After Sales Service

We Cherish Our Credibility Like Life

After-sales problems are a topic that no commodity can escape. Excellent companies like Apple and Mercedes-Benz also need to deal with after-sales issues. Europe and North America are our main exporting markets. The local labor and maintenance costs are very high there. If there is a batch problem in the product, it will bring serious losses to both us and our customers. When dealing with after-sales problems, our philosophy is: to avoid quality problems to the greatest extent possible from the very source.

Our Product Quality Standards

Before listening to a supplier on how to guarantee after-sales problems, why not see how they control quality problems? Quality has always been our company’s No.1 priority. Our products all strictly follow these quality standards:

National and industrial standards GB 4706.1-2005, GB 4706.13-2008, and GB 4706.102-2010.
Country-specific certification standards include but are not limited to CE CB RoHS EPREL ISO9001 ETL NSF DOE NRCan GEMs MEPs Saber, etc.
Specifications agreed in Proforma Invoice signed between seller and buyer.

Ambient temperature & Humidity
In addition, you need to pay special attention to this: any refrigeration configuration has its specific application environment. Some problems may arise if the equipment is used beyond its intended environment. For example, the cooling temperature is not enough, too much condensation water, and so on. The applicable environment mainly includes ambient temperature and humidity. Ambient temperatures are divided into N, ST, and T types based on product size and style. Our product is suitable for humidity below 60% RH. If your environment goes beyond that, you need to tailor your product to your specific environment to avoid problems.

How We Guarantee The Quality Standards

We are ISO9000 and ISO14001 approved. Meanwhile, our company is operated under the ERP system and strictly follows the below procedures to guarantee quality:

IQC (Incoming Quality Control)
We have applied a strict process in choosing subcontractors. Meanwhile, all materials from them are well checked and accepted before going into the warehouse; any faulty ones will be rejected.
IPQC (In-process Quality Control) & Online Tests
Including high voltage, low voltage, current, power, insulation, resistance, leakage, cooling tests, etc. Each unit is tested for at least 6 hours to make sure there is no problem.
FQC (Final Quality Control)
2% of each order will be tested in the laboratory. If no problem then goes into the warehouse.
OQC (Outgoing Quality Control)
Before shipment, a random test of 1~2 units of each order.

INSPECTION RATE

COMPLAINT RATE

0+ Years

PRODUCT LIFETIME

Besides, since we only export and mainly in Europe and North America, our whole company has a good awareness of quality and surely applies more strict standards. Also, our workers take professional training programs 1~2 times per month, as our company emphasizes this a lot and put a lot of money into it to safeguard both of our business.

Our Warranty Term

We apply 3 years warranty for the compressor and 1 year for the whole body. Meanwhile, we will provide 1% FREE spare parts together with your order in case of maintenance, and are committed to providing parts throughout the whole product lifetime.

Note: Our product quotations only include this after-sales clause by default, and do not include other costs like transportation or local maintenance.

Classification of Quality Problems

According to the nature and severity of the problem, we divide quality problems into the following 3 levels:

Class A: Safety defects (which define any defect not complied with CB safety regulations or something threatening the personal security of the end-user.)

Class B: Structural and cooling performance defects (which define any defect like leakage or blockage in the cooling system, poor connecting wiring, wrongly used compressor or thermostat, damage on the cabinet or door frame liner, foaming vacuole of the cabinet or door, serious distortion of the cabinet, failure or damage on switches, damage on exterior plastic items, etc.)

Class C: Appearance defects (which define any defect causing some end users’ complaints like dirty, uncleaned foaming, little fray or scratch, small shrinking marks on the plastic parts or painting metals, bulging or dent for minor important areas, the gap in stitching, rusting, etc.)

Quality Complaint Resolution Process

1. In order to help both of us identify and solve the problems, please provide us such information including and not limited to:

Description of the quality problem
Product serial no.
Photos
Videos
Repair report and invoice from 3rd party
Ambient temperature and humidity in which the product is used

Note: Please cooperate with us to provide sufficient information before we can proceed to the next step of the claim process.

2. After collecting the information, we will analyze and confirm what caused the problem.
There will be the following 2 situations.

Situation A: If it is caused by the shipping process, it is not a quality problem. We will cooperate with you to file a claim with the insurance company. At the same time, we will do our best to support you in repairing the machine.

Situation B: If it is the quality of the product itself. We will give solutions on how to avoid the same problem in the future orders, and make claims according to the following principles:

If any units break down and are unrepairable (for example, internal leakage of the evaporator), we will take full responsibility and refund a brand new unit for FREE to our clients.
Under the same batch of orders, when class A and B defects exceed 5% and exceed 5 units, we shall send spare parts at our own expense or compensate the customer (the compensation cannot exceed 5% of the product value).
In addition to the above two situations, we can provide free spare parts to customers for maintenance. But we are not responsible for spare parts shipping and local repair costs.

Note: We do not have an aftersales repair team outside of China. We can provide accessories, but you need to find a local repair company yourself.