Since its founding, Sinovel has always attached great importance to building the highest quality customer service and technical support teams. While working on the implementation of its service integration strategy, Sinovel has built up a strong customer service system. With the service philosophy of "customer orientation and customer satisfaction", the Company has always worked to address every customer need promptly and comprehensively, improving customer satisfaction and loyalty by providing full, professional and prompt services. These services include:
1. Detailed wind resource assessment, micro-siting review, guidance on turbine selection and analysis of power-generating capacity.
2. Technical guidance on installation of onshore, offshore and intertidal wind turbines and technical guidance on acceptance inspection.
3. Commissioning of wind turbines.
4. Data analysis, fault diagnosis and trouble-shooting for wind turbine units.
5. Technical upgrade of the delivered wind turbines.
6. Technical training on field installation, troubleshooting, operation and maintenance for the delivered wind turbines.
7. Commissioned maintenance for wind power projects.
8. Formulation of a customized "spare parts demand plan" for customers and the supply of all the spare parts required for wind turbine operations.
Our service standards:
1. Service staff will provide 24 hour service on site during the warranty period.
2. Service staff will arrive at the site within 12 hours beyond the warranty period.
3. Typical spare parts will be delivered to site within 12 hours upon request and special spare parts within 36 hours.
4. General fault will be eliminated and recovered within 4 hours, and special fault within 12 hours.
5. The operation of wind turbines will be monitored in real time for 7x24h during the warranty period.
6. Technical update service will be provided to products during their service life.
7. 24 hour customer service hotline will be available at all times.
Customer Service Hotline:
On March 1, 2011, SINOVELí»s customer service hotline 400-000-6000 was put into operation, providing 24-hour services across China in the following aspects:
Consultancy on our products, micro site selection for wind power fields, selection of wind turbine types, and transport, installation, maintenance and spare parts supply of wind turbines.
2. Complaints Handling
Handling the customersí»complaints and suggestions on the service quality, turbine performances and supply of spare parts and components.
3. Customer Care
Following up the project service quality, turbine performances, customer feedback handling, customer complaint reply, customer satisfaction survey, and calling back our customers.
With the ultimate goal of providing the most satisfactory services to our customers, SINOVEL is working hard to offer the best services to build a world first-class service team. We look forward to receiving your call at the 400 hotline of SINOVEL.