- Categories:Service Support
- Time of issue:2021-03-04 14:11:03
In view of the different requirements for after-sales service work in various markets and the actual situation of after-sales service work in various regions, in order to integrate resources, improve efficiency, and improve after-sales service system, this specification is formulated.
1. After-sales maintenance service method
1. Establish an office for on-site maintenance
1.1 Divide by region and set up offices. Lease the site for the establishment of the maintenance station in the local area and establish the local
After-sales service support hotline (7×8 hours)
1.2 The local customers cooperate to announce the relevant content and policies of the product after-sales maintenance service system to customers free of charge through their own media, and publicize the address and contact information of the maintenance site so that the user can send it for repair. And according to the suggestions of local customers, negotiate to increase or decrease the number of self-built maintenance stations.
1.3 The company will send a supervisor to the site to provide technical support and business coordination for the regional maintenance station of the office, and complete the recruitment of maintenance personnel locally within a certain period of time to achieve localized operation.
1.4 The supervisor of the office monitors the installation progress of the installation company, judges the faulty machines at the installation site, organizes personnel to carry out simple refurbishment of the faulty machines and return them to the installation company in time, and sort out the faulty machines that need to be returned to the factory for repair and refurbishment. .
1.5 The office supervisor is responsible for matters such as maintenance material requirements, maintenance reports, and personnel attendance.
1.6 Cooperate with the company's quality, R&D and other departments to complete the collection of on-site fault information and related test coordination
1.7 Cooperate with local customers to clarify the maintenance charging standards, clarify the free warranty period and the free replacement period of accessories;
Clearly inform customers that they may be damaged due to lightning strikes, water ingress, breakage, high temperature barbecues, and TV
The set-top box failure caused by fire leakage, improper connection, etc. is not covered by the warranty.