After-sales service
Emergency Plan: Response time for equipment failures is less than 24 hours, and routine repair time is less than 72 hours. Upon receiving a call from the user, we will dispatch an after-sales service engineer equipped with repair tools to promptly arrive at the customer’s site within 24 hours. At the site, the engineer will directly communicate face-to-face with the customer, observe the issue, confirm the fault, and provide a solution on the spot.
Technical support
Our professional engineers and technical specialists are stationed in cities across the country, providing you with expert knowledge and hands-on experience when using Pengcheng Micro-Nano equipment.
Technical support hotline, providing 24-hour hotline service ( 13632750017 ).
Email technical support, with replies within 24 hours.
After-sales Service Workflow
General workflow
Each after-sales engineer, without waiting for a repair request from the customer, should proactively contact user organizations within their respective jurisdictions every month to learn about the status of product usage. During this process, if any service work is required, the after-sales engineers should immediately begin the necessary tasks and simultaneously prepare written documentation for record-keeping.
Repair Request Workflow
For after-sales service requests reported by users via the customer hotline, the after-sales specialist should identify the user’s needs upon answering the call. If the issue can be resolved remotely, the specialist should immediately notify the after-sales engineer to connect with the user and begin providing after-sales services until the user’s problem is fully resolved.
For after-sales service requests involving on-site repairs as reported by users, the after-sales service engineer shall arrive at the site within the time agreed upon with the user, carry out the necessary work, and resolve the issue.
After-sales Service Work Discipline
Punctual and trustworthy
Strictly adhere to the service hours specified in this item to ensure the timeliness and efficiency of the service process; maintain integrity, honor commitments, and provide customers with accurate and reliable services.
Warm service
Treat customers with enthusiasm and friendliness, always remaining patient and attentive. Proactively provide customers with high-quality, thoughtful service, ensuring they feel genuine care and concern.
Standardized operations
Follow the company’s prescribed operating procedures and service standards to ensure service quality and safety; maintain a professional and rigorous work attitude.
Rapid response
Respond quickly to customer needs and feedback, promptly addressing their issues and concerns; maintain high efficiency, reduce customer wait times, and enhance customer satisfaction.
Keep confidential
Maintain strict confidentiality of customer information and secrets, ensuring the security and privacy of customers; do not disclose any unauthorized information.
Contact: Ms. Dai
Shenyang Office Address: No. 15, Wanghua South Street, Dadong District, Shenyang City, Liaoning Province
Shenzhen Headquarters Address: Building 1, Chongwen Park, Nanshan Zhiyuan, No. 3370 Liuxian Avenue, Nanshan District, Shenzhen City, Guangdong Province
Phone:+86-13632750017
Email:sales@hitnano-sy.com
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