After-sale Service Regulation Version Feb,2014
We decide to improve and complement our former after-sale service regulation ,to ensure the company’s reputation&enhance brand images.Meanwhile we will provide premium service to facilitate customers’ maintenance better , reducing maintenance costs. Charged fee should not be over the costs of changing components if the repairing product is the charged ones. And it only just charges the normal cost fee if the renovated product is the charged ones. If the refund is caused by our product quality, it is free. We cannot lose customers just because of the after-sale service to be in disagreement with them. To make them more assured of our product is our ultimate aim.
Specific Provision As Follows
Applicable Product
PTS Product, Purchased Product by PTS, Self-Service Purchasing Product by Offices
Suitable Users
Agent , Dealer, Engineering Contractor
After-sale Service
1、Exchange 2、Renovation 3、Repair
Renovation&maintenance Not Free
Charges may occur when it is suitable for one of the following conditions:
1. Human failures and human damages are resulted from the the manipulation that not following the requests of the Manual.
2. Malfunction or damage are caused by natural disaster like lightning stroke, fire ,flood and other force majeure.
3. elf-repair, self-refit and self-install leads to the malfunction or damage.
1. Products from our company can exchange or renovate for free within one months from the date of shipment by showing delivery order once confirmed about product quality problem. And maintenance can be provided for free within 2-12 months.
2. Proper list of returned goods must be attached when refunding,like species, model, quantities and service demands. If there is any specific requirements, you must mark it otherwise on the refunding list.
3. PTS after-sale service department needs to test,analyze and classify the refunding list and returned goods provided by the customers. If PTS part needs to contact with customers, PTS part must fill in PTS after-sale service feedback format and contact with customers in time by faxing to them. If there are other special charges, PTS part must cope with it after customers’ confirmation and reply.
4. For self-serviceable customers, after-sale service department should supply with relevant accessories ,whose value is over 10 RMB , cost fee will be charged. While free service is an exception.
5. Regularly, products repaired&renovated will be finished within 3 days, while exchanging products will be finished in 2days.
6. If the products are the charged ones, PTS after-sale service department should show the service charges note of the products that returned to factory or needs to exchange ,to PTS marketing department after finishing after-sale service. And then PTS marketing department inform service department to ship the goods. Generally, PTS part only charges cost of production.
7. During after-sale service, personnel must be polite to customers , be serious to products repairing and be generous on repairing fee. At the same time, personnel must meet the timing requirements customers proposes to ensure customers’ benefits. If after-sale service or offices of PTS have problems,please contact marketing center in time ,giving customers a satisfactory reply.
8. Twice repairing should be avoided after returned goods have been sent to customers. If complaints are caused by twice repairing which is resulted from responsibility, related personnel will be punished depending on the severity of the problem. PTS products has nationwide quality assurance, from anywhere and any channel customers bought PTS products can enjoy after-sale service as the same as the products PTS offices sell. If there is any excuse , offices leader will be held responsible for this and be punished seriously once complaint occurs.
Contact details of after-sale service& technical personnel
After-sale Service Leader TEL/FAX:：0510—87564752 QQ：1178970356
After-sale Technical Support: Weiju,Shi Mobile：15995375018 QQ：624479027
Marketing Department Technical Support( responsible for regular products consultation): Yalin,Wang TEL：400887570 TEL:400887570
Mobile: 13382260330 QQ：572860919
Technical Support: Feijun,Shi Mobile：13921344472 QQ: 154201598 QQ For customized products consultation
Regulation executes from 15th Feb,2014.
PTS Electronics CO.,Ltd ,Yixing
2014.02.10
