Alibaba On December 21, the International Station announced the change of after-sales service in the machinery industry of the International Station.
The announcement shows that the platform is committed to Alibaba.com The platform has been built as the preferred platform for overseas Class B buyers. In order to better protect the buyer's experience, promote market health, and improve the seller's after-sales performance, the platform has adjusted the definition and service management and control of after-sales service in the machinery industry. This rule change will take effect on December 28, 2021.
The content of this change involves service content, service timeliness, and service management and control.
Among them, the service content is changed from the installation and maintenance service of mechanical products to a service provided by the seller to the buyer who purchases some products in the mechanical industry. Specifically, after the buyer places an order to purchase products with after-sales service marks on the product detail page of Alibaba International Station, the seller promises to follow the After sales Service Specification of this agreement And relevant services required by the relevant rules of the International Station for the buyer after product procurement, including video technical guidance, installation and commissioning (product installation, program commissioning, etc., if any), maintenance and repair (fault detection, parts delivery, parts replacement, etc.) and overseas and local after-sales services.
In addition, with regard to the latest service prescription rules, the first is to send after-sales engineers to visit: the seller will visit the buyer within 14 natural days after confirming the buyer's appointment through email or the official communication tool of the platform; The Seller shall make an effective reply within 48 hours after receiving the Buyer's demand and agree on the method and service content of the engineer service. If the Seller fails to reply or provide a reasonable solution within the time limit, it shall be deemed that the Seller refuses to provide after-sales service for the expatriate engineer.
Second, local service point services: the buyer will provide solutions within 48 hours after confirming the buyer's service appointment through email or the official communication tool of the platform, including video technical guidance, installation and debugging (product installation, program debugging, etc.), maintenance and repair (fault detection, parts delivery, parts replacement, etc.), or engineers' on-site and other local after-sales services. If the seller fails to reply or provide reasonable solutions within the time limit, it shall be deemed that the seller refuses to provide local after-sales service.
Third, after the buyer purchases the after-sales service products, the seller needs to place an order at the buyer's international station payment After success, a one-year service period will be provided, and the service period will be subject to 365 natural days after the successful payment of the buyer's order at the international station. (Source: E-commerce News ）
