Service Commitment
After-sales service commitment letter
Dear Customer:
Our company adheres to the service concept of 'customer-centric', relying on strong core technology support, intelligent management terminals, and a complete service management system to provide customers with high-quality services throughout the process. By implementing standard services, we offer all-weather, all-round, and full lifecycle care services. You will truly experience 'high-tech, intelligent, and comprehensive' services.
Basic PrinciplesThe company guarantees that the new energy or fuel vehicle products sold are consistent with the vehicle product announcements, environmental protection standards, and CCC certification without any non-compliance items. All products are modified based on chassis or complete vehicle technologies that have obtained production access qualifications and product announcements. For new energy vehicle products, they have passed special testing projects for new energy vehicles and comply with relevant standards. The company promises a warranty period of 5 years or 200,000 kilometers (whichever comes first) for key components of new energy vehicle chassis or complete vehicles such as power batteries, drive motors, motor controllers, etc., while other components are subject to the user manual provided with the vehicle. The company collaborates deeply with chassis manufacturers to develop shared after-sales service networks and independently develops reasonable service points and power battery recycling points within the vehicle sales operation areas to provide high-quality after-sales services for customers. The service points developed by the company are equipped with independent power battery testing and maintenance areas, implementing fire separation measures and enhancing fire safety management.
The company has established a comprehensive production information management system that sets safety quality monitoring nodes based on production rhythms and rationally arranges key positions to actively improve online detection capabilities. When products come off the production line, water-related sampling inspections and road tests are conducted according to standard requirements, focusing on tests such as insulation of complete vehicles, charging/discharging tests, rain tests, etc., with test data preserved for 11 years.
Training
The company selects personnel with comprehensive service skills according to the 'Human Resource Control Procedure' and only allows them to take up their posts after passing training or obtaining job qualification certificates. The company encourages after-sales service personnel to improve their maintenance skills through various forms.The company regularly or irregularly conducts product training for after-sales service personnel, service point staff, and users. Training content includes but is not limited to product structural characteristics, fault analysis troubleshooting, maintenance case analysis, service point construction, service management, daily use maintenance etc.
After-sales service personnel training: The company organizes professional technicians periodically or invites engineers from cooperating new energy chassis manufacturing companies to conduct product knowledge training for after-sales service personnel including technical training and sharing of fault analysis troubleshooting cases.
Service point staff training: The company's new energy vehicles are modified vehicles equipped with special devices based on Class II chassis or complete vehicles without changing key components such as chassis batteries, motors or electronic controls. However as a responsible entity in new energy vehicles industry，the company regularly requests training information from chassis manufacturers' after-sales website staff as well as evaluates in cooperation's after-sales network，develops dedicated after-sales stations specifically for new energy vehicle products，conducts regular assessments，evaluations，and assigns professional technicians for product repair technical training，fault analysis troubleshooting，and repair case studies ensuring that the capabilities of these stations meet the requirements for after-sales repairs of new energy vehicles. The company requires that service points be equipped with dedicated testing equipment and tools for new energy vehicles while ensuring that staff possess safety awareness in providing services so that each point has necessary capabilities for after-sales services and emergency handling.
User Training: A user manual along with a maintenance handbook is provided for each new energy vehicle offering users guidance on operation precautions as well as maintenance queries. Upon delivery of products，the company's after-sales engineers will introduce users in detail about product usage characteristics along with requirements while demonstrating how to use special devices along with precautions regarding usage & maintenance of key components related to renewable energies.The Company guides consumers through its official website using driving operation manuals,videos etc.to cultivate good habits in car usage & care clearly informing consumers about safety precautions guiding them through familiarizing themselves about battery safety usage limits,potential safety hazards during operation like fire incidents etc., mastering escape skills effectively dealing with possible accidents.The Company emphasizes customer safety training including basic structure & safe operational knowledge regarding high-voltage components,safe usage & charging knowledge regarding vehicles,daily maintenance precautions regarding key components,safety knowledge under special environments (including high temperature,cold weather,wading,electromagnetic interference etc.),emergency response knowledge concerning general faults & accidents (including traffic accidents along fires,electric leakage,etc.).
