After-sales Service Commitment
Our company assumes full responsibility for the free commissioning of all supplied products, provides technical consultation and maintenance guidance, and offers complimentary training and technical support. The specific after-sales service and maintenance commitments are as follows:
After-sales service commitments during the warranty period
1. The civil engineering works shall be arranged by the procuring entity. Upon signing the contract, our company will dispatch engineering and technical personnel to the site within three days to coordinate with the contractor on matters related to equipment foundations and flue‑gas duct construction, provide rationalization recommendations, furnish technical drawings for equipment installation layout, and supply the relevant technical documentation as required by the procuring entity.
II. Work closely with the procuring entity to complete the installation and commissioning of the entire funeral cremation system, including the cremator and flue‑gas treatment equipment, as well as the waste incinerator. Additionally, install a pre‑installed inspection port upstream of the flue‑gas treatment system to facilitate testing and acceptance.
3. During the warranty period, our company provides free repair services. For any non‑intentional damage or other defects within the scope of quality standards that may arise from normal use, we guarantee free repair. In the event of a product malfunction, upon receipt of notification from the purchaser, our company will dispatch service personnel and the necessary spare parts to the site within 24 hours for troubleshooting and repair.
IV. Technical Support and After-Sales Service Measures
(1) Our company has established a comprehensive after-sales service system, with after-sales service centers located in the four direct-administered municipalities as well as in Xi’an, Guangzhou, Harbin, Chengdu, and other cities.
(2) Our company maintains a team of professional installation and maintenance personnel and an adequate supply of spare parts, ensuring sufficient resources in terms of geographic coverage, staffing, and inventory.
(3) The supplied ancillary equipment shall be covered by warranty in accordance with the applicable after-sales service provisions.
V. Maintenance and Upgrades
(1) All of our products are designed with upgradeability in mind. Upon the purchaser’s request, we will undertake the upgrades at cost only, without seeking any profit.
(2) All of our company’s products are designed to be adaptable to different fuels. Should the purchaser wish to switch to clean energy sources such as city gas or natural gas, our company will undertake the necessary modifications, charging only the associated costs and operating on a non‑profit basis.
(3) Upgrading or changing the fuel, regardless of whether it is within or beyond the warranty period.
(4) In a few years, should technological advances render a new product the market‑dominant offering.
VI. After-sales Service Response Time and Repair Timeliness Rate
(1) After-sales service hotline: 0795-4581007 , Fax: 0791-4581007 ; Complaint hotline: 0795-4581348 。
(2) Upon receipt of any form of notification (e.g., telephone, fax), respond immediately within one hour to provide clarification and resolve the issue.
(3) When issues cannot be resolved via telephone, internet support, or other means, maintenance technicians shall ensure on-site arrival within 24 hours to address the fault.
(4) Upon the arrival of maintenance personnel, minor faults shall be repaired within 2 hours; moderate faults within 4 hours; and major faults shall be addressed overnight to ensure equipment can be restarted by the following day.
After-sales service commitments beyond the warranty period
(1) After the warranty period expires, we provide ongoing support; even if a particular model is discontinued due to technological advancements, we ensure that spare parts remain available in our warehouse for at least 20 years. We guarantee timely delivery of all components and parts at all times.
(2) Provision of Spare Parts and Components: After the warranty period expires, all spare parts and components manufactured by our company will be charged at cost. For externally purchased electrical components and other items, settlement will be based on the original purchase invoices, with no profit margin applied.
