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After-sales service and technical support

Customer Service Center
  As a core department in the Hanshen structure, the customer service center is responsible for handling many integrated tasks. Its main functions include technical support and the handling of client-side inquiries. Customer feedback is very important for us. Complaints and suggestions are properly dealt with and documented before being forwarded to relevant departments for further processing. Our service representatives are committed to bringing you a better purchasing experience.
  There is no higher priority than the satisfaction of our client. We adhere to customer’s satisfaction as the first standard. All calls and inquiries are solved with our best effort as soon as possible. We take great pride in our sincere after-sales services and professional technical support.
  
Product Service
  Quality warranty time: 365 days + Sea freight time + 5 workdays (for Custom clearance). 
Within warranty period we offer as below (if the damage is not caused by misuse of the products ):
1.Free parts for replacement or free same model machine if the damaged machine cannot be repaired.
2.Free parts or free machine in principle will be provided to buyer together with the next shipment.
3.The buyer should offer the machine’s series number, broken parts or machine photograph and trouble description to seller. After our confirmation we offer the free parts or machine to the buyer.
Training
  To help clients get a better understanding of our products, Hanshen commits to providing professional service and guide to our customers worldwide. Pre-sale, in-sale, and after-sales training are structured throughout the whole customer service system of our marketing center. We can offer comprehensive solutions based on individual client’s needs.
  
Service Process
1. Receive the calls or letters from clients.
2. Forward them to relevant specialists.
3. Record the time, company name and problems.
4. Major quality problems can be replied within 24h.
5. Dedicated solution.
6. Case follow-up.
7. CMO review and approval service feedback.
8. Apply for on-site technical support.
9. Document the result.
 
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< China Telecom and Information Services business license> number ICP:05078816-1

Address:East No.100,Furong Yilu Road, Xishan Economic Development Zone, Wuxi, Jiangsu, China Post Code:214193
  Tel: +86 510 85470006/8547 0065/8547 0083/8547 0009
  Fax: +86 510 85470109
    E-mail: waimao@hanshen.com.cn
Website: www.hanshen.com.en
 
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