We sincerely thank you for using various new energy vehicles produced by Zhongke Shangsheng New Energy Automobile Co., Ltd. In order to provide better and more thoughtful after-sales service, our company now solemnly promises the following:
一、Quality Assurance Commitment
The electronic information of the new energy vehicles sold by the company is consistent with the actual vehicle. The new energy chassis used are all from companies that have obtained production approval and have been officially announced by their respective countries. They have passed special new energy vehicle testing and meet relevant new energy vehicle standards. Key components of these new energy chassis, such as the power battery storage device, drive motor, and motor controller, are guaranteed to have a warranty period of at least five years or 200,000 kilometers (whichever comes first). Specific warranty details are subject to the vehicle's instruction manual. The company collaborates with after-sales outlets such as Dongfeng Commercial Vehicle Co., Ltd., Dongfeng Motor Corporation, and BYD Auto Industry Co., Ltd. to provide customer service.
二、Training for after-sales service personnel and consumers
Internal service personnel training
The company has established a new energy after-sales service team, and periodically invites engineers from cooperating new energy chassis manufacturers to provide product knowledge training and technical training to team members;
External service outlet personnel training
The company's new energy vehicles are modified vehicles made by adding special devices to a Class II chassis. We do not change key components such as the chassis battery, motor, and electronic control. However, as the responsible entity of the new energy vehicle company, the company regularly requests training information for after-sales service personnel from the chassis manufacturer's website.
Product user training
In accordance with the "Interim Measures for the Recycling and Utilization of Power Batteries for New Energy Vehicles," the company's website publicly displays information about power battery devices used in new energy vehicles. The company also provides an accompanying "Instruction Manual" with each new energy vehicle sold, providing users with information on operation, precautions, and maintenance. Upon vehicle delivery, the company's delivery engineer provides users with a detailed introduction to the product's features and requirements, demonstrating how to use the dedicated device and precautions for key new energy components.
三、After-sales service items and contents
(一) Quality warranty
Conduct quality appraisal for faulty vehicles and handle quality claims from users.
(二) 24-hour rescue
After receiving user feedback on a problem, our after-sales service department will first guide the user through general troubleshooting over the phone. If the problem persists, our after-sales service department will notify the corresponding chassis service station within 0.5 hours to provide on-site assistance. Depending on the nature of the problem, on-site assistance by our after-sales service personnel will be dispatched within 24 hours within the province and within 72 hours outside the province. Upon arrival, minor faults will be resolved within 4 hours; Level 1 faults (simple component damage) will be resolved within 10 hours; and Level 2 faults (special performance faults) will be resolved promptly and thoroughly within 24 hours. Level 3 faults (chassis powertrain or electronic control system failures) will ensure the vehicle is restored to normal operation within 48 hours. We provide lifetime after-sales service and, upon request, provide operator training and relevant technical documentation. To maintain the vehicle in good condition and ensure the proper use of its specialized features, the user is responsible for performing routine and regular maintenance and troubleshooting of the chassis and its modified components.
(三) Remote monitoring system
The company has established a new energy monitoring platform to monitor the operating status of new energy vehicles that have been sold until the vehicles are no longer used or scrapped.
四. Spare parts supply and quality assurance period
(一) Spare parts supply
The company has offices, authorized maintenance centers, and parts supply stations in all major cities across the country, and has established a spare parts reserve system, fully considering consumption dynamics and market supply and demand conditions. It regularly makes necessary modifications based on actual conditions to ensure the rationality of spare parts reserves; spare parts for key new energy components: the company promptly updates the new energy sales list to chassis manufacturers, providing them with accurate and effective basis for key spare parts.
(二) Spare parts supply
(1) Three-year warranty period for the upper body: The warranty period starts from the date of shipment. The warranty period for structural parts is one year; the warranty period for domestic hydraulic system cylinders, pumps, and valves is one year; the warranty period for imported hydraulic system cylinders, pumps, and valves is one year; the warranty period for cylinders, vacuum pumps, water pumps, ball valves, and air valves is one year; the warranty period for various electrical switches, instruments, sensors, electromagnetic coils, etc. is three months.
(2) Three-year warranty period for the chassis: The warranty period for new energy chassis is in accordance with the warranty period for various accessories in the "Quality Assurance Manual" for new energy chassis ordered by our company.
(3) After-sales warranty certificate: After-sales service warranty card and invoice (or copy of invoice)
(三) After-sales warranty content and scope:
(1) For all new energy vehicles produced by Zhongke Shangsheng New Energy Automobile Co., Ltd., within the prescribed after-sales "three guarantees" period, if the user does not modify, add or replace accessories on the purchased vehicle and strictly operates, uses and maintains it in accordance with the provisions of the "User Manual", and the company's authorized service station or the company's after-sales service department determines that the modified part failure or component damage is due to product quality problems, the company will provide free after-sales "three guarantees" repair service in accordance with the provisions of the "three guarantees period for installation" in Article (1) above, but the damaged components must be returned and retained for future reference.
