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Sinotruk Howo |After-sales service commitment for new energy models
Data：2025-01-07 Source：SINOTRUK Pv：
1. Purpose and scope of application
In order to ensure the timely and efficient after-sales service of new energy models, it establishes the vehicle warranty and service commitment of after-sales service of new energy models.
It applies to the warranty provisions and warranty coverage of new energy models produced and sold by Jinan Trucks Co.
2、Related Documents and Terms
New energy models refer to all other energy vehicles except gasoline and diesel engines. Including pure electric, hybrid, hydrogen fuel-powered models.
3、Management content and requirements
3.1 Vehicle warranty and service commitment
3.1.1 The quality warranty period of the whole vehicle is as follows: (calculated based on the invoice date of vehicle purchase)
3.1.2 The warranty period involving the main assemblies of new energy models, such as hydrogen cylinder system, hydrogen fuel cell system, drive motor, motor controller, four-in-one/multi-in-one controller, etc., is 60 months/200,000 kilometers, and the warranty period of the power batteries is 72 months/(rated capacity of batteries*2,800) kWh depending on the capacity; whichever comes first. The quality warranty period of other vehicle parts is subject to the vehicle electronic warranty card or the warranty policy issued in the current year;
3.1.3 The after-sales service of power system, power battery, hydrogen cylinder system, hydrogen fuel cell system and other accessories of the chassis will be carried out jointly by the supporting manufacturers and China National Heavy Duty Truck Corporation (CNHTC); CNHTC will actively coordinate with the customer to establish contact with the relevant suppliers of the power system, power battery, hydrogen cylinder system and hydrogen fuel cell system, so as to provide the customer with good service.
The following items do not belong to the “Quality Warranty Period”:
(a) Vehicles that are not subject to mandatory maintenance according to the vehicle's regulations;
b）Vehicles that are not normal use and change the structure of the vehicle caused by the failure of the vehicle;
(c) Traffic accident vehicles (including driving without a license, illegal vehicle);
(d) Without the company's consent, disassembled or improperly adjusted vehicles caused by failure;
(e) Without the company's consent to disassemble the assembly or components into parts, and can not identify the origin and can not confirm the responsibility and cause analysis of the vehicle;
f) Vehicles involved in accidents handled on their own without the company's consent or identification;
g) Vehicles that have been used to cause malfunction due to improper adjustment or without inspection and adjustment;
(h) Low-value consumable and wear parts (such as electrical, glass, rubber, plastic parts, etc.) Various types of standard parts and bearings;
(i) The odometer is not connected or intentionally change the mileage;
(j) Vehicles or parts damaged due to secondary failure caused by forced driving without stopping the vehicle after a breakdown.
3.2 Service Response Time
3.2.1 Whether during or outside the warranty period, our company will make a service response immediately after receiving the customer's vehicle repair report information.
Out time regulations:
(a) 2 ≤ mileage <50 kilometers, arrive within 2.5 hours (including preparation time);
(b) 50 ≤ mileage <100 kilometers, arrive within 3.5 hours (including preparation time);
c) 100 ≤ mileage <150 kilometers, arrive within 4.5 hours (including preparation time).
If the mileage is ≥150 kilometers, for every 50 kilometers exceeded, the time standard of going out will be delayed by 1 hour, and if it is less than 50 kilometers, it will be calculated according to the standard of 50 kilometers.
3.2.2 Our company promises to provide customers with 7×24 hours all-weather maintenance service.
3.3 Service System Construction
China National Heavy Duty Truck (CNHTC) has a sound and perfect after-sales service organization and service network to ensure that customers have no worries after purchasing vehicles.
3.3.1 China National Heavy Duty Truck Group (CNHTC) has built more than 1,200 professional service stations across the country. Among them, for new energy models, more than 300 professional service stations are planned to be built, and each service station is required to have no less than two service vehicles, and be equipped with special testing equipment for new energy models, so as to escort the operation of new energy vehicles.
3.3.2 China National Heavy Duty Truck (CNHTC) has set up a 24-hour service hotline (4001888666) for repair, consultation and complaint, and its offices and on-site service managers are on standby 24 hours a day to accept customers' technical consultation, service requests and service complaints at any time.
3.4 Service Commitment
3.4.1 One-button repair report and quick response: customers can report repair through Smart Heavy Duty Truck APP, WeChat, 400 phone and other forms, and the order will be taken within 10 minutes.
3.4.2 Expert team, technical support: a strong team of experts, rapid diagnosis of faults, provide the best repair program, and provide lifelong technical support for the entire vehicle.
3.4.3 Time-limited repair, overtime compensation: faulty vehicles
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