Customer needs and problems faced
Customer needs: A Russian company purchased an engine for industrial production, hoping that it can run stably and ensure the normal operation of the production line.
Problems faced: After installing and running the engine, the customer found that the engine had oil leakage, which not only affected the production efficiency, but also posed a safety hazard. The customer was very worried about this.
Our solution
Quick response: After receiving customer feedback, we immediately arranged for technicians to contact the customer to learn more about the oil leakage and make a preliminary judgment on the possible causes.
Remote guidance: The technicians remotely guided the customer to conduct preliminary inspections and troubleshooting through video links, such as checking the oil line connection and the status of the seals.
On-site service: When remote guidance could not solve the problem, we quickly dispatched experienced engineers to the Russian customer site for inspection and repair.
Troubleshooting: The engineer conducted a comprehensive inspection of the engine and finally determined that the cause of the oil leakage was due to the loosening of the seals due to vibration during transportation.
Complete solution: The engineer replaced the new seals and conducted a comprehensive inspection and debugging of the engine to ensure its normal operation.
Preventive measures: To avoid similar problems from happening again, we recommend that customers strengthen the fixing and protection of the engine during transportation, and provide corresponding operation and maintenance training.
Final effect
Problem solving: The engine oil leakage problem was completely solved, and the customer highly recognized our response speed and technical services.
Customer satisfaction: The customer was very satisfied with our professional ability and service attitude, and expressed that he would continue to maintain long-term cooperation with us.
Brand enhancement: The handling of this incident has enhanced our brand image in the Russian market and laid the foundation for opening up more markets.
Case summary
This case reflects our customer-centric service concept and ability to quickly solve problems. We are always committed to providing customers with high-quality products and services, solving customer problems in a timely manner, protecting customer interests, and achieving win-win development.
