Target :

The purpose of compiling this instruction is to explain how to provide services to customers with the aim of increasing customer satisfaction.

Domain of usage:

The scope of application of this instruction includes all the products manufactured by the consulting engineers of Ara Tehzih System Company.

Meanings of abbreviations:

does not have

Responsibility :

Supervision of the good implementation of this instruction is the responsibility of the manager of the sales unit.
After-sales service manager is responsible for implementing this instruction.

Description :

The services of the after-sales service unit include technical engineering services and support services. These services are performed by visiting, providing engineering services, installation, service and repairs.

Services and repairs during the warranty period:

• Customer’s request (after sending to the customer) from the after-sales service unit to perform installation and commissioning services by phone/in person/email.
• Registering the installation request report (Daily work registration checklist form – ATS-F-44) in the comprehensive ERP software (Ava), creating a work request by the sales expert or the after-sales service expert after receiving the installation request. done by the customer.
• Contacting the customer by the installation expert to determine the installation and environmental conditions of the installation site (visit form before installing the air conditioner – ATS-F-43) in order to collect the required tools that have been prepared.
• Determining the customer’s installation and environmental conditions according to the free installation announcement at the time of sale, or checking the warranty conditions after installation, if the price is needed to do additional work, will be announced to the customer. (Checklist form sent to the mission of the after-sales service team – ATS-F-4)
  Issuing an agenda for dispatching an expert to the customer’s location (warranty/launch checklist form-ATS-F-45)
• Issuance of the price notification will be done according to the conditions and location of the customer outside the conditions of free installation or outside the warranty conditions.
  If the price announcement is approved, the financial auditor registers the customer’s order in the ERP system and an invoice is issued to receive cash
  The expert visits the customer’s place with cash payment.
• Complete the customer satisfaction survey form. (Checklist form for measuring satisfaction at the time of purchase and delivery of goods – ATS-F-48, Checklist form for measuring satisfaction from after-sales service – ATS-F-49, Checklist form for monitoring the satisfaction of the sales and engineering team – ATS-F -50)

Warranty conditions:

