HEGII, since its establishment in 1998, has insisted on pursuing sanitary nature, focusing on developing high-quality products and striving to create perfect customer experience.
Products serve the people, services need communicate with the people. So HEGII upholds a people-oriented, customer-centric philosophy to serve customers: holistic customer care system provides users with 7×24 hours lifelong full-service.
HEGII has over 3,000 outlets across the country to provide its customers with convenient services, and value-added services such as ultra-long service cycle, free repair and maintenance allow users to experience the reliable service system of HEGII.
HEGII provides high-quality products and worry-free services in accordance with one criterion, three satisfactions, five controls and zero complaint service systems during serving customers.
HEGII is committed to improve the quality of people’s life through our high-quality products and intimate services since its foundation. Customer’s satisfaction is the biggest force to our advancement, as well as the only standard to examine our work. Whether it is pre-sales consultation, in-sale installation, or after-sales service, HEGII always communicates with its customers on the principle of putting customer first, and provides targeted services for customers with a professional and efficient attitude, making each choice of HEGII feels satisfied.
HEGII satisfies its customers from the three dimensions of service time, service process and service results.
Time satisfaction: HEGII allows its customers to make a flexible appointment time in accordance with their conditions, and offers on-time on-site services and quick response through the 400 hotline.
Process satisfaction: HEGII offers CRM app for customers to dynamically follow service request, and supervises service quality through service information sharing, transparent charging standard, one-time installation and maintenance, and feedback after service.
Result satisfaction: HEGII ensures that customers are satisfied with the service results by relying on its 400 service quality evaluation system and the whole process supervision on service quality.
HEGII is responsible for its customers ranging from product selection, delivery and after-sales repairing and maintenance.
Design: HEGII has equipped with sanitary space design software enabling the customers initially enjoy the DIY process of selecting and installing products, and display the final real sanitary room. At the meantime, HEGII professional designers will provide customized product mix and assembly solutions only for your house.
Delivery and installation: HEGII assigns dealers to supply customers with worry-free one-stop services after buying, covering delivery and installation.
Repair: HEGII offers lifelong repair service for its products. Smart toilet has a long six-year warranty period, HEGII will appoint certified professional after-sales engineers to provide service for you.
