I. Customer Feedback & Fault Reporting Mechanism  

1. Multilingual Support Channels  

  • 24/7 multilingual hotline (English/Spanish/French) for global fault reporting via phone/email/online tickets.  

  • Online fault registration system supporting photo/video uploads for remote diagnostics.  

2. Information Management  

  • Document equipment model, serial number, failure symptoms, and operating environment. Prioritize cases by urgency level (e.g., complete shutdown vs performance degradation).  

II. Rapid Response & Technical Diagnostics  

1. Service Level Agreement (SLA)  

  • Standard issues: Preliminary solutions within 2 hours via email/call.  

  • Emergency breakdowns: Activate contingency plan within 30 minutes, prioritizing overseas service centers/authorized partners.  

2. Remote Support  

  • Video-guided troubleshooting for basic checks (power supply verification, parameter reset).  

  • Provide digital manuals, error code lists, and repair videos for self-service.  

III. On-Site Service Execution  

1. Resource Deployment  

  • Dispatch certified engineers/authorized technicians to arrive within 48 hours (remote areas negotiable).  

  • Spare parts logistics: Prioritize regional warehouses; expedite OEM parts via air freight if critical.  

2. Standardized Repair Protocol  

  • Troubleshooting: Follow ISO-compliant procedures, replace damaged components with OEM-certified parts, conduct full functional tests.  

  • Preventive maintenance: Recommend lubrication schedules and blade replacement cycles.  

   IV. Service Acceptance & Customer Follow-Up  

1. On-Site Verification  

  • Obtain signed service report confirming equipment restoration.  

  • Provide digital repair records including root cause analysis, replaced parts list, and extended warranty (6 months for replaced components).  

2. Satisfaction Survey  

  • Conduct post-service evaluation within 7 days via phone/email; initiate improvement process for complaints.  

V. Value-Added Services & Long-Term Maintenance  

1. Extended Warranty Packages  

  • Offer post-warranty coverage options (full/critical components) with annual/hourly billing models.  

  • Annual Maintenance Contracts (AMC) including scheduled inspections and priority response.  

2. Technical Training  

  • Regular multi-language workshops (online/offline) covering operation best practices.  

 VI. Quality Assurance & Dispute Resolution  

• Warranty Terms: 1-3 years full coverage (contract-dependent) with free repairs/replacements.  

• Conflict Handling: Prefer arbitration under ICC rules; litigation as last resort.