
A--We have a professional shipping agent that we have been cooperating with for more than 10 years. We can help you transport the machine to the port, to the door, etc. The machine can be delivered to you safely. If the goods are damaged or lost during transportation, you can contact us. We will help you file a claim with the shipping agent. Regarding customs clearance issues, some customers have no import experience. We can arrange door-to-door delivery service including tax. You do not need to handle customs clearance and related import procedures. Our shipping agent will help you handle it.
Q6:How is the packaging of the machine? Is it safe?
A--Yes, we guarantee that you will receive the machine safely.For small, lightweight machines, we use cartons and bubble wrap. For larger and heavier machines, we use export-grade wooden crates. All packaging is durable enough to withstand long-distance shipping. It protects the machine and prevents damage during transport.
Q7;About the professionalism of engineers and sales staff?
A--Most of our engineers and sales staff have 5-10 years of experience. They will use their expertise to help you solve your problems as soon as possible. You can contact us anytime via email, website, WhatsApp, WeChat, etc.
