After-sales Service Process
—HUAPACK Global Service Guarantee System
Shanghai HUAPACK has built a full-cycle overseas service system covering pre-sales, in-sales and after-sales phases. Ranging from visa application processing and remote support to on-site installation and warranty spare-parts supply, we deliver systematic and standardized service guarantees for customers worldwide.
I. Visa Service
—Ensuring Smooth Arrival of Engineers
The first step of overseas on-site service is to guarantee engineers’ legal and efficient entry into the customer’s country.
HUAPACK assigns dedicated staff to handle visa related matters for overseas assignments. In accordance with visa policies of the customer’s country and region, we prepare invitation letters, assignment letters, qualification certificates and other documents in advance to assist engineers throughout the visa-application procedure.
Service Scope
Assist in preparing a full set of visa application documents
Schedule visa processing in advance based on project timelines
Offer special support according to visa requirements of different countries
Track visa application progress end-to-end to ensure timely issuance
Customer Value: No visa-related delays. Engineers arrive on schedule, and installation & commissioning proceed without delay.
II. Remote Service
—Diagnose First, Dispatch Later
Before dispatching engineers to site, HUAPACK prioritizes remote troubleshooting and technical support to resolve issues at the earliest possible stage, minimizing unnecessary travel waiting time and production downtime losses.
Service Scope
Exported equipment will be equipped with optional IoT remote modules to support the transmission of operational data
Remote parameter adjustment and fault diagnosis by technical specialists
Video-based guidance for on-site customer personnel to perform basic operations
Remote assessment faults level to determine whether on site support is required
Customer Value: Minor issues resolved remotely; assign engineer for major issues. Saving travel time and reducing downtime losses.
III. On-site Installation Service
—Turnkey Delivery to Production Launch
For projects requiring on-site support, HUAPACK dispatches professional engineers to customer’s site to handle entire process– from installation and commissioning to operator training, ensuring equipment is installed on arrival and ready production completion.
Service Scope
On-site equipment installation, commissioning and system integrating testing
Integration with the customer’s production line for full-line linkage commissioning
On-site operator training to ensure independent operation
Support for Site Acceptance Test (SAT) to verify equipment meets production specifications
Assistance with IQ, OQ, PQ, CSV, CE and other certification acceptance procedures
Customer Value: Engineers are on-site to ensure immediate production upon arrival, saving time for customers.
IV. Warranty Period Spare part Service
—Supply Wear parts
HUAPACK maintains a sound spare-parts supply system for overseas customers. Free repair and replacement are provided for non-human-induced damages within the warranty period, ensuring customers have worry-free operation.
Service Scope
12-month Warranty: Free repair and replacement for non-human-made damage during warranty period
Original parts supply: Large spare-parts warehouse at Shanghai headquarters with stock of commonly-used wearing parts
Rapid Response Mechanism: Emergency spare-parts shipped within 24 hours for domestic customers; fast supply for overseas customers via regional agent networks
Remote Guidance: Romote Video-guided customer to replace simple parts
V. Overview of Service Procedures
VI. Service Commitment
Dedicated visa staff: Ensure complete documentation, timely visa issuance, and engineer arrival on-time.
Remote response support: Connected equipment with data feedback, enable minor issues solved remotely.
On site engineering support: Full-responsibility for installation, commissioning, operator training and SAT acceptance.
Reliable spare-part guarantee: 12-month warranty and continuous spare-parts supply for 5-10 years after equipment end-of-production.
Delivering one set equipment to customer is not the end of service, but the beginning.
From visa processing and remote diagnosis to on-site installation and warranty spare-parts, HUAPACK anticipates and prepares for every service step in advance. We fully understand that overseas customers purchase not just a machine, but a guarantee of long-term and stable production.
