Why are you being so annoying? ——A casual talk on the after-sales service of instrument manufacturers

I think Honeywell’s control system offers poor service; there are very few options for customization, which can be quite troublesome for owners

There are some manufacturers that are of poor quality, but many others offer decent service; among foreign manufacturers, some have quite comprehensive after-sales support systems.

Yes, sir, you’re absolutely right. If everyone had your level of awareness, Chinese society would be in a terrible state. I think after-sales service is a serious issue; without it, no matter how good the product is, it’s of no use. But we can’t keep bothering you, and sometimes we hope that the manufacturers can provide on-site service. Is there any good way to solve this problem?

The regular instruments are fine, but those that are used less often present problems when issues arise, such as COD meters and SDI meters.

That weird phrase from the industrial control world – is it you, Old Man Wang? :)

Personally, I feel that sales representatives of instruments from abroad are very diligent, and the agencies they represent are also proactive. If you need information regarding various instruments for purchase, they can bring samples to your company for you to see, which makes communication easier. After purchasing the products and installing them, you can contact technical support by phone, and the explanations provided are quite good; everything is basically outlined in the user manuals and product catalogs. It just takes reading dozens or hundreds of pages to fully understand them. As for on-site installation and troubleshooting services, I’m sorry to say that domestic manufacturers are more accustomed to providing such services, but foreign companies really don’t offer them – at least they have never come to our site to provide after-sales support. As for large petrochemical companies, I’m not sure whether they offer such services or not. Even if they were to provide one, you wouldn’t be able to afford it. Our company has purchased several machining centers imported from abroad; they cost tens of millions. As for the person who comes to do the setup work, it is said that the time starts to be counted from the moment he gets in the car after leaving his home, and all costs are to be borne by you. He works only eight hours, and the amount paid for those two days is enough to cover our monthly salary.

In fact, in many cases it’s due to on-site factors; I once spent 17 hours driving back and forth to Shanxi just to adjust a single parameter. What could be done on site in 10 minutes, the on-site engineer said it took him three days to fix without success; videos were even taken, yet he still insisted that we go to the site. :'(

It’s true that foreign products are expensive, as they actually sell products along with services – and this is something domestic companies should learn from, by treating \"services\" as a commodity that deserves proper attention. As for “why it’s such a mess,” it’s probably because the policies haven’t been properly implemented. Even with the strictest standards for domestic agents to ensure the hardware, who can guarantee the “software” that is service? Can it be considered a characteristic of the national conditions? I think if this happened abroad, those service staff wouldn’t be such jerks, right? There are still differences in values and outlooks on life.

The worst ones are the manufacturers of model 505 – they simply don’t bid at all. If you use it on your aircraft, then you have to use theirs; there’s no other choice – they have the resources to install a 13.

Our views are different, I guess. Produce the best products (monopoly), defeat competitors, and then give you the good (expensive) things to use (so as to make money from you). It is a service. To create a perfect imitation, provide food and drinks and offer bribes; finally, bring in two cheap laborers to the site – that’s also considered a form of service