After-sales Service– Wangyang PUMP

You are here: Home / Service&Support / After-sales Service

After-sales Service

1. Customer Inquiry & Issue Reporting

This is the initial step where customers reach out to report problems.

Contact Channels: Customers can submit inquiries via multiple channels, including the factory’s official after-sales hotline (+86 13912908767), email (info@wypumps.com), online service portal, or authorized local distributors.

Information Collection: The after-sales team needs to collect key details from customers to clarify the issue, such as:

· Basic customer information (name, company, contact number, address).
· Product information (model number, serial number, purchase date, installation location).
· Specific issue description (e.g., pump failure to start, abnormal noise, water leakage, low water pressure) and the duration of the problem.
· On-site conditions (e.g., whether the pump was used in compliance with the manual, recent maintenance history).

Confirmation & Acknowledgment: After verifying the information, the team sends an acknowledgment to the customer (via email or SMS) within 1-2 working hours, confirming that the issue has been received and providing a unique Service Request (SR) Number for future tracking.

2. Issue Classification & Preliminary Assessment

The after-sales team classifies the issue severity and conducts a preliminary analysis to determine the next steps.

Severity Classification:

· Critical (Level 1) Issues that cause the pump to stop working entirely and affect urgent operations (e.g., industrial production shutdown, domestic water supply cutoff). A response is required within 4 hours, and on-site support (if needed) is arranged within 24-48 hours (depending on the customer’s location).
· Important (Level 2) Issues that reduce pump performance but do not completely stop operation (e.g., slightly low water pressure, occasional abnormal noise). A solution proposal is provided within 1 working day.
· General (Level 3) Minor issues (e.g., unclear operation of the control panel, non-urgent maintenance advice). A reply is given within 2 working days.

Preliminary Diagnosis: Engineers use the collected information to make an initial judgment—for example, determining if the problem is caused by incorrect operation, part wear, electrical faults, or installation errors. If the issue can be resolved remotely (e.g., resetting parameters), the team proceeds to the remote support step; otherwise, on-site service or parts replacement is planned.

3. Remote Technical Support (First-Tier Solution)

For issues that can be diagnosed and resolved without on-site visits, remote support is provided to save time and costs.

Support Methods: The team uses phone calls, video calls (e.g., Zoom, WeChat), or remote desktop software (with customer permission) to guide customers.

Implementation Steps:
· Guide the customer to check basic conditions (e.g., power supply, valve status, oil level).
· Provide step-by-step operation instructions (e.g., resetting the pump controller, cleaning the filter screen).
· Confirm whether the issue is resolved through real-time communication.

Documentation: Record the remote support process, including the guidance content and customer feedback, in the SR system for future reference.

4. On-Site Service Arrangement (If Remote Support Fails)

If the issue cannot be resolved remotely, the factory arranges on-site service.

Engineer Assignment: The after-sales manager assigns an engineer with relevant expertise (e.g., centrifugal pump, submersible pump) based on the pump model and issue type. Priority is given to engineers in the customer’s local or nearby service center to shorten arrival time.

Pre-On-Site Preparation:
· The engineer confirms the pump’s detailed information and preliminary diagnosis results with the customer in advance.
· Prepare necessary tools (e.g., pressure gauges, wrenches), spare parts (e.g., mechanical seals, impellers), and service documents (e.g., work order, safety checklist).
· Confirm the on-site service time with the customer (at least 24 hours in advance to avoid disrupting the customer’s schedule).

On-Site Service Execution:
· Arrive at the site on time, present the work order to the customer, and confirm the service scope.
· Conduct a detailed inspection (e.g., disassembling the pump to check internal parts, testing electrical circuits) to identify the root cause.

· Perform repairs or part replacements in accordance with the factory’s technical standards. Ensure compliance with on-site safety rules (e.g., wearing protective gear, isolating power sources).
· Test the pump after repairs to confirm it operates normally (e.g., checking water pressure, noise level, no leakage).
· Clean the work site and explain post-repair maintenance precautions to the customer.

5. Spare Parts Management & Replacement

If the issue is caused by damaged parts, the factory handles spare parts replacement in a timely manner.

Parts Availability Check: The after-sales team checks the inventory of required spare parts in the central warehouse or local service centers. If in stock, parts are shipped within 24 hours; if out of stock, the production department is notified to prioritize manufacturing, and the customer is informed of the expected delivery time.

Parts Delivery: Choose a reliable logistics provider (e.g., DHL, FedEx for international shipments; SF Express for domestic shipments) to ensure parts are delivered safely and on time. Provide the customer with a tracking number for the shipment.

Parts Replacement & Verification:
· For remote customers, guide them to replace parts by video (if they have the ability) or arrange an engineer to install the parts on-site.
· Verify the functionality of the replaced parts after installation to ensure the pump operates normally.

Warranty Confirmation: If the pump is within the warranty period (usually 1-2 years for water pumps), the spare parts and replacement labor are free of charge; if out of warranty, the customer is informed of the cost in advance and a formal quotation is provided.

6. Service Completion & Customer Confirmation

After the issue is resolved (either remotely or on-site), the service is formally completed with customer confirmation.

Service Report Submission: The engineer or after-sales representative compiles a Service Completion Report, which includes:
· SR number, customer information, and service date.
· Detailed description of the issue, root cause, and solutions (e.g., part replaced, repair steps).
· Test results after service and maintenance suggestions.

Customer Sign-Off: The customer reviews the report, confirms that the issue is resolved, and signs the report to acknowledge satisfaction. If there are any remaining concerns, the team addresses them promptly.

7. Post-Service Follow-Up

To ensure long-term customer satisfaction and monitor the pump’s performance, a follow-up is conducted after service completion.

Follow-Up Timing:
For critical issues: Follow up within 3 working days.
For important/general issues: Follow up within 1 week.

Follow-Up Methods: Contact the customer via phone or email to ask:
Whether the pump operates normally after service.
Whether there are any new issues or suggestions for the after-sales service.

Feedback Handling: If the customer reports new problems, reinitiate the service process; if the feedback is positive, record it in the customer’s service history to improve future service quality.

8. Documentation & Data Analysis

All service processes are documented systematically to optimize the after-sales system.

Data Recording: Enter all information (customer inquiries, diagnosis results, service steps, customer feedback) into the factory’s after-sales management system (e.g., CRM software) to form a complete service file for each customer and product.

Regular Analysis:
· Monthly/quarterly analysis of common issues (e.g., high failure rate of a specific pump model’s mechanical seal) to provide feedback to the R&D and production departments for product improvement.
· Evaluate the performance of the after-sales team (e.g., average response time, on-site service completion rate, customer satisfaction score) to identify areas for improvement.