What ‘On-site service and free replacement parts service’ can buyers get?
On-site service and replacement parts service provides buyers with after-sales solutions and has now expanded to the
following 9 categories on Alibaba.com:
Industrial Machinery
Construction & Building Machinery
Renewable Energy
Commercial Service Equipment
Testing Instrument & Equipment
Material Handling
Vehicles & Transportation
Consumer Electronics
Home Appliances
The seller may offer one or both on-site and free replacement parts services. The details of each service are outlined below:
1. On-site service
The seller provides the buyer with one or more of the following services: installation, repair, and/or maintenance. To check the service(s) available, the buyer can refer to the product details page of the product. Services and additional fees may vary depending on the final terms agreed upon between the seller and buyer.
The seller may use one out of the two service types as outlined below:
a. Service center in the buyer’s local area. The service provider and timeline may vary depending on the product category.
Product category | Service provider | Timeline |
Industrial Machinery, Construction & Building Machinery, Renewable Energy, Commercial Service Equipment, Testing Instrument & Equipment, Material Handling | Seller’s service provider | The seller should respond within 24 hours, start the service within 7 business days, and complete the service within 90 calendar days. |
Local service center | The buyer needs to return the product to the designated local service center. The seller should then provide a service solution within 48 hours, and complete the service within 90 calendar days. | |
Local service center | The buyer needs to return the product to the designated local service center and the seller should complete the service within 21 calendar days. |
b Engineer(s) sent to the buyer's destination. The seller should respond within 24 hours after receiving a service request via email or other official communication channels on Alibaba.com. The service should start within 14 business days and be completed within 90 calendar days.
2. Free replacement parts service
Includes the following services:
a. Free replacement service:
· The seller will provide replacement parts to the buyer for free, subject to the agreement between the two parties. Additional shipping fees may also need to be negotiated.
· The seller should respond within 24 hours after receiving a service request via email or other official communication channels on Alibaba.com.
· Replacement parts will usually be dispatched within 48 hours. (If the replacements are imported or customized, the dispatch time will need to be negotiated between the buyer and seller.)
b. Technical support service:
·The seller will provide online technical support and any relevant supporting documents to the buyer for free.
·The seller should respond within 24 hours after receiving a service request via email or other official communication channels on Alibaba.com.