Changan BYD lithium forklift after-sales 24-hour emergency maintenance service description

Lithium forklifts, as the core operating equipment in the warehousing and logistics transfer links of the factory, can easily interrupt the normal production scheduling rhythm and bring unnecessary job losses to users once they suddenly fail during the peak operation period. In response to this actual pain point, we have launched a 24-hour emergency maintenance exclusive service for all users who purchase corresponding lithium forklifts in compliance, providing OurHours after-sales support for the stable operation of the user's equipment.

The first is the coverage of this service. The 24-hour emergency maintenance service launched this time is mainly for all kinds of sudden failure scenarios caused by non-human malicious damage and non-user private modification of equipment, covering common circuit system abnormalities of lithium battery forklifts, power output instability, hydraulic lift failure, control component cards, brake system early warning and other common emergencies. If the equipment failure is caused by the user's illegal operation, private disassembly and modification of the equipment, and operation in extreme scenarios that do not meet the requirements of product use, the relevant maintenance needs can also be connected to the service personnel. After the two parties communicate and confirm the appropriate maintenance plan, the follow-up operation will be advanced.

The second is the standard response process of this service. Once the user encounters a sudden failure of the lithium battery forklift and cannot be used normally, they can directly call the after-sales services line announced by the official public. The wiring customer service staff will register the equipment number, specific performance of the fault, the user's location and the current operation scene information as soon as possible, and synchronously send the demand to the regional maintenance network closest to the user point. The maintenance engineers in the core operation area of the city will arrive at the scene within a reasonable time agreed upon. In some remote areas, the customer service staff will also communicate with the user in advance to explain the estimated arrival time. After obtaining the user's consent, they will come to the door as agreed. After the maintenance personnel arrive at the scene, they will first conduct a comprehensive fault investigation of the equipment, clarify the cause of the failure, and then synchronize the complete maintenance plan, instructions for using accessories and compliance charges to the user. After the two parties confirm that there is no objection, they will officially start the maintenance operation. Minor faults that belong to small-scale debugging and replacement of small accessories can basically be dealt with quickly on site. If there is a failure that requires the deployment of special accessories, the staff will also give priority to coordinating the original adapted accessories of the nearest outlets to reduce the standby time of the equipment as much as possible.

Finally, there are the supporting guarantee rules for this service. All the staff involved in emergency maintenance have undergone complete product maintenance system training, familiar with the internal structure and fault investigation logic of the full range of lithium-ion forklifts, and follow the official standardized operation specifications throughout the maintenance operation. After the maintenance is completed, the staff will test the walking, lifting, braking and other full-process operation status of the lithium-ion forklift on site. After confirming that the equipment is fully restored to normal use, the user is asked to sign and confirm the service content. Within 3 working days after the service ends, the official will also arrange a special person to do a return visit to follow up to understand the actual use status of the equipment in the follow-up. At the same time, the user will be given precautions for daily maintenance of lithium-ion forklifts to help users develop good equipment usage habits and reduce the probability of subsequent similar failures.

The core intention of our 24-hour emergency maintenance service is to provide more reliable after-sales support to our customers, minimize the interference of sudden equipment failures on normal production operations, and ensure that all kinds of warehousing and logistics transshipment work can be carried out smoothly.