Tangshan Haohang Special Vehicle Manufacturing Co., Ltd

New Energy Vehicle After sales Service Commitment

1、 Product Quality Assurance Commitment

1. The quality assurance period for new energy products is 5 years/200000 kilometers, whichever comes first;

2. The company implements a quality management assurance system throughout the entire process from product design and development to marketing and product delivery;

The Quality Management Department has established a relatively complete management process including quality supervision, quality assessment, quality inspection, and quality information feedback.

3. The company strictly operates the procurement, production, inspection, storage and transportation processes in accordance with our company's procedural documents, ensuring that all processes related to product quality are under control and providing various evidence for product quality.

4. The product technical specifications and related product standards shall be strictly implemented in accordance with national standards.

5. The product implements the "three guarantees" policy of return, replacement, and repair.

6. The product implements full lifecycle services.

7. Provide after-sales service strictly in accordance with relevant national laws, regulations, and rules, as well as the content agreed upon by both parties.

8. During the warranty period, if the product is affected by design, process, manufacturing issues or the quality of selected materials

Our company is responsible for promptly sending personnel to inspect, repair, and even replace parts in case of malfunctions or defects, and bearing all necessary expenses. Our company shall bear full responsibility for any faulty or defective supporting parts, whether manufactured by our company or purchased from the market.

2、 After sales service projects and contents

1. Service technical support

1) The company has an after-sales service network in its sales regions across the country, with 400 service hotlines and overseas centers and service stations providing round the clock, all-round, and 24-hour service. We can provide users with repair, maintenance, crisis rescue, fault diagnosis, parts supply, and usage training services.

2) The customer's quality warranty and emergency parts adjustment will be implemented within 2 hours.

3) Suggestions for handling general issues related to visitors, letters, and calls from users and service stations

Clear response should be given within 2 hours, and major issues should be promptly addressed and feedback provided within 24 hours

2. Pre sales service

1) To eliminate defects that may occur during the transportation and storage of new energy vehicles, ensure that all accompanying tools and materials are complete, and provide users with intact commercial vehicles. Please fill out the "Pre sales Service Inspection Form for Commercial Vehicles", "Vehicle Acceptance Form", and "Pre sales Service Fee Statistics Form" as required, sign and affix the required seals from the service station. Malfunctions that are inherent quality issues of the product shall be handled in accordance with the quality warranty regulations.

3. First maintenance of vehicle:

After purchasing a car, customers are required to provide mandatory maintenance and upkeep services to the company's service stations located in various regions within 2000-5000 kilometers according to the prescribed items, which is called first maintenance. If customers do not perform mandatory maintenance on their vehicles according to regulations, their vehicles will no longer be entitled to "warranty services".

4. Vehicle warranty:

During the warranty period, the product should be regularly maintained every 18000-20000 kilometers after the first maintenance.

If customers do not perform regular maintenance on their vehicles according to regulations, their vehicles will no longer be entitled to "warranty services".

5. Outward service

Outward service refers to the process where a customer's vehicle, during the warranty period, experiences a quality malfunction that makes it unsuitable for driving or unable to continue driving to a designated service station for resolution. The service station or XCMG Automotive Service Department personnel are requested to provide outbound rescue services.

6. Customer Follow up

To ensure service quality, understand customer satisfaction and needs for after-sales service work, verify service conditions through phone calls, visits, and other forms, and solicit customer opinions.

3、 After sales parts supply and quality assurance period

1. The company's after-sales service is available at various service outlets across the country, with sufficient spare parts reserves, and provides quality "three guarantees" services for the accessories provided.

2. All new energy spare parts shall be provided with dedicated green channels to meet the needs within 12 hours, and repair and maintenance parts shall be provided at any time to ensure timely service and timely replenishment of spare parts after use.

3. With a nationwide spare parts service network, we strive to meet the full lifecycle service needs.

4. Battery replacements beyond the "three guarantees" period will be supplied at the factory price, but old batteries must be replaced

Recycling must be carried out in accordance with the company's requirements for the recycling and disposal of used power batteries to avoid environmental pollution.

