An telephone survey on transmissions in China -General Sur
10:00
◆ Shaanxi Fast Gear Co., Ltd.
When the reporter dialed 800 service hotline provided by Fast, the working personnel answered it rapidly after 5 seconds. As that working personnel was answering another phone at that time, he gave the reporter the tip to wait for a while. After about half a minute, that working personnel began to answer the reporter’s phone, and firstly said “Sorry to have kept you waiting.” When the reporter asked for the service station in Beijing, he told the reporter that the service station in Beijing just moved to other place, he could only provide the phone number, which the reporter can dial for asking the detailed location of service station in Beijing.
◆ ZF Sales & Service (Shanghai) Ltd.
When the reporter dialed 800 service hotline provided by ZF Sales & Service (Shanghai) Ltd., the working personnel answered it rapidly and firstly reported the name of the company, then began to politely ask the reporter what he needed. When the reporter asked for their service station in Beijing, that working personnel quickly found the mobile phone of the service person in Beijing to make the reporter contact.
◆ Shanxi Datong Gear Group Co., Ltd.
12 seconds after dialing the hotline by the reporter, the working personnel answered it. When the reporter told them that the product used was failed, the working personnel quickly asked the area where the reporter was located, and rapidly told the mobile phone of the responsible person in Beijing. Then the reporter called that responsible person, he helped the reporter analyze the possible reasons of the failure, provided the address of the repair station to the reporter, suggested the reporter to make check and repair at the repair station.
◆ Qijiang Gear Driveline Co., Ltd.
No one answered when the reporter dialed the service hotline and the technical hotline.
◆ FAW Herbin Transmission Plant
When the reporter dialed the service hotline of the company, the working personnel answered the phone after the telephone rang for 10 seconds. When the reporter expressed to hope to ask some questions related to the service network, that working personnel told the reporter that he needed to dial the phone of FAW headquarters, then hang up the phone. No one answered the technical hotline.
◆ Chongqing North Benz Transmission Co., Ltd.
No one answered when the reporter dialed the service hotline and the technical hotline.
15:00
◆ Shaanxi Fast Gear Co., Ltd.
When the reporter dialed 800 hotline of Fast, the working personnel answered it quickly, patient to help the reporter resolve the problems. Then the reporter dialed the technical hotline of Fast, the working personnel also answered it rapidly. When the reporter said that the transmission often rebounded to the neutral at 4th gear, that working personnel immediately asked the reporter to check if the 8th gear had the same problem, and asked in detailed about where the problem occurred, at the starting, brake or during driving? At last he told the reporter such problem may be due to the worn sleeve or the loose link, suggested the reporter to make the check and repair at the repair station.
◆ ZF Sales & Service (Shanghai) Ltd.
The reporter dialed 800 service hotline of ZF Sales & Service (Shanghai) Ltd. again, the working personnel did the same as that in the morning, inquired about the demand of the reporter. When the reporter said that the transmission on the vehicle was broken, that working personnel provided the mobile phone of the service engineer in Beijing to the reporter, told the reporter that he could contact the engineer in time to let them help resolve the problems.
◆ Shanxi Datong Gear Group Co., Ltd.
When the reporter dialed the service hotline, the working personnel answered it quickly. When the reporter said the transmission was failed, that working personnel immediately provided the phone number of one engineer. Although that engineer was having a rest in the weekend, he still helped the reporter analyze the reason of failure and told the reporter some solutions for meeting the emergency, then suggested the reporter to go to the repair station for detailed check and repair to guarantee the normal operation of the vehicle.
◆ Qijiang Gear Driveline Co., Ltd.
10 seconds after dialing the hotline by the reporter, the working personnel answered it. The working personnel asked the purpose of the reporter politely and patiently. When the reporter said the transmission on the vehicle was broken, that working personnel provided the mobile phone of the repair person at the service station. The reporter immediately dialed the phone of that repair person, who listed several cases of transmission failure and suggested the reporter to go to the service station, convenient for confirming the failure reason further. Still no one answered the technical hotline.
