Dear customer:
Thank you for choosing our products. In order to continue to provide high-quality after-sales service, our company now solemnly makes the following commitments to you.
The traditional fuel vehicles and new energy vehicles sold by the company are consistent with the automobile product announcement, environmental protection, and CCC, and there are no non-conformities. The chassis or vehicles used are all officially announced models that have obtained production access from enterprises and the country, and for new energy vehicle products, they have all passed the special inspection project for new energy vehicles and meet the relevant standards for new energy vehicles. The company promises a warranty period of 5 years or 200000 kilometers (whichever comes first) for the main key components of new energy vehicle chassis or the entire vehicle, such as power batteries, drive motors, motor controllers, etc. Other components are subject to the accompanying user manual.The company has in-depth cooperation and development with chassis manufacturers, sharing the after-sales service network of chassis factories, and independently developing service outlets and power battery recycling outlets in the vehicle sales and operation area to provide customers with high-quality after-sales services. The service outlets developed by the company are all equipped with independent power battery inspection and maintenance areas, implement fire separation measures, and strengthen fire safety management.
The company has built a complete production information management system, reasonably set up safety and quality monitoring nodes according to the production rhythm and the layout of key positions, and actively improve online detection capabilities. When the product rolls off the production line, road test sampling is carried out in accordance with standard requirements, with emphasis on vehicle insulation, charging and discharging, rain exposure and other tests, and the test data is kept for 11 years.
The company selects personnel with comprehensive service skills in accordance with HNDS/CX-05-2024 "Human Resources Control Procedures", and only takes up their posts after passing the training or obtaining the job qualification certificate. The company encourages after-sales service personnel to improve their maintenance skills through various forms.
The company regularly or irregularly conducts product training for after-sales service personnel, service outlet personnel, and users. The training content includes but is not limited to product structure characteristics, fault analysis and troubleshooting, maintenance case analysis, service outlet construction, service management, daily use and maintenance, etc.
After-sales service personnel training: The company irregularly organizes professional and technical personnel and invites engineers from cooperative new energy chassis manufacturers to conduct product knowledge training, technical training, fault analysis and troubleshooting, maintenance and other case sharing for after-sales service personnel.
Service outlets personnel training: The company's new energy vehicles are modified vehicles that are equipped with special devices on the basis of Class II chassis or complete vehicles. The chassis battery, motor, electronic control and other key components are not changed. However, as the responsible entity of the new energy vehicle enterprise, the company regularly requests personnel training information from the after-sales service website of the chassis manufacturer and evaluates it in the cooperative after-sales service network to develop after-sales service stations specifically for new energy vehicle products.Regular assessments, evaluations, and professional technical personnel are assigned to provide product maintenance technology training, fault analysis, troubleshooting, and repair cases to the technicians of the after-sales service station to ensure that the service station's capabilities can meet the requirements of after-sales maintenance for new energy vehicles. The company requires service outlets to have special testing equipment and tools for new energy vehicles, and service personnel to have a sense of safety service, to ensure that each service outlet has the necessary after-sales service and emergency response capabilities.
User training: Based on providing a user manual and maintenance manual for new energy vehicles, provide users with information on operation, precautions, and maintenance. When the product is delivered, the company's after-sales engineer will introduce the product's usage characteristics and requirements to the user in detail, and demonstrate the essentials of using special devices and the precautions for the use and maintenance of key new energy components.
The company provides quality assurance services in accordance with relevant laws, regulations, and nationally recognized standards for products that cause overall, assembly, or component failures, defects, or damage to vehicles or equipment due to quality reasons such as design, manufacturing, and raw materials within the prescribed usage conditions and period.
The company provides lifelong after-sales service support for vehicles, establishes maintenance files for each customer, and conducts follow-up visits on the quality of vehicle maintenance. The company conducts quality appraisal of faulty vehicles. During the three-guarantee period, if the quality problem is confirmed to be the company's responsibility, the company will provide free service; if it is the customer's responsibility or not covered by the warranty, the company will charge for accessories and provide free technical support; outside the three-guarantee period, the company will provide paid services.
Our company has a highly skilled and responsive after-sales service team, and has technical support from R&D personnel. The 24-hour free after-sales service hotline: 400-900-7819, provides you with quality services such as fault reporting and technical consultation. After calling the service hotline, reply within 15 minutes, arrive within 2 hours (within 200 kilometers) or the agreed time. For general faults, it takes 4 hours, for major faults, it takes 72 hours, and for difficult faults, it takes 7 days to resolve.
During the normal use period of the vehicle, if any questions arise during operation or the vehicle fails during operation (without affecting the operation of the vehicle), our customer service center, on-site service personnel and local authorized maintenance service stations will provide users with fast and high-quality emergency services, ensuring that the vehicle service is in place within 48 hours.
During the online operation period, if the vehicle malfunctions (unable to operate), our customer service center, on-site service personnel and local authorized repair service stations will respond within half an hour and rush to the scene to handle it in time. If the vehicle malfunction is serious and needs to be returned to the factory for repair, our company will immediately send an engineering vehicle to the scene to transport the faulty vehicle back to the repair shop for repair.
