1. After-sales service commitment

1.1 Equipment installation, commissioning, and acceptance and service: 

After the instrument arrives at the user's location, installation and commissioning shall be carried out within one week after receiving the user's notification until it passes the acceptance.

1.2 After-sales service plan

To ensure product quality and ensure the safe and comfortable use of users, we make the following commitments: set up after-sales service outlets with professionals to set up a maintenance team. Equipped with technical information, maintenance tools, product equipment, and established a spare parts warehouse to meet the needs of after-sales service.

1.3 The warranty period and warranty content

① The product warranty period is 1 year and lifetime maintenance.

② During the warranty period, there is no charge for service, maintenance, and replacement parts.

③ Under the correct installation and use of the product, during the warranty period, if the product has quality problems, our company is responsible for the repair, return, and replacement.

④ After the expiration of the warranty period, only the cost will be charged for maintenance and maintenance.

⑤ Each user who installs the product will have telephone interviews and regular on-site return visits to grasp the on-site situation.

⑥ In the process of installation, commissioning and maintenance of products or accessories, once there is a problem, we should deal with the problem first and then distinguish the responsibilities, and follow the principle of meeting customer needs.

1.4 Maintenance service system

Purpose

To strengthen the maintenance of the factory equipment, ensure the timely repair of the equipment, reduce the downtime, and ensure the smooth completion of the annual production plan, the regulations of this standard are specially formulated.

Scope of application

This document applies to the repair of equipment produced by 

2. Warranty period

(1) After the instrument is installed, debugged, and accepted, our company provides a one-year free warranty, and the warranty period starts from the date of acceptance and signature of the instrument. The time when the instrument is out of service due to failure during the warranty period shall be added to the warranty period.

(2) Provide spare parts sales outside the warranty period, and be responsible for the maintenance of the instrument. The manufacturer has a spare parts warehouse, which can ensure the timely supply of spare parts.

(3) After the 1-year warranty period, the buyer reserves the right to sign a follow-up maintenance contract for the equipment with the manufacturer.

(4) After the expiration of the warranty period, our company will provide two free technical maintenance services at the buyer's request (the cost of damaged parts shall be borne by the buyer)

3. Maintenance response time

Jinan LIJIANG Glass will respond to the user's service requirements within 1 hour; if it needs to be repaired on-site, it will arrive at the instrument site within 3 working days; general problems will be solved within 48 hours, major problems or other problems that cannot be quickly solved within one week solve or propose a clear solution, otherwise the seller compensates the user for the corresponding losses.

4. Personnel training

(1) The product manufacturer provided by our company has a training center with a usable area of more than 300 square meters, and the training staff is 3 people. On-site training of 2 operations, maintenance and development technicians in the instrument training center to achieve the level of independent and skilled operation. The training time is 3 days.

(2) Our company provides more than 2 places for buyers to study at the manufacturer's training center for free. The training time is valid for 2 years, and the travel expenses are negotiated by our company and customers.

5. After-sales service method

To ensure the after-sales service capability of the supplied products, our product manufacturers have a complete after-sales service system.
After-sales service

5.1 After-sales service method

① Telephone support: 

By telephone or fax, professional and technical personnel will be arranged to locate the equipment fault within the specified time, come up with a solution, and finally eliminate the fault.

②On-site support: 

For faults that cannot be diagnosed by telephone, technical engineers will be arranged to analyze the reasons, formulate plans, and troubleshoot faults.

1. Service method

1. Telephone support: By telephone or fax, professional and technical personnel will be arranged to locate the equipment fault within the specified time, and come up with a solution, and finally eliminate the fault.
2. On-site support: For faults that cannot be diagnosed by telephone, technical engineers will be arranged to analyze the reasons, formulate plans, and troubleshoot faults.

2. Service Commitment

  1. Timely service response;
  2. Effectively solve the problem;
  3. Service process specification;
  4. Comprehensive service content.

Provide a 1-year warranty period for the equipment provided by our company. 

If there is a quality problem during this period, our company will send a special engineer to respond within 1 hour, arrive at the scene within 72 hours, and solve the problem within 24 hours. If the problem cannot be solved within 24 hours, the corresponding product will be replaced on the same day

3. Responsibilities

3.1 This system is written or revised by engineering and technical personnel, and approved by the manager in charge.

3.2 This system is implemented by the equipment management department in collaboration with post operators and equipment maintenance personnel.

3.3 This system is supervised and inspected by the equipment management department.

4. Content and requirements

4.1 According to different situations such as equipment failures and accidents, equipment maintenance is divided into three categories: regular maintenance, emergency maintenance, and equipment renewal and system transformation.

