1. We will reply in time with regard to the service requests of quality, construction and operation of our products. We will arrive at the scene within 24 hours.
    2. We supply 2 years guarantee from the date of use. During the period, if there is breaking off not due to seller, we will arrive the scene within 24 hours and restore within 10 days for free. Damages for artificial reasons requiring replacement will be fixed within 10 days. After guarantee period, if there is abnormal situations that are proved to be non-artificial, we will replace or restore as quickly as possible.
    3. When client receives our products, we can dispatch professional technicians to instruct installation and debugging. We deal with destruction and scarcities and fully take charge of quality.

    We promise “serve clients heart and soul” in order to realize our quality guideline of “never  be content”, to progress our service, and to meet dynamic market. This is our start point, objectives and criterion. We would like to engage in provide better value for clients with customers’ support and cooperation.
    Customer service department works under ISO 9001 system. To clarify work procedure, enhance communication, we promise:
    1. Customer service is considered as most important position to STEC. We will ensure manpower, material resources and financial aspects to make high quality service.
    2. The development, production and sales of SDGI-STEC strictly obey ISO9001 quality system, which have made the good foundation for customer service.
    3. Contract Transaction.
      3.1. The customer service department of STEC distributes the contracts to the area service managers by customers’ area.
      3.2. After receive the contracts, the area service manager will contact the customers and inform the specific details, as the contact way of very person who carry out the contracts and so on.
      3.3. Customers can inquire about the projects anytime, something like stock up, consignment schedule, consignment details, superintendence plan and invoice requirement and so on.
      3.4. We ensure that the problems or requirements from the customers will be responded in a working-day, and solve the problems as soon as possible. If we can’t resolve, a notice will be sent in two working-days.
    4. Scene technique service.
      4.1. According to the prescripts of contracts or requirements from customers, customer service department will support the services below:
      Installation and project superintendence for new equipment
      Scene maintenance for fixed equipment
      Generally, customer should inform the specific arrival time to the customer service department two weeks forward. We will arrive at the scene to direct the work on time.
      4.2. In the urgent situation as LOC is discontinuous: if the city has nonstop flight, we will arrive at the scene in 48 hours after receive the user’s notice; if not, we will arrive at the scene in 72 hours, because of changing the other transportation.
    5. Technique Cconsultation.
      5.1. Customer service department takes charge of responding users about the technique problems in application.
      5.2. General technique problems should be responded immediately.
      5.3. Some special problems which need experiment in manufactory should be responded satisfactorily in 3 working-days; if we can’t solve the problems, we should notify the user during this time.
    6. Equipment Service.
      6.1. Customer service department is charged of all the servicing for STEC’s distribution equipments.
      6.2. Service is carried through in accordance with “equipment servicing items”.
      6.3. For the individual demand, customer could choose the services bellow:
Posthaste replacing service: When communication system occurs error and no standby pieces, you can apply for it (paid). If the problem of equipment is found by our engineer during the project installation at the scene, he will send a written report to STEC. Then the service is free. Customer service department will post the intact pieces to the user in 24 hours after received the report. Customer should post the original piece back in 7 days, or we will charge it according to the quoted price.
      6.4. Out guaranteed repair service: it is paid according to the state of pieces. Customer can choose posthaste replacing service; we will charge more based on former upkeep. If you want to know more, please contact with customer service department. The telephone Number is 0755-83117818.
    7. Appeal Transaction.
      7.1. Customers can appeal us if there is any problem or discontent during the process of contract transaction. As delivery delay, goods shortage, delivery wrong goods, equipment quality, engineering quality, customer service, etc. Telephone number : （0755-83113542）
      7.2. Each appeal can be responded in two working-days, after we received the telephone or fax from the customer. The mistakes which belong to STEC and need remediation will be solved in three working- days.
    8. In order to offer shortcut service, STEC has set up Beijing office, which customers can contact us more conveniently.

Contact Us

Beijing Office:
    Telephone：010-84227241  84220437  84220438  84227242
    Fax: 010-84227242

You can contact us by dialing 24 hours service hot-line. Telephone number: 0755-83117818.

    1. All products conform with the standards set by customers (or agreement), and we assure quality and capability.
    2. We will reply and deal with any questions and problems raised by customers within 3 working days.
    3. Our quality guideline is: we pursue continuously improved quality management, we aim for better product quality, and we wish satisfy every customer.
    4. Satisfaction rate is one of the most important factor when we execute ISO 9001 system.