These After-Sales Service Terms & Conditions (hereinafter referred to as “these Terms”) apply to the custom machinery and production line products and related services provided by Zhengzhou Quncheng Machinery Equipment Co., Ltd. (hereinafter referred to as “the Company”). By purchasing the Company’s products, the client is deemed to have agreed to and accepted all the contents of these Terms.
1: After-Sales Service Fast Track
To ensure your concerns are addressed promptly, the Company has established a dedicated After-Sales Service Fast Track.
Upon receiving your after-sales service request through the channels above, we will contact you within 6 hours to provide a solution as quickly as possible.
2: After-Sales Service Applicability
The Company will provide after-sales service based on international industry practices and the following principles:
- Product Quality Issues: Equipment malfunctions or performance shortfalls due to defects in materials, design, or manufacturing within the warranty period.
- Installation and Commissioning Issues: For projects where the Company is responsible for installation and commissioning, if the equipment fails to operate normally or meet contractual specifications after commissioning.
- Technical Guidance Needs: When clients encounter operational difficulties, technical questions, or require professional guidance during use.
- Spare Part Replacement Needs: When spare parts require replacement due to normal wear and tear or accidental damage during product use.
- Routine Maintenance and Servicing: Providing regular equipment inspection, maintenance, and servicing as per the sales contract or client request.
3: Scope of Services
The scope of the Company’s after-sales service is primarily based on the after-sales service period and related fees clearly stated in the sales contract.
- Contracted Services: The after-sales service content, duration, frequency, and fees explicitly stated in the sales contract will serve as the primary basis for the Company’s service provision.
- Services Beyond Contract Scope: For service requests that fall outside the scope of the sales contract, clients may consult with their dedicated sales representative at any time. Both parties will negotiate a new service plan and fees based on specific needs, service complexity, and required resources, and then sign a supplementary agreement.
4: After-Sales Service Fees
The composition and collection methods of after-sales service fees primarily adhere to the following principles:
- Contracted Fees: After-sales service fees explicitly listed in the sales contract must be paid by the client as per the contract terms.
- Negotiated Fees: For services beyond the scope of the sales contract or services incurred outside the warranty period, relevant fees will be determined through negotiation between the client and the sales representative, considering factors such as service content, required consumables, travel expenses, and labor costs. Once the fees are confirmed, both parties will sign a relevant service agreement or supplementary contract.
5: After-Sales Service Acceptance
To ensure service quality and clarify responsibilities, the Company will strictly adhere to the after-sales service acceptance process:
- Contracted Acceptance Standards: The sales contract explicitly defines the acceptance standards and procedures for service completion, which will serve as the primary basis for acceptance by both parties.
- Re-negotiation of Service Contract: For services outside the scope of the sales contract or where acceptance standards are not clearly defined in the original contract, the client may negotiate with the sales representative to draft a detailed new service contract. This contract will specify the service content, completion standards, acceptance methods, and timelines to ensure the service outcome meets both parties’ expectations. Upon successful acceptance, both parties will sign a service acceptance form.
6: After-Sales Service Dispute Resolution
Should any disputes arise during the after-sales service process, both parties shall endeavor to seek a fair and reasonable solution based on the principle of amicable negotiation.
- Negotiation: Both parties shall first attempt to resolve disagreements through communication and negotiation.
- Third-Party Mediation: If negotiations are unsuccessful, both parties may request mediation by a mutually agreed-upon third-party institution.
- Legal Recourse: If negotiation and mediation fail to resolve the dispute, either party may, in accordance with the dispute resolution clause stipulated in the sales contract, file a lawsuit with the competent People’s Court.
Please Note: These Terms are general after-sales service terms. The specific after-sales service content for particular products or projects will be subject to the sales contract and relevant supplementary agreements. The Company reserves the right to the final interpretation of these Terms.
We are committed to providing you with exceptional after-sales service, ensuring your equipment operates efficiently and stably, and supporting the growth of your business.