After-Sales Service Items
Quality Warranty
Provide lifetime support for after-sales services related to vehicles by establishing repair records for each customer while tracking feedback on repair quality. For faulty vehicles during warranty periods where quality issues confirmed by assessment fall under company's responsibility free-of-charge services will be implemented; if quality issues fall under customer's responsibility during warranty periods or exceed stipulated mileage/time limits costs will be charged; discounts/free services require approval from responsible vice president while larger amounts require general manager's approval; contractual obligations will be fulfilled according to contract stipulations.Outreach Rescue Services
(Upon receiving feedback from users regarding faults) our support center first guides users over phone calls addressing general faults; if problems remain unresolved within thirty minutes an engineer notifies local station personnel who then proceed onsite accordingly depending upon fault severity requiring our team’s presence at site within specified timeframes:24 hours within province/72 hours outside province.Upon arrival at site minor faults should be resolved within four hours; primary faults (simple component damage) should be resolved within twelve hours; secondary faults (special performance failures) should provide clear solutions within twenty-four hours ensuring timely resolution; tertiary faults (chassis power systems/electronic control system failures) must guarantee restoration status enabling normal operations within forty-eight hours.(During normal operational periods if any questions arise during operations/faults occur without affecting running) our customer support center,resident staff,and local authorized repair stations shall provide rapid quality emergency assistance ensuring proper servicing occurs within forty-eight hours.
(If faults occur during operational periods rendering vehicle non-operational) our customer support center,resident staff,and local authorized repair stations shall respond within half an hour providing timely onsite assistance;if severe issues necessitate factory repairs we shall dispatch engineering trucks immediately transporting faulty units back into workshops.
3.2 外出救援服务
服保中心在接到用户故障问题反馈后，先通过电话指导用户排除一般性故障，若问题仍无法解决的，30分钟内，售后工程师通知该地区服务站人员前往现场处理。根据故障情况需公司售后服务人员前往现场处理的，省内24小时到达现场、省外72小时内到达现场。维修人员到达现场后，对轻微故障4小时内解决；一级故障（简易零部件损坏）时12小时内解决；二级故障（专用性能故障）时24小时内提供明确解决方案，及时彻底解决。三级故障（底盘动力系统、电控系统故障）时48小时内保证车辆恢复状态，正常运行。
在车辆正常使用期内，若在操作中出现任何疑问或车辆在运行时 出现故障 (不影响车辆运行)，我公司客服中心、驻点服务人员及当地特约维修服务站将为用户提供快速、优质的应急服务，保证在 48 小时内对车辆服务到位。
车辆在上线运营期间出现故障 (车辆无法运行) ，我公司客服中心、驻点服务人员及当地特约维修服务站将在半个小时内予以服务响应，及时赶赴现场处理，若车辆故障严重，需返厂维修，我公司将立即派工程车赶赴现场将故障车辆运回修理厂修理。
3.3 企业监控平台数据管理
公司采取租赁的方式建设了新能源企业监测平台，对已销售新能源汽车的运行状态进行监测，为客户提供实时的售后服务及车辆数据管理，直至车辆停止使用或报废。公司保证监控平台持续有效的监控新能源车辆运行数据，保证企业监测平台持续满足GB/T 32960《电动汽车远程服务与管理系统技术规范》的要求。公司对车辆运行数据监控，预防车辆故障发生，及时获取车辆实时故障信息，分析故障原因，协调解决车辆故障。
3.4Vehicle Usage Information Tracking
The company refines product maintenance projects based on vehicle models, promptly notifying users for maintenance. During repairs and maintenance, it strengthens quality inspections of key components and conducts safety hazard sampling inspections based on vehicle usage years, mileage, fault alarm information, etc., to timely identify and properly handle product safety hazards. Additionally, the company publicly discloses relevant maintenance technical information for its production models on its official website within three months after vehicle sales.
4Spare Parts Provision and Quality Guarantee Period
4.1Spare Parts Provision
The company has set up service outlets in the vehicle operation areas and collaborates with these outlets to establish a spare parts reserve system, fully considering consumption dynamics and actual market supply and demand situations. Necessary modifications are made regularly based on actual conditions to ensure the rationality of spare parts reserves. For key components of new energy vehicles, the company collaborates with chassis manufacturers to establish appropriate aftermarket spare parts.
The company establishes management for spare parts needed for after-sales service within the factory, maintaining a certain level of component reserves managed and allocated uniformly by after-sales service personnel.
4.2Quality Guarantee Period
'Three Guarantees' period for mounted parts: The 'Three Guarantees' period for easily damaged mounted components such as hydraulic cylinders and mounted lights is 365 days.