(2) During the warranty period, the battery pack and supporting control system will be provided with technical maintenance and warranty by the chassis service outlets. The use of the battery after the warranty period shall be negotiated separately by the user and the chassis. If the user needs to replace a new battery after the warranty period, the chassis supplier can be contacted to recycle the battery for the user.
(3) During the warranty period, if a serious quality problem confirmed by both parties occurs, the warranty period will be interrupted. After the problem is eliminated, the warranty period will be restarted.
(4) After the warranty period, if the battery pack and its supporting control system have quality problems or parts are damaged, the service outlet shall still bear the responsibility for repair and replacement, and the user shall pay the service outlet for the relevant costs required for repair and replacement.
(5) Regular monitoring of the battery pack and its supporting control system. During the warranty period, if the new energy monitoring platform finds a vehicle with a level 3 fault alarm, the after-sales service department will promptly notify the end user to take measures to eliminate the safety hazards and feedback the handling results to the local and national regulatory platforms within 1 day. For vehicles that have multiple level 3 fault alarms in a row within 1 day, a safety inspection will be arranged. After receiving the user's notification, our company or the special service station shall send a person to the site for free repair within 48 hours and repair the fault in time;
(6) After-sales service for new energy vehicle chassis shall refer to the "Pure Electric Vehicle Chassis Maintenance Manual" and the "Pure Electric Vehicle Chassis Quality Assurance Manual". The company will assist users in repairing and maintaining the chassis at the special repair stations designated by the pure electric vehicle chassis manufacturer to ensure that users receive good service.
(7) After-sales warranty principle: repair is the main focus, and parts or assemblies that cannot be repaired will be replaced.
(8)Disclaimer and scope
①If the car model,motor model,chassis number on the warranty certificate does not match the actual product or is altered,the warranty will not be provided.
②Unauthorized modification,installation,or replacement of product parts,such as adding spring leaves,replacing thickened leaf springs,electrical equipment,structural parts,or replacing hydraulic parts,will not be provided.
③Failure to use or maintain the vehicle in accordance with the "Pure Electric Vehicle User Manual" or use beyond the specified scope of use, including but not limited to the following:
●Parts damage caused by unscheduled refilling or replacement of lubricating oil or hydraulic oil;
●Vehicle failure caused by improper operation; or deformation or damage caused by changes in the loading medium. Product failures not covered by the warranty are not covered by the warranty, including modifications to parts and resulting vehicle damage or failure.
●Failures in vehicle modifications that are not timely or result in secondary failures or damaged parts caused by forced use.
Parts disassembled or repaired by the user without the company's consent.
●Losses and secondary damage caused by natural disasters, fire, collisions, theft, or any damage caused by smoke, chemicals, seawater, sea breeze, salt, or other similar factors.
●Normal wear,discoloration,or degradation of the product due to normal use.
五、After-sales service process
Feedback on problems found during after-sales service
If a batch of new energy vehicle failures or safety hazards arise during repair, the company will promptly complete a "Quality Information Feedback Form" and report it to the partner chassis manufacturer, who will assist in developing a reasonable solution.
If the partner chassis manufacturer determines the issue is a product design issue, a recall will be implemented in accordance with the relevant provisions of the national "Regulations on the Management of Defective Automobile Product Recalls."
Power battery recycling
In accordance with the requirements of the "Interim Measures for the Recycling and Utilization of Power Batteries for New Energy Vehicles", the company discloses to the public technical information such as the maintenance and replacement of power batteries used in new energy vehicles, and discloses information on battery recycling service outlets and recycling procedures that cooperate with the chassis, providing users with convenient and fast recycling services and establishing power battery recycling channels.
Claims processing
The Quality Department organizes relevant departments to conduct reviews and identify the causes of faults and safety incidents, determine the responsible party, and promptly resolve customer losses. If the problem is caused by a supplier's quality issues, the supplier will be held accountable and ordered to replace and repair all affected vehicles to ensure product quality and cover customer losses. Analysis reports are provided for such failures, and the quality of products from the same batch or type is checked to ensure that the factory parts meet vehicle requirements.
Establish an emergency response team
The company has established an emergency response team to deal with serious problems in product quality, safety and environmental protection, including a communication liaison team, an on-site rescue team, a logistics support team, a technical processing team and a crisis management team, and has established a new energy vehicle safety accident management method.
When problems occur with new energy products
When serious problems arise in the quality, safety, and environmental protection of new energy products, the on-site handling team will rush to the scene in a timely manner and cooperate with the chassis service station personnel to resolve the problem;
Technical Processing Group
The technical processing team will arrive at the scene within 12 hours to assist the chassis service station personnel in the accident identification and evidence collection. If a third-party agency identification is required, the on-site rescue team must maintain the scene and wait for the agency to arrive;
Crisis Management Team
The crisis management team is responsible for releasing information to the public and using legal support to prevent negative social impacts.
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