After-sales Service for Products of Jiangsu Guoxing Electrical Appliance Co., Ltd. Management Manual

I. Objective

Clearly define the responsibilities of each department in product delivery and after-sales service to enhance efficiency. Standardize the procedures for after-sales service to ensure that this work is carried out in accordance with institutionalized and standardized requirements.

II. This system applies. at All departments of Jiangsu Guoxing Electrical Appliance Co., Ltd. involved in after-sales service.

This manual sets forth the assessment criteria for all company personnel involved in after-sales service.

III. Responsibilities

3.1 The Quality Inspection Department serves as the centralized management body for after-sales service, responsible for collecting and managing quality information on products that have been sold and delivered to users, analyzing and addressing quality issues, and preparing after-sales solutions for after-sales service personnel. It also oversees and inspects on-site after-sales service activities, maintains records of after-sales service performance, and handles the registration and review of after-sales service expenses.

3.2 The Technical Department is responsible for providing technical support and authoritative guidance for after-sales service, conducting training for after-sales personnel, and, when necessary, directly participating in after-sales activities to resolve issues.

3.3 The Production Department is responsible for assigning after-sales service personnel with specialized technical expertise to perform after-sales duties (and may recommend a list of after-sales staff based on equipment type and individual skill levels), as well as for promptly manufacturing and stockpiling spare parts and components required for after-sales service.

3.4 The Sales Department is responsible for providing coordination, information, and communication during the after-sales service process. General equivalence Support in this regard. It is also responsible for providing pricing for product accessories, spare parts, and related services, as well as for calculating after-sales service costs.

3.5 Upon receiving customer faxes, phone calls, emails, or other communications, sales department personnel and sales support staff must notify the assigned sales representative for that customer. by The salesperson is pragmatic and truthful. Earth Thoroughly investigate the on-site conditions of the customer (including whether installation and commissioning requirements are met) and report the findings accurately. The Production Department will arrange installation, commissioning, and maintenance as appropriate. For cases where the customer does not meet the necessary installation and commissioning conditions, any sales personnel who fail to conduct proper investigations or provide false information—resulting in delays and wasted resources for installation and commissioning teams—shall be held accountable for the actual losses incurred or subject to public reprimand. by The Production Department submits to the Finance Department for year-end cumulative deductions.

3.6 With respect to warranty period limitations, in principle, the company’s complete machines and components are covered from the date of shipment. 2 months. The warranty period may not be extended without prior approval.

3.7 The Quality Inspection Department and the Procurement Department are responsible for coordinating the resolution of quality issues arising with purchased products and associated components.

3.8 The Production Department is responsible for supervising and managing the relevant procedures for the issuance of spare parts and components used in after-sales service.

IV. After-sales service details

After-sales service for the product Divided into Two categories: during the warranty period and after the warranty period.

4.1 After-sales service during the warranty period

Under the condition that the user has complied with the usage, maintenance, and care instructions set forth in the Product User Manual, if a quality issue arises during the warranty period, the company will provide free repair and free replacement of defective parts or the entire unit.

For issues arising from improper use, maintenance, or servicing by the user, the company may provide paid after-sales service and offer replacement parts at preferential prices. (The fee structure is the same as that for after-sales service provided beyond the warranty period.)

With respect to product quality and after-sales service, the principle is to first notify the subcontractor or supplier, who shall then provide the relevant after-sales support. If the subcontractor or supplier is unable to furnish such services, the company will arrange for the necessary after-sales assistance to be provided to the customer. Following the completion of after-sales service, the Finance Department will review all associated expenses and issue a deduction notice for quality‑related costs, which will be forwarded to the Procurement Department or the Production Department. The Procurement Department or the Production Department will then deduct the applicable after-sales service fees from the subcontractor’s or supplier’s outstanding payments or warranty deposits.

4.2 After-sales service beyond the warranty period

  The company provides after-sales service throughout the product’s entire lifecycle, offering consultation on operation and usage, technical performance, troubleshooting, and other related matters, as well as handling post-sale issues.

  We provide guidance to customers via telephone, fax, email, and other channels to resolve after-sales issues or offer solutions that the customer can implement independently, with no after-sales service fees charged.

