Shanghai Shenlong Bus Co., Ltd. (hereinafter referred to as: SUNLONG) has its overseas after-sale service for SUNLONG products managed by the Customer Service Division of Overseas Marketing & Sales Company (hereinafter referred to as: Customer Service Division). SUNLONG overseas service system is composed of SUNLONG Customer Service Division, Overseas Marketing & Sales Company, Authorized Service Shop and Authorized Accessories Dealer.
Customer Service Division is responsible for the service planning, management, supervision and support; Overseas Marketing & Sales Company, Authorized Service Shop and Authorized Accessories Dealer are responsible for the provision of service within the corresponding region.
Personalized self-service with characteristics: during delivery, provide customers training on the vehicle operation and maintenance; customers are encouraged to provide feedback on issues associated with the vehicle; in the meantime, special person will be arranged to visit customers to get feedback on the product performance during the initial operation and customers’ service demand.
Emergency service: Customer Service Division is responsible for the general coordination of customers’ vehicle emergency service; Overseas Marketing & Sales Company,and Authorized Service Shop are both capable of providing 24/7 emergency service.
Online service: the Authorized Service Shop shall be present in all regions of SUNLONG Bus; businesses of the service shop are managed and supervised by SUNLONG Customer Service Division and Overseas Marketing & Sales Company. The Authorized Service Shop is mainly responsible for providing customers technical consultation, accessories supply, vehicle maintenance, warranty and emergency service.
“To create value beyond customers’ expectation and exceed prevailing service standard”.
Parallel with provision of quality and high-performance product, SUNLONG Company attaches great importance to quality service and takes service as a kind of product extension. SUNLONG is ready to further explore and consolidate market through service and create value for customers; provide service that can better meet customers’ service demand; forge SUNLONG service brand through customers’ perceptible service.
To be a good helper and advisor so that customers’ investment is worthwhile
● To select vehicle model;
● To recommend product upon customers’ special requirements;
● To train technician for customers;
Service during sales:
● Based on product model, attach great importance to product operation and maintenance training and make sure that customers can get familiar with operation procedure and performance of SUNLONG Bus product;
● Accompany customer during test drive, and provide relevant documentations
● Introduce to customers SUNLONG service system
● Conduct PDI check before delivery
● Professional After-sale service engineer will be arranged to contact customers (field visit or by call) to know the vehicle state and customers’ service demand;
● For the fleet purchaser or based on sales contract, professional service engineer during the initial operation period will be arranged to provide follow up service and make customers rest assured;
● Periodically conduct field visit to find out and resolve problems in a timely manner;
● Remove vehicle faults rapidly and actively;
● Provide customers advice on vehicle maintenance techniques;
● SUNLONG and all of its service shops are ready to provide 24/7 service;
● Customers’ calls and letters will be responded within 24 hours;
● Customers’ repair and spare request will be responded within 24 hours;
● Upon receipt of customers’ fault rescue request, SUNLONG Bus or authorized service shop will have its personnel available within 8 hours (negotiations with customers in case of remote area).