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Customer Service Policy


OUR CUSTOMER POLICY

 

1.   Services Available
  • New Ocean Manufacturing Solutions is committed to providing the highest level of support for the technical service. In addition, New Ocean Manufacturing Solutions is also committed to delivering quality services that will enable customers to fully integrated the turnkey solution of the project.
  • We provide basic support to all of our customers to assist with online shopping via our web , product installation and commissioning, maintenance, repair. We also collect and verify defect reports and requests for product improvements. Where possible we will provide fixes and workarounds to reported problems. If you have questions regarding any of our products features or capabilities please let us know and we will do our best to provide the answers.
  • New Ocean Manufacturing Solution also offers the Membership that includes free health check for system for one year and access to premium content, support, and special discounts.
If your needs extend beyond basic support or the services, we also offer professional services that can be quoted and scheduled through our customer service or sales teams. These services include:
  • Factory assessment
  • Design & develop the system integration
  • Spare part repair, maintenance, operation
  • On-site or remote training and education

 

2.   Complaint Handling
This policy only applies to purchases from New Ocean Manufacturing Solutions. If you are not satisfied with our service or staffs, please contact Customer Service Department to be supported. 
  • Step 1: Make a call to our team and describe your problem 
  • Step 2: Check the technical related issue in 24h
  • Step 3: Response customer about the solution in 2 days
  • Step 4: New Ocean review customer satisfaction
 
3.   Customer Service Department
Any ideas, please contact us
​             New Ocean Manufacturing Solutions
             51 Hoàng Việt Street, Ward 4, Tan Binh District, Ho Chi Minh City
            Vietnam, 72000
  • Tel: 08 3811 0385 
  • Fax: 08 3811 0516
4.  Frequently Asked Question
Q1What is sample testing? How does it cost?
=> Answer: Sample testing is a process that New Ocean will receive your sample testing for inspection at our lab room. Our report and sample will be sent back directly at the plant by our customer service team.
Q2How can customer send us your sample test?
=> You could make a call to our office, our delivery team will receive your sample at your office. We will send you back the report and sample directly at your office.
Q3Which activities New Ocean will support customer?
=> We often deliver the health check engineering(off-line) at the factory and hotline, skype, email (online) via Internet
Q4. Which method is used in delivery service? How do we track our purchase order?
=> Answer: 
Q5. How we register a group of engineers joining the training course?
=> Answer
Q6. How is maintenance, repair and operation service after commissioning? 
=> Answer: if your maintenance stamp is not expirate, we offer the free of charge for repair and maintenance. Others, please extend your maintenance service to experience our support.