I. Service Scope:

After-sales service for entrance and exit equipment mainly includes the following:

1. Equipment Repair: Inspection, repair, and replacement of faulty parts to ensure normal operation of the equipment.

2. Equipment Maintenance: Regular maintenance of the equipment, cleaning internal and external components to extend the equipment’s lifespan.

3. Equipment Upgrade: Providing equipment upgrade services according to customer needs, including hardware and software upgrades to meet evolving customer requirements.

4. Equipment Training: Providing training to customers on equipment use and maintenance, enabling them to operate the equipment proficiently and promptly identify and resolve equipment malfunctions.

5. Equipment Warranty: Providing warranty service for the equipment. Free repair or replacement service is provided for equipment malfunctions occurring within the warranty period.

II. Service Process:

1. Customer Contact: Customers contact our after-sales service center by phone, email, or online, explaining the equipment malfunction or their needs.

2. Fault Diagnosis: After receiving the customer’s repair information, the after-sales service center conducts a preliminary diagnosis based on the fault description and decides whether to dispatch an engineer for on-site service or require the customer to bring the equipment to the after-sales service center.

3. On-site engineer service: Based on customer needs and equipment malfunction, we will arrange for an engineer to provide on-site service. The engineer will troubleshoot and repair the equipment according to the on-site situation to ensure that the equipment is restored to normal operation.

III. Providing Diverse After-Sales Service Options

Remote Technical Support: Utilizing communication methods such as telephone and the internet, we provide customers with technical consultation, fault diagnosis, and solutions. This method allows for rapid response to customer needs and reduces service costs.

On-site Service: For problems requiring on-site resolution, we dispatch technicians to the customer’s location for equipment inspection, fault diagnosis, and repair. This requires service personnel to possess a high degree of professionalism and flexibility.

Return to Manufacturer for Repair: For some complex or serious problems, it may be necessary to send the equipment back to the manufacturer for repair. The manufacturer should ensure the efficiency and quality of the repair process.

Exchange and Return Service: If a product has quality problems or cannot be repaired, we should provide customers with exchange or return services. This helps maintain customer trust and satisfaction.

V. Continuously Improve After-Sales Service Processes and Quality

Customer Feedback: Establish a customer feedback mechanism to collect customer opinions and suggestions in a timely manner. This helps identify problems and continuously improve the quality of after-sales service.

Data Analysis: Analyze after-sales service data to summarize the types, frequency, and effectiveness of solutions to problems. Through data analysis, potential problems and opportunities for improvement can be identified, thereby optimizing after-sales service processes and quality.

Installation

Anyone who bought machines from HOGI can get installation service anytime once he receives the machines, HOGI has a strong installation team who works for customers from all over the world. Our engineers all have much experience in the service for foreign customers, they have served in more than 30 countries. They have assembled many machines, like CNC press brake, Automatic Panel Bender, CNC 4 Roller plate rolling machine,Longitudinal seam welding machine,Laser welding machine, Laser cutting machine and Automatic Production line other metalworking machines.

Before installation service, customers should prepare the requisites in advance, like hydraulic oil, cables, metal sheets, rulers etc. It will largely shorten the installation time and let all the process go well.

Regarding the cost, customer will only assume the airfare and accommodation for every engineer.

The installation process will include the following jobs: Filling hydraulic oil in the machine tank, connecting the cables, checking all tube connections and starting the machine and running the machine in right conditions.

HOGI Team Debugging

Export Equipment Commissioning Plan

To ensure the smooth installation and operation of exported equipment in the target country, a rigorous commissioning plan must be developed. This plan covers pre-commissioning preparation, on-site execution procedures, and follow-up support, with a focus on adaptability commissioning in different international environments.

I. Pre-commissioning Preparation

**Technical Document Review and Adaptation:** Thoroughly review the equipment’s technical parameters, comparing differences in electrical standards such as voltage and frequency between the exporting country and the home country. For example, if the target market voltage is 415V/380V, while the domestic equipment standard is 400V/380V, it is necessary to plan ahead for voltage conversion using a suitable transformer.

**Environmental and Regulatory Research:** Understand the target country’s industrial safety standards, power grid stability, and on-site installation environment requirements, and prepare contingency plans in advance, such as configuring voltage stabilizing equipment for areas with large power grid fluctuations.

**Personnel and Tool Configuration:** Assemble a commissioning team proficient in equipment technology and possessing foreign language communication skills. Prepare the necessary specialized tools, testing instruments (such as multimeters and oscilloscopes), and any necessary voltage converters, adapters, and other special accessories. II. On-site Commissioning Execution Process

**Equipment Initial Inspection and Installation Verification:** Upon arrival at the site, first inspect the equipment’s appearance, mechanical structure, and electrical wiring for integrity, confirming no damage during transportation. Verify the compatibility of the equipment with the local power interface and voltage level; if necessary, immediately install the pre-prepared transformer or adapter.

**Phase-by-Phase Functional Testing:**

**Electrical Safety Testing:** Before powering on, complete insulation tests, grounding verification, and other safety checks. After powering on, use a conversion device to ensure the input voltage is stable and meets equipment requirements, observing for any abnormalities.

**No-Load and Load Operation Testing:** First, run the equipment under no-load conditions to test basic functions and the control system. Then, gradually load it to rated operating conditions, monitoring key parameters such as operating status, temperature, and vibration.

**Performance and Accuracy Calibration:** According to production process requirements, debug the equipment to its optimal operating state, testing whether its speed, accuracy, output stability, and other performance indicators meet the standards.

