TECHNICAL SUPPORT

What kind of after-sales service does Next Day Technology Co., Ltd. provide customers?

Time of issue:

2019-01-29 11:47

Origin：

(1) After receiving the customer's help information, make a decision on how to deal with it within 24 hours. (2) Establish a special spare parts warehouse, and keep spare parts for equipment and consumables for not less than 2 years for a long time. According to the amount of maintenance, equip and repair, replace or provide spare machines at the fastest speed to ensure the normal use of Party A. (3) The customer can directly consult or complain to the person in charge of the project who arrives at the site, who will judge whether it can be solved on site according to the nature of the problem. If the problem can be successfully solved on site, the processing result will be directly replied to the customer. Problems that are not suitable to be solved on-site shall be referred to the customer

(1) After receiving the customer's help information, make a decision on how to deal with it within 24 hours.


(2) Establish a special spare parts warehouse, and keep spare parts for equipment and consumables for no less than 2 years for a long time. According to the amount of maintenance, equip and repair, replace or provide spare machines at the fastest speed to ensure the normal use of Party A.

(3) The customer can directly consult or complain to the person in charge of the project who arrives at the site, who will judge whether it can be solved on site according to the nature of the problem. If the problem can be successfully solved on site, the processing result will be directly replied to the customer. Problems that are not suitable to be solved on-site shall be referred to the Customer Service Response Center.


(4) The customer service response center can directly receive the questions raised by customers in writing or by telephone, or the questions forwarded by the on-site project responsible personnel that are not suitable for direct solution on site, and determine the nature of the problem, and submit it to the relevant departments at the same time. to be processed.


(5) If it is a third-party product problem (including hardware and software), the after-sales department of the original manufacturer will be contacted, and the manufacturer will be responsible for solving it.

 
(6) If it belongs to the application system problem, then further judge whether it is a misoperation problem. If it is a misoperation problem, transfer it to technical support personnel to solve it; if it is an application system problem, transfer it to the project manager, who will further judge and decide whether it is a problem For upgrade service problems, if it is confirmed that the upgrade problem is an upgrade problem, it will be submitted to the relevant department to propose a solution for resolution; if it is a defect of the original system, it will be submitted to the relevant project team for resolution.


(7) The person or department responsible for solving the problem will record the processing results in the "Customer Feedback Processing Results" table, and the personnel of the customer service response center will finally reply to the customer.


(8) Service Hotline of Next Day Technology: (0755) 86377021

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