Comprehensive Professional After-Sales Service System
At FENG-YI, we prioritize customer satisfaction by offering a robust after-sales service system designed to ensure seamless operation and lasting performance of our kinetic light installations.
Our dedicated support team delivers timely technical assistance, routine maintenance guidance, and system upgrades.
Service Philosophy and Commitment
We firmly believe that high-quality after-sales service is an integral part of brand value and a sincere return for our customers' long-term support.
We are committed to establishing a complete, efficient, and professional after-sales service system to ensure that every customer receives timely, accurate, and effective technical support and service guarantees. This service system is based on standardized processes while also focusing on personalized needs, striving to exceed customer expectations at every stage.
Service System Architecture
Our after-sales service system adopts a three-tier support structure to ensure rapid response and effective resolution of issues:
After-Sales Assistant Team
As the first point of contact for customer service, this team is responsible for preliminary problem diagnosis, information collection, and process guidance. All team members undergo professional training to quickly identify issue types and initiate corresponding handling procedures.
Engineering Technical Team
Composed of senior technical personnel, this team is responsible for in-depth technical problem diagnosis, solution development, and remote or on-site technical support. Team members possess extensive field experience and professional expertise.
Expert Support Team
Consisting of R&D engineers and technical experts, this team handles major technical challenges and complex system issues, providing technical support and solution guidance to the first two tiers.
Detailed Service Offerings
Consultation and Technical Support Services
We provide round-the-clock technical consultation services. Customers can obtain technical support via phone, email, or online customer service systems:
▪ Instant Response Mechanism: A 15-minute rapid response mechanism ensures timely initial replies to customer inquiries.
▪ Technical Knowledge Base: An online knowledge base and FAQ section allow customers to independently search for solutions.
▪ Remote Diagnostic Services: Advanced remote connection technology enables engineers to monitor equipment status and perform diagnostics in real time.
▪ Technical Training Services: Regular online technical training courses help customers better use and maintain products.
On-Site Technical Services
For issues requiring on-site handling, we provide professional field support:
▪ Rapid Response Mechanism: On-site response times range from 24 to 72 hours, depending on issue urgency.
▪ Standardized Service Process: Detailed on-site service procedures ensure consistent service quality.
▪ Full Process Documentation: Detailed records are maintained during on-site services, including problem symptoms, handling procedures, and final results.
▪ Service Report Provision: A detailed service report is provided after each on-site visit, including problem analysis and preventive recommendations.
Repair and Maintenance Services
We have established a comprehensive repair service system to ensure equipment remains in optimal operating condition:
▪ Preventive Maintenance Services: Regular inspections and maintenance help customers prevent potential issues.
▪ Express Repair Channel: A priority repair channel is available for critical equipment.
▪ Spare Parts Support System: A robust spare parts inventory management system ensures timely availability of repair components.
▪ Repair Quality Guarantee: All repair services come with a warranty period to ensure lasting results.
Software Upgrade and Optimization Services
For software products, we provide continuous upgrade and optimization services:
▪ Regular Upgrade Services: Periodic software version updates ensure customers have access to the latest features.
▪ Performance Optimization Services: System performance optimization recommendations and services are provided based on customer usage.
▪ Data Migration Support: Technical assistance is available for data migration and system transitions.
▪ Compatibility Testing: Tests are conducted to ensure smooth upgrades between old and new versions.
Service Process Optimization Measures
01. Digital Service Management Platform
We have invested in an advanced digital service management platform for end-to-end service visibility:
▪ Customer Service Portal: An online service platform allows customers to submit requests and track progress independently.
▪ Mobile Work Support: Engineers can receive tasks, update statuses, and access technical materials via mobile devices.
▪ Data Analysis System: Service data is collected and analyzed to continuously optimize processes and quality.
▪ Knowledge Management System: A comprehensive knowledge base accumulates and shares solutions and experiences.
02. Service Quality Monitoring System
A multi-layered service quality monitoring mechanism is in place:
▪ Customer Satisfaction Surveys: Conducted after each service to gather feedback.
▪ Service Quality Evaluations: Regular assessments identify improvement opportunities.
▪ Service Metric Monitoring: Key performance indicators are tracked and improved continuously.
▪ Service Quality Reviews: Regular meetings drive ongoing enhancements.
03. Continuous Improvement Mechanism
We have established a systematic service improvement framework:
▪ Root Cause Analysis: Major and recurring issues undergo in-depth analysis.
▪ Improvement Implementation: Corrective actions are developed and executed based on findings.
▪ Best Practice Sharing: Successful experiences and best practices are shared within the team.
▪ Service Innovation Promotion: New service models and methods are actively explored.
Service Assurance Measures
01
Personnel Training and Certification
▪ Systematic Training: A comprehensive training system ensures employees have the necessary skills and knowledge.
▪ Qualification Certification: Technical staff must obtain certifications to guarantee professionalism.
▪ Continuous Learning: Employees are encouraged and supported in ongoing skill development.
▪ Experience Sharing Culture: Mechanisms are in place to promote knowledge exchange and team growth.
02
Resource Guarantee System
▪ Technical Support Resources: Adequate personnel, equipment, and tools are ensured.
▪ Spare Parts Supply: A reliable supply chain guarantees part availability for repairs.
▪ Information System Support: Ongoing investments in service management systems improve efficiency.
▪ Emergency Response Mechanism: Protocols are established for urgent and critical service needs.
Service Value Commitment
We promise to deliver the following value through professional after-sales services:
▪ Improved Equipment Reliability: Regular maintenance and timely repairs enhance equipment longevity.
▪ Optimized Operational Costs: Customers achieve better ROI through cost-saving measures.
▪ Enhanced Technical Capabilities: Training and support elevate customer team competencies.
▪ Business Continuity Assurance: Uninterrupted operations are ensured for customer workflows.
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FENG-YI has been continuously innovating and has grown into a Kinetic Lights Manufacturer and solution provider with unique advantages.
Contact
+86 181 2785 5301
Address
Building 5, No. 34, Fuyuan Road, Jinghu IndustrialZone, Xinhua Town, Huadu District, Guangzhou, China.
© 2025 FENG-YI. All Rights Reserved.
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