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About HongYu
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After Sales Service Commitment
Promise content:
1. Our company meets the following conditions and assumes corresponding responsibilities:
1.1 Our company has the research and development and production capabilities for pure electric specialized operation vehicles and pure electric specialized trucks, and can provide consumers with comprehensive after-sales and emergency support services. We are responsible for the main responsibility of selling vehicle operation safety, strictly implementing the "Vehicle Production Enterprise and Product Consistency Supervision and Management Measures", ensuring full control of product consistency, and ensuring that the new energy vehicle products produced and sold are consistent with the "Road Motor Vehicle Production Enterprise and Product Announcement".
1.2 Our company will include the construction and maintenance of charging facilities in the sales service system. Before signing the sales vehicle contract with the seller, we will assist consumers in implementing a self use or dedicated charging facility that meets national standards in accordance with the "Interim Measures for the Construction and Operation Management of Electric Vehicle Charging Infrastructure".
1.3 Our company promises to sell all new energy vehicles at the price after deducting national and local subsidies.
2. After sales service capability
2.1 In terms of after-sales service for new energy vehicles produced by our company, we hereby make the following commitments:
Send professional technical and after-sales service engineers in advance to provide professional training to the designated service stations in the vehicle operation area, equip them with corresponding maintenance tools, and establish sufficient spare parts reserves.
Before receiving the vehicle, provide one week of vehicle usage training to the drivers and management personnel of the user unit. After operation, conduct one month of designated training and nanny style service to ensure the normal operation of the vehicle. If necessary, extend or shorten the time according to specific circumstances.
If the number of regional vehicles reaches 20 or more, establish a designated service station in the local area; Arrange one or more on-site service managers to provide on-site services for over 100 units.
The designated service station provides 24-hour rescue services and is ready to provide emergency rescue services to customers at any time. Areas with designated service stations can arrive at the scene within 2 hours. In remote areas or areas without designated service stations, dispatch personnel to the scene within one hour of receiving the call. Reply to the handling plan within 3 * 8 minutes after receiving the repair report. 2 hours for urban areas, 4 hours for suburban areas, and 8 hours for remote areas. Common faults can be repaired within 6 hours, critical assembly faults can be repaired within 48 hours, and rare faults can be repaired within 72 hours.
The quality warranty period for the entire vehicle and powertrain (electric motor, control system, battery, etc.) shall be implemented in accordance with relevant national regulations and standards, while the quality warranty period for traditional components shall be implemented according to our company's quality warranty period. The recycling of batteries shall be carried out in accordance with relevant national regulations and standards. Set up a 24-hour on duty hotline and make it public to users to ensure that someone is on duty 24 hours a day.
Service tracking and follow-up. Establish a tracking and follow-up system, record customer information in detail, conduct follow-up through various means (such as phone calls, letters, emails, etc.), and take remedial measures for dissatisfied users during follow-up. When there are serious issues with product quality, safety, environmental protection, etc., the company activates emergency plans, takes corresponding response measures, and solves the problem according to the service handling process.
The company promises that its after-sales service will not be lower than the requirements of the subsidy policy.
2.2 Warranty period commitment
The warranty period for commercial vehicle drive motors and their controllers, as well as onboard energy storage devices, is 5 years or 200000 kilometers
2.2.1 Three major electricity sources
Power battery: The warranty period for power batteries is 60 months or within 200000 kilometers.
Electric control (main control box): The warranty period for electric control (main control box) is 60 months or within 200000 kilometers.
Drive motor: The warranty for the drive motor assembly is within 60 months or 200000 kilometers.
2.2.2 Small three electricity
The warranty period for the air pump assembly is 36 months or within 100000 kilometers, and maintenance is required every 5000 kilometers.
The warranty for the air conditioning compressor assembly is within 36 months or 100000 kilometers.
The warranty period for the power steering pump assembly is 36 months or less than 100000 kilometers. The warranty period for the vacuum pump assembly is 36 months or within 100000 kilometers.
If we fail to fulfill our commitments or violate relevant regulations, our company voluntarily accepts punishment measures taken by the competent authorities, such as removal of registration, cancellation of eligibility for special license quotas, and financial subsidy support policies. All consequences arising from consumer disputes shall be borne by our company.
Our company promises to provide after-sales service for Hongyu brand new energy vehicles at designated after-sales service outlets.
2.4 The designated sales and maintenance outlets of our company have been determined after multiple screenings and evaluations. The existing after-sales service outlets serve as the carrier of Hengba brand new energy after-sales service, and the service network covers the target new energy promotion and application areas of our company. Sales and service personnel must undergo relevant professional training before they can take up their posts. We require after-sales institutions to effectively provide after-sales service and emergency support capabilities for new energy vehicles, and conduct annual self inspections of outlets and reused products, and submit self inspection reports to the competent authorities.
