Customer
Service & Support
Life-Cycle Service System:
24-Min Response · 12-Hour On-site · 365-Day Availability
Packaging & Shipping
Standard:
Strictly adhering to GB/T 13384 General Technical Conditions for Packaging of Mechanical and Electrical Products.
Professional Protection:
l Precision components (gearboxes, bearings, hydraulic systems) utilize multi-layer anti-rust and moisture-proof packaging. Heavy structural parts (frames) are reinforced with welded lifting eyes to prevent deformation during transit.
Logistics Monitoring:
We partner with top-tier logistics providers qualified for oversized cargo. All shipments are equipped with GPS tracking for real-time status updates.
Unboxing Inspection:
Upon arrival, Zhongyi engineers collaborate with the client for an on-site inspection to ensure zero-damage delivery.
Technical Support & R&D
- Goal: Risk control at the source, providing “Inherently Safe” mining machinery.
- Digital Engineering: Key structures undergo ANSYS Finite Element Analysis (FEA) to verify impact and vibration resistance.
- 100% Factory Inspection:
No-load Test: Continuous 4-hour monitoring (vibration ≤4.5mm/s, temperature rise ≤45°C).
Load Test: 120% rated load testing to ensure transmission efficiency ≥95%.
- International Standards: Our entire line is ISO 9001 certified. We provide CE, ATEX, and UL certifications based on project requirements.
- Smart Management: Each unit is assigned a Unique ID Code, enabling full traceability of design, production, and testing data.
Accessories Service
Principle:
“Replacement First, Repair Second” to maximize production continuity.
Zero-Delay Dispatch:
Our central warehouse in Zhengzhou maintains a core spare parts inventory rate of over 90%.
Original High-Quality Parts:
l We provide long-term access to genuine parts at preferential prices. Critical bearings and seals are sourced from industry leaders (e.g., LYC, Viton corrosion-resistant materials).
Rapid Delivery:
Domestic delivery within 72 hours; international projects delivered within 15 days globally.
Purchase & Delivery Process
- Full Life-Cycle Coverage: From initial inquiry to equipment recycling.
- Pre-sale Customization: On-site surveys to provide optimal site planning and equipment selection based on utilization and operational costs.
- In-sale Precision Installation: Certified engineers manage on-site construction per the Installation & Commissioning Plan, ensuring shaft coaxiality ≤0.02mm.
- Technical Training:
Targets: Management, operators, inspectors, and maintenance mechanics.
Content: Structural principles, safety protocols, fault diagnosis, and occupational safety.
Format: Hands-on demonstrations + theory, ensuring operators can troubleshoot independently.
Maintenance & Warranty
Commitment:
12-Month Extended Warranty with Lifelong Technical Support.
“5S” Service Standard:
Speed, Service, Solution, System, and Smile.
Emergency Response Mechanism:
Remote Support: Feedback within 24 minutes; technical solutions provided within 1 hour.
On-site Maintenance: Engineers dispatched within 12 hours (Domestic), operational 365 days a year.
Proactive Inspection:
Free on-site “health checks” every 6 months during the warranty period, providing vibration/temperature monitoring reports for preventive maintenance.
Lifelong Maintenance:
Post-warranty services are provided at cost, ensuring long-term system stability.
