Product after-sales service and quality assurance system description
Manufactures various types of steam turbines ranging from 5MW - 50MW, including condensing, backpressure, and extraction-condensing designs
In order to ensure the safe and stable operation of steam turbine equipment, standardize the after-sales service process of steam turbine and generator accessories (including steam seal rings, bearings, blades, rotor components, baffles, fasteners and other special accessories for steam turbines and generators), clarify the quality assurance standards, effectively safeguard the legitimate rights and interests of customers, and combine the usage characteristics and industry norms of steam turbine accessories, this instruction is formulated. This instruction is applicable to the sales, after-sales and quality assurance related matters of our company's steam turbine and generator accessories products.
General Principles of After sales Service
Service Philosophy
Adhering to the service tenet of "customer first, rapid response, precise disposal, and lifelong protection", we focus on the pain points of power plant and industrial turbine operation and maintenance, provide customers with full lifecycle after-sales service support, minimize equipment shutdown losses, and ensure stable operation of accessories.
Scope of Services
We provide full process services including selection guidance, installation and commissioning, troubleshooting, maintenance and replacement, spare parts supply, technical training, and operation and maintenance consulting for steam turbine accessories, covering all steam turbine accessories (including standard and non calibrated parts) produced and sold by our company.
Service Commitment
Dedicated personnel will be assigned throughout the process to quickly respond to demands, standardize service processes, ensure service quality, and achieve "timely response, efficient disposal, professional technical expertise, and customer satisfaction". We will fulfill our core commitment of "providing excellent service, rapid supply, reasonable prices, and implementing the three guarantees".
Specific after-sales service content
Specific after-sales service content
Selection Guide
Based on the customer's turbine model, operating conditions, and maintenance needs, provide professional recommendations for accessory selection, assist customers in selecting accessories with strong adaptability, high durability, and excellent cost-effectiveness, and avoid selection errors; We provide customized guidance services for non-standard accessories, including drawing review, process optimization, and sample trial production.
Delivery guarantee
Strictly supply according to the delivery period stipulated in the contract, ensure that the accessories are packaged intact and clearly labeled (indicating the accessory name, model, specifications, production date, batch, warranty period), and provide relevant technical materials such as accessory qualification certificates, testing reports, installation instructions, etc. at the same time.
Arrival inspection
After the delivery of the accessories, assist the customer in the arrival inspection, verify the quantity, specifications, appearance, and related information of the accessories, investigate possible damage, deformation, and other issues that may occur during transportation, and handle the handover procedures after passing the inspection; If any damaged, misplaced, or missing accessories are found, the process of reissuing or replacing them shall be immediately initiated, and all related costs shall be borne.
Installation and commissioning services
Installation Guide
According to customer needs, arrange technical engineers with more than 10 years of experience in steam turbine accessory installation to provide on-site accessory installation guidance services, standardize installation processes, remind installation precautions, ensure accessory installation meets equipment design requirements and industry standards, and avoid accessory damage or equipment failure caused by improper installation.
Debugging and calibration
After the installation of the accessories is completed, assist the customer in debugging and calibration, test key parameters such as accessory operation accuracy, sealing performance, and fit clearance, optimize installation details, ensure that the accessories are perfectly compatible with the turbine equipment, and meet normal operating standards; Provide debugging reports synchronously, clarify debugging results and subsequent operation and maintenance suggestions.
Specialized service
A special service team will be established to provide integrated installation, commissioning, and maintenance services for complex maintenance scenarios such as turbine rotor blade replacement, bearing shell repair, seal ring replacement, and generator collector ring replacement. The team will follow up on the entire process to ensure efficient completion of maintenance work.
Launch ceremony for qualified maintenance service suppliers of a large steel company
Emergency response and maintenance services for malfunctions
Response mechanism
Establish a 24-hour after-sales emergency hotline, with dedicated personnel on duty. Upon receiving customer parts failure reports or technical consultations, respond within 1 hour and provide a detailed troubleshooting plan within 4 hours; Clarify the types of faults and their priority for handling, and prioritize the handling of major unit component faults in the power station.
On site disposal
Emergency faults (such as parts cracking, wear, seal failure causing turbine shutdown, load reduction), dispatch personnel to the site within 24 hours in surrounding areas and within 48 hours in remote areas to quickly investigate the cause of the fault, implement maintenance, replacement and other disposal measures, and minimize equipment downtime; Conventional faults can be resolved through remote guidance to customers, reducing their operational costs.