**Data Recording and Problem Handling:** Record all test data, parameter settings, and abnormal phenomena in detail throughout the process. Any problems discovered should be analyzed immediately and resolved in collaboration with on-site operators and the customer’s technical team to ensure a safe and efficient commissioning process.

III. Post-Commissioning Delivery and Support

Operation Training and Document Transfer: Provide systematic training to the customer’s operation and maintenance personnel to ensure they master equipment operating procedures, daily maintenance points, and basic troubleshooting methods. Transfer a complete commissioning report, equipment manual, and adaptation solution documents.

Trial Operation Tracking and Optimization: After the equipment is officially put into production, maintain remote or on-site tracking support for a period of time, collect initial operating data, and fine-tune parameters as necessary to optimize performance.

Emergency Plan Archiving: Archive special problems encountered during commissioning (such as voltage matching solutions and environmental adaptability adjustments) and corresponding countermeasures into case studies to provide reference for subsequent similar export projects.

HOGI Summary: The key to successful commissioning of exported machines lies in forward-looking preparation, especially in addressing differences in international electrical standards, and rigorous, traceable on-site commissioning execution. A systematic approach can minimize operational risks caused by environmental differences, ensure stable production of equipment overseas, and enhance customer satisfaction and trust in cooperation.

HOGI Training

To enhance competitiveness in overseas markets and build long-term customer relationships, export machinery companies need to develop a systematic customer training service program. This program aims to improve customers’ operational, maintenance, and troubleshooting capabilities through professional training, thereby increasing customer satisfaction and product utilization efficiency.

I. Core Objectives of the Training Program

**Enhancing Customer Professional Skills:** Ensuring that overseas customers’ operators, maintenance personnel, and technicians are proficient in the core functions of the equipment, daily maintenance, and fault diagnosis procedures.

**Strengthening Brand Trust and Loyalty:** Through professional and systematic knowledge transfer, establishing the company’s expert image in overseas markets, deepening customer trust, and promoting long-term cooperation.

**Reducing After-Sales Service Costs:** Empowering customers to independently solve common problems, reducing malfunctions caused by improper operation or lack of basic maintenance, thereby reducing the company’s remote support and on-site repair costs.

**Adapting to Diverse Market Needs:** Providing customized training content and delivery methods tailored to the industry characteristics, customer levels, and cultural differences of different export countries or regions.

HOGI Equipment Training Service Plan

I. Introduction

To ensure our customers can use our equipment efficiently and safely, we have developed this equipment training service plan. This plan aims to help customers fully understand the equipment’s performance, operating methods, and maintenance knowledge through systematic training courses and practical exercises, thereby improving their work efficiency and extending the equipment’s lifespan.

II. Training Objectives

**Familiarize with Equipment Performance:** Enable customers to fully understand the equipment’s various performance indicators and functional characteristics.

**Master Operating Methods:** Ensure customers can skillfully master the correct operating procedures and safety precautions.

**Enhance Maintenance Skills:** Teach customers basic equipment maintenance and troubleshooting methods to reduce equipment failure rates.

**Enhance Safety Awareness:** Cultivate customers’ safety awareness when using the equipment to prevent accidents.

III. Training Content

Equipment Basics

Equipment Overview and Working Principle

Introduction to Main Components and Functions

Performance Indicators and Parameter Explanation
Operating Skills Training

Start-up and Shutdown Procedures

Daily Operation Procedure Demonstration

Handling of Special Situations (e.g., Emergency Shutdown)

Maintenance and Upkeep

Formulating and Implementing Regular Maintenance Plans

Common Troubleshooting Methods and Techniques

Replacing and Inspecting Wear Parts

Safety Management

Explanation of Safe Operating Procedures

Accident Case Analysis

Guidelines for the Use of Personal Protective Equipment

HOGI Repair

After-Sales Service

Professional technical support and comprehensive after-sales service. A large multi-regional after-sales service network, with a complete installation-debugging-training process and 24-hour response!

Free technical upgrades!

HOGI Service Guarantee:

1. Professional Engineering Team: We have a professional after-sales service team. Our engineers have undergone systematic training and possess extensive experience in equipment repair and service.

2. Rapid Response: When customers contact our after-sales service team, we will reply as soon as possible and arrange online engineer service according to the fault situation.

3. Original Parts: We guarantee the provision of original parts to ensure the quality and performance of equipment repair.

4. Equipment Training: We provide training on equipment use and maintenance, enabling customers to operate the equipment proficiently and promptly identify and resolve equipment faults.

5. Equipment Upgrades: We provide equipment upgrade services according to customer needs, including hardware and software upgrades, to meet the ever-changing needs of our customers.

Service Method

During the warranty period, HOGI complies with the Maintenance Services Terms and Conditions and the Limited spare parts Warranty Terms and Conditions to provide free repair services for HOGI related products.

During the warranty period, if the machine spare parts are broken expect human damage, HOGI will send the relevant parts to customer for free. Otherwise, customer should pay for the relevant cost. If the machine problem can not be solved by clients, HOGI will ask local dealer to assist and solve the problem, our service center will provide 24*7 hours per week and online service for HOGI machines users from all over the world.

Our experienced technicians are well equipped to facilitate the diagnostic process. Simple machine problems may be diagnosed over the phone, while complicated situations often require a technician on site to work over the equipment and inspect multiple components for the damage or malfunction.  Once the damage has been assessed, a restoration plan is proposed.