'Three Guarantees' period for chassis: The 'Three Guarantees' period for new energy chassis is executed according to the 'Quality Assurance Manual' for various components ordered by the company. The warranty period for major key components of new energy chassis such as power batteries, drive motors, motor controllers is five years or 200,000 kilometers (whichever comes first), while other components follow the 'Quality Assurance Manual'.
'Three Guarantees' proof: After-sales service warranty card and motor vehicle invoice (or a copy of the invoice)
4.3After-sales Warranty Content and Scope
'Within the specified after-sales 'Three Guarantees' period, if users have not modified or added any parts to their purchased vehicles and have operated, used, and maintained them correctly according to the 'User Manual', any faults or damages due to product quality issues identified by authorized service stations or after-sales engineers will be repaired free of charge according to the 'mounted three guarantees period'. Damaged components will be returned by the after-sales service station to the company for record-keeping.
'During the warranty period, battery packs and associated control systems are provided technical maintenance and warranty by chassis service outlets; post-warranty battery usage will be negotiated separately between users and chassis parties. If users need to replace batteries after the warranty period, the company can assist in contacting battery recycling companies partnered with chassis manufacturers.
'If a serious quality issue confirmed by both parties occurs during the warranty period, it interrupts the warranty; once resolved, a new warranty calculation begins.
'After the warranty period ends, if there are quality issues or component damages in battery packs or their associated control systems, service outlets still bear repair or replacement responsibilities; users should pay related costs required for repairs or replacements at service outlets.
'Regular monitoring of battery packs and their associated control systems: If a level-3 fault alarm is detected by new energy monitoring platforms during warranty periods in vehicles that have been confirmed with faults multiple times within one day should be reported immediately so that end-users can take measures to eliminate safety hazards; results must be fed back within one day to local and national regulatory platforms. For vehicles that continuously show multiple level-3 fault alarms within one day, arrangements should be made for safety checks; companies or authorized service stations must send personnel onsite free of charge within 48 hours upon receiving user notifications to promptly repair faults.
'After-sales services for new energy vehicle chassis will follow guidelines from 'Chassis Maintenance Manual' and 'Chassis Quality Assurance Manual'. The company will assist users in getting good services at designated authorized repair stations specified by pure electric vehicle chassis manufacturers.
'After-sales Warranty Principle: Focus on repairs; replace parts or assemblies only when they cannot be repaired.
'Exemption Clauses and Scope
(1) If there are discrepancies between vehicle model numbers on warranty certificates versus actual products or if they have been altered without authorization, no three guarantees repairs will be provided.
(2) Unauthorized modifications or additions made to company products such as adding spring plates number changes thicker steel plate springs using electrical devices structural components replacing hydraulic parts etc., will not receive three guarantees repairs.
(3) Failure to use maintain according to requirements outlined in 'User Manual', including but not limited to situations like irregularly adding changing lubricants hydraulic oils leading component damage improper operation causing vehicle faults changing loading media resulting in product deformation damage etc., do not fall under warranty coverage including changes made on non-warranty products leading damages failures caused due secondary faults damages caused due forced use without timely reporting unauthorized disassembly repairs done by users without consent from this company natural disasters fires collisions thefts leading losses secondary damages caused smoke dust chemical agents seawater sea winds salts other similar causes normal wear tear discoloration degradation from regular use etc., do not fall under warranty coverage.
5After-Sales Quality Information Feedback
The company manages quality information throughout all processes related to after-sales products operation. After-sales service stations along with personnel are responsible for recording collecting various faults quality incidents occurring during product after-sale processes establishing an ‘After-Sales Service Archive’ (see procedural document: Form No.: EHY/QR-33). The customer support center verifies user information analyzes judgments determining transmission targets based on nature severity consequences of issues etc.; dedicated personnel from quality department handle matters ensuring accountability falls onto relevant departments while after-sale staff relay feedback regarding quality information back customers tracking market usage conditions inputting data into companies records. The quality department oversees all aspects concerning after-sale quality information including defects design flaws assembly issues along with operational failure phenomena repair diagnostics processes root causes customer complaints data obtained through other channels compiling analyzing forming an ‘Internal External Quality Fault Summary Table’ (see procedural document: Form No.: EHY/QR-36) creating an external database reporting relevant departments leaders implementing measures improving product quality ensuring optimal standards.