Maintenance: HEGII has specially prepared personalized value-added service for customers, which is called “red-carpet service”, customers who has purchased our products more than one year can experience free on-site repair and maintenance service.
Services are no endless, HEGII aims to achieve zero complaints of service. No matter anytime and anywhere, HEGII always upholds professional, sincere, reliable and valued service beliefs for customers to provide high-quality services by depending on professional engineers and leading management system; standing on the customers’ side to solve their practical problems; trusting in customers and pursuing long-term partnership with them; focusing on customers to create more value for them.
| 产品类型 | 产品细分 | 质保期限 |
|---|---|---|
| 智能 | 智能盖板 | 6年 |
| 智能一体机 | 6年 | |
| 感应龙头 | 2年 | |
| 感应冲洗阀 | 2年 | |
| 陶瓷 | 蹲便器 | 5年 |
| 拖把池 | 5年 | |
| 小便斗 | 5年 | |
| 陶瓷台盆 | 5年 | |
| 连体坐便器 | 5年 | |
| 龙头 | 面盆龙头 | 3年 |
| 厨房龙头 | 3年 | |
| 花洒 | 花洒 | 3年 |
| 浴缸 | 浴缸 | 3年（电子件2年） |
| 浴室柜 | 浴室柜 | 3年 |
| 洗衣柜 | 3年 | |
| 淋浴房 | 淋浴房 | 3年 |
| 公共配套 | 扶手 | 2年 |
| 水箱 | 2年 | |
| 挂件 | 2年 | |
| 地漏 | 2年 | |
| 菜盆 | 2年 | |
| 冲洗阀 | 2年 | |
| 角阀/下水器/软管 | 2年 | |
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说明： 2016年9月后销售的智能盖板、智能一体机保修 6 年； 2016年9月前销售的智能盖板、智能一体机保修 2年； 工程产品（保修期按合同执行）； 属于下列情况之一者，实行收费修理： 1、消费者因日常使用、维护、保管等不当造成损坏的； 2、非恒洁授权服务机构人员拆动造成损坏的； 3、保修凭证与购买发票（凭证）上的型号与修理产品型号不符或者涂改的； 4、未按说明书的要求操作产品所引起的故障； 5、因移动或跌落而造成的故障、划伤或破损； 6、顾客自行改装或加装其他功能或设备后出现故障； 7、由于地震、火灾、雷击及其他天灾、公害、气害（如液化气）、盐害及异常电压等原因造成的故障损坏。 注：在保修期内产品发生损坏需要得到服务维修时，请持购买发票（凭证）前往恒洁服务网点，或致电全国服务热线400-833-1350要求服务。 |
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| 维修级别 | 服务项目 | 人工费 |
|---|---|---|
| 咨询类 | 上门咨询、讲解到位 | 40元 |
| 小修 | 智能马桶类（盖板）：更换遥控器、进水三通、过滤器、电磁阀； | 60元 |
| 浴室柜类：更换门板、铰链、拉手、抽屉、导轨,调整铰链、各类松动等; | ||
| 蹲便器类：更换水箱、水件；调整水件漏水； | ||
| 小五金类：快开类更换阀芯，花洒备件、起泡器、弹跳芯、把手、十字沉头螺钉、出水接头、装饰扣、上下水软管；各类松动漏水调试或胶圈、更换阀芯压帽； | ||
| 淋浴房类：更换(调整)把手、挂钩、防水胶条、补胶更换装饰盖。 | ||
| 中修 | 感应类：更换（调整）感应龙头控制组、电控阀、更换ups电源、电池、感应模块、控制盒组件、感应器壳体； | 80元 |
| 马桶类：更换（调整）阻尼器、马桶盖、水件、水箱按键、水箱盖、底部补胶、盖板水件松动漏水调整； | ||
| 智能马桶（盖板）：更换（调整）电源线、座圈、座盖、喷枪组件、显示盒组件、阻尼器、旋钮（按键板）组件、接收盒组件、烘干组件、除臭组件、各装饰件、冲洗电磁阀组件、机芯内部电磁阀； | ||
| 浴室柜类：更换（调整）镜柜、侧柜、主柜、台面、柜脚、进水角阀、下水软管、镜灯； | ||
| 大五金类：更换（调整）阀芯、主体、分水阀体、直管、弯管、S接头、提拉杆； | ||
| 淋浴房类：调整异响、更换滑轮、拉杆、铰链、墙夹等。 | ||
| 大修 | 马桶类：更换移位器、法兰、陶瓷体、重装陶瓷体； | 120元 |
| 浴室柜类：更换地漏、做开槽、防水处理、门板喷漆; | ||
| 淋浴房类：更换（调整）型材、门玻、石基，安装问题重新拆装； | ||
| 智能马桶类（盖板）：更换（调整）主控板、电源板、即热加热器、齿轮箱、储热式水箱、隐藏式水箱、放水机构； | ||
| 浴缸类：更换（调整）电机、水泵、管道、加热器、裙边、浴缸主体、控制盒、显示屏。 | ||
| 其他 | 淋浴房：更换防爆膜。 | 300元 |
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说明： ① 15公里（含15公里）以内的用户免上门费，如超出15公里超出部分按每公里1.5元收取上门交通费。公里数计算均指单程距离； ② 同一次维修，维修多个项目，按单项最高人工费收取； ③ 工程项目维修收费按以上基准0.8系数计算； ④ 恒洁产品保修年限，以恒洁官方公布服务承诺书为准； ⑤ 如因非品质原因造成的维修，依照本收费标准进行有偿服务（含配件）； ⑥ 以上未列出项目与用户沟通协商，涉及收费的不得高于市场行业标准或当地物价部门规定标准。 关于保修期外的定义 1、保修期外是指产品超出了恒洁公司承诺的免费保修、保养时间周期； 2、产品因消费者使用、日常保养维护、保管不当导致产品坏损； 3、产品因不可抗因素导致产品坏损； 保修期外服务收费基准 1、保修期外服务：恒洁服务网点为消费者提供的超出免费保修时间或保修范围的售后维修及增值服务。 2、保修期外服务费 = 上门费 + 人工费 + 零配件费 上门费：从恒洁服务网点到消费者家路途产生的单程交通费。 零配件费：恒洁服务网点在维修产品时为消费者更换下的零配件费用。服务网点对消费者的零配件收费不得超出恒洁公司规定的收费标准。 ① 如当地物价局有相关收费标准，且恒洁收费基准高于当地标准时，则请遵从当地物价局规定的保修期外收费标准； ② 恒洁全国服务监督热线：400-833-1350 |
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