The company has built a new energy enterprise monitoring platform through leasing to monitor the operating status of new energy vehicles that have been sold, and provide customers with real-time after-sales services and vehicle data management until the vehicle is no longer used or scrapped.
The company has service outlets in the vehicle operation area, and cooperates with the service outlets to establish a spare parts reserve system, fully considers the consumption dynamics and the actual market supply and demand, and regularly makes necessary modifications according to the actual situation to ensure the rationality of spare parts reserves. For spare parts of key new energy components, the company establishes appropriate after-sales spare parts reserves with chassis manufacturers.
The company establishes spare parts management required for after-sales service in the factory, and reserves certain parts, which are uniformly managed and allocated by after-sales service personnel.
Delivery within 4 hours for items with inventory in the local warehouse, 24 hours for items without inventory, and 72 hours for very large items such as assemblies. Our company will periodically analyze and supplement the accessories in the warehouse to meet user needs.
The three-guarantee period for the upper body is calculated from the date of shipment, 90 days for vulnerable parts, 24 months for important parts, and 18 months for tank frame.
The three-guarantee period for the chassis is as follows: the three-guarantee period for new energy chassis is in accordance with the three-guarantee period for various accessories in the maintenance manual for new energy chassis ordered by the company. The warranty period for the main key components of the new energy chassis, such as power batteries, drive motors, motor controllers, etc., is 5 years or 200,000 kilometers (whichever comes first).
After-sales "three guarantees" certificate: product sales contract, receipt and motor vehicle invoice (or copy of invoice)
During the prescribed after-sales "three guarantees" period, if the user does not modify, add or replace parts on the purchased vehicle and operates, uses, and maintains it correctly according to the "User Manual",and is identified by a special service station or after-sales engineer as a result of product quality problems, the company will provide free after-sales "three guarantees" repair services in accordance with the "three-guarantee period for upper body" provisions, and the damaged parts will be returned to the company by the after-sales service station for future reference.
The battery pack and supporting control system during the warranty period will be provided with technical maintenance and warranty by the chassis service outlets. The use of the battery after the warranty period shall be negotiated separately by the user and the chassis manufacturer. If the user needs to replace a new battery after the warranty period, the company can contact the chassis manufacturer or the cooperating power battery recycling company to recycle the battery for the user.
During the warranty period, if a serious quality problem confirmed by both parties occurs, the warranty period will be interrupted. After the problem is eliminated, the warranty period will be extended accordingly.
After the warranty period, if the battery pack and its supporting control system have quality problems or parts are damaged, the service outlets shall still bear the responsibility for repair and replacement, and the user shall pay the relevant fees required for repair and replacement to the service outlets.
Regularly monitor the battery pack and its supporting control system. During the warranty period, if the new energy monitoring platform discovers vehicles with Level 3 fault alarms, the after-sales engineer will promptly notify the end user to take measures to eliminate safety hazards and feedback the processing results to the local and national regulatory platforms within 1 day.
For vehicles that have multiple Level 3 fault alarms within one day, safety inspections should be arranged. Upon receiving notification from the user, the company or authorized service station should send personnel to the site free of charge within 48 hours to repair the fault in time.
After sales service for new energy vehicle chassis shall be carried out in accordance with the "Chassis Maintenance Manual".The company will assist users in repairing and maintaining the chassis at authorized repair stations designated by pure electric vehicle chassis manufacturers, so that users can receive good service.
After sales warranty principle: repair is the main focus, and parts or assemblies that cannot be repaired should be replaced.
1. If the vehicle model, motor model, chassis number on the warranty certificate does not match the actual product or is altered, the three-guarantee repair will not be provided.
2. Unauthorized modification, installation, or replacement of company products, such as adding spring leaves, replacing thickened leaf springs, electrical equipment, structural components, or replacing hydraulic components, will not be covered by the three guarantee maintenance.
3. Failure to use and maintain in accordance with the requirements of the "User Manual" or use beyond the scope. Including but not limited to the following situations:
① Damage to spare parts caused by irregular filling or replacement of lubricating oil and hydraulic oil; Improper operation leading to vehicle malfunction; Or changing the loading medium may cause deformation or damage to the product. Products that are not covered by warranty will not be covered by warranty if they malfunction, including changes to parts and vehicle damage or failure caused by them;
② Secondary malfunctions and damaged components caused by delayed vehicle modification and forced use; Parts that are disassembled or repaired by the user without the consent of our company;
③ Losses caused by any natural disasters, fires, collisions, thefts, and secondary damage caused by them, or any damage caused by smoke, chemicals, seawater, sea breeze, salt or other similar reasons;
④ Normal wear, discoloration, degradation of products caused by normal use.
