After-Sales Service Standard of Founder Equipment Co., Ltd.

Preface
Founder Equipment Co., Ltd., a high-tech enterprise specializing in the R&D and manufacturing of vibratory screening machines and crushing equipment, adheres to the service philosophy of "Customer First, Professional Efficiency." We are committed to delivering high-quality products and comprehensive lifecycle after-sales support to ensure equipment stability and maximize customer satisfaction. This document outlines our service commitments and operational standards.

1. Service Philosophy

Centered on customer needs and backed by technical expertise, we implement a rapid-response, professional maintenance, and full-cycle tracking service model to maximize equipment efficiency, minimize downtime losses, and build long-term trusted partnerships.

2. Service Scope

1. Rapid Response Mechanism

• 24/7 Service Hotline: National hotlines +86 0532-8335-6666 and +86 183-5325-2777 provide round-the-clock technical consultation and fault reporting.

• Tiered Response Time:

  • Level 1 Fault (Equipment Shutdown): Response within 2 hours, on-site technician arrival within 12 hours (domestic regions).

  • Level 2 Fault (Partial Function Failure): Response within 4 hours, solution provided within 24 hours.

  • Level 3 Fault (Routine Maintenance): Response within 8 hours, service plan arranged within 48 hours.

2. Professional Repair Services

• On-Site Repairs: Certified engineers equipped with specialized tools and testing devices perform fault diagnosis, component replacement, and system debugging to resolve issues promptly.

• Factory Repairs: For complex faults or core component damage, free factory inspection and repair services are provided (within warranty period), with a repair cycle not exceeding 5 working days.

• Backup Equipment Support: Temporary replacement equipment (same model) may be provided for urgent shutdowns (subject to inventory availability) to minimize production impact.

3. Spare Parts Supply

• Genuine Parts Inventory: Three centralized spare parts warehouses nationwide stock critical components (e.g., vibration motors, screens, bearings) to ensure timely delivery.

• Express Delivery: Parts arrive within 48 hours for major cities and 72 hours for remote areas (excluding special orders).

• Parts Warranty: All genuine parts carry a 6-month warranty (excluding consumables), with free replacements for defective items.

4. Technical Support & Training

• Operation Training: Free on-site training upon equipment delivery, covering usage, daily maintenance, and basic troubleshooting.

• Remote Guidance: Real-time support via video calls or online diagnostics to resolve emergencies.

• Technical Updates: Regular distribution of maintenance manuals, operational videos, and upgrade notifications to optimize equipment performance.

5. Regular Follow-Up & Maintenance

• Equipment Health Check: Quarterly free remote inspections and at least one annual on-site comprehensive inspection (free during warranty period).

• Preventive Maintenance Plans: Customized maintenance schedules based on operational data to replace aging components proactively and extend equipment lifespan.

• Customer Satisfaction Surveys: Biannual feedback collection to improve service processes.

6. Complaint & Dispute Resolution

• Complaint Channels: Complaints accepted via website, hotline, or email (27750977@qq.com), with initial replies within 1 working day.

• Dispute Resolution: If services fail to meet standards, escalated resolution within 3 working days until customer satisfaction is achieved.

3. Service Commitments

1. Warranty Period: 12 months for full equipment (from acceptance date), 18 months for core components (subject to contract terms).

2. Transparent Pricing: Publicly listed repair fees and parts prices with no hidden charges.

3. Service Supervision: An independent service oversight department monitors compliance with standards.

4. Supplementary Provisions

This standard takes effect upon release. Founder Equipment Co., Ltd. retains the final interpretation rights. We will continuously refine our services to align with industry advancements and customer needs.

Founder Equipment Co., Ltd.
Date: 23/02/2023

Contact Us
Hotline: +86 0532-8335-6666 / +86 183-5325-2777
Website: www.qdfz.net
Email: 27750977@qq.com
Address: No. 53 Haizhou Road, Xiangdian Industrial Park, Pingdu City, Qingdao, Shandong Province, China

Founder Equipment Co., Ltd. is dedicated to becoming your most reliable partner, ensuring industrial equipment operates at peak efficiency through systematic service excellence!