Our staff engages with customers, learns about their needs, and categorizes and records the things learned for future reference. Customer needs are promptly fed back to the marketing team, which coordinates with technical support to address and resolve these needs. This may include satisfying inquiries about company qualifications, providing product information, or dealing with other requests of a similar nature. In this way, we strengthen communication, establish a connection between the company and the customer, gain valuable insight into target markets, and benefit new product development. Our targeted information also helps our customers better understand our products and services.
Xigu Optical's multi-faceted pre-sales service includes optical cable naming and application, optical network design, communication line engineering survey, and customer training.
Xigu Optical tailors sales to customer needs and offers the following professional solutions: planning for laying optical cable, plans and solutions for maintaining lines, characteristic testing plans, and user manuals for specialized tools.
Xigu Optical's after-sales service works 24/7, 365 days a year. To ensure service calls are answered regardless of the time or day, the head of the company's service system is always just a phone call away at 1-850-296-6299 and the technical support manager at 1-566-493-5904. We also offer support through our website (www.fxoc.com.cn), 400 hotline (400-6190-319), and WeChat business account (QR code on the left). We employ flexible, diverse communication methods to meet all service needs.
1. Xigu Optical has developed three comprehensive after-sales service processes: customer workflow, emergency response, and customer complaint handling. Our professional solutions and services include fault diagnosis and resolution for optical cable lines, safety plans for operations, and equipment for maintenance and use.
2. Warranty Service
1) The warranty period is 24 months and starts from the date the acceptance certificate is signed.
2) During the warranty period, the company repairs any quality issues arising from defects in raw materials or improper manufacturing processes at no charge, sends technicians promptly to the site and covers any resulting economic losses.
3) Outside the warranty period, if the optical cable fails on account of us, we will respond within 30 minutes and dispatch technicians to the site immediately. If the fault has been caused by the customer, we will still send experienced technicians to assist in resolving the issue to ensure that the optical cable is back working smoothly in the shortest time possible.
