Our company has established a number of new energy vehicle service stations, our company for the new energy vehicle production of new energy vehicle vehicle warranty period of 3 years or 60,000 kilometers (uniform first arrival of the subject), the new energy vehicle power battery, motor, electronic control and other key components to provide 8 years or 120,000 kilometers (first arrival of the subject) warranty, the wear parts to provide 3 months or 5,000 kilometers of quality assurance services, The wearing parts include; Light bulbs, wipers, fuses and general relays (without integrated control unit); For Sanyi RV users to create a comprehensive, thorough and efficient service guarantee network. The user warranty and maintenance manual is announced to the society through the official website of Sanyi RV and other ways to ensure that users can contact the service station in time. Its official website: www.sycosmosrv.com.
Our company guarantees that all the new energy special vehicle products produced by our company from design, production, detection to product packaging, transportation and after-sales service links, product quality are strictly in accordance with the national standard, bank standard and enterprise standard requirements for factory inspection, unqualified products will never leave the factory. At the same time, our company has established a basically complete after-sales service management system to ensure that each vehicle has a designated service personnel to provide full and comprehensive tracking services.
Sanyi RV collects feedback information on after-sales problems through various channels such as customer calls, customer visits, vehicle processing at service stations, market research, and real-time monitoring.
For vehicle failure, daily maintenance and other problems, Sanyi RV arrange service stations for maintenance and replacement. In view of major problems such as quality and safety, the Service Department will jointly investigate and analyze the problems with the Technical Quality Department. At the same time, risk assessment will be carried out on the vehicles that have been produced and put on the market and the vehicles that will be put into production later, and corresponding measures will be formulated to eliminate hidden dangers.
At present, our company has established 10 after-sales service sites, set up a customer service center, there are 5 internal after-sales service personnel, service hotline 24 hours a day to accept customer consultation. At the same time, the company has established special service stations in Zhejiang and its surrounding provinces and cities, and the special maintenance service stations have the after-sales service capability of new energy special vehicles; Special maintenance service station is equipped with special vehicle diagnostic instrument, insulation resistance tester, CAN bus analyzer and tire balancing machine and other maintenance equipment; The special maintenance service station is equipped with a technical director, 2-3 full-time new energy maintenance technicians, and each special maintenance service station also has a service manager, webmaster, financial supervisor, workshop supervisor, workshop scheduling, quality inspector, machine repair team, electrical team and other professionals.
All service personnel and maintenance technicians of new energy special vehicles need to be trained for more than one month (the training content includes but is not limited to the fault diagnosis of the control system and subsystems; Training on basic fault diagnosis ability and replacement ability of vehicle energy, drive system, vehicle charger and other systems and assemblies), only after passing the assessment can you hold the certificate to work.
Our company also conducts training and assessment for product users. Training methods include: classroom teaching, on-site demonstration, practical operation and case analysis, etc. Our company arranges professional training engineers and other personnel to provide on-site guidance to meet the diversified training requirements of customers. The main training content is: safe operation specifications, vehicle use, daily maintenance, fault identification and other content. At the same time, our company also conducts detailed training and instructions for operators on driver position specifications, charger position specifications, battery installation and replacement operation precautions and battery charging operation procedures.
After-sales service items and contents: The product quality of the vehicle in the three guarantee service period is mainly fixed, and the repair cost is free (excluding the wearing parts and electrical parts); At the same time, we provide vehicle lifetime warranty service (beyond the warranty period of the product, need to replace the parts only charged the relevant cost); Our company also training operators free of charge (such as by our company to arrange senior engineers on-site guidance, learning theory and practical operation; Help the operator master the basic theory, performance and function of the special vehicle; Ensure that the operator has the ability to carry out normal daily maintenance and troubleshoot general technical faults; Where there is a detailed registration in our company, there are contact users, after-sales service department will regularly telephone contact or irregularly return visit, so as to understand the use of detailed, timely elimination of vehicle failure.
