After sales service commitment

Huaihua Jiannan Machinery Factory Co., Ltd. adheres to the quality policy of "continuously meeting customer requirements and striving to exceed customer expectations", and solemnly makes the following quality and after-sales service commitments to customers:

1、 Quality and after-sales service commitment

1. Our company fully implements the GB/T 19001-2016/S0 9001:2015 quality management system and military product quality inspection standards, providing users with high-quality, safe, reliable, and advanced products. At the same time, we provide timely, efficient, and professional after-sales service for a long time, allowing users to rest assured.

2. Our company strictly follows the technical standards required by customers for product design and component purchase, and will not make any changes on our own. This includes product packaging, storage, transportation specifications, and the distribution of product accessories, all of which are strictly controlled in accordance with or better than national and industry standards, and are subject to user supervision at any time.

3. If the product has a lifespan of more than 10 years, there is a 10-year return or exchange policy due to product quality issues; Lifetime repair service is provided after the warranty period to eliminate any worries for users.

4. Our company deploys technical service personnel in the provinces and cities where the products are installed, who are on standby 24 hours a day to cooperate with engineering design, installation, and commissioning services until a stable operating system network is established.

5. Our company continuously improves the pre-sales, in sales, and after-sales service network, establishes a professional after-sales service team, and eliminates the worries of users when encountering technical problems or other issues during the use of products. Provide free technical support and training services to customers during product installation and system debugging.

6. Our company establishes user profiles, provides tracking services to users, and promptly reports product quality information to management. All offices of the company will regularly visit resident users, listen to their opinions and suggestions, and provide comprehensive services that satisfy users.

7. Our company's service response time: When we receive on-site service requests from customers, we will respond and provide technical guidance within 8 hours (including this number); And arrive at the site within 24 hours (including this number), submit a solution within 5 working days, and specific users shall fulfill the contract requirements.

8. After signing the contract, our company will conduct an inspection of the installation site and develop appropriate installation, commissioning, and operation technical service plans. We can also make modifications to the customer's requirements as feasible until satisfactory, all based on the customer's requirements.

9. On site service management mode

The company's service management model is that the general manager is responsible for overall management, and the directly responsible department is the marketing department. The specific implementation is carried out by the after-sales service department. The after-sales service department is composed of various service outlets, branch offices, maintenance teams, technical support teams, and quality teams responsible for quality re inspection of the company. To shorten on-site service response time and improve service quality, the company has established service outlets or branch offices in more than 20 provinces and cities across the country, with permanent service personnel. The service organization chart is as follows:

10. Our company has set up a 24-hour service hotline: 400-080-4507 to provide timely response and technical guidance to buyers' questions. Our company has established technical sites in various provinces to answer users' questions about product use in real time. If necessary, we will dispatch technical personnel to the site for inspection and maintenance services until users are satisfied. To ensure the safe and stable operation of the product. The distribution of service outlets nationwide is shown in the table below.

Implementation Rules for After sales Service

1、 Technical Services

1) We will assign experienced technical personnel to provide on-site technical services (if necessary) in accordance with the technical specifications, responsible for resolving any issues discovered during the installation, commissioning (trial operation) of the contracted goods. If unable to perform the job competently, the buyer has the right to request us to resend technical personnel without affecting the progress of the project. The related expenses incurred as a result shall be borne by us.

1.1) The personnel dispatched by us to the site to participate in the unpacking inspection according to the contract should be able to fully handle the problems that arise during the unpacking inspection; The personnel participating in the guidance of installation and commissioning should have qualified technical skills and be able to coordinate or solve all problems during the installation and commissioning process; The personnel participating in the trial operation should be able to fully handle all issues during the trial operation of the contracted goods.

1.2) We have designated a dedicated person to coordinate and handle all issues discovered during the installation, commissioning (trial operation) of the contracted goods.

2) When the buyer requests on-site service from us, our technical personnel should respond within 2 hours (including this number) after receiving the buyer's notification, arrive at the site within 12 hours (including this number), and submit a solution within 2 working days.

Our company has set up a 24-hour service hotline: 400-080-4507, to provide timely response and technical guidance to buyers' questions.

3) Our technical personnel should strictly abide by the safety regulations and rules of the construction site when providing technical services on site, consciously take safety protection measures (such as wearing safety helmets when entering the construction site), and accept on-site supervision and management; Without permission, it is not allowed to dismantle, apply or damage any contracted goods at the construction site; If we need to debug the contracted goods, we should operate under the supervision of the on-site supervision representative, and if necessary, we must obtain the consent of the on-site supervision representative or the person in charge of the owner's project department. If our technical personnel violate the on-site safety rules and regulations, the buyer has the right to request the replacement of our technical personnel who violate the above rules and regulations or do not meet the requirements. We will select new technical personnel recognized by the buyer according to their requirements. All consequences arising from the above reasons shall be borne by us.

