Technical service
Maintenance service system
Jinshi Electric adheres to the corporate philosophy of "service, innovation, cooperation, and sharing", establishes a network through multi-party cooperation, and provides nationwide joint guarantee services for all product projects of the company; Establish a remote service center to provide remote maintenance services for foreign customers.
1. Service organization
Jinshi Electric has established a "Safety Technology Service Center" specifically to provide technical support and services to product customers. The center is located in Zhengzhou. Customers can contact the technical personnel of the technical service center through various channels. The hotline of the Technical Service Center is (0371) 86628151/52/53, the fax is (0371) 63823197, and the email is jsdq0371@126.com On the official website of Jinshi Electric, www.jsdq.top, customers can also directly contact the technical personnel of the technical service center through their mobile phones.
2. Technical team
Jinshi Electric attaches great importance to technical support and after-sales service, and has specially formed a technical team composed of skilled and experienced technical personnel to ensure the smooth progress of product technical support and service work. The team members all possess the following basic qualities:
Ability to work independently, able to analyze and solve problems independently
More than two years of technical support and service work experience
◆ Possess good expression, understanding, and communication skills
Take work seriously and responsibly, adhering to the principle of "customer first"
3. Technical Support and Service Principles
Jinshi Electric always adheres to the principle of "customer first" in technical support and service. For each customer, the company will have a detailed understanding and analysis of their different needs, providing them with the most practical and comprehensive solutions and after-sales services. In technical support and after-sales service work, Jinshi Electric has always followed the following guidelines:
◆ Ensure the normal operation of customer purchased equipment
◆ Fully protect customers' investment and benefits
◆ Fully meeting customer needs
◆ Fully reduce the burden on customers
4. Technical Support and Service Content
The technical support and services provided by Jinshi Electric include telephone support, on-site service, equipment replacement, equipment maintenance, software version upgrade and enhancement, post technical training, network support, email support, regular visits, and providing system emergency strategies.
4.1 Telephone Support
Jinshi Electric will provide long-term free telephone support services to customers. The service time is 7 * 24 hours, and you can call the hotline during working hours from Monday to Friday (8:00 – 18:00). The hotline number is (0371) 86628151/52/53, and you can contact the company's technical personnel through your phone at other times. After receiving a technical support request or fault report, Jinshi Electric will contact the customer by phone within 1 hour to understand the required service content and provide corresponding answers. For technical consultation, technical personnel will provide corresponding responses to customers in a timely manner based on the actual situation; For equipment operation faults, technical personnel will first understand the detailed situation of the fault, guide customers to conduct fault analysis, and gradually solve the problem. Technical problems that cannot be solved immediately will be recorded in the customer reporting system. When the company determines that relevant technical personnel need to be dispatched, they will be transferred to the on-site service process within 2 hours to ensure that the fault is resolved in the shortest possible time.
4.2 On site services
During the warranty period, Jinshi Electric will provide customers with free on-site technical support services. Beyond the warranty period, in case of customer needs, Jinshi Electric will still provide long-term on-site technical support services. For problems that need to be solved on-site by engineers based on their understanding and judgment, the company will arrange for engineers to solve them in a timely manner within 48 hours and promise to do its best to solve the problem, restore normal equipment operation in a relatively short time, or provide emergency strategies.
4.3 Equipment Maintenance and Replacement
Jinshi Electric provides a lifetime warranty for the equipment used provided by our company, with free maintenance and replacement services in the first year. The response time for equipment maintenance and replacement is 48 hours (excluding travel). After the warranty period, if the equipment is damaged, Jinshi Electric will still provide repair services to customers at a discounted price. At this time, a certain fee will be charged based on the damage situation of the equipment, including the replacement or repair costs of the damaged parts, as well as corresponding transportation costs.
4.4 Upgrade and enhancement of equipment supporting software version
Jinshi Electric provides a one-year free upgrade service for the provided system software. Upgrades and enhancements may include new features and features, fixes to identified issues, and support for new hardware platforms. The company will conduct necessary testing on the new software version to determine the practical significance of the upgraded software for the customer, analyze the necessity of software upgrade, and if software upgrade is required, the company is responsible for writing detailed system upgrade installation instructions, which will be distributed to relevant customer units along with the corresponding upgraded software. At the same time, the company will assist the customer's technical personnel in completing the system upgrade work through telephone support or on-site service, To ensure the normal operation of the system.
4.5 Network Support
The official website of Jinshi Electric, www.jsdq.top, has set up a message feedback column. Customers can send technical support requests to the message feedback column. After receiving the report, technical personnel will contact the customer as soon as possible to provide corresponding technical support services. Jinshi Electric provides relevant technical information about the equipment on its official website, and customers can download it as needed in the website's data download section.
4.6 Email Support
Jinshi Electric has set up a dedicated email address JSDQ0371@126.com Provide customers with more diverse technical support channels. Customers can send technical support requests to Jinshi Electric through email. After receiving the report, technical personnel will contact the customer as soon as possible to provide corresponding technical support services.
Jinshi Electric can also provide customers with solutions through email or send relevant technical information according to customer needs.
4.7 Regular visits
Jinshi Electric will regularly send engineers to visit the customer's site to analyze the operation status of the equipment and take appropriate preventive measures.
5. Technical Support and Service Process
When a customer needs technical support services, they can notify Jinshi Electric through various forms such as hotline, fax, website message, or email. The company's technical personnel will contact the customer as soon as possible to understand their accurate needs. The technical personnel will record the relevant phenomena of the problem in detail, and provide a solution for the customer or provide a clear response time, Subsequently, organize corresponding technical forces to analyze the problem and develop solutions.