After-Sale Service

HTMA After-Sales Service

HTMA always adheres to the business philosophy of quality first and service first，we firmly believe that excellent service is the cornerstone of long-term cooperation. We are committed to providing our customers with high-quality, high-performance machines while emphasizing after-sales service to ensure your rights and interests are fully protected. With our reliable technical team, we have confidence to solve your problems and fulfill your needs. 

I. Warranty And Maintenance

HTMA provides a worldwide limited warranty to its customers. All machinery produced by HTMA co. is guaranteed for a period of 12 months or 2,000 hours of operation. During this period, we will provide free repairs or replacement parts service for equipment malfunctions or process defects caused by non-human factors.

Regarding the transportation of compensated spare parts, we offer the following two choices:

(1) Urgent Requirement: If the customer needs urgent spare parts, we will arrange delivery via international express (such as DHL, UPS, TNT, or FedEx, etc.), with the parts expected to arrive at the designated destination within 5-7 working days. Customers are responsible for the express delivery cost.

(2) Regular Demand: If you have a new order demand, we will ship compensated spare parts together with the new machine for you. The shipping cost is free.

II. Technical Support And Training:

(1) Relying on advanced network technology, we have set up 24-hour customer service consulting channels, including email, telephone, online video and web platforms, etc., to realize remote monitoring and diagnosis of the equipment operating status and answer any questions and concerns you may have during use.

(2) HTMA's technical team provides customers with comprehensive technical support. According to customers' needs, we can dispatch our experienced technical team to the customer's location for on-site guidance, maintenance, and operation training, ensuring customers can proficiently operate and maintain the equipment.

III. Regular Follow-Up Service: 

1.Provide Valid Information: 

    When contacting us, please provide valid product 

    information of the equipment you have purchased (such as    

    the factory nameplate information on the body of the vehicle,  

    etc.), enabling us to identify your equipment information and ensure the  

    accuracy and efficiency of service coordination.

    Fault information collection: Learn more about the specific fault          phenomena of the machine from the customer, such as abnormal noise, insufficient power, operation failure, etc.

   Record the time, frequency and possible operation of the fault to provide basic information for subsequent diagnosis and processing

   2. Fault diagnosis and communication

    Remote diagnosis: According to the fault information provided by the        customer, combined with the user manual and technical data of the equipment,   the preliminary remote diagnosis is carried out.

    It is best to provide fault videos or calls for remote communication to learn more about the fault situation.

3.On-site investigation:

    If necessary, send after-sales service personnel to the site for investigation      and understand the failure phenomenon and machine condition on the spot.

    Have in-depth communication with customers to understand the use environment, operating habits and other information of the machine and provide an important reference for subsequent troubleshooting.

    4.  Fault confirmation and handling plan:

    Confirm the cause of the loader's failure according to the results of on-site investigation and remote diagnosis.

    Communicate with customers and discuss feasible solutions, including repair, replacement of accessories, adjustment of parameters, etc.

    Explain the feasibility and expected effect of the treatment plan to the customer to ensure that the customer has a full understanding of the treatment plan.

    5. Supply and guidance of accessories

    Prepare the required accessories and tools according to the treatment plan.

    Ensure that the quality and performance of the accessories meet the requirements of the equipment, and avoid secondary failure caused by accessory problems.

   6. Shipment of accessories:

   According to the customer's requirements, select the appropriate transportation mode and transportation time, and ship the accessories to the location designated by the customer.

   Track the transportation of accessories to ensure that the accessories can reach the customer on time.

   7. Repair and replacement guidance:

   Provide customers with detailed repair and replacement guidance, including operation steps, precautions, safety tips, etc.

    If the customer encounters problems in the repair process, provide technical  support and solutions in time.

    Guide the customer to complete the repair and replacement work, and check the operation of the equipment to ensure that the fault has been completely solved.

Through the above process, after-sales service can provide customers with timely and effective technical support and solutions to ensure that customers get a satisfactory after-sales service experience during use. At the same time, improve the quality and efficiency of after-sales service by constantly summarizing and improving the service process. 

We sincerely thank you for your trust and support.

Looking forward to establishing a long-term and stable cooperative relationship with you!