Service
Receiving after-sales feedback from customers
Receiving after-sales feedback from customers
1. The salesman receives the customer feedback notification (telephone, fax, e-mail, etc.), immediately records the customer feedback information in detail, and determines the product batch, quantity, undesirable rate, occurrence time, place, sales volume, etc.
2. The salesman will record the detailed information in the Customer Complaint Information Description Form and send it to the Quality Department for analysis.
Problem Product Analysis
1. After receiving feedback from customers, the Quality Department confirms with relevant departments the quantity of raw materials, semi-finished products and finished products in the warehouse, stops production and shipment of products with similar bad problems, and processes them according to the Control Procedure for Non-conforming Products.
2. The quality department, together with the production department, engineering department, customer service department and other relevant departments, carry out experimental analysis, testing, dissecting products of the same batch of products (or samples provided by customers), makes a comprehensive comparative analysis of the product materials, structure, process and testing ability, and finds out the real reasons, which are recorded in the 8D/4D Report.
Post-sale Procedure
1. The quality department confirms the quality of the returned products and specifies the handling methods of the returned products. If the rejected products are treated according to the “Non-conforming Product Control Procedure”, the quality department will record the monthly returned goods handling on the“Return Handling Tracking Table”.
2. Reprocessing of defective returned products shall be arranged by the Ministry of Production for reprocessing.
3. Non-rework treatment shall be determined by the Quality Department as scrap treatment or degradation treatment.
4. The quality department will lead the relevant departments to review and dispose of non-conforming products in time.
5. Relevant expenses incurred in return or exchange of goods shall be decided by the salesman and the customer through consultation.
Post-sale Tracking
1. Short-term effectiveness: If there are no abnormal batches in succession after improvement and no bad feedback from customers is received, the improvement measures are determined to be effective.
2. Long-term Effectiveness: Based on “Customer Satisfaction Management Procedure” to conduct an investigation and evaluation. If the quality, service and related customers are not satisfied, they should be handled according to the Correction and Prevention Control Procedure.
Post-sale Time
Feedback (written or telephone or e-mail) should be given within 2 working days after receiving complaints from customers.
Record Preservation
Customer complaints are summarized in the “Customer complaint analysis report” every month and reported at the monthly meeting of quality. The status and trend of customer complaints are emphatically analyzed by statistical technology.
Return&Warranty
Cancellation
As PCB is a customize product, each board is produced under the customer’s demand. We accept order cancellation before the product is reviewing or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already produced or shipped out.
Returns
For products with quality issues, Huihe Circuits provides replacement or refund options for quality problem. For products with clear evidence shown it is Huihe Circuits’s quality issue or service problem, which includes Huihe Circuits does not follow customer’s Gerber file or special remarks; products quality does not meet the IPC standards or customer’s requirements. We accept returns or refunds,and then customers have the right to apply for a return within 14 days after the receipt of the product.
Refunds
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us.
For products with unclear issue,Huihe Circuits can provide a free quality test which needs customer to send the products back in advance. OnceHuihe Circuits received the product, we will take a test and email you the feedback in 5 working days. We’d like to help you solve the problem.
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Contact Us
- +86 135 3751 8062
- Building 2, Xinda Industrial Park, Luyuan Avenue, Xinfeng County, Ganzhou City, Jiangxi Province