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FULL RANGE OF TECHNICAL SUPPORT AND SERVICE TO CUSTOMERS FROM PRE-SALE TO AFTER-SALES

ENBL (Kunshan) Machinery Co., Ltd in line with the "customer needs, is our pursuit" purpose, commitment from pre-sales to after-sales to give customers a full range of technical support and service, to give customers the best use of the experience.

Pre-sales Service

To provide services for customer consultation, understanding of the company's product features, functions, new materials, new technologies and project evaluation, and to provide customers with the necessary technical and commercial documents.

On-sales Service

Throughout the whole process of customers, design, manufacturing and transportation, we provide customers with high quality products with 100% passing rate of factory inspection.

After-sales Service

implement the concept of integration of technology, production and sales service, through the internal implementation of the commodity factory responsible system, external implementation of regional management of the service model, to achieve rapid response, timely resolution of technical and product quality issues, at any time to provide technical training and related technical support, to maximize the provision of quality services for customers.
  • Pre-sales service - to provide services for customer consultation, understanding of the company's product features, functions, new materials, new technologies and project evaluation, and to provide customers with the necessary technical and commercial documentation.
    (1) For our standard products, we can provide customers with product samples, product catalogues, product performance, product general diagrams and product installation base drawings and other relevant information according to customer visits or correspondence requirements, provide customers with descriptions of the use of similar products in other customers, and make corresponding suggestions for the product situation required by customers.
    (2) For customers needing non-standard products, we will organize the company's design, process and other technical personnel related to product with customer to communication and technical exchanges with the product requirements , to introduce the characteristics and profile of the products required by the customer, to propose product selection, design modification proposals, to provide product design solutions, and provide customers with a reference basis for their decision-making.
    (3) The customer proceed the bidding project, our company can assist the customer to prepare the bidding documents to meet their requirements.
    (4) Receiving customers to visit our company, we provide timely product performance, characteristics, scheme design drawings and various parameters, our company is willing to provide customers with technical advice, so that customers can purchase technologically advanced, reasonable priced, reliable performance of the product.
    (5) To provide accommodation and transportation convenience for customers who visit to our company to discuss business.

     
  • In-sales service - Throughout the whole process of customer, design, manufacturing and transportation, we provide customers with quality products with 100% passing rate of factory inspection.
    (1) After the contract is formed, we will optimize the design, strive for excellence, liaise closely with the customer to ensure that the design work is carried out smoothly, and actively listen to the requirements of site users to improve the design.
    (2) If the customer has a request for change or update, our company will make every effort to meet its demands and coordinate with all parties to ensure good cooperation, and implement the consensus with relevant parties and form written documents, and further follow up and solve relevant problems that arisen
    (3) Reasonably organize production in accordance with the contract to ensure orderly delivery of products on schedule.
    (4) In the manufacturing process of the product grab, the customer can dispatch relative staff to our company at any time to supervise the production of product grab, and inspection and guidance work too, we provide accommodation, food and transportation convenience .
    (5)Product delivery
    a) For products shipment, a specific shipping plan for vehicle transport is to be drawn up according to the characteristics of the product and the location of the customer.
    b) For the delivered products, lifting points should be designed and lifting should be followed up according to the lifting points. When lifting wrapped parts, wooden squares, rubber pads, wrapped corners etc. must be padded to prevent the corners from cutting the wire rope. When loading and bundling reinforcement, add protective pads to prevent scratching the product.
    c) Check the appearance quality and packing condition, supervise the lifting quality, and if any quality problems or packaging damage are found, report the measures in time and keep records.
    d) When transporting oversized large items, send the "Oversized Transport Chart" to the entrusted shipping unit before shipment, and the shipping unit will contact the highway, railway, seaport and other departments to apply the oversized transport application procedures.
    e)After the products are sent out, the customer will be informed of the waybill, vehicle number, cargo name, number of boxes (pieces), weight, etc. in time ,so that the customer can look after of the goods.

     
  • After-sales service - to implement the concept of integration of technology, production and sales services, through the internal implementation of the commodity factory responsible system, the external implementation of regional management of the service model, to achieve rapid response, timely resolution of technical and product quality issues, at any time to provide technical training and related technical support, to maximize the provision of quality services for customers. Putting " customer focus" into practice to ensure continuous customer satisfaction.
    (1) After the products are dispatched to the user site, our after-sales service will start, and the goods will be handed over to the customer in the first instance with the customer in accordance with the name and quantity specified in the contract, accurately and without error. In case of missing parts or accessories information during the handover, both parties will make a detailed record, form a record, and clearly deal with the opinion, which will be confirmed by the signature of both parties' representatives. We will promptly deal with any missing parts or shortage of information caused by our responsibility. If it is a case of missing box or missing shipment, we will quickly handle the missing parts for replacement shipment,.
    (2) In the process of product installation and commissioning, by communicating with the customer good commissioning both sides with the mode. According to the project requirements we will promptly send staff to the working site for technical guidance and service, we will send a service engineer to the scene and customer commissioning personnel to cooperate with the installation and commissioning work, and deal with the problems that arisen during the installation and commissioning.
    (3) Training for customer maintenance and operation personnel
    After the product is put into use, we can arrange training for the customer's personnel to come to our company when the customer's request, so that the Grab can be maintained smoothly in the future. We can also arrange our service engineers to come to the site any time to train the operators on the relevant content according to the customer's request.
    (4) Handling of problems
    During the product warranty period, when we receive service information from customers, we will give an answer within three hours. If the customer requests us to send our staff to the site to help to deal with the problem, we will arrange our staff to go to the site in the shortest possible time and bring the relevant parts, to replace or repair the parts damaged Free of charge if under ours responsibility . If the responsibility is under the customer side, we will also actively assist the customer to deal with it, so that the equipment can resume normal operation as soon as possible.
    (5) Supply of spare parts
    ENBL make grabs and tools, we will provide customers with the corresponding drawings of wearing parts too. We will provide customers with the required production spare parts for a long time at best price and with the fastest delivery time. and also remind customers to prepare the wearing parts in advance, so as not to affect normal production.
    (6) Lifetime Service
    After the expiry of the warranty period, we provide "Lifetime Service" as follows.
    a) We will provide customers with the required spare parts, maintenance and overhaul information at preferential prices for a long time.
    b) We will provide free training services on the operation and maintenance of our products. We will also organize the preparation of teaching materials and relevant information in this regard.
    c)According to the customer's requirements, dispatch technical service personnel to the scene for quality consultation, and strive to solve the problems arising from the product on time and local manner, to ensure long-term work in good condition.
    d) Arrange for service engineers to visit customer site from time to time, and listen opinions and requirements on the quality, operation and improvement of the products we supplied. Accept criticism and suggestions from customers.
    e) To establish a file card of the supplied products and file information on the quality, operation, management, improvement and innovation of the products.
    (7) Service hotline
    a) Twenty-four-hours overseas service line: 13962655806
    b) Twenty-four hours service line telephone: 15162670468

The company has strong technical strength, health management system, advanced production equipment, process process, was identified as national high-tech enterprises in 2016.

Contact Us
  No. 235 Weijing Road Qiandeng Town , Kunshan, Jiangsu Province
After-sales@enbl-grabs.com
     sales@enbl-grabs.com
  +86-512-8366 3399
 +86-512-8366 3799
  +86 139-6265-9760

    +86 139-6265-5806

    +86 189-1780-5198

 

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