Category A: On-site personnel must be dispatched to address quality issues. The company provides paid after-sales service, with the following fee schedule:

Serial number	Project	Cost	Note
1	Transportation expenses	Actual expenses incurred	Customers may also provide it.
2	Accommodation fee	Comply with the factory’s regulations.	Customers may also provide it.
3	Catering fee	Comply with the factory’s regulations.	It can also be provided by the customer.
4	Personnel allowance	Comply with the factory’s regulations.	It can also be provided by the customer.
5	Spare parts and components	Comply with the factory’s regulations.	Our company provides
Note: Products sent for on-site service are registered and documented by the After-Sales Service Department, which then issues an after-sales service work order. The Production Department will assign personnel to carry out the repairs.

 

Category B: Products returned to the factory for quality‑related issues. The company provides both free and paid after‑sales services, with the following specific service standards:

Serial number	Project	Warranty period	Fee Standards
1	Circuit breaker—complete unit type; circuit breaker—accessory type	12 within a month	Free of charge (except for special circumstances such as natural disasters or human error)
2		12 Within approximately 24 months	To be implemented as determined by the factory management, as appropriate.
3		Beyond 24 months	Charged and collected in accordance with factory department accounting.
Note: Returned products are registered and documented by the After-Sales Service Department, which then completes a Return‑for‑Repair Form. The Production Department will arrange for workshop repairs.

 

V. Working Principles

5.1 When users urgently require the procurement of product spare parts, the principle of prioritizing user needs shall be followed.

5.2 On the premise of fully resolving user issues, strive to minimize after-sales service costs for both the company and its customers.

VI. Work Procedure

6.1 Recording and Handling of After-Sales Service Information

6.1.1 When personnel from various departments of the company receive inquiries from users regarding product operation, usage, maintenance, performance, and other related matters, the recipient shall resolve the issue directly if capable, and then document the resolution. If unable to resolve it, they should… Informing Please provide the contact telephone number of the Technical Department or the Quality Inspection Department, and record the consultant’s contact information to notify the relevant department for a response.

6.1.2 The recipient shall promptly forward the user’s inquiry and after-sales service information to the Technical Department or the Quality Inspection Department, with a maximum delay of One hour. Upon receiving inquiry or after-sales service information, the Technical Department and the Quality Inspection Department shall promptly contact the customer, with a maximum response time of one hour.

6.1.3 Failure to transmit and report user feedback and after-sales service information in accordance with regulations shall result in disciplinary action against the responsible party each time. 50 yuan.

6.1.4 For each instance where user inquiries or after-sales service records are unclear, incomplete, or inaccurate—resulting in additional after-sales service costs—the responsible party shall be subject to disciplinary action. 50 yuan.

6.2 After-sales service handling

6 2.1 For user inquiries, responses shall be provided promptly; alternatively, personnel from other departments may be assigned to address the queries, with a record kept. The response time shall not exceed two hours.

6 2.2 For after-sales service inquiries, first determine the root cause of the product malfunction and decide on the appropriate type of service to provide. Subsequently, promptly conduct a thorough analysis of the issue, propose a solution, and, if necessary, convene relevant departmental personnel to collaboratively assess the situation and finalize the resolution. The entire process, from initial assessment to final resolution, shall not exceed eight hours.

6 .2.3 If after-sales service is provided beyond the warranty period, the After-Sales Service Department will notify the user of the proposed solution and the warranty expiration date, requesting the user’s confirmation to proceed with the service. Upon such confirmation, the department will arrange for the necessary follow-up. Should the user decline to bear the associated costs, after-sales service may be rendered only with prior approval from a company executive at or above the level of General Manager.

6 2.4 Before departing, the After-Sales Service Department shall re‑notify the customer of the company’s after-sales service plan, provide the after-sales service personnel with instructions on handling product malfunctions, and communicate relevant requirements regarding transportation, accommodation, and other matters. The department shall also verify that all necessary spare parts and tools have been brought along and hand over the After-Sales Service Form to the service personnel.

6 2.5 Upon returning to the company, after-sales service personnel shall, within no more than three business days, submit a written report (travel report) to the Quality Manager detailing the after-sales service status and the utilization of related expenses. Maintenance personnel must forward the “After-Sales Service Form” together with the travel outcome report, the expense reimbursement form, and the returned materials (including unused items and damaged goods), along with receipts for any paid services, to the relevant department head. After obtaining approval from company management, they shall proceed to the Finance Department for reimbursement.

