Customers of SINOMACH from all over the world speak highly of our top quality construction machinery and equipment as well as our unbeatable services. Our overseas service staff always hold "Serve you serve the world" to offer overseas customers top class service and obtain high praise from them. Along with continuous expansion in overseas market, the number of our service staff for foreign customers is on the increase, serving more than 50 countries. Currently, we have established more than 20 accessories center together with overseas agents, providing 24-hours all-weather service to customers and solving all kinds of equipment malfunctions.
- 1. Q: Does your company conduct equipment test and trial run before delivery and can you send video or pictures to customers for confirmation before packaging and shipping?
A: We will carry out test and trail run to each set of our equipment before delivery. If required, we can send test videos or pictures to customers for confirmation. We also welcome you to our company for inspection. We will not conduct packaging and shipping until you are totally satisfied.
- 2. Q: How long is the delivery cycle? Is products’ package reliably guaranteed during transportation? Who will assume the fees for damage of accessories and can you send a free set of quick-wear parts to customers?
A: The delivery cycle of our conventional products is 30 days, and the specific equipment required by our customer will be delivered within 45 days. The transport package of our products is in the charge of specific staff, ensuring safety in transportation. If there are parts broken during transportation, we will bear all the charge for that. Based on customer’s local environments, we can also attach part of accessories in the package.
- 3. Q: Will your company arrange technicians to conduct technical training on both theory and practice? Will you offer online technical support or door-to-door service?
A: When new customers receive the machines, our service staff at the local place mainly carries out operation training and equipment maintenance. Surely, you can appoint technician to our company to freely receive more professional and delicate training. For the customers who purchase a large quantity of machines from us, we can appoint engineers to their place to do on-site training. In addition, we offer 24-hours online technical support and handle customers’ questions in the shortest time.
- 4. Q: Does SINOMACH offer on-site installation, test and operator training after delivery? How much will you charge for training?
A: If required, we will appoint technicians to conduct further equipment test and operator training for free after delivery. All of our service staff will experience strict training before taking up the post. Every year, we will enforce rigorous evaluation to them and eliminate the unqualified.
- 5. Q: How long is the warranty period? Under warranty, will you undertake maintenance or change to the equipment that is damaged by non-human factors?
A: The warranty that we promise for our construction machines including wheel loader, bulldozer, truck crane, wheel loader, forklift, etc. is one year after they are purchased or 2000 working hours. Under warranty, maintenance and change are free. Beyond warranty, we only charge at cost price.
- 6. Q: Does your company provide the optimal solution as soon as possible when the equipment has fault under warranty?
A: No matter whether it is under warranty or beyond warranty, we will appoint technicians near your place right away to handle your problems and help you recover operation in the shortest time.
- 7. Q: Do various kinds of parts need to be original if they have to be changed beyond warranty, and do they need to be produced temporarily?
A: SINOMACH has built accessories warehouses in most of countries around the world. There stored all the common parts for customers. If the parts that customers need can not be found in local warehouse, we will deliver from domestic warehouse as soon as possible to try our best to minimize their maintenance time.
- 8. Q: Will you conduct regular calling or visiting to customers for feedback and follow up service condition of their equipment?
A: Absolutely, we will regularly call back to our customers to follow up equipment use condition and understand their needs. For improvement suggestions that customers propose, we will report to technical department in time.