2.5 Our company has established a new energy vehicle service system, formed a professional service team and network, established service systems and processes, provided professional training to service station personnel in the new energy vehicle operation area, equipped them with corresponding maintenance tools and charging equipment, and established sufficient spare parts reserves.
2.6 Service Items
2.6.1 First Class Customer Service
1) The whole vehicle has a warranty of 60 months or 200000 kilometers for the three major electric components, and the warranty for parts can be found in the "Quality Warranty Manual". The time and mileage are subject to the earlier one.
2) 365 days a year, 365 days a year, 7 * 24 hours a day, providing services to customers anywhere in the car. The 24-hour manual service hotline is: 157 1781 1339.
3) Authorized service stations provide 24-hour emergency rescue services to customers at any time. If there are designated service station areas, they will arrive at the scene within 2 hours. If there are remote areas or areas without designated service stations, personnel will be dispatched to the scene within 1 hour of receiving the user's call. Effectively reduce customer waiting time and provide timely rescue services for customers.
2.6.2 Free Services
1) Free security check service
With the goal of reducing user costs, respecting user interests, and introducing the concept of "maintenance instead of repair" into the after-sales service process. According to the quality assurance regulations, free safety inspections are conducted on incoming vehicles to promptly identify potential hazards and provide thoughtful suggestions to customers, ensuring that the vehicles are always in good working condition, improving driving safety, and providing customers with worry free and value-added service experiences.
2) Free new car running in maintenance service
New car weekly maintenance service free of labor and material fees within 2500-3000 miles or 6 months from the date of self pickup (whichever comes first).
3) Mandatory maintenance service without labor cost
During the warranty period of the entire vehicle, a one-time free labor fee and mandatory maintenance service will be provided when the vehicle reaches 30000 kilometers.
2.6.3 Other Service Items
1) New car file establishment and tracking follow-up
Establish vehicle file information for newly purchased vehicles and conduct telephone follow-up and service consultation and support within 3 months.
2) Service Tracking
Within 3 days after the end of the service, conduct telephone follow-up with customers to inquire about their satisfaction and opinions on the service from existing customers.
3) Accessories Guarantee
Based on the types and quantities of vehicle models in the market, specialized spare parts are pre installed to ensure timely after-sales service for vehicles.
2.7 Emergency Support Capability
Our company has set up a dedicated 24-hour service hotline 157 1781 1339 for new energy vehicle owners (or call sales personnel at distribution outlets to request roadside rescue services. After receiving a customer's call, the dealer will proactively call the rescue number on behalf of the customer), and assign a dedicated person to be responsible for customer inquiries and service consultations related to the use of new energy vehicles around the clock. For customer complaints and questions, our company's dedicated person is responsible for following up on customer complaints and reporting the complaint situation to relevant business departments on the same day. The relevant departments will coordinate with the service center and various business departments in a timely manner to provide support and effectively ensure customer satisfaction.
3. Platform System Introduction
3.1 Platform Compliance Report (see Supporting Material 2)
3.2 Service Agreement between Platform Developer and Operator (see Supporting Materials 3)
3.3 Platform Architecture (Proof Material 4)
3.4 Technical Parameters
At present, there are three trust network links for the new energy monitoring platform of Hubei Hongyu Special Vehicle Co., Ltd., namely China Telecom, China Unicom, and China Mobile. The platform and vehicle access use domain name access, and DNS directional resolution has been carried out for the links of the three operators.
3.5 Login route
The new energy monitoring system of Hubei Hongyu Special Purpose Vehicle Co., Ltd. adopts a B/S structure design. Enterprise users only need to access the internet through a regular computer. To achieve the desired usage effect, please use IE10 or a compatible browser to access it.
3.6 Basic Platform Functions
The new energy monitoring platform is mainly divided into six functional modules: vehicle monitoring, query and statistics, vehicle alarm, vehicle management, data forwarding, and system management.
3.7 Storage time
The data retention time of the new energy monitoring system is 3 years
3.8 Backup Interval
Backup at 2am every day, for less than or equal to 10 days
3.9 Upload Time
Data upload interval of 10 seconds
3.10 Data transmission frequency
Vehicle monitoring data is sent to the remote monitoring center every 10 seconds
3.11 Real time monitoring (collection) of main data
The main data collected by the new energy monitoring system includes: time, brake signal, vehicle speed, geographic coordinates, charging status, battery current, battery SOC, battery temperature, battery maximum temperature, battery minimum temperature, battery voltage, subtotal mileage, total mileage, maximum allowable torque of the battery, battery controller temperature, battery controller bus current, motor speed, remaining driving mileage, ACC status, and other data.
3.12 Introduction to the function of triggering emergency rescue process using system monitoring function
The workflow diagram for triggering the emergency rescue process using the system monitoring function includes the process of assigning login account permissions to the enterprise monitoring platform, the process of collecting information and obtaining it, and the process of receiving, diverting, and responding to information on the enterprise monitoring platform.
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