To ensure the stable operation of motors in various application scenarios, the plant has built a “fast response, professional solution, and long-term guarantee” after-sales service system, covering the entire life cycle of products from installation guidance to maintenance and upgrading.​
I. Efficient Response Mechanism: Solving Problems in Time​
24/7 Service Hotline & Online Platform: Customers can contact the after-sales team via the 24-hour toll-free hotline or the official WeChat/APP platform. The average response time for general consulting is within 1 hour, and for fault reports, the team will confirm the problem details and provide a preliminary solution within 2 hours.​
Regional Service Network: The plant has set up 12 regional service centers across the country, with more than 50 professional after-sales engineers. For on-site service needs, engineers in nearby regions can reach the customer’s site within 24 hours (for first-tier and second-tier cities) or 48 hours (for remote areas), significantly reducing downtime caused by motor failures.​
II. Comprehensive Service Content: Covering the Whole Life Cycle​
Pre-Sales & Installation Support: The after-sales team provides free technical consulting before sales, including motor model selection and matching suggestions. After delivery, it offers on-site installation guidance (for large-scale motors such as medium-high voltage motors) and helps customers complete commissioning to ensure the motor operates in the best state.​
Fault Maintenance & Repair: For motor failures, the team adopts a “classification solution” strategy: minor faults (such as parameter adjustment) are solved through remote guidance (via video call or remote monitoring system); major faults (such as component damage) are handled by on-site maintenance or factory repair (with a repair cycle of 3-7 days for common models, and a spare motor can be provided temporarily for urgent customer needs).​
Regular Maintenance & Upgrading: The plant provides customized regular maintenance plans for customers (quarterly, semi-annual, or annual, depending on motor usage frequency and environment). It also offers motor upgrading services, such as retrofitting old motors with energy-saving components to improve efficiency and extend service life.​
III. Solid Guarantee System: Reducing Customer Worries​
Warranty Commitment: All motors enjoy a 1-3 year warranty period (1 year for general motors, 2-3 years for high-end models such as servo motors and new energy vehicle drive motors). During the warranty period, free replacement of defective components and maintenance services are provided (excluding damage caused by improper use).​
Genuine Spare Parts Supply: The plant has a spare parts warehouse with a stock of over 10,000 types of genuine components, covering common parts such as bearings, windings, and encoders. Customers can purchase spare parts through the online platform, with a delivery cycle of 1-3 days, ensuring timely replacement of damaged parts.​
Customer Feedback & Improvement Mechanism: The after-sales team regularly collects customer feedback on service quality and motor performance, and submits it to the R&D and production departments. This helps optimize product design and improve service efficiency, forming a positive loop of “service-feedback-improvement”.