◆ FAW Herbin Transmission Plant
No one answered both the service hotline and the technical hotline.
◆ Chongqing North Benz Transmission Co., Ltd.
No one answered both the service hotline and the technical hotline.
20:00
◆ Shaanxi Fast Gear Co., Ltd.
When the reporter dialed the service hot line and the technical hotline, the working personnel answered it quickly and patient to answer the technical problems put forward by the reporter.
◆ ZF Sales & Service (Shanghai) Ltd.
When the reporter dialed 800 service hotline, the working personnel answered it after the phone rang twice and politely asked the reporter what he needed.
◆ Shanxi Datong Gear Group Co., Ltd.
The service hotline was still available, the working personnel carefully answered the questions put forward by the reporter and provided the contact way of the repair person.
◆ Qijiang Gear Driveline Co., Ltd.
No one answered both the service hotline and the technical hotline.
◆ FAW Herbin Transmission Plant
No one answered both the service hotline and the technical hotline.
◆ Chongqing North Benz Transmission Co., Ltd.
No one answered both the service hotline and the technical hotline.
General Table on Service Hotline and Technical Hotline of Companies by Secret Inquires
Name of Company Service Hotline Technical Hotline
Shaanxi Fast Gear Co., Ltd. 800-840-9955
029-84630620 029-87779280
ZF Sales & Service (Shanghai) Ltd. 800-810-9669 800-810-9669
Shanxi Datong Gear Group Co., Ltd. 800-806-2208 800-806-2208
Qijiang Gear Driveline Co., Ltd. 023-48609942 023-48609720
FAW Herbin Transmission Plant 0451-86773388 0451-86773355
Chongqing North Benz Transmission Co., Ltd. 023-86501338 023-86501355
Answering the Service Hotline at Each Time Interval
Name of Company 10:00 15:00 20:00
Shaanxi Fast Gear Co., Ltd. answered answered answered
ZF Sales & Service (Shanghai) Ltd. answered answered answered
Shanxi Datong Gear Group Co., Ltd. answered answered answered
Qijiang Gear Driveline Co., Ltd. not answered answered not answered
FAW Herbin Transmission Plant answered not answered not answered
Chongqing North Benz Transmission Co., Ltd. not answered not answered not answered
Answering the Technical Hotline at Each Time Interval
Name of Company 10:00 15:00 20:00
Shaanxi Fast Gear Co., Ltd. answered answered answered
ZF Sales & Service (Shanghai) Ltd. answered answered answered
Shanxi Datong Gear Group Co., Ltd. answered answered answered
Qijiang Gear Driveline Co., Ltd. not answered not answered not answered
FAW Herbin Transmission Plant not answered not answered not answered
Chongqing North Benz Transmission Co., Ltd. not answered not answered not answered
Mark Table of Competition on Hotline Service by Transmission Manufacturers
Name of Company Service Hotline Technical Hotline Answer Technical Problems Service Attitude Total
Shaanxi Fast Gear Co., Ltd. 10 10 9.5 9.5 9.7
ZF Sales & Service (Shanghai) Ltd. 10 10 9.5 9.5 9.7
Shanxi Datong Gear Group Co., Ltd. 9.5 9.5 9.5 9.5 9.5
Qijiang Gear Driveline Co., Ltd. 3 0 9 9 6
FAW Herbin Transmission Plant 3 0 8 8 5.4
Chongqing North Benz Transmission Co., Ltd. 0 0 0 0 0
In this service competition, the reporter respectively make investigation on the service hotline and technical hotline of the six companies and give marks on the service hotline answering, technical hotline answering, technical problems answering and the service attitude of the working personnel, the proportion of the mark is respectively as 0.2, 0.2, 0.3, 0.3.
The competition is only limited to this investigation, not indicating the overall appraisal for the company.
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