After-sales Service

After-Sales Service Commitment

Huaihua Jiannan Machinery Co., Ltd., adhering to the quality policy of "continuously meeting customer requirements and striving to exceed customer expectations," solemnly makes the following commitments to quality and after-sales service:

Quality and After-Sales Service Commitment

1. The company fully implements the GB/T 19001-2016/ISO 9001:2015 quality management system and military product quality inspection standards, providing users with high-quality, safe, reliable, and advanced products. At the same time, we offer long-term, timely, efficient, and professional after-sales service to ensure complete customer satisfaction.

2. All products are designed and components purchased strictly according to the technical standards required by customers without unauthorized modifications. Product packaging, storage, transportation, and accessory distribution comply with or exceed national and industry standards, and we welcome user supervision at all times.

3. Our products have a lifespan of over 10 years. For any quality issues, the product is eligible for a full replacement or refund within 10 years. Beyond the warranty period, we provide lifelong maintenance to eliminate user concerns.

4. The company allocates technical service personnel in the provinces and cities where products are installed, providing 24-hour on-call services. We fully cooperate with project design, installation, and commissioning until a stable operating system network is established.

5. We continuously improve our pre-sales, mid-sales, and after-sales service networks. A professional after-sales service team is in place to solve technical difficulties or other problems users encounter during product use. We provide free technical support and training during product installation and system debugging.

6. User archives are established, and tracking services are implemented. We promptly inform management parties about product quality information. All company offices conduct regular visits to local users to gather feedback and provide satisfactory services.

7. Service Response Time: upon receiving a customer’s request for on-site service, we respond with technical guidance within 8 hours and arrive on-site within 24 hours. A solution is submitted within 5 working days, with specific users served according to contractual agreements.

8. After signing a contract, our company inspects the installation site and formulates suitable installation, commissioning, and operational service plans. If necessary, these plans can be modified to meet customer satisfaction, focusing entirely on customer requirements.

9. On-Site Service Management Model: the service management model assigns ultimate responsibility to the general manager. The marketing department is the directly responsible department, with specific implementation carried out by the after-sales service department. This department consists of service outlets, branch offices, maintenance teams, technical support teams, and quality inspection teams. To reduce response times and enhance service quality, we have established service outlets or branches in over 20 provinces and cities nationwide, staffed with permanent service personnel. (See attached service organization chart: Image1.jpg)

10. 24/7 Hotline and Technical Stations: a 24-hour hotline (400-080-4507) is available to promptly address customer inquiries and provide technical guidance. Technical stations are set up in all provinces to answer product usage questions in real-time. If necessary, technicians are dispatched to perform on-site inspections and maintenance until customer satisfaction is achieved, ensuring the safe and stable operation of products.

Implementation Details of After-Sales Service

I. Technical Services

1. The company assigns experienced technical personnel to the site as per the technical specification agreement (if required). These personnel will address issues encountered during the installation and commissioning (trial operation) of contracted goods. If the assigned personnel are deemed unqualified, the buyer has the right to request a replacement, and the company will ensure no delays to the project timeline. Any resulting costs will be borne by the company.

1.1) Personnel attending the unpacking inspection must be authorized to address any issues encountered. Personnel overseeing installation and commissioning must possess sufficient technical skills to handle all related problems. Similarly, personnel present during trial operation must be authorized to resolve any issues arising with the contracted goods.

1.2) A dedicated coordinator will be appointed to manage and address all problems arising during the installation and commissioning (trial operation) process.

2. When the buyer requests on-site service, technical personnel will respond within 2 hours and arrive at the site within 12 hours of notification. A solution will be submitted within 2 working days.

o A 24-hour service hotline (400-080-4507) is available to provide prompt responses and technical guidance.

3. Technical personnel providing on-site services must strictly adhere to all safety regulations of the construction site, such as wearing safety helmets. They will operate under site supervision and may not dismantle, modify, or damage any contracted goods without permission. Any adjustments to contracted goods must be performed under the supervision of the site representative or project owner. If safety regulations are violated, the buyer has the right to request personnel replacement. Any consequences arising from such incidents will be borne by the company.

4. Within 15 days of the contract taking effect, the company will submit a plan for the technical service work to the buyer. This plan will outline the number of technical liaison meetings, their timing, and locations.

5. The company will invite the buyer to participate in technical design discussions and provide explanations as necessary.

6. For major issues requiring immediate negotiation, either party may request a meeting, and the other party should generally comply.

7. Both parties will sign meeting or communication minutes for all discussions. These documents will hold equal weight to the contract and must be adhered to. Any contractual changes will require mutual agreement and adherence to Clause 12 of the agreement.

8. Any agreed-upon technical service plans for installation, commissioning, and operation may be modified by the company upon written notice to the buyer and subsequent buyer approval. The buyer may also request modifications to suit site conditions, which the company will consider and strive to accommodate.

9. Before installation, the company will provide standardized installation guidelines, detailing processes, requirements, and verification standards. Installation records must be signed by construction personnel, the company’s on-site technical personnel, and the supervisory representative.

10. The buyer has the right to distribute copies of the company's designs, installation plans, and technical documents to relevant parties.

11. In case of power supply interruptions or operational issues with contracted goods, the company will fully cooperate to restore operations and diagnose the cause of the failure.

12. Additional Provisions:

· The company will provide training on installation, commissioning, use, and maintenance, ensuring buyer personnel are familiar with the product's operation and basic maintenance. Training plans will be submitted two weeks before the start date, with specific content finalized one week prior. The company will provide necessary materials such as manuals, diagrams, and tools. Updated training materials will be supplied as needed.

· Assistance will be provided for on-site trial runs, commissioning, and acceptance. In cases of quality issues, faulty goods will be replaced free of charge throughout their lifecycle. Software updates and upgrades will also be provided free of charge.

· Necessary spare parts and tools for maintenance will be supplied. Additional devices such as programmers and extended antennas will be provided free of charge.

II. Technical Training

1. The company provides detailed guidelines and procedures to ensure proper installation and use of products. Technical documents and support will be offered as required by the buyer.

2. Training will be provided at the company’s headquarters or on-site, equipping the buyer's personnel with skills for installation, operation, inspection, and maintenance. Comprehensive training materials, such as manuals and tools, will be provided, with future updates shared promptly.

III. Service Commitment

· The company guarantees a 15-year warranty for all Jiannan-manufactured products. Within this period, quality issues will be addressed through free replacement or repair. After the warranty, lifetime maintenance services will be provided, charging only the cost of replacement parts.

Additional Services

1. Free revisions and upgrades to technical solutions for improved product performance or system expansions.

2. Only material costs will be charged for repairs beyond the warranty period.

Periodic training sessions on product upgrades will be organized for management and technical personnel of the buyer, with all expenses borne by the company.