Our Jordanian agent contacted us to supply a 950 fully automatic high-speed rewinding machine for his end client in Côte d’Ivoire, Africa. This long-term cooperative agent has always trusted our factory’s equipment quality and professional after-sales service, and actively sold our machinery products in the local Middle Eastern market.
During the daily production operation of the equipment, critical top shafts were damaged due to wrong operation by local workers. Because we offer 5-year guarrante,so we provided two replacement shafts free of charge for free. This damage was caused by human operational errors and was not a natural equipment fault. Even so, we still kept our service promise and took charge of all accessory replacement costs for our overseas customers. We always take full responsibility for every partner we work with around the world.
We first offered living video guidance for shaft installation and correct operation to restart the machine. Our professional technical staff talked with local operators online step by step. They showed every installation detail, fixed their daily wrong operating habits, and guided local workers to finish equipment debugging. Finally, the machine returned to normal working status in a very short time.
At the client’s request, we arranged on-site hands-on training for their staff. Since our engineer was already on-site in Morocco for equipment commissioning, we quickly arranged him to Côte d’Ivoire. We also response to all training labor fees for the client. Our engineer provided full on-site training for local workers, including standard operation steps, daily machine maintenance, common fault checking and simple emergency solutions. This solved the problem that local workers could not master the machine skills well after previous online learning.
Our support make the machine zero downtime for the end buyer. During the whole after-sales process, we replied to customer needs fast and avoided any production stop losses. We fully guaranteed the customer’s daily production plan and business profits.
And eliminated after-sales worries for our Jordanian agent. This good after-sales experience has further improved our cooperation with the Jordanian agent. Now the agent does not need to worry about any after-sales problems when selling our machines overseas. He can promote and sell our high-quality rewinding machines with full confidence in the global market.
