المدونة

We offer round-the-clock (24/7) multi-channel technical support for all devices to ensure that your issues are responded to immediately.

Dedicated support email: info@accurl.com (for non-urgent issues and file sending)

Step 1: Problem registration

After the customer contacts us through any channel, we will ask them to provide:

Machine model and serial number

Model of the numerical control system and software version

Screenshots/videos of alarm codes or error messages

Step 2: Hierarchical response

Level 1: Remote Guidance (Solving approximately 70% to 80% of common problems)

Response time: We promise to provide the first reply within 4 to 8 working hours.

Support methods: Troubleshooting guidance can be provided via phone, email or WhatsApp.

Level 2: Online Remote Diagnosis (Solving approximately 15%-20% of complex problems)

Support method: Under the condition of customer consent and ensuring network security, use remote desktop software such as Sunflower to directly connect to the CNC system of the machine.

Advantages: You can view parameters, back up data, and upload updated programs, just like being on the spot. This is a highly efficient and reassuring method for customers.

Level 3: On-site technical service (resolving approximately 5% of hardware or serious malfunctions)

Support method: If the issue cannot be resolved remotely and it is confirmed to be a hardware fault (such as damage to the oil cylinder or servo motor), an engineer will be dispatched to provide on-site service.

Ii. Detailed Explanation of Specific Support Plans

"We offer comprehensive technical support from remote to on-site to ensure your downtime is minimized." "

Remote technical support - Immediate response

Telephone/video guidance: Guide operators to perform basic checks and operations, such as resetting alarms, checking fuses, sensor positions, etc.

Remote desktop connection: As mentioned earlier, this is the most core modern support method.

Spare parts first: If a remote diagnosis detects that a certain module (such as a circuit board or encoder) is damaged, we can immediately arrange for the delivery of spare parts and at the same time guide the customer on how to replace them.

On-site technical support - ultimate guarantee

Applicable scenarios: Major mechanical failures, core components requiring unpacking and repair, or complex precision calibrations.

Dispatch process

Remote diagnosis confirmation requires on-site support.

Provide the engineer's resume and itinerary.

After the engineers arrived, they repaired the faults, debugged the machines and retrained the local operators.

After the warranty period: A per-use charge or an annual service contract will be provided.

Spare parts support - the cornerstone of maintenance

Spare parts warehouse: Inform customers that you have sufficient inventory of commonly used spare parts (circuit boards, sensors, seals, etc.) to ensure prompt delivery.

Shipping method: Depending on the urgency, we offer express logistics options such as DHL, UPS, and FedEx international express. Usually, it takes 3 to 5 days to reach major regions around the world.

Used parts recycling: For some core components, a "trade-in" service can be provided to reduce customer costs.

Iii. How to Effectively Communicate to Customers

Our goal is to offer you a service experience no different from that of local suppliers, or even faster.

We fully understand your concerns about after-sales service. For this reason, we have established a complete three-level technical support system

Level 1: Instant Remote Support: For any questions, please feel free to contact us via WhatsApp or email at any time. We promise to respond within 4 hours and resolve most software and setup issues through remote diagnosis.

The second layer: Rapid spare parts supply: Our warehouse always keeps all commonly used spare parts in stock. Once it is confirmed that a replacement is needed, we will send it out by international express within 24 hours and provide a clear replacement guide.

Layer 3: Professional On-site Service: For complex hardware issues that cannot be resolved remotely, we will dispatch experienced engineers to your factory to ensure that the machines are restored to their best condition. All charges will be transparently quoted in advance.

In addition, before each machine is dispatched, we will record a dedicated debugging and basic operation video to facilitate your team's learning. We believe that reliable after-sales service is the beginning of long-term cooperation.

if you have more ideas, please contact us!

Tel: +86 -18855551088

Email: Info@Accurl.com

Whatsapp/Mobile: +86 -18855551088