Online Service
Online services include pre-sales, sales, and after-sales services.
Pre-sales and sales services are provided by marketing sales staff and engineers.
Order progress tracking after the transaction, logistics delivery is the responsibility of logistics colleagues.
After the equipment arrives at your site, we can provide online technical guidance according to your needs or engineers to assist you in installation on site.
Here we mainly introduce the content of online technical guidance services that you need us to provide after the equipment arrives at your site.
Online guidance costs much less in terms of travel and labor than on-site services. We provide online services free of charge to customers who have purchased our equipment. The service is free of charge and can provide you with efficient and cost-effective services.
In order for online service engineers to understand and analyze efficiently and quickly to help you solve problems and save your time and energy, the following is an introduction to the online service workflow:
Step One Submit service requirements
Before the service, please describe the service you need as detailed as possible through text, pictures, and videos, as follows.
Firstly : Which problem do you need from installation, commissioning, maintenance, or repair.
Secondly: What is the specific problem you encountered. Who will contact us on site to complete the online service wor and has he been in charge operating the equipment. Does he have relevant refrigeration knowledge and experience. What kind of assistance do you need from us.
Third: Is the problem urgent and what kind of online service method do you want, Information communication, telephone communication, or video conference communication.
Please submit the above content through our website, email, or contact our sales and customer service staff to submit the service request.
Step Two Problems Analysis and Contact
After receiving your inquiry, our technical team will review the information you submitted and conduct a preliminary assessment.
If it is Monday to Saturday, we will contact you as soon as we receive your service request. If it is a weekend, our support team will respond within 24 hours. For urgent issues that may affect your operations, we will prioritize these issues and strive to respond faster.
Step Three The Service Process
Maintenance: If maintenance is required, we will confirm with you how long the equipment has been running continuously, and the parts that you need to maintain in particular. We will send you the equipment maintenance manual or video for your reference according to your needs. If you still have questions, the engineer will solve them according to your problems.
Repair: If you need repair and the problem is urgent, the after-sales engineer will solve the problem with you as soon as possible through video. If the problem is not urgent, we will analyze the detailed problem description you provide, and then guide you to troubleshoot the problem step by step online, and solve the problem in a targeted manner according to the solution we provide.
Installation and Debugging: If you need installation and equipment debugging services, we will provide you with detailed installation manuals, pictures, videos and other guidance materials, and provide you with direct guidance through video at key necessary nodes.
Step Four Service Tracking
After the problem is resolved, we will follow up with you regularly to ensure that the problem has been completely resolved and your equipment is operating normally. We are committed to ensuring that you are satisfied with our products and services.
Step Five Ongoing Support
We provide ongoing online support for any future needs. Our team is always available to assist you with maintenance advice, updates, or any other queries.
Through this process, Icepoint ensures that you receive timely, professional and effective after-sales support to help you maintain optimal performance of your refrigeration equipment.