After-sales Service

Product Quality Assurance

We always adhere to the business philosophy of "quality wins," strictly implement the ISO9000 quality management system, strictly follow national and industry standards for product design, manufacturing, and inspection, carefully accept on-site inspection and supervision by users, strictly control the incoming material channels, processing accuracy, and assembly quality to ensure that product quality meets customer requirements.

We provide a warranty period for our products, and the quality assurance period is after the completion of equipment debugging12 monthsDuring the warranty period, we provide free of charge any non-human damage components and repair service fees except for consumables and easily damaged parts.

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After-sales Service Commitment

Free provision of visits and inspections

We uphold the service commitment of “half-year return, one-year warranty, lifetime service”. We regard service as a very important part of the product, strictly adhering to the service system of “monthly visits and half-yearly visits”, promptly responding to customer inquiries and needs, remotely monitoring the operation status of equipment via the Internet, establishing detailed customer and product files, and continuously providing product improvement and upgrade solutions for the specific conditions of mines. We keep track of the equipment's usage status and costs, and provide advice and strategies to maximize the benefits for our customers.

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Free provision of on-site technical services

Technical service engineers will provide technical services to the buyer's work site for the contract items and the on-site service commitment content in the bidding documents. The number of people and days of service shall refer to the scope of equipment supply in the bidding or be negotiated by both parties. This includes goods counting, guidance on equipment installation, debugging, technical training, and equipment acceptance.

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Free provision of equipment debugging and technical training

Technical service engineers will strictly follow the conditions and technical requirements for equipment debugging to debug the equipment. When the debugging is normal and the buyer's site meets the conditions for equipment trial operation, the equipment trial operation production will begin. During this period, the equipment status will be observed, and the corresponding technical and operating parameters will be checked. If necessary, the relevant parameters will be adjusted. When it is found that the buyer's site cannot meet the equipment operating conditions, the seller's service engineer will put forward improvement suggestions, and both parties will negotiate the improvement until the buyer's requirements are met.

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Fast response speed

After-sales service personnel keep their phones on 24 hours a day. If there are after-sales problems, they will respond within 5 hours, ensure that a solution is given within 24 hours, and if on-site service is required, they will arrive on-site within 2 days. And solve the equipment failure (except for major failures) within 7 days after arrival.

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Free repair during the warranty period

For failures caused by product quality problems during the product warranty period, our company provides free repair services and free replacement of damaged components and accessories. Lifetime paid repair is provided after the warranty period. Within the guaranteed period, if the goods are damaged due to design or manufacturing defects, or/and the quality and performance do not conform to the contract, the buyer needs to claim compensation (including return) from the supplier, and the direct costs incurred shall be borne by the seller.

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Preferential provision of spare parts

Spare parts required for equipment maintenance will be provided at preferential prices.

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