4.2 Regular maintenance

① Adhere to the principle of equipment maintenance based on prevention, carry out regular maintenance, and formulate corresponding major, medium, and minor repair plans.

② The relevant personnel must carefully implement the maintenance plan to prolong the normal service life of the equipment as much as possible and reduce the chance of emergency maintenance.

③ The equipment management department is responsible for establishing equipment maintenance files. The maintenance records and replacement parts records must be complete and true, to analyze the cause of the failure and determine the responsibility.

④ After the equipment is regularly maintained, the production department and the equipment department will jointly organize the acceptance. After the acceptance is passed, the equipment maintenance acceptance form will be jointly filled out and signed by the responsible persons of both parties before it can be put into production.

⑤ When regular maintenance of the normal system is carried out, if the production and use are affected, the production department must be notified three days in advance to be fully prepared.

4.3. Emergency maintenance

When emergency maintenance must be carried out, the equipment management department should be notified immediately, and the equipment management department will arrange personnel to deal with it according to the actual situation. Replacement ensures that the device is functioning properly.

5. After-sales service content

5.1 The product warranty period is: product equipment is guaranteed for 1 year, free warranty during the warranty period, and lifetime maintenance. The warranty period is calculated on the day when the product is installed and passed the acceptance inspection. After the expiration of the warranty period, a reasonable fee will be charged according to the situation.

5.2 After each service is completed, a formal after-sales service report will be submitted to the customer.

5.3 Installation and debugging: The installation and debugging of the goods are provided free of charge. According to the predetermined plan and the actual needs of the user, the installation plan is formulated and installed, and deb

5.4 Information: After the installation is completed, the necessary documents and all the information about this project are provided free of charge.

5.5 For product repair, maintenance, and simple handling methods in the event of failure, our company will conduct technical training on the user's site;

5.6 Our company guarantees the inherent quality of the products we sell (except for product damage caused by human, environmental, and force majeure factors);

5.7 Guarantee the supply of spare parts, consumables, and maintenance services;

5.8 Set up a special engineer in the local area and set up a special maintenance point. Two maintenance technicians, Mohit and Vikram, have been trained for the maintenance point.

5.9 If there are maintenance outlets in the local area, it is guaranteed that the maintenance will respond within 12 hours,

5.10 After the warranty period, we can provide users with free upgrade plans and technical advice.

1

Engineer Dispatch Notice

The after-sales engineer will automatically assign the work order for on-site debugging and assembly according to the company's CRM system, and the work order information is clear and correct on the PC or Phone.

2

Notice for Customer

At the same time as the on-site commissioning and assembly work order is specified from the after-sales service team, the customer will be reminded of the installation and commissioning message at the first time.

3

Engineer On-site Installation

The after-service engineer will arrive at the site within 48 hours after the equipment arrives at the customer's workshop to debug and install the equipment, and the delivery time will not exceed 72 working hours.

4

Training the Workers

The after-service engineer will teach the maintenance skills and production operation of the series of automatic equipment on site, and be patient and responsible until they are taught and learned.

5

Training qualification Confirmation

The after-service engineer will sign the training confirmation letter with the customer to ensure that the equipment can be operated independently in the future without the assistance of our engineer.

6

Instant Messenger Communcation

The after-sales engineer will leave his own contact information such as Whats app/Skype/Line, and ensure 7*24 hours online answering the questions which were encountered during use.

7

Checking the Common Problems

The after-sales engineer team will summarize all the high-frequency installation and after-sales problems encountered, and feed them back to the production department for improvement and improvement. The lack of equipment will be the driving force for our improvement.

8

Customers Review and Feedback

The salesman staff and after-sales service technical engineers will conduct a video conference return visit or a phone calling visit every 3 months to actively solve the problems during the operation and maintenance of the equipment.


Jinan LIJIANG Glass makes the following after-sales service plans and commitments:


1. Installation, commissioning, training, and acceptance plan

Jinan LIJIANG Glass makes the following commitments for the design, system integration, on-site installation, equipment debugging, and acceptance of the equipment provided by our company:

1.1 Installation and debugging

Jinan LIJIANG Glass is responsible for delivering the equipment to the designated location free of charge according to the equipment model and quantity specified in the contract, and ensuring that the equipment installation, commissioning, start-up, and operation are completed on time according to the contract requirements;Jinan LIJIANG Glass provides detailed technical training;

Jinan LIJIANG Glass provides manuals and drawings for on-site installation, inspection, testing, operation, and maintenance;

Ensure that the operation requirements stated in the functional specifications are met, and be responsible for the on-site installation management and on-site acceptance testing of all equipment in the contract.After the goods arrive, under the supervision of the company and the user personnel, the user personnel will count the goods and check their appearance of the goods.