• The validity of the guarantee and warranty of the UPS device is 12 to 18 months after the installation date, the air conditioner panel is 18 months after the installation date, the air conditioner compressor is 60 months after the installation date, the battery is 12 to 18 months after the installation date, and if the battery is more than 6
• Failure to install within a month of the delivery date will void the warranty. (It varies based on the type of sale)
• The goods have 7 to 10 years of after-sales service from the date of production.
• From the date of sale of the goods, the buyer has a 6-month deadline for installation, so that the goods include a 12-18-month warranty.
• The guarantee and warranty of the devices are subject to the correct use of the environmental conditions and the absence of impact effects, infiltration of liquids and other objects inside the device, and non-manipulation of the device by personnel outside the company.
• The warranty includes the cost of working hours and free repairs, excluding the cost of parts; The cost of separate parts is charged.
• The cost of goods and consumable parts is calculated by taking into account the time elapsed during the warranty and warranty period and is collected from the buyer to provide the guarantee and warranty.
• In case of repeated unwarranted failure, according to the following clauses of this guarantee and warranty, the customer has the right to return the device with a complete and safe delivery of the carton and attached items such as side cables, connections, manuals, etc., and the payment will be returned to them. .
• In case of suspension of the company, the obligations arising from the guarantee and warranty of the devices for a period of 5 years after the purchase shall be the responsibility of the settlement manager of the company or the company introduced in the minutes of the suspension or liquidation.
• During the warranty and warranty period, if the defect occurs more than twice, the company is responsible for replacing the product free of charge while maintaining the terms of the warranty.
• Payment of damages in case of excessive stoppage of goods for repair is calculated as standard and after 45 working days and on a daily basis 0.01% of the total price of the goods is calculated and deposited into the buyer’s account.
• In case of an inherent defect in the first three months of product delivery, the company is responsible for replacing the part free of charge.
• In case of an inherent defect in the first 24 hours of delivery of the goods to the buyer, the payment for the goods will be collected in full to the customer’s account and the delivery device and transferred to the company.
• In case of widespread defect, the call for repair or replacement of goods will be announced by email, fax, SMS, etc., or communication methods introduced by the buyer.
• If the customer needs to have a replacement device at the time of failure, he must inform the seller about this at the time of purchase or at the latest one week after the delivery of the device before the failure occurs, so that he can cover the device in the agreement with a small cost as internal insurance. Be recorded with them.
• During the warranty and warranty period, in case of problems and breakdowns, the cost of sending a technician for installation and commissioning or carrying out repairs at the customer’s place or sending the goods to the nearest agency or parent company for repairs is the responsibility of the customer.
• The cost of installation along with the expert’s transportation is free for the first time, and for moving or service, a fee will be charged according to the tariff.
• The installation place of the device and accessories must have a suitable ventilation system, not having a suitable ventilation system will invalidate the warranty.
• Installing the device by unauthorized persons will invalidate the warranty.
• Installing the device in an inappropriate space with the working capacity of the device will invalidate the warranty.
• Installing the device in a non-standard place contaminated with chemicals and acids that cause corrosion and rotting of the device will invalidate the warranty.
• Moving the device after installation by the representative of this company without informing the parent company will invalidate the warranty.
• Opening the product warranty label will invalidate the warranty.
• Manipulation or repair of the device by different people (people other than the authorized representatives of Ara Tajhiz System) will invalidate the guarantee and warranty.
• Corrosion of the warranty card and defacement or loss of the serial number and specification plate of the device will invalidate the warranty.
• Brokenness in general or part of the body, frame, key and other external parts, inaccuracy in use and maintenance, as well as damage caused by the transportation of the device will invalidate the warranty.
• Unforeseen events such as fire and earthquake will invalidate the warranty.
• Free training at the customer’s location is free of charge.
• The buyer is solely responsible for maintaining the warranty card, and if the warranty card is not available, the service will not be provided free of charge, and any service will be charged.
• The warranty card belongs to the device owner and must be kept with the device owner, and a duplicate card will not be issued if it is lost.
• Every product has a specific guarantee and warranty condition that is mentioned in the product warranty sheet.

Notification of sending the device to the company’s repair department

• If the device is not detected at the customer’s location, the device is sent to the company.
• The cost of sending and receiving the device to the company’s repair unit for troubleshooting is the responsibility of the company.
• Investigating the cause of the problem raised by the customer. (service request problem)
• Complete the customer satisfaction survey form.
• Completing the agenda form and obtaining approval from the customer (customer representative).
• Return of the team or individual to the place of the company.
• By completing the application form for payment of mission expenses (mission expenses checklist form – ATS-F-47), it is necessary to prepare a valid invoice for all mission expenses.
• The manager of the after-sales service unit refers the mission expenses (mission expenses checklist form – ATS-F-47) to the financial unit after approval to receive the salary.

Services and repairs outside the warranty period

• Customer’s request from the after-sales service unit to provide service and repair services in one of the ways (in person/email/telephone)
• Registering device failure report in Ava ERP software, creating work request (daily work registration checklist form – ATS-F-44)
• Calling the customer by an expert to determine the type of visit and repair of the device
• Issuing an agenda for dispatching an expert (after-sales service request checklist form – ATS-F-46)
• Issuing the price announcement according to the conditions and location of the customer
• If the customer approves the price announcement, the financial audit registers the customer’s order in
• Ava’s ERP system and an invoice is issued to receive cash.
• With cash payment by the customer, the expert will visit the customer’s place.
• Completing the customer satisfaction survey form (after-sales service satisfaction measurement checklist form – ATS-F-49)
• The after-sales service supervisor must approve the proforma invoice, if there are any issues in the proforma invoice, he must inform the after-sales service manager so that it can be resolved.
• After receiving the customer’s approval of the issued proforma invoice, the expert of the after-sales service unit must send a request for approval to the after-sales service manager.
• Completing the agenda form and obtaining approval from the customer (customer representative).
• Return of the team or person sent to the company.
• Completing the mission expense payment form (Mission Expense Checklist Form – ATS-F-47) and preparing a valid invoice for all mission expenses is required.
• The manager of the after-sales service unit refers the mission expenses (mission expenses checklist form – ATS-F-47) to the financial unit after approval to receive the salary.

