Official After-sales Service Policy for REPOSAL® Winding Machines
After-Sales Service Policy Document for REPOSAL REPOSAL Winding Machines
Document No.: REPOSAL - SVC - FULL - B301 Effective Date: October 20, 2015 Version: V3.2Scope of Application: All series of REPOSAL winding machines, wire twisting machines and peripheral automation equipment (including standard models and non - standard customized machines)
1. General Provisions
- This policy is the sole official document governing the after - sales service of REPOSAL winding machines. It has the same legal effect as the sales contract and applies to all REPOSAL equipment sold and installed within the territory of China (excluding Hong Kong, Macao and Taiwan).
- Service Objectives: Ensure the stable operation of equipment, reduce customer downtime losses, provide full - life - cycle technical support, and guarantee a customer satisfaction rate of ≥ 98%.
- Service Principles: Customer - centric, adhering to the service philosophy of "Rapid Response, Accurate Diagnosis, Efficient Resolution, and Long - term Guarantee".
2. Warranty Terms
2.1 Warranty Period
- Whole Machine Warranty: 12 months starting from the day after the equipment is delivered.
- Wear - and - Tear Parts Warranty: 3 months for vulnerable parts such as guide pins, felts, tension pulleys and belts, starting from the date when the equipment is accepted as qualified.
- Extended Warranty for Core Components: Customers with long - term cooperation framework agreements can purchase extended warranty services. Core components such as servo motors, controllers and precision lead screws can enjoy an additional 1 - 3 - year extended warranty. For specific prices, please refer to Annex 1: Extended Warranty Service Quotation Sheet.
2.2 Warranty Scope
- Faults Covered by Warranty: For functional failures caused by design, material or manufacturing defects when the equipment is used normally (in accordance with the provisions of the Operation Manual), free repair, replacement of parts and labor services are provided.
- Warranty Exclusions (Paid Services Apply to the Following Situations):
- Failures caused by non - compliance with the Operation Manual, overloading operation, unauthorized modification or man - made damage.
- Damage caused by force majeure such as natural disasters (earthquakes, floods, etc.), abnormal voltage and fires.
- Equipment failures caused by the use of non - original REPOSAL spare parts or third - party accessories.
- Failures arising from failure to carry out regular maintenance as required (e.g., failure to replace lubricating oil or clean the equipment on time).
- Damage to the equipment due to exceeding the operating environment standards (e.g., temperature ＞ 40℃, humidity ＞ 85%, excessive dust, etc.).
- Normal wear and tear of consumables (such as guide pins and adhesive tapes).
2.3 Warranty Process
- Customers submit warranty claims via hotline, email or official website, providing equipment model, serial number, fault symptoms and on - site photos.
- After - sales engineers respond within 2 hours and conduct remote fault diagnosis (e.g., video guidance, remote control, etc.).
- If the fault cannot be eliminated through remote diagnosis and after - sales engineers confirm that the equipment needs to be returned to the factory for repair, the customer shall send the equipment to REPOSAL factory, and free repair services will be provided upon arrival.
- When remote diagnosis fails to resolve the fault, customers with long - term cooperation framework agreements can avail of on - site engineer services, and REPOSAL will arrange engineers to arrive at major domestic cities.
- After the repair is completed, the engineer fills in the Maintenance Report for the customer's signature and confirmation; the after - sales center will make a return visit within 72 hours to confirm that the fault has been completely resolved.
3. Response and On - site Services
3.1 On - site Service Specifications
- Engineers must carry work permits, spare parts lists and maintenance tools when visiting customers' sites, and strictly comply with the on - site safety management regulations of the customer.
- During the maintenance process, engineers shall explain the causes of faults and preventive measures to the customer's operators, and provide operation suggestions.
- After the maintenance is completed, precision testing of the equipment shall be carried out to ensure that the wire arrangement precision meets the standards.
- Engineers are strictly prohibited from collecting additional fees from customers; all service fees shall be settled uniformly by REPOSAL Company.
4. Spare Parts Supply and Logistics
4.1 Spare Parts Inventory
REPOSAL Suzhou Spare Parts Center keeps a stock of more than 1,000 types of commonly used spare parts, such as controllers, motors and tensioners.Customers can sign a Spare Parts Inventory Agreement to pre - stock key spare parts according to equipment models, shortening the replacement cycle (a 10% discount is offered for pre - stocked spare parts).
4.2 Logistics and Distribution
- Operators must complete systematic pre-job training, be familiar with the equipment structure, functions and operating procedures, and can only take independent posts after passing the assessment.
- Unauthorized personnel and minors are strictly prohibited from operating the equipment.
- It is strictly prohibited to operate the equipment under the influence of alcohol, excessive fatigue or drugs.
- Operators must wear standard work clothes, safety goggles and anti-smash safety shoes during operation. Do not wear gloves, ties, necklaces, loose cuffs or other items that may be caught by rotating components.
- The equipment foundation must be stable and firm (levelness ≤0.2mm/m).
- A maintenance channel of ≥80cm shall be reserved around the equipment.
- Fire-fighting equipment shall be equipped nearby, and stacking of sundries is prohibited.
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1. Safety Instructions (Must Be Strictly Followed)
⚠ WARNING: Failure to comply with safety regulations may result in severe personal injury, equipment damage and property loss. All operators and maintenance personnel must receive comprehensive training and fully understand the content of this chapter.
1.1 Personnel Qualification Requirements
1.2 Operating Environment and Equipment Inspection
Environmental Requirements
The equipment shall be installed in a dry, well-ventilated workshop free of conductive dust. The ambient temperature shall be maintained at 15–35℃, and relative humidity at 40%–60% (no condensation). It should be kept away from strong electromagnetic interference, vibration sources and corrosive gases.
Installation Requirements