In view of the product quality problems and failures reported by phone or written feedback from customers during the use of products, the company’s after-sales service personnel will go to the scene to understand the fault phenomenon, analyze the cause of the fault, report to the company’s technical department and quality control department if necessary, quickly propose fault disposal measures, and contact the service station or relevant parties for maintenance. In addition to the above treatment immediately, the after-sales service personnel at each station also conduct timely statistical summary of the fault quality information occurred during the use of users, provide failure parts or failure photos, and feedback to the quality control department of the company. The quality control department will conduct statistical analysis, instruct relevant responsible units to analyze the cause, formulate corrective action plans, and track the effect of the implementation of measures. Completely prevent the recurrence of similar quality problems.
Service response time commitment, from the receipt of user information, within 0.5 hours to give a reply, within 4 hours to arrive at the scene, within 24 hours to arrive at the scene in the province, outside the province within 72 hours to arrive at the scene. After the maintenance personnel arrive at the scene, the minor fault guarantee within 4 hours to solve; General faults are guaranteed to be solved within 10 hours; For major failures or special parts damage, within 24 hours to provide a clear solution, timely and thorough solution. After the batch of new cars are delivered, the company will send service engineers to track the new cars.
Regarding the scope of customer’s claim, the customer in accordance with the requirements of the product manual, in the case of normal use and maintenance, during the warranty period, due to the manufacturing of products, assembly quality and material and other reasons caused by the damage or failure of the whole vehicle assembly, parts, after the analysis and identification of the relevant departments of our company or supporting companies, Our company will provide free repair or replacement of the corresponding parts of the cost (including the cost of labor and materials).
The general parts and components of automotive products fail, and can meet the standard requirements through repair, the maintenance personnel of our company is responsible for repair, and can not be repaired, replace the new parts that meet the standard requirements; When the user finds that the vehicle has a fault, he should contact the maintenance personnel of our company as soon as possible.
Non-claim scope: The user does not carry out mandatory maintenance of the new car according to the regulations; Failure or damage caused by the user’s failure to comply with the provisions of the relevant product instruction manual; Natural wear consumables, low value consumables, fragile glass and normal consumables, etc.; The user cannot provide a valid Warranty Card; If the car fails, the user should contact the special maintenance unit in time to solve the problem, such as continuing to force the use, resulting in expanded losses; Failure or loss caused by the user’s installation of spare parts not produced by our company’s supporting company on the new car or its modification or unreasonable assembly without our company’s permission; Damage caused by traffic accidents and various human factors (improper operation, abnormal use) and related later failures; Unable to determine the cause of the failure caused by the user’s private disassembly; Failure or abnormal, the user did not eliminate in time and caused the expansion of the fault, our company and supporting companies are only responsible for the repair of the original quality fault, for the later induced expansion of the loss of compensation; If the odometer of the user’s vehicle is damaged, and the mileage cannot be determined because it is not repaired in time, the actual mileage calculated according to 150 km/day or its normal driving route shall be calculated from the date of purchase; After the user’s odometer is damaged, it fails to notify our company or a matching company and replaces it without permission; Failure caused by failure to adjust or tighten or adjust or tighten according to maintenance requirements; Damage or failure caused by human force majeure factors, such as flood, earthquake, fire, hail, storm, acid rain and other causes of chemical corrosion and other factors.
Our company has established a major problem emergency guarantee mechanism, from the organization of security, risk prevention, information early warning, information transmission, information classification management, on-site disposal, after-treatment, hidden danger investigation and other aspects of overall deployment, when the product quality, safety, environmental protection and other serious problems, real-time warning and rapid emergency disposal, with emergency rescue and disposal solutions. The general manager and the leaders of various departments (led by after-sales service department, technical department, quality control Department, Customer service Department, etc.) shall form a “company-level emergency rescue Command leading Group” to handle emergency incidents, and promptly disclose information on the “Automobile maintenance Technical Information Disclosure Supervision and service website”. At the same time, our company opened a 24-hour emergency rescue phone, requiring the local service station to set up a rescue team, equipped with rescue vehicles, fire equipment and other equipment, to provide emergency rescue services for market vehicles.
Company name: Ningbo Sanyi motorhome Manufacturing Co., LTD
Service telephone: 0574-65807511
Email: ks@cosmosrv.com
Add: No.8, Haitai Road, Binhai Industrial Park, Xiangshan County, Ningbo City, Zhejiang Province
