The only way for us to survive and grow in the fierce competition is to provide professional, fast service with reliable and quality products at reasonable price.
ATECHI has established a standard customer service procedure by strictly following international quality system. She strictly observes contractual requirements and product technical specifications to provide clients with professional services so as to furthest satisfy customer' needs. Our customer procedure has clearly defined the aims that “fast and effectively provide quality services before, during and after sales process”. Any behaviors unfavorable to customer rational interests shall be prohibited." Strict operating procedures are followed to solve problems for customers.
We understand very well about the significance of fast services. In order to acquire fast service, we signed long-term cooperation agreement with these spare part suppliers and courier companies.
It is always our concern to try to reduce your sea freight costs. We will try our best to cooperate with you to reduce your purchasing costs.
1,For FCL or LCL cargo.,we always choose reliable shipping lines such as MEARSK, CMA, COSCO锛孨YK LINE, APL. Ship together with your other goods loaded in any port of China.
2,For urgent delivery:, we choose reliable courier service such as DHL, TNT, UPS, FedEXPress, EMS.
I. Service Process:
1. Before Sales Service: Once we receive calls and mails from clients, thoughtfully and patiently clarify needs and recommend optimum solutions to clients. In the meantime, actively and carefully learn good suggestions from clients and continuously improve service level and professionalism.
2. During Sales Service: Responsible for clients, actively and earnestly follow contracts for execution, ensure good quality spare parts and accessories and in-time delivery, keep timely communication with customers.
3. After Sales Service: Repairing and maintenance of sold products as well as relevant product consultation are all managed by Service Center. It is responsible for the organization and control of after sales service as well as critical maintenance and urgent support for the sold products in the world. But clients can always call his sales representative for one-stop service.
4. Assign personnel to specially track the quality feedback from clients, carry out the system of quality feedback sheet and quality tracking card and establish perfect customer feedback response system.
5. Strictly stick to the service principles: (1) Enforce a system of “Firstly asked, overall responsibility” means the staff that has the first contact from clients shall follow the case till it is fully solved. (2) Actively take advices from customers.
II. Quality Commitment
Products manufactured by ATECHI are all proven products. The products have passed reasonable and strict quality test in accordance with ISO international quality system. All ATECHI's products are inspected by the QC department before they are provided to customers. All diesel generating sets follow GB2819-95
Effective test reports from the manufacturer will be provided. User manuals will be accompanied with products for customers to follow the operational standards.
III. Supply and Assurance
1, Storage of engines, alternators and controllers
WE normally keep 20,000,000 RMB’s stock for popular engines, alternators and control modules
2. Spare Parts Storage:
ATECHI has established a scientific storage system with its partners, which can provide relevant spare parts within shortest time according to customer requirements.
3. Service Assurance: (1). any non-operational breakdown or failures caused by design discrepancy and quality defects will have standard warranty service. We will send spare parts for replacement. ATECHI will bear the transportation expense by themselves. But ATECHI will not bear the labor charges.
(2). the period of warranty: 12 months from the date delivered; or 2,000 hours actual using time (subject to whichever comes earlier). We are applying life-long tracking service for all the products after warranty period. Life-long spare parts supply.
(3). Provide Operation and Maintenance manuals;
4. Our company stores adequate spare parts. During the warranty time, if problems are caused by quality discrepancy, spare parts will be replaced freely. After the warranty time, spare parts for clients will be charged at cost prices;
5. Hold trainings for customers and maintenance groups regularly with no charge, or actively perform relevant product technical exchange based on clients' needs;
6. During the specified life time, initiatively assist customers to maintain products;
7. Provide up-to-date new products and new technology information;
8. Responsible for debugging the products sold in China with no charge;
9. Provide upgraded control systems for customers.