On May 11, 2022, a new customer found us online. He is a distributor of beauty equipment in Portugal. After browsing our official website and catalog, he finally selected the 3 in 1 far infrared pressotherapy slimming machine (JF064B). On the 13th, the customer had some questions about the operation of the instrument. Our salesman immediately sent a detailed user manual to him and answered the customer’s questions in detail by sending an operation video. Also, we provide CE certificates according to customer’s requirements. Finally, the customer said he was very satisfied and placed an order.
After more than 20 days of sea transportation, the customer received the machine on June 20. However, when he tested the machine, he found that the screen could not work. After we heard this condition, our salesman first contacted the product manager and quality inspector of the factory. She learned that this product has passed the qualification test before leaving the factory. It means that the machine can work before transportation. Based on the situation, our salesman helped the customer to troubleshoot possible faults, and then sent a video of the instrument installation to the customer, asking him to follow the video for installation. Because if it is installed incorrectly, it will also cause the machine to malfunction.
The customer tried again, but the display still didn’t work. Knowing this situation, we asked the customer to take a long video, including the installation of the probes and the condition of the screen. Through the video, we learned that there may be a problem with the screen. Since a customer has purchased this machine from him, for our customers to deliver on time, we promised to send a new screen to him.
Link：How to check pressotherapy machine circuit board
What is more, through the customer feedback, we learned that the display screen problem may be caused by transportation. Aware of this problem, we immediately planned to improve the packaging of this machine. This is to enhance stability during transportation and reduce the probability of instrument damage due to transportation. At the same time, an agreement was signed with the logistics provider to prevent this kind of thing from happening again.
We continued to follow up with the customer and learned that his customers were very satisfied with the machine. The dealer praised our pre-sales and after-sales service, and he decided to pick the 7D Hifu machine (GN250B) and the 2 in 1 hiemt body sculpt machine(GN226D) later.
In Konmison, we will not shirk our responsibilities when encountering problems, but sincerely seek solutions and prevent the same problems from happening again. In this way, we protect the rights and interests of customers and help our customers get the goods successfully. Also, we help customers to solve after-sales problems sincerely. Therefore, we encourage to build up a long-term relationship with customers.