Repair and replacement
During the warranty period, free repair and replacement services will be provided for any malfunctions caused by quality issues with the accessories, and all related costs such as round-trip transportation and on-site services will be borne; Outside the warranty period, we provide discounted repair and replacement services, charging only the cost of parts and a small service fee. The repaired parts will be covered by the corresponding warranty period.
Spare parts supply and technical support
Spare parts reserve
Establish a dedicated warehouse for steam turbine generator accessories, standardize storage management (constant temperature, moisture-proof, corrosion-resistant, anti-collision), reserve commonly used accessories such as sealing rings, bearings, blades, bolts, baffles, and core vulnerable accessories, ensure that routine accessories are ordered and shipped on the same day, and special customized accessories are delivered first according to the contract period to ensure the long-term stable supply of spare parts for customer unit maintenance and repair needs.
Technical training
We provide free technical training services for customers on the use, maintenance, troubleshooting, and daily maintenance of steam turbine parts. The training targets operation and maintenance personnel, as well as maintenance personnel, to enhance their professional skills and reduce damage to parts caused by improper operation and maintenance; We can provide various training forms such as on-site training and centralized training according to customer needs.
Lifetime consultation
Provide lifelong free technical consulting services to answer various problems encountered by customers during the use, maintenance, and repair of accessories; Regularly visit customers to understand the operation status of accessories, identify potential faults in advance, and provide personalized operation and maintenance suggestions; Provide exclusive technical solutions for upgrading and renovating old unit components, helping customers improve unit operating efficiency and extend equipment service life.
Customer Service Honor Wall
Quality Assurance Policy Explanation
Warranty period
The core components of the steam turbine (seal rings, bearings, blades, rotor parts, baffles, etc.) have a warranty period of 6-12 months (the specific warranty period shall be executed according to the type of component and the contract agreement, clearly marked in the component qualification certificate and contract).
Starting time of warranty period
Calculated from the date of acceptance of self accessories and formal operation; If the accessories are not put into operation immediately after acceptance, the warranty period shall not exceed 18 months from the date of acceptance (if they are not put into operation after 18 months, the warranty period shall be calculated from 18 months).
Repair and replacement parts
The warranty period for parts repaired or replaced during the warranty period shall be recalculated from the date of completion and acceptance of the repair or replacement, and the warranty period shall not be less than the remaining warranty period of the original parts; Parts repaired or replaced outside the warranty period are provided with a 6-12 month warranty period (determined by the type of part).
Warranty coverage
During the warranty period, any accessory failure that meets the following conditions is within the scope of the warranty and can enjoy free repair and replacement services:
1. Problems such as cracking, deformation, and wear caused by unqualified accessory materials (such as material purity not meeting standards, alloy composition not matching);
2. Failure to meet processing accuracy standards (such as dimensional deviation, excessive fit clearance) resulting in the inability of accessories to function properly, sealing failure, and other issues;
3. Parts damage, abnormal performance, and other issues caused by production process defects such as incomplete welding fusion and inadequate heat treatment;
Natural damage (not caused by human factors) that occurs under the premise of normal use, standardized maintenance, and compliance with equipment operating conditions.
Warranty exceptions
Any of the following situations are not covered by the warranty and do not enjoy free repair or replacement services. Paid services can be provided:
1. Human damage: Component damage caused by human factors such as operational errors, unauthorized installation, overloaded operation, rough disassembly, collisions, etc;
2. Improper maintenance: Damage to accessories caused by failure to follow the installation instructions and turbine equipment operation and maintenance standards (such as insufficient lubrication and inadequate cleaning); We can provide professional on-site inventory parts cleaning and maintenance services for a fee.
3. Force Majeure: Damage to accessories caused by force majeure factors such as earthquakes, floods, typhoons, fires, lightning strikes, etc;
4. Unauthorized modification: Customers perform cutting, welding, modification, and other processing operations on accessories without authorization, resulting in damage or abnormal performance of the accessories;
5. Exceeding working conditions: Damage caused by the use of accessories beyond design standards (such as temperature, pressure, and speed exceeding standards);
6. No relevant certificates: Unable to provide relevant certificates such as accessory qualification certificates, purchase contracts, acceptance records, etc., unable to confirm the ownership and warranty period of accessories.
Letter of Commendation
