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Customer Service
Quality assurance system
In 2000, the company passed the ISO9001 quality management system certification of China Classification Society. With more than ten years of continuous development and improvement, the company now has a mature quality assurance system which has passed the tests of the Fangshan Line vehicle project. In 2009, we also obtained both CNAB and UKAS certifications from the China Quality Certification Center and the United Kingdom Accreditation Service. In 2010, we passed the ISO18001 Occupational Health and Safety Management Systems certification and the ISO14001 Environmental Management System certification. In 2010, we passed the EN15085 international welding product quality certification. All these laid a solid foundation for the high quality completion of each project.
Concept and purpose of the after-sales service
Our company adheres to the service policy of "professional and timely, wholeheartedly".
As a major manufacturer of rail transit vehicles in Beijing, our company has a deep understanding of the manufacturing and service of Beijing rail transit vehicles, and can provide users with professional services and related technical support. Our company has always paid high attention to and continuously improved the after-sales service, and tried our best to meet the relevant requirements of users, thus winning the trust and praise in Beijing metro operation branches. With our own strength and long-term accumulated experience, we guarantee that users can get the best after-sales service in the shortest time to solve their worries.
After-sales service guarantee agency
For a long time, our company has established a powerful professional after-sales service team under the concept of focusing on after-sales service. Meanwhile, our company regularly performs professional skills training for the after-sales service personnel, and regularly supervises and evaluates to ensure the advance of the after-sales service team's skill. In addition, for the timely and smooth development of after-sales service, our company has set up vehicle after-sales service stations in all operation branches for users, and set up person in charge for the project after-sales to ensure smooth vehicle information transmission and maintain safe vehicle operation.
Scope of after-sales service
A. All-day telephone service.
B. Be responsible for the inspection outside the factory, commissioning and trial operation of the vehicle
C. Be responsible for arriving at the customers’ designated place in time according to their requirements, troubleshooting, ensuring the normal operation of the vehicle, and performing the vehicle follow-up service if necessary.
D. Visit customers regularly, collect the product quality information, establish the customer service files, make after-sales service records and feedback to the relevant departments of the company timely to remove hidden dangers and ensure the good condition of vehicles.
Specific measures and programs for after-sales service
A. Telephone support service
Response time of telephone support service: telephone response service for 24 hours a day, 7 days a week is provided.
After receiving the user's telephone, E-mail and fax for troubleshooting, our company provides telephone online support within 10 minutes, and arrives to the fault site for maintenance service within 1 hour.
Time limit for troubleshooting: the time limit for troubleshooting is 8 hours within working hours. If the vehicle component fault cannot be resolved after 24 hours of maintenance, our company will provide the same grade and interchangeable components for the user to substitute until the faulty component is repaired. If the same component and the same fault phenomenon occur three times in a row after maintenance, our company will replace the components for users for free. At the same time, we will make deep analysis of the fault causes and put forward relevant suggestions to ensure the normal operation of users.
When it is not clear whether the vehicle component is faulty, our company will try our best to cooperate with the user to conduct the inspection, and if necessary, be able to arrive at the site within the above time to help solve the problem.
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