An telephone survey on transmissions in China

　　When a vehicle is broken on the way, what shall the customers do? Contact the local service station or dial the hotline of the company, the company after-sales service hotline and technical support hotline will provide good service in time, thus meet the urgent needs of the customers.

　　Transmission is an important part of the commercial vehicle so customers will encounter various technical problems or failures in daily operation. In this service competition, the reporter made secret inquiries at three time intervals on Oct. 20th, i.e. morning, noon and evening respectively on the service hotline and technical hotline of Shaanxi Fast Gear Co., Ltd., ZF Sales & Service (Shanghai) Ltd., Shanxi Datong Gear Group Co., Ltd., Qijiang Gear Driveline Co., Ltd., FAW Herbin Transmission Plant and Chongqing North Benz Transmission Co., Ltd., to see how these gear manufacturers act in their hotline services.

　　800 service hotline more regular

　　In the six transmission manufacturers investigated by the reporter, three open 800 service hotline, respectively Shaanxi Fast Gear Co., Ltd., ZF Sales & Service (Shanghai) Ltd. and Shanxi Datong Gear Group Co., Ltd.. While the service hotlines of the other three manufacturers is the normal fixed telephone.

　　From the point of answering, the service of the companies opening 800 hotline is more regular, the hotline can be reached at three time intervals, i.e. in the morning, at noon and in the evening smoothly, the working personnel could also help the reporter resolve the problems quickly. The answers maked by the companies not opening 800 hotline was not optimistic. No one answered the phone at several time intervals, even the whole day for some companies. No 400 service hotline is set up by all of the six transmission manufacturers. As the customers could not be able to dial the service hotline by fixed telephone on the way, some companies opening 800 hotline also set up the fixed telephone to make the customers convenient for dialing the service hotline with mobile phone.

　　Service attitude generally good

　　During dialing the service hotline by the reporter, all the service person who answered the phone had good attitude, especially the three companies opening 800 hotline. Their working personnel were very professional in the response time of answering the phone, using language etc. showing the good professional accomplishment. Every staff who answered the phone could ask for the needs of the reporter in detail, and were patient in answering the problems or actively provide the contact details to the reporter, help the reporter resolve the problems incurred in the operation of the products.

　　Not optimistic in technical hotline

　　Usually the manufacturers will arrange the technical personnel to be on duty for technical hotline, help the customers resolve the emergencies occurred during the vehicle operation, or instruct the customers to resolve the problems by themselves incurred on the vehicle. But it was found by the reporter in the investigation that the working personnel can contact the engineer or provide the contact way of the engineer when the reporter dial 800 hotline of the companies opening 800 hotline for asking the technical problems. While dialing the technical hotline in the form of fixed telephone published by other companies, no one answered the phone all day long except the technical hotline of Shaanxi Fast Gear Co., Ltd.

　　Since the transmission manufacturers publish the technical hotline, it shall guarantee the normal answering of the technical hotline. It has a big defect in this respect, which needs to be improved further.
Figure 1: the service and technical hotline published by Shaanxi Fast Gear Co., Ltd. on the web is always answered by the working personnel, and their service attitude is very good.

　　Figure 2: while the service hotline of Chongqing North Benz Transmission Co., Ltd. is entirely different from Fast, no one answers the phone all day long.

　　Detailed and earnest in answering technical problems

　　When the reporter dials the service hotline of the six companies, the working personnel of Shaanxi Fast Gear Co., Ltd., ZF Sales & Service (Shanghai) Ltd., Shanxi Datong Gear Group Co., Ltd., Qijiang Gear Driveline Co., Ltd. provided the mobile phone of the service person or the telephone number of engineer in Beijing. The working personnel of FAW Herbin Transmission told the reporter to directly contact the service hotline of FAW Corp. When calling the service hotline of FAW Corp., the working personnel made a simple analysis on the reason of the failure and suggested the reporter to check and repair at the service station. While the service and technical hotline of Chongqing North Benz Transmission Co., Ltd. was not answered all along.

　　In the talk with the service persons or engineers in Beijing of the above four companies, the reporter obviously felt that they had the high service level. When the reporter described some failures of the transmission incurred, all of them could help the reporter analyze the reason of the failure and actively asked the reporter if they met other problems during operation to help them make the accurate judge. In stating the possible problems, they would provide the way of check and repair to the reporter and suggest making the detailed check at the designated repair station.

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