Full-Service and After-Sales Support Process
1. Pre-Order Communication & Technical Preparation
Before receiving a confirmed order:
Our sales representative maintains close communication with the customer to understand their specific requirements.
The requirements are submitted to our design and production teams for technical review.
Our design team collaborates with the production team to draft mold and machine layouts based on the customer’s needs.
We also provide factory layout proposals and production line configuration plans based on the customer’s workshop space.
Any suggestions or feedback from our technical team are relayed to the customer. Customer feedback is in turn submitted to the technical team for revisions.
Final agreement is reached after iterative discussions and alignment with the customer.
2. Order Confirmation & Production Coordination
After the order is received:
Order details are submitted to the mold design and manufacturing team for review and approval.
Once approved, the mold and press machine production departments schedule production based on the finalized specifications.
The order enters the formal production timeline.
Our sales representative follows up on the production progress and shares updates with the customer every 10 days via photos or videos.
Upon completion, all machines undergo strict pre-delivery inspection and functional testing.
The customer is informed to conduct final inspection and arrange payment of the remaining balance.
Once the balance is received and inspection is approved, packaging and shipment are arranged.
3. Packaging & Shipment
Packaging is customized based on the customer’s specific requirements and the equipment type, including options such as bubble wrap, stretch film, and wooden crates.
Each package is numbered, photographed, and documented by both the sales and production teams.
Equipment and package lists are cross-checked to ensure accuracy.
Prior to loading, the container is inspected to ensure it is in optimal condition for safe transport.
All machines and packages are securely loaded and fixed with steel cables or straps to prevent movement.
During the loading process:
Each item is photographed and matched against the checklist.
The loading process is thoroughly documented to ensure machines are not damaged and are properly secured.
The sealed container and seal number are photographed.
The final packing list, along with photos and/or videos, is shared with the customer.
4. On-Site Installation & Training
Depending on the customer’s requirements and the scope of installation, we will dispatch 1–2 engineers to the customer’s site for installation and commissioning support.
The sales representative will provide a checklist of tools and materials that the customer should prepare before installation.
Our engineers will also train the customer’s workers on operation and maintenance.
Engineer service fee: USD 150/day per engineer.
All related expenses for visa, round-trip airfare, accommodation, and meals shall be borne by the buyer, or shared based on mutual agreement.
Civil engineering, cranes, forklifts, welding, and other related local support services required for installation will also be arranged and covered by the buyer.
5. After-Sales Support
A dedicated after-sales support engineer will be assigned to the project.
A WhatsApp support group will be created including the customer’s engineers and management, along with our sales, technical, and support teams.
Support staff will respond immediately upon receiving any customer feedback or issue reports.
Minor issues will be resolved via messaging, phone calls, or video guidance.
For major issues or cases that cannot be resolved remotely, we will provide a solution within 24 hours and dispatch an engineer to the customer’s site within 5 days.
All costs arising from product quality issues will be fully covered by us.
Any losses or damage caused by improper operation or misuse by the customer will be the customer’s responsibility.
Prior to shipment, we will provide a free set of consumable spare parts to cover daily replacement needs within the first year of operation.
6. Warranty Policy
The standard warranty period is 1 year from the date the equipment arrives at the customer’s factory.
Extended warranty or custom warranty terms can be discussed based on the project scope and customer requirements.
Note: The final version of all terms shall be subject to the contract signed by both parties.