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After-Sales Service Policies Dealers Must Know
2026-03-27
After-Sales Service Policies Dealers Must Know | KINGWAY Diesel Generator Sets
For global diesel generator set dealers, a complete, stable and implementable after-sales service policy is the core guarantee to enhance customer trust, reduce after-sales costs, and expand repeat purchases and referrals. As a professional power equipment manufacturer, KINGWAY provides a standardized, executable and highly guaranteed after-sales service system for global partners, helping dealers easily cope with the whole cycle needs of project delivery, equipment operation and maintenance, fault handling, parts supply and technical support.
This article will clearly explain the official after-sales service policies of KINGWAY diesel generator sets from the dimensions of warranty policy, service scope, fault handling process, parts supply, technical support, return and exchange rules, and training support, providing a complete cooperation guide for global dealers.
Table of Contents
- Warranty Period and Applicable Scope
- Contents Included in Warranty Service
- Exclusions from Warranty
- Global Fault Reporting and Handling Process
- Original Parts Supply System
- Technical Support and Remote Assistance
- Return, Exchange and Order Adjustment Rules
- Exclusive Training and Empowerment for Dealers
- Frequently Asked Questions (FAQ) on After-Sales Service
1. Warranty Period and Applicable Scope
KINGWAY diesel generator sets implement a globally unified standard warranty policy to ensure all end customers enjoy consistent services.
- Standard Warranty: 1 year or 1000 running hours, whichever comes first
- Applicable Models: Full series of diesel generator sets, silent generator sets, Mobile Generator sets, parallel operation units
- Applicable Regions: Dealers and end customers in more than 150 countries and regions worldwide
- Commencement of Warranty: Starts from the date of equipment delivery and completion of installation and commissioning
Note: Damages caused by vulnerable parts, human misoperation, abnormal use or unauthorized modification are not covered by the standard warranty.
2. Contents Included in Warranty Service
During the warranty period, KINGWAY provides the following free services for dealers and customers:
- Equipment fault diagnosis and technical judgment
- Free replacement of non-human damaged parts
- Remote technical guidance and commissioning support
- Coordination of on-site services for major faults (implemented by region)
- Establishment of warranty records and equipment files
- Provision of compliance documents and after-sales certificates
3. Exclusions from Warranty
The following situations are not covered by warranty service, but paid maintenance and parts support are available:
- Use, maintenance and servicing not in accordance with the operation manual
- Unauthorized disassembly, modification or splicing of the unit
- Use of non-original consumables such as engine oil, filters and coolant
- Damage caused by natural disasters, accidents, abnormal voltage or excessive environmental conditions
- Exceeding the warranty period or running hour limit
- Normal wear of vulnerable parts (such as belts, filters, spark plugs, etc.)
4. Global Fault Reporting and Handling Process
To improve response speed, KINGWAY has established a globally unified after-sales process for dealers to complete reporting quickly:
- Dealer submits fault report information (model, serial number, fault phenomenon, running hours, on-site photos/videos)
- Response from after-sales team within 1 hour, diagnosis plan provided within 24 hours
- Remote guidance to eliminate simple faults, parts solutions provided for complex problems
- Arrange rapid delivery for core component faults, air freight support for urgent orders
- Complete follow-up and record filing after fault repair
5. Original Parts Supply System
Stable parts supply is the foundation of long-term service. KINGWAY provides dealers with:
- Full-model original genuine parts, fast delivery from global warehouses
- Stock suggestions and inventory support for common parts
- Transparent and stable parts prices, tiered discounts for long-term cooperation
- Parts quality warranty to eliminate counterfeit risks
- Support for bulk booking and project-specific parts customization
6. Technical Support and Remote Assistance
KINGWAY is equipped with a professional technical team to provide uninterrupted support for dealers:
- 7×24 hours remote online technical consultation
- Installation, commissioning, maintenance and repair video and manual support
- Fault code interpretation and system parameter setting
- Special support for parallel, grid-connected and automatic control systems
- Multi-language service (English, Spanish, French, Russian, Arabic, etc.)
7. Return, Exchange and Order Adjustment Rules
To protect dealers' interests, KINGWAY implements clear return and exchange rules:
- Stock orders: Adjustment can be applied before shipment, no unreasonable return after shipment
- Custom orders: Cancellation, return and exchange are not supported after production starts
- Return and exchange for quality problems: Free replacement or refund with inspection report
- Logistics damage: Submit certificate within 48 hours after receipt, quick replacement or compensation
- Order change: Must be confirmed in writing, subject to factory reply
8. Exclusive Training and Empowerment for Dealers
KINGWAY regards dealers as long-term partners and provides comprehensive after-sales capacity building:
- Offline/online training on new machine commissioning, maintenance process and fault troubleshooting
- Sales and after-sales integrated data package (manuals, videos, PPT, FAQ)
- Marketing and service plan support
- Technical support for large project bidding
- Regular product updates and policy synchronization
9. Frequently Asked Questions (FAQ) on After-Sales Service
1. Can the warranty period be extended?
Yes, for long-term cooperative dealers and large projects, an extended warranty plan can be applied, subject to the contract.
2. How soon can I receive parts after reporting a fault?
Regular parts arrive within 3–7 working days, and urgent orders support 2–3 days expedited air shipping.
3. Can dealers repair by themselves?
Yes, KINGWAY provides complete maintenance guidance and parts, and remote assistance is available for complex faults.
4. Will non-original parts affect the warranty?
Yes, failures caused by using non-original parts are not covered by the warranty.
5. How to check the equipment warranty status?
Provide the model and serial number, and you can quickly inquire through the after-sales email or account manager.
6. How to handle damage during sea transportation?
Submit damage photos and logistics documents within 48 hours after receipt, and KINGWAY will assist with quick compensation and replacement.
7. Do custom units enjoy the same warranty?
Yes, custom units also implement the standard warranty, and special requirements can be agreed in the contract.
8. Is on-site service available?
According to the region and project scale, third-party service network or engineer on-site support can be coordinated.
9. Are maintenance manuals and technical data provided free of charge?
Yes, all data are provided free of charge, and multi-language versions are supported.
10. How to become a KINGWAY authorized after-sales service provider?
Submit application → Qualification review → Training and certification → Authorized listing, enjoy exclusive parts and policy support.
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