Visiting completed projects and customer requested projects (to provide services and advice):

• Visiting completed projects
• The after-sales service unit must coordinate with the customer and visit the services provided to the customer at intervals of at least 6 months after the launch of the customer’s projects. These visits should be followed with the following objectives.
• Customer satisfaction.
• Visiting the performance of products or services provided to the customer.
• Provide advice to the client to improve performance or provide new services to the client.
• Completion of the agenda form by the expert sent for the visit.
• Refer to customer request
• If there is a need to go to the customer’s project site to provide services, the after-sales service unit will visit the customer’s project site by an expert. The relevant expert gives the necessary advice to the customer based on the customer’s needs and after obtaining additional information from the customer.
• The visit information including functional information, environmental conditions of the project site, customer information, images related to the project and any other additional information must be completed by the relevant expert in the mission minutes form and approved by the customer.
• If needed, services will be provided to the customer according to the procedure defined in this instruction.

Control, monitoring and review:

It is necessary to review this instruction at least once a year by the after-sales service unit. Also, if there is a need for correction as a result of receiving feedback or audit results, or announcing and requesting correction and change, the relevant unit should act on the correction. The method of approving and approving, reviewing and applying amendments is according to the executive method of document control by the financial and administrative unit.

Record keeping:

As a result of the implementation of this instruction and the implementation of the amendment, the revised obsolete text (the last revised edition) must be kept for one year in the archives of the quality control unit in paper or electronic form.

text, and no other records will be created as a result of executing this instruction.

Tips and explanations of after-sales service:

Explanation 1: The customer satisfaction survey form must be completed by the customer after providing the service. If the customer does not complete the form and deliver it to the experts at the time of providing the service, the after-sales service unit must receive the relevant form from the customer no later than one week after providing the service. .

Second explanation: If the after-sales service has learning and knowledge aspects, it is necessary to record customer comments in the Ava system and publish them throughout the company.

Third explanation: If the after-sales service manager is not present, the after-sales service unit manager should make the necessary arrangements to approve the mission expenses payment form (mission expenses checklist form – ATS-F-47).

Fourth explanation: If the problem has nothing to do with the customer’s performance, the requested service is in the warranty. The diagnosis of this case is the responsibility of the expert.

Fifth explanation: The customer satisfaction survey form must be completed by the customer after providing the service. If the customer does not complete the form and deliver it to the experts at the time of providing the service, it will be done at the latest one week after the service is provided. The after-sales service unit should receive the relevant form from the customer.

The sixth explanation: It is necessary for the quality assurance manager to record customer comments in the Ava system if they have aspects of learning experience and knowledge and publish them throughout the company.

Seventh explanation: If the after-sales service manager is not present, the after-sales service unit manager should make the necessary arrangements to approve the mission expenses payment form (mission expenses checklist form – ATS-F-47).

Explanation 8: The customer satisfaction survey form must be completed by the customer after providing the service. If the customer does not complete the form and deliver it to the experts at the time of providing the service, the after-sales service unit must receive the relevant form from the customer no later than one week after providing the service. .

Explanation 9: It is necessary for the quality assurance manager to record customer comments in accordance with the knowledge management guidelines in the Ava system and publish them throughout the company if they have aspects of learning experience and knowledge.

Explanation 10: In the absence of the after-sales service manager, the after-sales service unit manager should make the necessary arrangements to approve the mission fee payment form.

Explanation 11: If the problem is caused by the negligence of the customer, the solution is not covered by the warranty, and the after-sales service unit must be contacted to provide the service. If service is not possible, the device will be sent to the customer.