Response < 12 Hours | Solution < 24 Hours

Equipment issues happen.
What is far more damaging is this:
when a problem occurs, no one responds—or responsibility is passed around.

We hear this complaint too often from partners: "Once the supplier delivers the product, they disappear. All the pressure and complaints fall on us."

This is not a sustainable partnership.

Our Core Commitment

At Weyuan, after-sales support is not an add-on. It is an extension of our partnership. That is why we operate under three non-negotiable rules:

1. One Contact. Full Responsibility.

You work with one dedicated account manager—for example, me, Rachel.
You do not chase technicians, factories, or logistics teams.
We coordinate everything internally and give you one clear answer.

2. The 12 / 24 Rule

• Within 12 hours: A real response from our team (not an auto-reply).

• Within 24 hours: A clear solution, or A confirmed action plan and timeline.

Time zone differences do not stop the process. We work in relay.

3. Three-Level Technical Support System

Level 1 – Remote Guidance

Installation videos, troubleshooting manuals, and error-code guides. Around 70% of issues can be resolved quickly at this level.

Level 2 – Online Diagnosis

Video calls with our engineers for real-time guidance and diagnosis.

Level 3 – On-Site Support or Fast Parts Delivery

For complex cases, we commit to:

• Engineer on-site support, or

• Shipment of critical replacement parts within 48 hours.

Why This Matters to You

This system is not designed to “look good.”
It is designed to reduce your operational risk and after-sales cost.

Your team should focus on customers and relationships—not act as our unpaid service engineers.

Our shared goal is simple: satisfied hospitals and long-term cooperation.