DO IT WITH HEART,MAKE THE CUSTOMER TOUCHED!
Before Service: Before sale, marketing department will offer our customers materials for requested products and reply to technical questions, project design and relative instruction.
In Service: Besides installation of software and hardware, project and lines, the customers who has chose one-card system, to have project well done, will be offered detailed information on the products, its installation and operation, instructions on project technique and wiring requirement and further developing consultation.
After Service:
1. one-year free-maintenance system, details as below:
a. We offer one-year free maintenance for our products since the day they were bought and track operation conditions by phone and SMS, and then compile a usage manual for the products and answer users' questions.
b.During the period of free-maintenance, we will offer the service actively when requirements are needed and try to restore the system as soon as possible. Furthermore, we can offer technician training for our customers.
c. In the process of operation of the equipment, the user can call our technique hotline 86-755-82953372 when any problem occurs. The user should offer its model, failure message and necessary debug information. Accordingly our tech-supporting center will analyze and handle the problems within normal time.
2. Non-free service after expiry:
a. After expiry of free-maintanence, we will still provide maintanence for our products, but should charge for some problems.
b. After the expiry, we still offer free-maintenance if there is malfuction, not damage of the equipment. Even if the equipment is damaged, we also offer spare part at favorable price.
3. Service Response Time:Nanze will respond immediately and arrive at the spot within 4 hours for our customers in main city where Naze has installed after service centers.
4. Time for phone solution: No more than 2 hours for normal problems.
5. Our company is exempt from the duty of free-maintenance for customers under below circumstances:
a. Exceed one-year free-maintenance period;
b. Misuse the products;
c. The model and serial number doesn't match the original real product;
d. Without permission is the product disassembled, refitted and fixed.
e. Damage from accidental factors including man doing such as mis-operation, moving, bumping and inputting non-standard voltage.
f. Damage from natural disasters and irresistible forces such as earthquake, fire, flood, etc.
Considering our customers' benefit, we have established a complete set of D.Day after-service system, which consists mainly of customer service center, complaint center and R&D center:
Customer Service Center: We have professional D.Day after service center in our headquarters, which in charge of consultancy before sales and service after it.
Complaint Center: The center is in charge of dealing with the complaints from users, including complaints towards products and employees. The hotline is 86-755-33341559.
R&D Center: It is in charge of product innovation and research and also offers online consultancy towards technical problems in order to provide our customers with perfect service.