When the company's after-sales engineers install their equipment on-site, they should abide by the regulations of the user unit and local laws and decrees.

1.2 Technical training

After the normal operation and acceptance of the equipment, Jinan LIJIANG Glass is responsible for providing maintenance and operation training for your unit without restrictions on personnel at the project site. The company organizes training twice a year (in May and October) (the location will be notified separately):

  • Correct use of the adjustment function
  • Identify primary failures and necessary recovery methods
  • Application of various functions of the system
  • Common troubleshooting methods

1.3 Final acceptance test

After all, the equipment is installed and debugged, both parties can conduct acceptance testing. After all the basic functions and technical performance of the equipment meet the indicators, both parties can sign the equipment acceptance certificate.

Jinan LIJIANG Glass has always attached great importance to providing quality after-sales service to our customers to support the success of our customers.

The company's technical personnel are of high quality, and their service quality, efficiency, and attitude have been well received by overseas customers.

To ensure the high-quality operation of the equipment provided by Jinan LIJIANG Glass, the company is willing to provide high-quality maintenance services for the user's entire system.

1.4 Performance guarantee

Jinan LIJIANG Glass ensures the integrity and availability of the provided engineering construction scheme and the provided equipment and materials and ensures that the system can be put into normal operation.

Jinan LIJIANG Glass shall bear full responsibility if the system function cannot be realized or cannot be fully realized because the equipment and materials provided by Jinan LIJIANG Glass cannot meet the requirements or the technical support and services provided are not comprehensive.

The user can carry out tests according to the technical specifications to verify whether the system meets the requirements. Jinan LIJIANG Glass after-sales technicians will be on-site to assist and supervise testing.

2. After-sales service system and maintenance plan

We carry out systematic after-sales service with the tenet of customer first and service first. In addition to the after-sales service commitment of the manufacturer, Jinan LIJIANG Glass promises that all equipment will provide a 2-year warranty, 2-year on-site service, and lifetime warranty. If the equipment and system are faulty, they will arrive at the site within 1 hour after receiving the repair call from your company, and solve the problem within 12 hours. If the problem cannot be solved in time, Jinan LIJIANG Glass will provide a backup machine until the original equipment is repaired. (The warranty period will take effect from the date when the installation acceptance report is signed)

Ensure that users' fault complaints (complaint hotline-general sales manager office: 0086-0531--85828738) are promptly investigated and resolved. Repair hotline: 0086-400-0531-339, 24-hour answering calls: 0086-400-0531-339, technical maintenance personnel are on duty throughout the day, arrive at the site within 1 hour after receiving the user's repair call, and propose a plan within 12 hours. Solve the problem.

Regular inspection: The company makes a telephone return visit to the user once a month and arranges local agents, dealers, and local after-sales technicians to conduct door-to-door inspections every quarter. and exclusions. And the relevant person in charge of the user will be asked to fill in the inspection feedback information sheet.

3. Accompanying services and guarantees

3.1 A complete set of technical information is provided with the product: including manuals, maintenance manuals, etc.

3.2 When we go to the site to install, assemble, calibrate, and start the test equipment, the maintenance personnel will notify the user 7 days in advance.

3.3 Any spare parts installed by us during the warranty period are produced or approved by the original equipment manufacturer.

After-sales service and training plan for this project

1. The warranty period (free maintenance period) starts from the day after the installation of the equipment is completed and the acceptance is signed, and the warranty period is 2 years.

2. During the warranty period, Jinan LIJIANG Glass will guarantee the manufacturer's warranty, and will not prevaricate or imply your contact for any reason.

3. Jinan LIJIANG Glass provides 365 days * 24 hours all-weather reliable service hotline and technical staff contact information.

4. In case of failure, the company's local agents, dealers, and local after-sales technicians (at least 1 certified engineer) backbone technicians will come to the site for maintenance services within 60 minutes. The service response is 365 days * 24 hours.

5. During the warranty period, if the equipment and system are faulty, they will arrive at the site within 1 hour after receiving the repair call from your company, and solve the problem within 12 hours. If the problem cannot be solved in time, Jinan LIJIANG Glass will provide spare parts until the original equipment is repaired.

6. All equipment is installed in place, self-inspection is carried out, and every link of equipment installation is not omitted or skipped.

7. The number and time arrangement of the engineering team to provide installation for the equipment users; the number and time arrangement of the engineers to guide the training, etc., please refer to the project implementation plan.

8. For the detailed training plan, please refer to the equipment installation and user training plan.

Mr. Wu

After-Sale Service Engineer Manager

The responsible for after-sales service of automatic double glazing machine in the Americans, with 15 years of experience in after-sales service of automated insulating glass processing equipment, and the served client Cases would spread all over the world...