In response to batch product failures or safety hazards that occur during the maintenance of new energy vehicles, the company will feedback quality issues related to the chassis to the cooperating chassis manufacturing enterprises and assist them in formulating reasonable handling plans. If judged by the cooperating chassis manufacturing enterprises as a product design issue, a recall will be executed in accordance with relevant regulations of the national "Defective Automobile Product Recall Management Regulations."
6Regulations on Power Battery Recycling
In the process of market recycling and utilization, our company assumes the primary responsibility for battery recycling. The company's battery recycling methods mainly include two channels: one is to sign cooperation agreements with qualified battery recycling enterprises, and the other is to cooperate with chassis manufacturing enterprises. Both methods can collect and store waste lithium batteries through either the company or chassis manufacturing enterprises' after-sales service outlets, centrally notifying battery recycling companies or utilizing chassis manufacturers' recycling channels to retrieve and process obsolete power batteries from company products, ensuring the recyclability and tiered utilization of power batteries.
At the same time, according to the requirements of the "Management Measures for Tiered Utilization of Power Storage Batteries for New Energy Vehicles" (Ministry of Industry and Information Technology Joint Document [2021] No. 114), our company publicly discloses technical information regarding maintenance and replacement of power storage batteries used in new energy vehicles, as well as information about battery recycling service outlets cooperating with our company and recycling steps, establishing a complete power battery recycling channel to provide users with convenient and quick recycling services.
7Claims Handling Process
After-sales engineers organize relevant departments to review and identify fault causes and safety incident reasons, determining responsible parties, resolving customer losses promptly. If the cause is due to supplier quality issues, pursue supplier responsibility and require suppliers to replace or repair all involved vehicles to ensure product quality and bear customer losses. An analysis report on such faults will be provided, conducting horizontal and vertical investigations into product quality within the same batch or type to ensure that factory parts meet vehicle applicability requirements.
8Response measures when serious issues arise in product quality, safety, environmental protection, etc. The company has established a procedure for efficiently handling serious problems related to product quality, safety, environmental protection based on the "New Energy Vehicle Safety Incident Control Procedure"; when serious issues arise in new energy products regarding quality, safety, environmental protection etc., an on-site handling team will arrive at the scene immediately to assist personnel from chassis service stations; a technical handling team will arrive within 12 hours at the scene to assist personnel from chassis service stations in accident identification and evidence collection; if third-party agency identification is needed, on-site rescue teams must maintain site integrity while waiting for agencies; crisis management teams are responsible for publicly releasing true details about accidents while addressing customer concerns about how companies respond solutions transparently while adhering to principles of integrity in business operations prioritizing service first with utmost respect for customers' right-to-know.
9After-sales Service Outlet Management
The sales outlets currently designated by our company are built after relevant screening and evaluation conducted within vehicle operation areas. The existing authorized after-sales service outlets cover all areas where our company's new energy products are promoted effectively while reasonably laying out after-sales service outlets along with power battery recycling service points equipped with specialized detection tools & equipment for new energy vehicles ensuring trained personnel possess safe service awareness alongside necessary after-sales services & emergency response capabilities at each outlet. Each outlet has an independent area dedicated specifically for power battery testing & repair implementing fire separation measures enhancing fire safety management.
Currently our company's development construction of after-sales service outlets mainly follows two approaches: one approach is developing after-sales service outlets based on "After-Sales Service Management System" within vehicle operation areas meeting needs arising from new energy products' post-sale repairs; second approach involves collaborating with secondary chassis manufacturers’ after-sales service points which undergo evaluation by us assessing their capability providing post-sale services for new energy vehicle products alongside comprehensive evaluations concerning their technicians’ skills before integrating them into our after-sales network system.
At this stage we have established multiple after-sales service points nationwide; subsequently we will build designated after-sale stations according sales regions & operational routes ensuring entire network meets post-sale servicing needs effectively. Designated stations are equipped with professional electrical testing & maintenance technicians possessing necessary equipment capable inspecting maintaining both complete electric vehicles along critical components signing agreements relevant suppliers integrating them into our network fully utilizing resources providing users prompt convenient services.
According to provisions outlined in "Human Resources Control Procedures", sales staff & after-service personnel must undergo professional training before assuming positions. Quality department alongside after-service staff diligently ensures effective support towards post-sale servicing capabilities concerning new energy vehicles conducting annual self-inspections across both active products & servicing stations submitting reports accordingly towards supervisory departments. After-service personnel manage daily operations at servicing stations conducting periodic checks verifying accuracy records reports timeliness services user satisfaction documenting findings appropriately.