5. Quality assurance period

Provide a 5-year/200000 kilometer warranty period for the entire vehicle, with the following warranty periods for the main components:

4、 Quality information feedback

1. Service information feedback: The contracted technical service station must provide feedback on the handling results of user complaints within 12 hours. If there are issues that cannot be resolved due to technical or other factors, they should be promptly reported to the company's after-sales service department for support.

2. For repair (complaint) information, the authorized technical service station shall submit it to the company's after-sales service department for filing within 12 hours.

3. For major and sudden quality accidents, or quality issues with bulk products or high failure rates, special agreements shall be made

After accurate investigation and identification, the technical service station must provide feedback within 12 hours in the form of a "Quality Information Feedback Form" (two copies, filled out as required, one copy archived by the contracted technical service station, and the other copy transmitted to the company's after-sales service department).

4. Service stations should actively provide feedback on the inventory, market information, and product quality of new energy products in the region

And the status of work quality, improvement suggestions, and improvement measures. And provide feedback in the form of various quality information forms or special letters.

5. The existence of defects in bulk automotive products is a legal reason for the recall of automotive products. Defects refer to situations that generally exist in the same batch, model, or category of automotive products due to design, manufacturing, labeling, and other reasons, which do not comply with national or industry standards to ensure personal and property safety, or other unreasonable dangers that endanger personal and property safety. The company is responsible for product quality and is responsible for recalls.

6. For quality issues of automotive products other than "defects", the company shall bear corresponding legal responsibilities such as repair, replacement, return, and compensation for losses in accordance with laws, administrative regulations, relevant national provisions, and contract agreements such as the Product Quality Law, the Consumer Rights Protection Law, etc.

7. If the company becomes aware of possible defects in automotive products, it shall immediately organize an investigation and analysis. If it is confirmed that the automotive products have defects, the production and sale of defective automotive products shall be immediately stopped, and a recall shall be implemented.

5、 Warranty old parts management (including battery recycling)

1. Main content and scope of application

1) Warranty of old parts is an important basis for analyzing and researching the causes of faults and improving product quality.

2) Effective management of warranty old parts is one of the important aspects for all service stations.

3) Warranty old parts are an important basis for assessing the quality of professional supporting factory products and making secondary claims

4) This regulation applies to all service stations.

2. Maintenance of old parts management

1) Quality warranty old parts should have dedicated warehouses or shelves, which should be stored separately and classified for shelving.

2) Establish accounts and cards, with dedicated personnel responsible for management, to ensure that accounts, cards, and items match. Warranty old parts must be labeled with a 'Old Part Label' and placed in order of classification. The content of the "Old Parts Label" should be filled in item by item, and the handwriting should be clear. The faulty part of the old part should be clearly marked or the reason should be indicated.

3) For the warranty of old parts caused by typical accidents and major quality problems, the first piece or on-site photos must be sent to the company's after-sales service department along with the product technical appraisal form (or information feedback form).

4) In principle, all warranty old parts must be returned in full, and items that are inconvenient to transport may not be returned after obtaining approval from the company's after-sales service department.

5) All returned old parts must be labeled, otherwise the warranty will not be recognized. The after-sales service department of the company will handle the old parts that have not been returned after inspection.

6) Any old parts that need to be returned must be ensured to be intact, and all parts are indispensable. Otherwise, no claims will be made. Before returning the old parts, the logistics documents, pre packaged old parts, and photos of the packaging appearance after packaging need to be sent to the company's after-sales service department.

7) The service station must return the required old parts within the current month (in special circumstances, they must be returned within two months), and attach the "Old Parts Return Acceptance Form".

8) Batteries and other components must be stored, packaged, shipped, and recycled in accordance with national laws and regulations. After being collected by the company, it will be handed over to the supplier for processing.

9) The recycling of power batteries shall be carried out by qualified battery recycling enterprises in accordance with the power battery recycling agreement signed by the company, and information registration shall be carried out in accordance with the requirements of the company's "Power Battery Traceability Management Regulations"

Remember.

6、 Emergency support for major issues

Our company has established an emergency response system for new energy vehicle safety accidents. The company coordinates and deploys various aspects such as organizational support, risk prevention, information warning, information transmission, information classification management, on-site disposal, aftermath handling, hidden danger investigation, and real-time dynamic monitoring. In case of quality, safety, and environmental issues with the products, real-time warning and rapid emergency response can be provided.

唐山浩航特种车制造有限公司