After-sales Service System

Sitong Thermal Equipment has a professional after-sales service department. All resident service engineers have been trained and qualified at the headquarters of various production factories and have more than five years of service experience.

Professional service engineers are located in major cities across the country;

All users can enjoy unified and standardized after-sales service from the company;

The company has a telephone-connected after-sales service center and an Internet remote monitoring and control system. Boiler failures can be judged in a timely manner and handled promptly; the telephone response service system provides 24-hour service every day, and answers within 1 hour after receiving the maintenance call. The after-sales service engineer rushes to the user's site within 2 hours, and general failures are repaired within 24 hours and a maintenance report is submitted to the user. Major failures will be repaired within 48 hours. Special circumstances will be resolved through consultation with the user.

After the user signs a sales contract with the company, the company's after-sales service department establishes a user file for tracking services, including on-site installation guidance, on-site debugging, maintenance, and personnel training.

Technical Service Content

1. On-site installation plan:

a. After signing the contract: provide equipment foundation drawings, and send after-sales service engineers to provide technical guidance to users on machine room layout and basic production.

b. When the equipment is delivered: Determine the delivery date based on the actual progress of the user's project. When the goods arrive at the user's site, the after-sales service engineer will inspect the goods on site together with the user and Party A to determine the integrity of the equipment. If there is any damage, the company will immediately repair or replace it.

c. During equipment installation: Throughout the entire piping installation process, the after-sales service engineer provides guidance on the correct installation and connection of the equipment at the user's site. If the installation does not meet the specifications, the after-sales service engineer has the right to notify the user and request reinstallation to ensure project quality.

d. End of installation: Check all equipment connections with the user and confirm that they are qualified.

2. On-site debugging plan

a. During installation, the burner and control box of the unit will be installed and wired. After the installation is completed and the hydrostatic test is qualified, debugging will be performed.

b. On-site debugging: The after-sales service engineer will make precise adjustments to the equipment to ensure that the unit operates normally under the user's actual working conditions and achieves optimal efficiency. On-site training will also be provided to user operators. Generally, the debugging process takes 3 days.

c. Debugging acceptance: After the debugging is qualified, the user-level relevant personnel will organize the acceptance. If there are any problems during the acceptance process, the company will immediately take responsibility for rectification until the acceptance is qualified.

Warranty Period, Scope, and Conditions

1. During the free warranty period, the supplier will provide a free maintenance start-up and conduct regular return visits to users. Users follow the operating procedures in the product installation and operation manual, and the supplier will be responsible for all maintenance costs during the warranty period and will provide spare parts required for operation free of charge.

2. After the warranty expires, the supplier will conduct a comprehensive test on the equipment free of charge and resolve all existing problems. After the warranty expires, the supplier will still provide after-sales service until the unit is out of service, and the maintenance cost will only include the cost of materials.

3. Spare parts will be provided to the buyer at a price not higher than the supply price to other customers. When a spare part stops production, the buyer will be notified in a timely manner, and a solution will be provided.

4. During the warranty period, the supplier shall be responsible at its own expense for repairing and replacing any damage and malfunctions caused by quality issues of the equipment itself. After the repair is completed, the supplier shall submit a report to the owner in duplicate, including the cause of the failure, solutions, the time required to complete the repair, and the date of resuming normal operation.

5. At the end of the warranty period, the supplier's engineers and the buyer will conduct a test on the equipment. Any damage or malfunction caused by poor product manufacturing quality will be resolved by the supplier at its own expense and subject to the approval of the owner.