Hengjin company has been committed to the development of perfect and professional national technical support network, has set up offices in various regions, to provide users and dealers of the market and technology of the most rapid nationwide 24 hours a day, seven days a week support and assistance.
Hengjin Company has a set of rigorous dealer certification system, with rigorous style and standardized procedures to manage dealers. Every dealer you contact has undergone a strict one - to two-year investigation by Hengjin Company. During the investigation period, the credit status, business performance, technical service ability and understanding and enthusiasm of the industry background of the prospective dealers must meet the strict standards of the factory. The technicians of each dealer are trained strictly and professionally by the factory.
For key customers, Hengjin can also organize a special customer service team to provide timely and high-quality technical consultation, technical training, technical implementation, technical support, maintenance support and other comprehensive services.
• Service network
China has nearly 50 official dealers, distributed in North China, Northeast, northwest, southwest, East China, South China and other regions, and in Beijing, Shanghai, Nanchang, Shenyang, Harbin, Xi 'an, Lanzhou, Chengdu, Wuhan, Suzhou, Xiamen, Guangzhou, Shenzhen and other places to establish a high sense of responsibility, with rich professional experience of technical support center team composed of technicians. It has formed a strong technical support network covering the whole country that can provide rapid response and professional services. What we are proud of is that Hengjin is the core of this network, which is not a single individual, but a highly coordinated and cooperative whole. Through the centralized management of Hengjin company, it can achieve a single interface and a powerful comprehensive support system with overall linkage.
Functions and division of labor:
◆ Liaise with the national service center.
◆ Responsible for the establishment and management of the project implementation team directly involved in the system implementation of each station in the large area.
◆ Coordinate the technical resources of each project implementation group in the corresponding large area, and provide timely response to user requirements.
◆ Coordinate the technical resources of each project implementation group in the corresponding large area, and provide timely response to user requirements. To coordinate the daily service and maintenance tasks of municipalities, provinces and autonomous regions during trial operation.
◆ Responsible for directing the installation, debugging and acceptance of all points in the region.
◆ Provide technical guidance and consultation for the installation, commissioning and commissioning of the system in the municipalities, provinces and autonomous regions under its jurisdiction.
◆ Responsible for equipment installation, commissioning, trial operation and acceptance of all points in the region.
Make project implementation report and equipment running status report.
◆ Responsible for the daily maintenance of the equipment of each station in the region.
◆ Set up a special contact person to provide timely response services.
· Service mode
Hengjin company can provide the following types of services:
● Full support
Hengjin's comprehensive maintenance support includes capacity design, installation, commissioning and generation maintenance of the generator set. This includes all materials, spare parts, labor and travel costs required to bring the system from design to commissioning and to keep it in working condition ******.
● Telephone support (7*24 hours)
When using the products provided by Hengjin Company, users can get telephone support and help from Hengjin company if they encounter software and hardware problems. Users can designate one primary contact person and two alternate contacts to contact the customer service center of Hengjin Company. Once you receive the user's request, Hengjin company's customer service center experts will solve or answer the user's questions by phone within the specified time.
● On-site support (7*24 hours response)
For problems that cannot be solved over the phone, the partner will send a system engineer to the site to solve the problem for the user.
● Response time
User defined priority phone response Live response
Emergency (system down) Answer now within 2 hours (Local)
Serious (system failure) within 2 hours within one working day
Generally (system failure) within 4 hours to respond as soon as possible
● Remote Analysis
If necessary, users can use Hengjin company's remote analysis services. Through the remote port, experts from the customer support department of Hengjin Company perform remote diagnosis on the user's system to speed up the solution of problems.
● Replace hardware parts
Hengjin company has warehouses in offices all over the country, equipped with a large number of spare parts, spare parts, convenient and fast replacement parts for users. Hengjin provides replacement parts to local users within one day, while the replacement time for non-local users is usually two to three days, depending on traffic conditions.
● Version upgrade and enhancement
For version upgrade and enhancement, Hengjin will provide free upgrade within one year for the application software developed by Hengjin, and free maintenance and upgrade within one year for the system software provided by the third party.
● Dedicated customer support
The customer service center of the company set up a project team to provide after-sales support for the project. The project team will consist of field engineers, customer service center specialists and a project manager.
● Customer documentation
Provide system installation manual, drawings, equipment maintenance manual and user manual to customers according to the contract. All customer requirements will be documented, registered in the form of user problem record, user problem tracking, user problem solving, to ensure the quality of service.
After-sales service content:
1. Provide pre-sale technical services:
★ including to assist the room layout
★ Customer consultation answer
★ Help plan selection
2. Contents of after-sales service:
★ Guide installation
★ unit commissioning
★ Train operators for users
▲ Provide maintenance guidance for users
★ Troubleshooting consultation
★ Fast to provide zero match
★ Accept the unit entrusted management
After-sales service scope
★ Our company has a after-sales service center in the area of equipment use, after-sales service force is strong, there are parts center, my company provides 24 hours free consulting service, after receiving customer request service phone (or fax) within 2 hours to respond, and sent qualified service personnel to arrive at the site of equipment use for maintenance.
★ Shanghai head office year-round stock supply, spare parts price concessions.
★ The period of free repair and replacement of defective parts is 1 day after we receive the buyer's notice.