Marketing Services
Marketing Services

After-sales service

　　Zhongyi Pharmaceutical Machinery consistently adheres to the characteristics of its equipment and the actual needs of its customers, implementing rational, specific, effective, and proven service solutions to ensure that users’ personnel can operate its products proficiently.

　　1. The product is subject to the national “Three Guarantees” for quality, with a one-year warranty period; after the warranty period expires, spare parts and services are provided for the lifetime of the product. During the warranty period, except for damage caused by human factors such as operator error, the company will undertake all repairs and maintenance related to quality issues, with no charge for materials or labor.

　　II. Equipment manufacturing has entered the final commissioning phase (5–7 days). The company will notify the customer to dispatch 2–3 personnel for training, which will be conducted on-site by the company’s technical director and assembly engineering technicians until the equipment passes the company’s acceptance inspection and is shipped. The company will cover the food and accommodation expenses for the customer’s trainees.

　　3. Upon the equipment’s arrival at the customer’s premises and upon the fulfillment of all installation and commissioning conditions, the customer shall notify the Company in writing. The Company shall dispatch personnel to the customer’s premises within three days to carry out the installation and commissioning of the equipment in collaboration with the customer’s engineering technicians (with basic installation taking 2 to 3 days and commissioning 7 to 10 days), until the equipment meets the technical specifications stipulated in the contract.

　　4. Upon receiving a user’s telephone report, the Company shall provide a telephone response within two hours and propose a solution. Upon receiving a user’s written fax report, the Company shall provide a written response within eight hours and propose a solution. If it is confirmed that the user’s equipment cannot be resolved independently and on-site personnel must be dispatched, such personnel shall arrive at the user’s site no later than 24 to 48 hours after receipt of the report and propose a solution. In exceptional circumstances, and provided that the user’s location is accessible by air, priority shall be given to arranging for personnel to arrive on site.

　　V. The after-sales service team is preferentially composed of the original commissioning personnel (who are thoroughly familiar with the customer’s equipment) to ensure rapid diagnosis and timely resolution of issues. The company has appropriately delineated work zones for commissioning engineers, enabling after-sales staff to reach the site promptly when needed and thereby ensuring the normal operation of the customer’s equipment. In addition, comprehensive computerized records are maintained for each customer, product technology is continuously upgraded and updated, and the spare-parts supply chain is kept uninterrupted, all to guarantee the reliable and continuous operation of the equipment.

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