Mr. Guo

After-Sale Service Engineer

The responsible for after-sales service of automatic double glazing machine in the Asians, with 7 years of experience in after-sales service of automated insulating glass processing equipment, and who is experienced in customer training...

Mr. Ding

After-Sale Service Engineer

The responsible for after-sales service of automatic double glazing machine in the Europeans, with 8 years of experience in after-sales service of automated insulating glass processing equipment, and who is experienced in PLC operating system...

Mr. Suraj

After-Sale Service Engineer

The resident in India and Pakistan, with 8 years of after-sales service experience, specializing in after-sales maintenance of automatic insulating glass production line and vertical glass washing and drying machine.

Mr. Mohit

After-Sale Service Engineer

The resident in India and Pakistan, with 3 years of after-sales service experience, specializing in after-sales maintenance of automatic insulating glass gluing machine, include one coat of aluminum coating and a second coat of silicone adhesive...

Mr. Vikram

After-Sale Service Engineer

The resident in India and Pakistan, with 3 years of after-sales service experience, specializing in after-sales maintenance of automatic insulating glass spacer bending machine, including the special-shaped bending and train window frame bending...

The Training Confirmation Listing of Automatic Low-E Glass Edge Deleting Machine.

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic Low-E Glass edge deleting machine.

The Training Confirmation Listing of Automatic Insulating Glass Desiccant Filling Machine

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic insulating glass desiccant filling machine.

The Training Confirmation Listing of Automatic Insulating Glass Sealing Robot Machine.

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic insulating glass sealing robot machine.

The Training Confirmation Listing of Automatic Insulating Glass Butyl Extruder Machine.

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic insulating glass butyl extruder machine.

The Training Confirmation Listing of Automatic Aluminum Spacer Bending Machine.

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic aluminum spacer bending machine.

The Training Confirmation Listing of Automatic Insulating Glass Production Line.

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic insulating glass production line.

The Training Confirmation Listing of Automatic Vertical Glass Washing and Drying Machine.

Jinan LIJIANG Glass will provide a complete after-sales service solution, and conduct training, installation and commissioning in strict accordance with training confirmation listing of automatic vertical glass washing and drying machine.

List of Installation Requirements for Butyl Extruder Machine

Due to the different installation conditions and tools required by different equipment, in order to improve work efficiency and save time on both sides, a copy of the <Machine Installation Requirements List> is attached as below. We hope that the customer can cooperate and prepare the items listed on the list before the technicians arrive.So that the technicians can start working immediately after the arrival. Thank you for your cooperation!

List of Installation Requirements for Sealing Robot Machine

Due to the different installation conditions and tools required by different equipment, in order to improve work efficiency and save time on both sides, a copy of the <Machine Installation Requirements List> is attached as below. We hope that the customer can cooperate and prepare the items listed on the list before the technicians arrive.So that the technicians can start working immediately after the arrival. Thank you for your cooperation!

List of Installation Requirements for Butyl Extruder Machine

Due to the different installation conditions and tools required by different equipment, in order to improve work efficiency and save time on both sides, a copy of the <Machine Installation Requirements List> is attached as below. We hope that the customer can cooperate and prepare the items listed on the list before the technicians arrive.So that the technicians can start working immediately after the arrival.Thank you for your cooperation!

List of Installation Requirements of Desiccant Filling Machine

Due to the different installation conditions and tools required by different equipment, in order to improve work efficiency and save time on both sides, a copy of the <Machine Installation Requirements List> is attached as below. We hope that the customer can cooperate and prepare the items listed on the list before the technicians arrive. So that the technicians can start working immediately after the arrival. Thank you for your cooperation!

List of Installation Requirements of Insulating Glass Production Line Machine

Due to the different installation conditions and tools required by different equipment, in order to improve work efficiency and save time on both sides, a copy of the <Machine Installation Requirements List> is attached as below. We hope that the customer can cooperate and prepare the items listed on the list before the technicians arrive.So that the technicians can start working immediately after the arrival.Thank you for your cooperation!

List of Installation Requirements of Desiccant Filling Machine

Due to the different installation conditions and tools required by different equipment, in order to improve work efficiency and save time on both sides, a copy of the <Machine Installation Requirements List> is attached as below. We hope that the customer can cooperate and prepare the items listed on the list before the technicians arrive. So that the technicians can start working immediately after the arrival. Thank you for your cooperation!

Above information is the After-sales Policy of Glass Deep Processing Industry from Jinan LIJIANG Automation Equipment Co,.Ltd.

If you are interested in the development of Glass Deep Processing Industry, and want to know more After-sales Policy,

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