4) We will submit an organizational plan for the technical service work as stipulated in the technical specifications to the buyer by fax within 15 days after the contract takes effect. Based on this, both parties will determine the frequency, time, and location of the technical liaison meetings.

5) We will invite the buyer to participate in the technical design of the contracted goods when necessary and explain the technical design to the buyer.

6) If there is a major issue that requires both parties to immediately discuss and negotiate, either party may suggest holding a meeting, and in general, the other party should agree to participate.

7) For each meeting and contact, both parties shall sign meeting minutes or contact minutes, which shall have the same legal effect as the contract and shall be followed and executed by both parties. If there is a change in the contract, it must be agreed upon by both parties through consultation and handled in accordance with the provisions of Article 12.

8) If there are any modifications to the installation, commissioning, and operation technical service plan (if any) agreed upon by both parties, we must notify the buyer in writing and implement it only after confirmation by the buyer. To meet the requirements of on-site conditions, the buyer has the right to propose changes or modifications and notify us in writing. We will give full consideration and try our best to meet the buyer's requirements.

9) We should provide a standardized operation manual for on-site installation work before installation, focusing on clarifying the installation process, installation technology requirements, on-site inspection, verification items and standards. The on-site installation record should be jointly signed and confirmed by the construction personnel, our on-site technical personnel, and the supervision representative.

10) The buyer has the right to copy and distribute our design, installation, and technical service plans for the goods, as well as all information and drawings related to the contracted goods provided by us, to all parties related to the buyer.

11) If the buyer experiences a power outage or contract goods shutdown and requires our technical support, we shall fully cooperate with the buyer to restore the operation of the contract goods and identify the cause of the malfunction.

12) Other Agreements

12.1) We are responsible for providing training to the buyer on equipment installation, commissioning, use, and maintenance techniques, and assigning skilled and competent technical personnel to provide technical training to the buyer's technical personnel. Trained technical personnel from the buyer should be able to become familiar with the operation of the product and perform general maintenance. We should provide the training plan to the buyer two weeks before the start of the training. Both parties will determine the specific training content and plan within one week before the start of the training according to the contract provisions and the actual needs of the buyer. We provide all necessary training materials and tools, such as textbooks, user manuals, equipment drawings, specialized tools and instruments, among which the training materials belong to the buyer. After the training materials are updated in the future, we should promptly replace the latest version for the buyer.

12.2) We shall assist the user of the contracted goods in conducting on-site testing, commissioning, trial operation, and acceptance; If the contract goods cannot operate normally due to quality issues, free replacement of similar new contract goods will be implemented throughout the entire life cycle of the contract goods; Regularly update the software and provide free upgrades.

12.3) In addition to providing the goods listed in the contract, we shall also provide spare parts, special tools, and other accessories necessary for the safe, stable operation, installation, and maintenance of the goods; And necessary programmers, extended antennas, and other auxiliary devices should be provided free of charge.

12.4) We will engrave and paste barcodes at designated locations according to the standards set by the buyer.

12.5) We will provide electronic versions of factory test data in the format requested by the buyer.

2、 Technical training

1) Our company has developed documents and procedures to guide correct installation and use, ensuring the quality of product installation and proper use, and providing corresponding technical documents and support according to your unit's needs.

2) According to the requirements of the client unit and the contract provisions, our company will provide technical training on equipment installation, commissioning, use, and maintenance. The client unit's technical personnel can receive training at our headquarters or on-site to master the installation, operation, inspection, and maintenance skills of electric energy meter products, and provide detailed training materials. Training materials such as textbooks, user manuals, equipment drawings, specialized tools, and instruments belong to the purchaser. After the training materials are updated in the future, our company will promptly replace the latest version for the demand side.

3、 Service Objective

Our company promises that for all products and services manufactured by Jiannan, our products have a warranty period of 15 years. If there are quality problems during the warranty period, free returns and exchanges will be provided, and lifetime maintenance services will be implemented. After the warranty period exceeds 15 years, lifetime maintenance services will be provided, and the corresponding price for replacing components will be charged at the market procurement cost price to eliminate users' worries.

Additional service content

1. Our company can provide free technical solution revision and upgrade services for the products supplied by our company at any time according to the requirements of convenient customer management. If it is required to improve the performance of the already running system or to expand or supplement equipment, our company will actively cooperate unconditionally to provide technical support.

2. Our company only charges the cost of repair materials for product maintenance after the warranty period expires.

3. According to user needs, our company will regularly invite management and technical personnel from product users to organize special customer training on product technology upgrades, so that users can timely master the correct use and management methods of upgraded products. All expenses will be borne by our company.