On the road to entrepreneurship, the stable operation of equipment is crucial. Zhigou Vending Machine is well aware of the importance of after-sales service to entrepreneurs and has built a comprehensive after-sales service system covering daily maintenance to emergency repairs. With professional, efficient, and considerate services, we 保驾护航 every franchisee's entrepreneurial journey, allowing you to focus on business growth without worrying about machine issues.
I. 7×24 Online Response, Problems Solved Anytime
When encountering problems during machine operation, the last thing you want is to be unable to get help. Zhigou has broken the time limit and established a 7×24 online service team. Whether it's early morning or late at night, if you encounter machine failures, system abnormalities, or other issues, you can contact us through multiple channels such as phone calls, online customer service, and APP messages, ensuring that problems are received and handled immediately.
Real-time communication for accurate positioning: The customer service team has received strict training and is familiar with the performance and common problems of various machines. When you report a problem, the customer service will quickly determine the cause by guiding you to describe the phenomenon, send on-site pictures or videos, etc. For example, when you say "the machine is jammed", the customer service will guide you to check if there is any foreign object in the cargo lane and if the goods are placed properly. Most minor problems can be solved immediately during communication, avoiding the time cost of waiting for on-site service.
Priority handling of emergency situations: For urgent problems affecting sales, such as payment system failures and machine startup failures, an "emergency response mechanism" will be activated. The customer service will immediately coordinate technical personnel to intervene, ensuring that a solution is provided within 30 minutes to minimize downtime. Statistics show that the average response time of Zhigou customer service is only 15 seconds, and the first-time problem resolution rate is over 85%.
II. Professional Maintenance Team, Fast On-site Service
For faults that require on-site handling, Zhigou has a professional maintenance team covering the whole country, so you don't have to worry about geographical restrictions. At present, Zhigou has service outlets in more than 300 cities across the country. More than 90% of the regions can achieve "on-site service within 2 hours", and remote areas can also ensure arrival at the scene within 24 hours.
Standardized maintenance process, efficient and reliable: Maintenance technicians all hold professional certification certificates and are familiar with the internal structure and maintenance skills of the entire series of Zhigou machines. Before arriving at the site, they will confirm the fault details with you in advance and prepare the required parts to avoid secondary visits due to incomplete information or missing tools. During the maintenance process, they strictly follow the four-step process of "inspection-information-repair-test": first conduct a comprehensive inspection to determine the fault point, explain the cause of the problem and the maintenance plan to you, carry out maintenance only after obtaining your consent, and test the operation status of the machine on-site after maintenance to ensure it returns to normal before leaving.
Transparent charging standards, no random price increases: All maintenance items and parts prices are open and transparent, informed in advance, and there are no hidden charges. For example, the cost details of replacing the cargo lane motor and repairing the refrigeration system are clearly available. For machines within the warranty period, maintenance costs and parts costs for faults that meet the warranty conditions are fully covered, allowing you to consume clearly.
III. Regular Inspection and Maintenance, Prevent Problems Before They Occur
Rather than waiting for the machine to break down for repair, it's better to do a good job of maintenance in advance. Zhigou has launched an "active inspection" service to conduct a comprehensive "physical examination" for your machine regularly, nipping potential problems in the bud.
Customized maintenance plan: According to factors such as the machine's service life, placement environment, and sales frequency, a customized maintenance plan is formulated for each machine. New machines are inspected once a month in the first 3 months, and then once a quarter; machines placed in special environments with much dust and high humidity have their inspection frequency appropriately increased. Maintenance contents include cleaning internal components, checking circuit safety, debugging refrigeration/heating systems, calibrating payment modules, etc., to ensure that the machine's performance is always in the best state.
Timely feedback of maintenance reports: After each inspection, the maintenance technician will generate a detailed "Maintenance Report", indicating the current status of the machine, small problems that have been handled, follow-up use suggestions, etc., and synchronize it to your APP background. For example, reminding you that "the cargo lane guide rail is slightly worn, it is recommended to apply lubricant when restocking next time" and "the pressure of the refrigeration system is slightly low, refrigerant has been supplemented, and attention should be paid to temperature fluctuations in the future", so that you can have a clear understanding of the machine's condition.
IV. Standby Machine Emergency Service, Uninterrupted Sales
For entrepreneurs who rely on machines to make profits, long-term machine downtime means direct losses. Zhigou has launched a "standby machine emergency" service. When your machine needs to be returned to the factory for repair due to major faults, we will provide you with a standby machine of the same model within 24 hours to ensure that sales are not affected.
Seamless connection and quick replacement: The standby machines have undergone strict debugging and disinfection to ensure that they have the same functions and good condition as your machine. While taking away the faulty machine, the maintenance technician will install the standby machine and help you complete goods transfer, system docking and other operations. The whole process takes no more than 2 hours, so that customers can hardly feel the impact of machine replacement. When the faulty machine is repaired, it will be replaced on-site to minimize your losses.
V. Lifelong Technical Support, Continuous Empowerment for Growth
Zhigou also provides lifelong support for machine technology iteration and function upgrading, ensuring that your equipment keeps up with the development of the industry.
Free system upgrades: Zhigou's intelligent system will regularly push updates to optimize the payment experience, add marketing functions, and improve data analysis capabilities. You can complete the upgrade with just one click on the APP without additional fees. For example, when new functions such as "face recognition payment" and "member points" are added, old machines can also enjoy them synchronously, avoiding equipment obsolescence.
Continuous technical training: In addition to the initial operation training, Zhigou will regularly organize online and offline technical training courses to explain the use of new functions, advanced fault diagnosis and other knowledge. You can also join the "Zhigou Technical Exchange Group" to exchange experience with other franchisees and technical personnel and jointly improve equipment management capabilities.
Choosing Zhigou Vending Machine means not only choosing a high-quality device but also a complete after-sales guarantee system. From daily consultation to emergency repairs, from regular maintenance to technical upgrades, we always stand from your perspective and solve your worries with professional services, allowing you to focus on operation and easily achieve your entrepreneurial goals.
If you want to know more details about after-sales service or have any questions, please feel free to contact Zhigou customer service, and we will provide you with detailed answers.
