FAQ
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Q: What about the after-sales service outlets of Damon throughout the country?
A:Damon has established after-sales service offices in Beijing, Shanghai, Guangzhou and Wuhan, with corresponding after-sales (machinery/electricity) service personnel (no fewer than 2 electromechanical engineers in each office) allocated. In case of failure of system equipment on the client site during running, we will arrange service personnel nearby to the site for emergency handling as soon as possible according to the location of the site. Damon established an after-sales center in Huzhou Production Base, which offers nationwide services.
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Q:Is the after-sales service of Damon available during the public holidays, especially during the longer National Day and Spring Festival holidays?
A:During the weekends and public holidays, Damon's 24-hour after-sales hotline service is available for clients. During the longer National Day and Spring Festival holidays, there are personnel on duty in each of Damon's offices to provide hotline service for clients. In case of emergency, Damon may arrange engineers to the site for service according to the actual situation.
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Q:Are there emergency spare parts in Damon's after-sales service offices?
A:According to past experiences, since office employees provided services at the clients' site most of the time, often times, there was usually no one at the office who could deliver spare parts. Therefore, from 2021 onward, no emergency spare parts will be provided in the after-sales offices. Meanwhile, to serve the clients better, Damon After-sales Service Department expands the type and quantity of emergency parts in Huzhou warehouse of after-sales service parts and arranges special personnel to manage them. This ensures that spare parts can be shipped immediately when the clients need it.
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Q:What training services does Damon's after-sales service team provide?
A:Damon's after-sales service team can provide the following training services for clients: training on equipment operation; training on preventive maintenance and care of equipment; training on equipment program backup and WCS maintenance; training on server hardware and software maintenance, and customized trainings for clients, etc.
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Q: How does Damon guarantee the running of equipment during the peak period such as June 18 and Double 11 shopping festivals?
A:Before those peak periods, Damon's after-sales service team will communicate with clients for equipment maintenance and care, repair the equipment failure found, and replace necessary spare parts if necessary, to ensure that the equipment is in good operating state during those periods. In addition, Damon's after-sales service team provides peak-period on-site service for clients, so as to guarantee the clients' production and operation.
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Q: If equipment reconstruction is required after the quality warranty period, what services can Damon's after-sales service team provide?
A:After the quality warranty period, if the clients need to expand, reconstruct and relocate their equipment, upon the request of clients, Damon's after-sales service team will arrange technicians to the site to communicate with clients, provide them with technical support and determine the reconstruction scheme. Meanwhile, Damon's after-sales teams are equipped with after-sales service project managers to realize the whole process management of after-sales projects.
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