The company manages the quality information of the entire process of after-sales product operation. After-sales service stations and after-sales service personnel are responsible for recording, collecting and timely filling out the "Quality Information Feedback Form" for various faults and quality accidents that occur during the after-sales process of the product and passing it to the Technical Quality Department. The full-time personnel of the Technical Department will handle it and implement it to the relevant responsible departments. The after-sales service personnel will pass the reply to the quality information to the customer and track the market usage to input it to the company. The Technical Department is responsible for summarizing and analyzing the after-sales quality information, including component defects, design defects, assembly problems, vehicle use failure phenomena, maintenance diagnosis process and failure causes, customer complaints, and failure information obtained from other channels, forming a "Quality Information Feedback Form" and an external quality problem database, reporting to the relevant departments and leaders of the company, and formulating product quality improvement measures and quality improvement plans based on the statistics of after-sales product quality information, organizing and implementing and supervising the improvement and optimization of products to ensure product quality.
For batch product failures or safety hazards that occur during the maintenance of new energy vehicles, the company will feedback the quality problems related to the chassis to the cooperating chassis manufacturer and assist it in formulating a reasonable handling plan. If the cooperating chassis manufacturer determines that there are product design issues, the recall will be carried out in accordance with the relevant provisions of the National Regulations on the Management of Recall of Defective Automobile Products.
In the process of market recycling, our company takes the leading responsibility for battery recycling.
There are two main channels for the company's battery recycling:one is to sign a cooperation agreement with companies that are qualified for battery recycling, and the other is to cooperate with chassis manufacturers. Both methods can collect and store waste lithium batteries through the after-sales service outlets of the company or chassis manufacturers, and notify battery recycling companies in batches or use the recycling channels of chassis manufacturers to recycle and dispose of the discarded power batteries of the company's products, in order to ensure the recyclability and Cascade utilization of power batteries.
At the same time, in accordance with the requirements of the "Management Measures for the Cascade Utilization of Power Batteries for New Energy Vehicles" (Ministry of Industry and Information Technology Joint Section [2021] No. 114), the company discloses to the public technical information such as the maintenance and replacement of power batteries used in new energy vehicles, and discloses the information of battery recycling service outlets and recycling steps that cooperate with the company, providing users with convenient and fast recycling services and establishing a complete power battery recycling channel.
After-sales engineers organize relevant departments to review and identify the causes of faults and safety accidents, determine the responsible party, and solve customer losses in time. If the problem is caused by supplier quality problems, the supplier will be held responsible and ordered to replace and repair all vehicles involved to ensure product quality and bear customer losses. Analysis reports will be provided for such faults, and the quality of products of the same batch or type will be checked horizontally and vertically to ensure that the factory parts meet the applicable requirements of the vehicle.
When serious problems occur in product quality, safety, and environmental protection, the problems shall be handled efficiently in accordance with HNDS/CX-23-2024 "New Energy Vehicle Safety Accident Control Procedure";
When serious problems occur in the quality, safety, and environmental protection of new energy products, the on-site handling team shall rush to the scene as soon as possible and cooperate with the chassis service station personnel to handle the problems;
The technical handling team shall arrive at the scene within 12 hours to assist the chassis service station personnel in accident identification and evidence collection. If a third-party agency is required to identify, the on-site rescue team shall maintain the scene and wait for the agency to arrive;
The crisis handling team is responsible for releasing the true and detailed information of the accident to the public, resolving customer concerns, and
disclosing the company's response solutions to the society,so as to achieve quality first, honesty and trustworthiness, excellence, leading the trend, and guaranteeing customers' right to know.
The company's currently designated sales outlets and maintenance outlets are all built after relevant screening and evaluation in the vehicle operation area. The company's existing authorized after-sales service outlets meet the full coverage of the promotion and application areas of our company's new energy products, and have a reasonable layout of after-sales service outlets and power battery recycling service outlets. They have complete special testing tools and equipment for new energy vehicles. Through training, it is ensured that service personnel have a sense of safety service, and each service outlet has the necessary after-sales service and emergency handling capabilities. Each service outlet is equipped with an independent power battery testing and maintenance area, implements fire separation measures, and strengthens fire safety management.
At present, there are mainly two ways to develop and build our company's after-sales service outlets. One way is to develop after-sales service outlets in the vehicle operation area in accordance with the "After-sales Service Management System" and "Three Guarantees Service and After-sales Regulations" to meet the after-sales maintenance of new energy products. The second way is to combine the after-sales service outlets of Class II chassis manufacturers. After our company evaluates whether they have the after-sales service capabilities of new energy vehicle products and comprehensively evaluates their maintenance technicians and service capabilities, they will be included in our company's after-sales service outlet system.
According to the provisions of HNDS/CX-05-2024 "Human Resources Control Procedure", sales and service personnel must undergo professional training before they can take up their posts. The Technical Quality Department and after-sales service personnel shall provide after-sales service and emergency support for new energy vehicles, conduct self-inspections of after-sales service stations and new energy products in use at the beginning of each year, and submit self-inspection reports to the competent authorities. After-sales service personnel are responsible for the daily work management of service stations, conduct irregular inspections of service station work, check service records, the accuracy of information on reports, the timeliness of services, and user satisfaction with services, and keep records for filing.
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