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Service Policy

Pre-sales Service


1.  Provide professional consulting

HGLASER provides information consulting about product, price, technology and industry solutions for customers at anytime via network, telephone, letter and door to door.

2.  Provide sample service

HGLASER makes and sends free samples for customers.

3.  Provide inspection and reception

Customers can make reservations for exhibition visit and site inspection, HGLASER provides professional receptionists.

In-sales Service

 

1.  Integrity and fairness  No matter great or small amount of contract, new or old customers, domestic or foreign customers, HGLASER treats with integrity and fairness.

2.  Guarantee both quality and quantity

HGLASER implements the terms and conditions stipulated in the contract strictly, complies with product standard and multi inspection.

After-sales Service

 

1. HGLASER provides free installation, commissioning and training for users’ technicists, ensures that uses can get familiar with operation methods and put machines into use as soon as possible;

2. HGLASER provides one year warranty and lifetime maintenance. Free repair for mechanical failure and parts damage (no human factors and force majeure factors) under warranty (replacement parts except wearing parts are provides by HGLASER free of charge). Charging at cost when out of warranty;

3. Users enjoy lifetime free software upgrade service since the date of purchase;

4. After-sales service response time within 8 hours. When received a repair call, after-sales engineer will give a clear answer or reach the equipment site within 24 hours. Maintenance crews can not leave until troubleshooting;

5. HGLASER revisits all customers regularly each year and provides technical support service at any time.



Service Philosophy

 

HGLASER provides first-class products, first-class quality and first-class service to satisfy customers.

Profession: Professional team provides professional service

Passion: Treating every customer with passion all along

Fairness: No matter great or small amount of contract, new or old customers, domestic or foreign customers, HGLASER treats with integrity and fairness

Efficiency: Keep high efficiency, respect every minute of customers

Preciseness: Rigorous attitude and working style

Responsibility: Place customer requirements at forefront

 

Service Process

Service Assurance


Continuously persist “Client as God and Market Orientation”, HGLASER has established perfect market service system. More than 40% of employees are market sales and service staffs. We have set up more than 40 offices in domestic, distributed in major central cities, so as to implement “Closer to the user, extending the service”. The nationwide sales network ensures timely and quick response to customers.

The precondition of “Customer first” is reliable and stable product quality, and advanced technology. HGLASER has already passed ISO9001 Quality Management System Certification, ISO14000 Environmental Management System Certification, OHSAS18000 Occupational Health and Safety Management System Certification. Fiber laser marking machine, solid laser marking machine and solid laser welding machine have obtained CE certification.

In order to guarantee the perfection of service, HGLASER has a set of Customer File Management System. Each customer has a separated file, and each service will be documented in detail. In addition, HGLASER sets up the perfect service supervision system with unified behavioral norms and evaluation standards, so as to ensure first-class service quality and service process standardization.

 

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