VII. Service requirements for after-sales personnel

7.1 Upon arriving at the service site, after-sales service personnel must uphold the company’s image, ensure their work attire is neat and professional, use courteous and polite language, thoroughly inquire with the customer about the product’s on-site operating conditions, and briefly explain the agreed-upon resolution plan. It is strictly prohibited to make unauthorized promises to customers. All interactions with customers must be conducted with courtesy, and no statements may compromise the interests of the company or those of our customers.

7 1.1 Installation and commissioning personnel must comply with the client’s on-site management regulations or factory rules and policies. Upon first entering the facility, they should contact the client’s designated point of contact to inquire about company policies.

7 .1.2 Smoking is prohibited at the installation and commissioning site, and alcohol consumption is strictly forbidden during the installation and commissioning period.

7 .1.3 Pay attention to maintaining a reasonable work–rest schedule, avoid working overtime alone, and strictly prevent accidents to protect both others and yourself.

7 .2 After-sales service personnel, upon resolving the quality issues raised by the user… Question and Following maintenance, the customer should be consulted to determine whether there are any additional faults with our products that require resolution. A comprehensive inspection and testing of the entire unit or system shall then be conducted, with any other issues promptly addressed to ensure the product’s normal operation.

7 3. After-sales service personnel shall proactively provide their contact information and telephone number to the customer management team, and also obtain the user’s contact details and phone number, so as to facilitate timely communication and gain insights into the user’s on-site usage conditions.

7 .4 After-sales service personnel are responsible solely for performing repairs, maintenance, or inspections on products and shall not incur any additional social or hospitality expenses. In exceptional circumstances, prior approval must be obtained from the company’s general manager or higher‑level management; otherwise, such expenses will not be reimbursed.

7 .5 Meal and accommodation expenses are already included in the company’s reimbursement; no additional payment is required. get Offer the customer free room and board.

7 .5.1 Expenses voluntarily submitted by the customer will not be subject to any deductions or reductions in reimbursement standards.

7 .5.2 If a customer reports that after-sales personnel have made the aforementioned requests, the travel allowance for the period during which free board and lodging were provided shall be deducted.

7 5.3 If a customer reports that after-sales personnel have made the aforementioned requests but the customer has refused, the entire factory will issue a public reprimand. Furthermore, if a customer complaint arises due to a reduction in service standards resulting from the customer’s refusal to accept free accommodation and meals, the customer will no longer be assigned to participate in after-sales service under any circumstances.

7 .6 In response to certain after-sales personnel who have lost professional ethics and solicit cigarettes, alcohol, and other non‑work‑related items at customer sites, Essentials Yes, once discovered, in addition to requiring full reimbursement and a plant-wide notification, the offender will never… Again Participation in after-sales service is permitted.

7 .7 After-sales personnel must maintain customer relationships at the customer’s site; if, due to personal reasons… cause Travel expenses for this trip will not be reimbursed if the customer files a complaint or requests a change of personnel.

VIII. After-sales service and spare parts management

8 .1 Spare parts and components required for after-sales service shall be procured and manufactured under the unified coordination of the Procurement Department and the Production Department, and shall be stored in the warehouse.

8 .2 Based on after-sales service statistics, submit requests for the production and procurement of relevant spare parts;

8 .3 When it is necessary to ship spare parts to the customer, the Sales Logistics Department shall complete the factory‑issue voucher, which must be reviewed by the Deputy General Manager and approved with the signature of a senior executive at or above the level of General Manager.

8 .4 For spare parts that must be brought by after-sales personnel, the sales and logistics department shall complete the factory‑issue voucher, which will then be reviewed by the Quality Inspection Department and approved with the signature of a manager or higher‑level leader. Subsequently, the after-sales service staff may collect the parts from the warehouse.

8 5. After the after-sales service is completed, the after-sales personnel must return all materials received— including unused components and replaced defective parts—to the warehouse within three days of returning to the company. The warehouse will then perform an inventory transfer and reconcile the accounts based on the acceptance certificate.

8.6 For returned complete units or components, the Production Department or the Procurement Department shall, in accordance with customer requirements and feedback, arrange for returns, replacements, exchanges, or repair services as appropriate.

8.7 For old parts that have been repaired or replaced and for which no confirmation of return to the factory has been received within two months, relevant personnel shall be notified by phone to promptly coordinate and arrange for their return. If the matter remains unresolved after the deadline, it shall be escalated to the General Manager or higher for further action.