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    售后服务管理II. After-sales service management

     

          售后服务管理工作由公司副总经理 张明 全面负责,工程部经理统筹管理,工程部办公室人员具体负责。

    Zhang Ming, Vice General Manager, is fully responsible for after-sales management, the manager of Engineering Department carries out coordination management, and personnel form the Engineering Department take charge of the detailed work.


    1、工程部办公室负责对所有客户建立售后服务档案,分类归档管理,工程设备的质量保修期内免费为客户提供货物的技术指导和维修服务及零配件更换。
    The Office of the Engineering Department is responsible for establishing the after-sale service archives for all customers, and classification archiving management; within the warranty period of engineering equipment, it provides customers with the technical guidance on goods, repair services and spare parts replacement free of charge.


    2、 相应时间:我方保证在货物出现故障和缺陷时,或接到客户提出的技术服务要求后1小时内予以答复,如客户有要求或必要时,我方会在接到客户通知后3小时内派技术人员至维修现场,免费维修和提供现场维修指导。
    Appropriate time: we guarantee to respond within 1h when the goods are faulty and defective, or upon receipt of the technical service requirements from the customer; as required by the customer or when necessary, we will, within 3h upon receipt of customer notification, send technical personnel to the repair site for free maintenance and on-site maintenance guidance.


    3、 我公司在接到正式维修通知后24小时仍不能修复出现问题设备,我方会给出书面解释和答复,并采取相应措施以最大程度的减少客户的损失。
    If failing to repair the equipment in question within 24 h after receipt of the normal maintenance notice, we will give written explanations and answers, and take appropriate measures to minimize the loss to customers.


    4、 如我方在接到客户提出的技术服务要求或维修通知后没有响应、拒绝或没有派技术人员到达现场进行维修,客户有权委托第三人对货物进行维修或提供技术服务,由此产生的一切费用由我方承担。
    If we fail to respond, refuse or do not send technical personnel to arrive at the site to carry out maintenance after our receipt of technical service requirements or repair notice from the customer, the customer has the right to entrust a third party to repair the goods or to provide technical services, at all the costs to us.


    5、 如因客户在使用中自行变更货物的硬件或软件而引起的缺陷,或因操作人员维护不当而损坏的货物或零部件,我方不负保修责任,但我方可以提供更换或修理服务,由此发生的费用由客户负担。
    We are not responsible for any defects caused as a result of changes to the hardware or software by the customer in use, or damage to goods or parts due to improper maintenance by the operators, but we can provide replacement or repair services at the costs to the customer.


    6、 如因我方得供的货物硬件或软件有缺陷,或我方在现场的技术人员指导有错误而使货物不能达到招标规定的指标和技术性能,我方负责维修或更换缺陷和损坏的设备硬件或软件,使货物运行指标和技术能达到招标规定,由此发生的全部费用由我方承担。
    If the goods can not meet the indicators and technical performance specified in the bidding because of the defects of hardware or software of the goods provided by us, or because of error of the guidance provided by our technical staff, we will repair or replace defective and damaged hardware or software of equipment, so that the goods operation indicators and technology can achieve the tender requirements, at all the costs to us.


    7、 在设备保修期内,如果由于我方原因更换、修理和续补设备,而造成客户设备不得不停止运行,其设备保修期应依照停止运行的实际时间加以延长,因此给客户造成的损失,我方负责赔偿。
    If, within the equipment warranty period, customer equipment has to stop running due to replacement, repair and replenishment of equipment for our reason, the equipment warranty period should be extended in accordance with the actual stop time, and we are responsible for compensating the customer for the loss.


    8、在设备保修期满后,我方保证继续为客户提供货物的维修服务,客户应按我方提供的优惠价格向我方支付相关费用。
    After the equipment warranty period expires, we guarantee to continue to provide customers with maintenance services for the goods, and customers should pay to us related costs at the favorable price provided by us.

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    9、在设备保修期满后,如果因设备硬件或软件的固有缺陷和瑕疵出现紧急故障和事故,我方在接到客户通知后立即提供电话支持或远程支持并在4小时内到达现场,迅速排除货物故障。
    If, after the warranty period expires, emergency breakdowns and accidents take place due to inherent flaws and defects of equipment hardware or software, we will, upon receipt of customer notice, provide telephone support or remote support immediately and within 4h, arrive at the site for quick removal of goods failure.


    10、我方保证给予客户的报价书内提供的设备及相关的软件和技术资料,我方均已得到有关知识产权的权利人的合法授权,如发生涉及到专利权、著作权、商标权等争议,我方负责处理,并承担由此引起的全部法律及经济责任。
    We guarantee that, for the equipment provided to the customer in the quotation and related software and technology, we have been legally authorized by the obligee of intellectual property rights, and we are responsible for treatment of any dispute concerning patent rights, copyrights and trademark rights, and assume the legal and economic responsibility therefrom.

     

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