Coolssmann After-Sales Service
No industry is immune to after-sales challenges—even premium brands like Apple and Mercedes-Benz must navigate these complexities. For us, we export to all area of world, the stakes are particularly high. In many of these markets, labor and repair costs are exceptionally steep, meaning any widespread product defect can result in substantial financial impact for both our company and our valued clients.
Our approach to after-sales service is rooted in prevention rather than reaction. We believe the most effective solution is to eliminate quality issues at their origin—during design, manufacturing, and quality control—rather than addressing them after delivery. This proactive philosophy protects your investment and ensures long-term satisfaction.
Professional Commercial Refrigeration Solutions for Your Business
Quality has always been at the heart of everything we do. With decades of experience serving clients worldwide, we’re pleased to stand behind our products with a comprehensive service commitment.
Our Promise to You Should any unit experience unrepairable damage—such as internal evaporator leakage—we’ll make it right by providing a brand new replacement unit at no charge to you.
Quality Standards We Uphold We align our manufacturing with:
- National and Industrial Standards (GB4706.1, GB/T8059.1)
- Specifications mutually agreed upon in your Proforma Invoice
- A comprehensive three-tier quality classification to better serve you:
- Class A: Safety-related concerns
- Class B: Structural and cooling performance matters
- Class C: Cosmetic imperfections
How We Support You
For Individual Issues (fewer than 5 units): We’ll provide complimentary spare parts for local replacement. We kindly ask that freight costs be covered by the buyer.
For Widespread Issues (verified by third-party inspection): When significant defects impact more than 20% of units (at least 20 sets) in a single shipment, we’ll work with you to arrange product replacement or return, with all associated costs covered by us.
For Batch Quality Concerns (Class A/B issues exceeding 5% and 5+ units): We’ll ship necessary spare parts at our expense, or discuss fair compensation or discount options with you (up to 5% of product value).
LCD Component Care Any defective mainboards, power supplies, or display screens will be replaced promptly. The same support terms outlined above apply.
Warranty Coverage
- Compressor: 2 years
- Complete unit: 1 year (Coverage begins from production completion date)
Please note: Damage occurring during shipping falls outside our warranty coverage, as transportation is beyond our control.
Quality Complaint Resolution Process
We are committed to resolving any quality concerns efficiently and transparently. To ensure accurate diagnosis and swift resolution, we follow a structured approach:
>>>Step 1: Information Gathering
To help us properly assess and address the issue, we kindly request the following documentation:
- Detailed description of
- the quality concern
- Product serial number
- Clear photographs from multiple angles
- Video footage demonstrating the issue
- Third-party repair assessment and invoice (if applicable)
- Operating environment conditions (ambient temperature and humidity)
Your cooperation in providing comprehensive information enables us to expedite the resolution process and deliver the most appropriate solution.
>>>Step 2: Root Cause Analysis
Our technical team will thoroughly analyze the provided information to determine the underlying cause. Based on our findings, we’ll proceed according to one of the following scenarios:
Scenario A: Transportation-Related Damage
If our investigation confirms the issue originated during transit rather than from manufacturing defects, we will:
- Assist you in filing an insurance claim with the carrier
- Provide technical guidance and support for on-site repairs
- Share our expertise to help restore the unit to optimal working condition
Scenario B: Manufacturing Quality Issue
If the problem stems from product quality, we will:
- Implement corrective measures to prevent recurrence in future production
- Honor our warranty commitments as outlined in our service policy
- Process your claim in accordance with the established compensation principles
Additional Support
For issues outside the above scenarios, we’re happy to supply necessary spare parts to facilitate local repairs. Please note that shipping costs for spare parts and local technician fees are the responsibility of the customer.
