As a state-level hi-tech company specializing in research and develop-ment,supply, service provision of instruments and control systems in water industries, Beijing Tengine Innovation Instruments Co., Ltd provides a whole process consisting of technical consultation, preliminary programme design, customized solution provision, engineering, personnel training and after-sale service. We promise to provide our clients with the latest and the most advanced technology, as well as the best service at the highest performance-price ratio. With leading technical advantages and complete service system, Tengine will satisfy you with an overall solution through high quality products and all-round service.

    As the leading manufacturer of instruments and control systems in water industries in China, Tengine not only strictly control product quality, but emphasize the after-sales service. Under our strict and effective service system, we ensure that clients purchase our products without worries and use them with ease. From research and development, manufacture to  inspection, the product quality is strictly controlled. With service before sales, during sales and after sales, we aim to satisfy our clients to the fullest exten.

    1、Service principles: Sincerity, Initiative,Profession, Efficiency

    2、Service system structure：

     3、Service commitments

           1)  Working interface: After product handing over to client, after-sales service is performed by after-sales service center.

           2)  Service forces: Tengine possesses a professional and experienced engineering team, technical consulting and site services are ready for you at all times.

           3)  Documentation management: Client information files and engineering archive are established by user and service measures are drew up accordingly.

           4)  Personnel training: we provide users with technical data and operation instructions, as well as training of operating personnel at site combined with regular in-plant trainings.

                (1)  Prospective trainees: managers, technicians, operators and maintainers from the user.

                (2)  Training objectives: Make trainees know well about product functions and acquire the ability to operate them independently and to maintain the equipment.

                (3)  Training method

                      a)  In the process of installation and trial run, the buyer needs send suitable staff to participate for understanding product functions, operating measures and resolution of simple faults. Meanwhile, Tengine shall train staff from the buyer to install, debug and maintain the equipment.

                       b)  At the beginning of installation and trial run, Tengine should submit an at-site training plan to the buyer and the buyer may send staff with corresponding experience to participate at the appointed time.

                (4) Scope of training

                       a)  Basic operation and attentions for instruments

                       b)  Debugging, checking and maintenance of instruments

                       c)  Fault prediction and resolution of instruments

         5)  Guarantee period: Guarantee period of product is stipulated in the contract, commonly it is set as 12 months after date of final acceptance by the buyer. During the guarantee period, technical service, maintenance and replacements (including all parts and assemblies for maintenance) shall be provided free of charge by Tengine in case of any damage, fault caused by system defects. Beyond the guarantee period, Tengine will provide free technical consultation and stipendiary services.

         6)  Response time: we would make records immediately after receiving report for repair and render telephonic technical support. Should the telephonic technical support fail to deal with the problem, reply and suggestion must be given in 2 hours. In case of simple fault, local office or agent would reach the site with technical forces in 12 hours. If required, the technician from headquarter would get to the site in 36 hours.

         7)  Spare elements and parts: we have spare elements and parts for all products (purchased product included) in storehouse ready for your requirements. For products that are beyond guarantee period and out of production, we promise to reserve spare elements and parts for 5 years.

         8)  Client’s degree of satification: Customer service center will make regular telephonic surveys on instrument operation status and will meet any reasonable requirement from client.

         9)  We warrant that, from project commencement to final acceptance and during guarantee period, Tengine will complete maintenance work of the project with assistance of local office and agent.

         10)  We are capable to independently undertake maintenance and supply of all products (purchased products included).

    4、Scope of commitments

          1)   Products manufactured by Tengine and acquired by users through proper channels and products purchased by Tengine.

          2）Damages or faults in the following cases shall be out of the scope of commitments：

•   Products that are not supplied by Tengine
•   Damages or faults due to violation of instructions or misuse
•   Damages or faults due to use of elements from other suppliers
•   Damages or faults due to accidents or human errors (including virus, removal, extrusion, clash, scuffing, striking, high temperature, unsuitable voltage input, corrosion and etc.)
•   Damages or faults due to application of non-standard softwares or use of softwares that have not been issued publicly
•   Damages or faults due to force majeure (natural disasters such as earthquake, lightning, fire and social unrests like war and etc.)
•   Other damages or faults not caused by product design, technology, manufacture or quality.