Dear Valued Customer,
Thank you for your support and cooperation as always. In the mean time, we provide you with prompt, sustained, professional and perfect cleaning technology from KEER. In order to serve you better, please make access to this manual which covers all the service information including service items, procedure, contact etc. We believe that you will know KEER better with it so as to improve the cooperation between us, your cleaning machine productivity and longevity.
KEER offers a serial of ultrasonic cleaning equipment with good quality, as well as prompt, professional and perfect after-sale service system. Visit our website www.keerclean.com to learn new offerings about our products and services. Wherever you live, KEER can be accessed with telephone, fax and email etc. Please refer to “How to contact KEER” in this manual to learn contact information about KEER service team.
KEER will release news duly while service is upgraded or service items are changed so as to serve you better.
Sincerely
Customer Service Manager
KEER SERVICES
KEER owns complete service system:
The KEER Global Customer Service Center provides customers with professional, prompt and sustained pre-sale, point-of-sale and after-sale services in Chinese, English. The KEER Global Customization Center offers customized professional solutions to meet individual customer needs.
l Our service philosophy:
Integrity and sense of responsibility, sophisticated skill and customer oriented, service extension and value creativity.
l Our service norm:
Respond immediately and serve thoroughly, customer satisfaction and pursuit of excellence
l Exclusion:
For products not sold by KEER directly, the sales regulation abides by the service agreement and quality guarantee regulations between distributors and customers. Division of authority and responsibility as well as the quality guarantee regulations between corresponding distributor and KEER follow the content of contract (oral agreement) between these two sides.
SERVICE INSTRUCTIONS
l Instructions for Initial Use
1. Open-package Inspection: Check the required configuration of product in contract. Make sure that all the parts are included. Be sure all seals on the machine are intact. Otherwise please contact KEER within 7 days.
2. Product Commissioning: Please review the instruction manual and other materials supplied with the machines carefully. If there is any problem about our products, please don't hesitate to clarify it with KEER before commissioning.
l Confirmation of Warranty Period
Warranty period is supported from bill of lading date (Buyer and seller as well as the product mode are given clear indication). Without such supporting document, the warranty start date will be Ex-factory Date of the purchased products recorded by KEER. In any of the following cases, there will be no maintenance free of charge.
1. Products are not purchased from KEER or KEER’s agents and distributors are not covered in the service regulation.
2. Defects of machine or other components caused by the use of accessories or peripheral equipment not produced or authorized by KEER.
3. Defects or damages of machines or other components resulted from abnormal reasons (including unsatisfied power supply, working environment, not the first delivery, long term storage, outside force and foreign body entering machine).
4. Defects or damages of machines or other components caused by natural influences (such as earthquake or fire) or accidents (such as stealing and lost)
5. Defects or damages of machines or other components caused by dismantling, repair, and refit without KEER permission.
6. Defects or damages of machines or other components caused by plugging and connecting power cord, typing cord, communication cord and other connecting wire without cutting the power supply.
7. According to the international convention, correlation insurance company is directly responsible for charges of maintenance or complete damage resulting from serious damage during international transportation. Customers must inform KEER within one working day after receiving the product. (For uninsured cargo, it is recommended that customers take out insurance)
8. Defects or damages of wearing parts or lack of consumable (such as glass plate, lamps and filter paper)
l Expiration of Warranty Period
Warranty period is expired in 2 years from the bill of lading date (indicating the transaction sides and machine type). Without above supporting document, the warranty start date will be the Ex-factory Date of the purchased machine recorded by KEER.
SERVICE OVERVIEW
1. Training
a. KEER provides customers with demonstration video of the sold products free of charge, if needing.
b. On the premise that customers need and are willing to bear correlative expenses, KEER engineer may arrive at the nominated places for product installation, debugging, training and commission. Users must undertake relating travel expense of the engineer (including round-trip air ticket, ticket, accommodation and other travel expense) and wages of engineer.
2. Maintenance
a. For problem caused by product quality within warranty period, KEER will provide product maintenance, technical support, freight out and home as well as spare components free of charge.
b. Problem not caused by product quality within warranty period or maintenance outside warranty period is only charged for replaced components. However, freights home and out is at the customer’ side.
c. Door-to-door service outside warranty period requires signed (or reached) service contract (oral agreement) between two sides. Users must undertake relating travel expense of the engineer (including round-trip air ticket, accommodation and other travel expense) and wages of engineer. With the signed (or reached) service contract (oral agreement) between two sides and prepaid relating expenditures, KEER will send its engineer for contract service.
