In the after-sales service, Rifu Intelligent divides the after-sales service into five categories according to the problems encountered by customers when using the products, namely: telephone service, parts replacement service, CD technical support service, network service, customer return service, and door-to-door service.
1: Telephone service
1: Telephone consultation service
A: When the customer calls, according to the product information and fault phenomenon of Guangzhou Rifu products, tell the after-sales service engineer the following information:
1) The name of the machine used, the product model and the machine number
2) Detailed fault information prompt
2: The after-sales service engineer or maintenance personnel provides technical consultation and guidance according to the problems or faults encountered by the customer.
B: Telephone return service
1) After the customer uses the Rifu product normally, the maintenance engineer or maintenance personnel will call the customer every six months to understand the use of the equipment, the customer's parts supply, and the customer's opinions and suggestions, etc., which will be recorded in the "Customer Telephone Return Record Form".
2. Parts Replacement Service
A: After receiving notification from customers about product failure or malfunction, we should promptly provide customers with the parts needed to repair the product, and guide customers to replace parts by phone to restore the product to its normal operating condition.
B: Replace the product for free or charge the corresponding accessories and materials according to the product spare parts charging standard.
C: Any parts removed by customers for repair shall become the property of Rifu; within 10 days after the replacement is completed, the company shall require customers to return the removed parts (if we require a return).
3. Video Support Service
We can provide customers with videos of equipment installation, commissioning and equipment operation, directly guide customers to install and use equipment, and provide reliable guarantees for operators to fully master the machine. Direct video connection is available.
4. Network Service
Customers can log in to this website (Customer Center) at any time or send an E-mail: gzrifu@163.com. We will reply within 18 hours.
5. Customer Return Service
We should promise to provide customers with equipment return service, and provide free or corresponding fees for the products shipped and returned by customers, and return them to customers in time after repair.
Six: On-site service
On-site technical service can be provided to customers. After receiving or knowing the customer's maintenance notice, the after-sales service engineer or maintenance personnel should be organized immediately to arrive at the site in time and perform maintenance.
Seven: Service response time
Response time: After receiving the service call, timely feedback should be given within 3 hours to inform the customer of the method of handling the problem. If the customer cannot solve the problem, the fastest time to solve the problem should be informed
(24 hours for customers in the city, 48 hours for customers outside the city, and separate negotiation for foreign customers)