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After-Sales Service Plan
To ensure efficient, professional and reliable after-sales service for clients during the defect liability period and material warranty period, Beijing Ti-King Decoration Engineering Co., Ltd., as the material supplier and installer, assumes full responsibility for these periods, including providing technical and spare parts support and executing all on-site inspections, repairs, and maintenance services.
We commit to providing timely and efficient repair or replacement services for any defects arising from the quality of our materials, workmanship or installation.
Service Stage and Responsibility
Defect Liability Period
Main Services
1. Rapidly respond and resolve of all material or installation-related quality defects
2. Conduct periodic follow-up visits
3. Provide necessary technical guidance
Cost Responsibility
Free (for issues due to material quality, manufacturing or installation)
Warranty Period
Main Services
1. Address material performance failures covered under the warranty.
2. Provide periodic professional inspections (recommended every 2-3 years)
Cost Responsibility
Free (limited to quality issues specified in the warranty document)
Cost by Client (for non-warranty issues, man-made damage, accidents, etc.)
After-Sales Service Details
Defect Liability Period
Rapid Response
Establish dedicated service phone lines and email addresses, supporting communication in Chinese and English.
Upon receiving a client's service request, promptly proceed to the site for verification.
On-site Service
For confirmed material defects requiring on-site handling, our company will dispatch engineers to the site within 48 hours for verification. Materials confirmed to be within the warranty scope will be repaired or replaced free of charge. Required spare parts will be provided free of charge and expedited to the site.
Periodic Follow-up Visits
During the defect liability period, our company will conduct at least one on-site follow-up visit to inspect the overall condition of the materials, gather client feedback, and share a report with the client.
Warranty Period
Warranty Scope and Definition
Coverage: Issues confirmed to be caused by manufacturing defects of materials or failure to meet the technical standards specified in the contract, such as coating peeling, substrate corrosion, cracking, deformation of materials; bolt breakage or loosening, etc.
Exclusions: Issues caused by man-made damage, accidents (e.g., impact, fire, earthquake), force majeure (e.g., sandstorms, extreme weather), and improper operation or maintenance by the client not in accordance with the usage instructions.
Handling Process
Initiate the same rapid response mechanism as during the defect liability period.
If the issue falls within the warranty scope, we will provide free repair/replacement service (including materials and labor). If not, we will provide the client with a detailed inspection report and a chargeable repair quotation.
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Service Process
Step 1
Service Request
The client makes a service request to our company via phone or email, describing the problems, location, and providing relevant photos or videos.
Step 2
Diagnosis and Response
Our technical team responds promptly upon receiving the request. Remote or on-site diagnosis can be conducted to preliminarily determine the cause of the problem.
Step 3
Solution Formulation
Case A: Determined as a warranty issue (material quality defect).Our company immediately initiates the warranty process, organizing spare parts delivery and preparing for on-site service...
Step 4
Client Confirmation
For non-warranty issues, the client shall review the report and quotation, and provide written confirmation accepting the chargeable service.
Step 5
On-site Execution
After obtaining authorization (warranty process approval/client payment), our company will dispatch engineers to the site within the agreed timeframe to perform repair or replacement work.
Step6
Service Completion
After service completion, our engineer will invite the client for on-site acceptance and signs the "Service Confirmation Form."
Step7
Reporting and Archiving
Within three working days after service completion, our company will submit a comprehensive "After-Sales Service Report" to the client and keep all records of this service for future reference.
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