SERVICE CONTENTS
l Item A (Paid services)
1. Door-to-door service
a. Training
KEER can assign service technicians to visit your workplace for production line installation, commissioning, operation and application training.
b. Repairing
KEER can assign service technicians to visit your workplace for maintenance, repairing.
c. Related Charges
If a service engineer in KEER headquarter is required for door-to-door service, customer shall pay all the related expenses for the service as well as local expenses except labor rate.
Note: Total amount= T+V+A+B+D*W
T= Transportation fee
V= Visa fee
A= Accommodation fee
B= Board expenses
D= Round trip time (day)
W= Wages per day of KEER engineer, which is USD120.
2. Return machine to KEER
a. Return machine to KEER for repairing
You could return your machine to KEER for repairing, maintenance by KEER professional technicians.
b. Return machine to KEER for exchange
Exchange of a system is possible in case the system appears defective in material and workmanship within warranty period or the defective product agreed to exchange by both parties under some special situations.
c. Related Charges
Customer shall bear the related expenses for sending the machine back to KEER such as freight charge, insurance and custom clearance etc.
l Item B（Free services）
1. Remote services
KEER service engineers can provide customers with technical consultation, instructions for product application and operation, analysis and troubleshooting of defectives, parts replacement and consumable supplies and customization, operation and application documents transference and network self-service literally and diagrammatically through telephone, fax, email and instant messenger etc.
Please contact KEER as soon as possible if there is problem during the process of operation. To help service man providing accurate and timely solution for your problem or trouble, please make the following preparation before contact:
a. Check product type on product certification (or in operation manual and manufacturer certificate), check serial number on the product.
b. Having reviewed instruction manual carefully and having it at hand at the time of contact.
c. Make sure the fuse and all the connecting wire are in good condition when there is malfunction.
d. Collect information about symptoms of problem (including displaying content and operation condition), problem time and other detailed information (customers who conceal actual information should be responsible for the lost)
2. Training in KEER
KEER owns professional after-service engineer, who can help perform acceptance check of machine, operation and application training and service training.
RESPONSE TIME
1. KEER’s personnel will response to help users solving the problem within 24 hours after receiving telephone call or written notice. It will give customers technical support through remote technologies such as telephone call, E-mail, and demonstration video. If component replacement is needed, the required component will be sent out within 7 working days (if there is charged fees, the required component will be sent out after receiving fax of transferred account).
2. If machine needs to be sent back for maintenance, KEER will notify the user within 3 working days after receiving the product about the inspection information. Machines will be repaired within 15 working days and send out within 3 working days after repairing (if there is charged fees, the product will be sent out after receiving fax of transferred account).
3. If technical support cannot be realized through remote technology while it is inconvenient to send machines back, KEER can offer field service. Charges and regulations are as above stated. Unless there are special circumstances, the response time is:
a. Notify customers the personal information of KEER engineer within 3 working days after receiving customer notice and reaching agreement.
b. On the premise that customers provide corresponding invitation and other necessary help, KEER will get the engineer’s visa as soon as possible.
OTHERS
This regulation is the only open service regulation for customers. Herein other ones with special purpose or beyond the above items are refused.
The right to explain this regulation is reserved by KEER.
The right to revise this regulation is reserved by KEER.
Distributors (agents) should refer to cooperation agreement additionally.
SERVICE FLOW CHARTS
Please review our service flow chart to expedite service delivery. You can also call KEER Customer Service Center and we will help lead you through the process.
Flow chart for door-to-door service
Flow chart for returning the machine to KEER
Flow chart for general remote service
Flow chart for training in KEER Factory
HOW TO CONTACT KEER SERVICE TEAMS
Various contact options can be used to make access to KEER service team.
Phone
Call the Chinese customer service center at 86-531-68850060 with 16 hours available between 8:00 to 24:00 (Beijing time) Monday through Saturday.
Fax
Send fax to 86-531-68850070 When communicating via fax, you should include information about the problem you’re experiencing and let us know how to respond back to you.
Send an email to the Chinese Customer Service Center by using afterservice@keerclean.com.