The commitment to customers
1)Nationwide uniform customer service hotline 4007003088 will be available for handling customer’s consultancy, complaints and recommendations on quality of product.
2)Time limit for handling: reply to be made within 8 hours, solution to be made within 48 hours
3)Working time: 08:00-21：00 (on-duty through legal holidays and festivals)
In order to safeguard the legal interest of the consumers and provide “worry-free” use of motorcycle, this service commitment is developed hereby in accordance with national regulations concerned and industry criteria as well as in combination with the circumstances of cineco electric motorcycle.
1)The dealer/repair shop offers free-of-charge services and provides accessories covered in warranty provided any quality issues occur within warranty period and are in compliance with Zongshen’s warranty criteria.
2)Provide product quality insurance worth RMB 30,000 yuan. For damage to the users as a result of quality issues, Zongshen offers compensation (electric motorcycle is within warranty period and in compliance with requirements for insurance claim)
3)Identification criteria for warranty and scope of warranty: see warranty criteria regarding cineco electric motorcycle for details
3.Please use original parts in order to set your electric motorcycle at the best. The use of parts that are not originally exclusive to cineco may have effect on performance and reliability of quality. The troubles and damage arising therefrom may disqualify you for receiving “warranty” quality assurance provided by Zongshen.
Instruction of cineco-related services for the year of 2016
1.Aftersales services regarding cineco are provided by means of Zongshen fuel-driven two-wheel motorcycle aftersales service premium platform.
2.To promote featured service programs under Zongshen’s Leifeng-style service and to create modelled service market.
Service policies for cineco electric motorcycle for the year of 2016
Professional Earnest Quick
1.Policy regarding repair expenses
1)Settlement standard: RMB 20 yuan per unit
2)Principle of settlement: settled by user’s file
3)Method of cashing: the part reserve to be settled is presented on the current account of the plant and dealers. The dealer uploads demand planning for part reserve within 3 months as of the settlement date against which part reserve is charged.
2.Policies regarding part guarantee
1）Parts delivered as priority: the service management department arranges the delivery of vulnerable parts along with the complete motorcycles for the first batch of orders of models. Based on the principle of reserving 2 sets of vulnerable parts for more than 5 motorcycles of a single model and 4 sets of vulnerable parts for more than 20 motorcycles of a single model, the dealers shall purchase the parts first, and refund the ones that remain new unconditionally and enter it in account book within 6 months.
2）Preparation of parts: Zongshen carries out part reserve for all models and responds quickly to demand of parts. Response can be made to more than 95% of regular part orders within 5 days; supplementary delivery occurs within 7 days. Supplementary delivery shall occur absolutely within 7 days.
3）Management of part orders: part orders are managed by Zongshen’s special officer who is responsible for receiving, registering, carrying out plan, tracking delivery of parts, inquiring and creating standing book as well.
4）Respond to urgent orders/complaints: establish “green passage” with quick response to urgent orders; response made to regular part within a working day and delivered via express delivery, such as EMS, China Railway Express, air cargo etc.
5）Cash deposit for parts: Cash deposit of RMB 5,000 yuan paid to ensure quick respond to part orders.
6）Means of payment: paid by month, debt zeroed at end of each month (the premise is that it must be within the scope of cash deposit and part reserve. Return the extra part of amount)
7）Mark-up principle of retail dealer：
Mark-up for critical parts and large-sized metal parts ≤15% (Critical parts refer to motor, controller, charger and battery)
Mark-up for electrical parts ≤20%
Mark-up for body shell≤25%
Mark-up for other parts ≤30%
3.Policies regarding construction of repair shop
For dealers with demand for construction of repair shop, written application can be submitted and Zongshen provides support for the construction of repair shop. Basic requirements as follows:
1）Separate repair shop with an area of over 15m2
2）cineco electric motorcycle predominates among the brands on sale.
3）More than 60 units sold each year
4）Professional repair technicians are ready
5）Reserve of more than RMB 5,000 yuan
4.Featured service policies
1)Nationwide warranty service: if any trouble occurs within warranty period as user uses the motorcycle across regions, the user is allowed to enjoy warranty services at an adjacent repair shop;
2)Spare motorcycle: if the user’s motorcycle does not work properly due to performance trouble and such trouble can not be fixed until needed parts or technicians are ready, spare motorcycles are offered to the user.
3)Emergency assistance: if the user can not continue riding during the trip due to performance trouble, the plant will dispatch an adjacent dealer to conduct emergency assistance;
5.Policies regarding information processing
1）Feedback on quality of product:
A、Dealers/personnel in charge of an area shall take the initiative to provide feedback on quality of product as required by Zongshen so that Zongshen will improve quality of product in response to the feedback.
B、Timeframe for processing:
◆ General quality issues are closed within 3 working days.
◆ Regarding some major quality issues, preliminary solution will be ready within 24 hours and final solution will be ready within 48 hours.
C、Responsibility of costs
◆ Any claim for compensation arising from quality issues shall be the responsibility of the plant.
◆ In case of any refund arising from quality issues, shipping costs generated therefrom shall be assumed by the plant.
2）Handling damaged parts
A、The replacement of damaged parts is subject to dealers’ own determination to either supplement delivery or enter in account book. Principally, damaged parts can be scrapped on site other than some valuable parts including motor, instrument and other which shall be returned for identification with report attached before entering in account book.
B、The dealer shall provide at least a picture proving the fact that damage to the parts arise from packing issues or quality issues. The picture shall be complete and clear;
C、Timeframe for signature and approval: 3 working days.
3）Handling missing parts or lack of parts
A、Upon verification of declaration for missing or lack of complete motorcycles/parts, the plant will directly conduct supplementary delivery free of charge without a separate order plan.
B、Timeframe for signature and approval: 2 working days.
A、In case the dealers or users lose or destroy the qualification certificate/insurance sheet/warranty manual, remaking fees are assumed by the dealers or users.
B、The data to be printed on the qualification certificate is not consistent with the physical motorcycle or qualification certificate number is incorrect, the dealers shall return the old one for a new one.
5）Handling major quality issues
A、The dealers shall fill in Declaration form for major quality issues regarding cineco electric motorcycle and submit it to Zongshen in case trip or burning and other accident occurs due to quality issues within warranty period.
B、Information concerning declaration shall be presented and submitted as required.
6.Policies regarding warranty
1）The warranty period regarding complete motorcycle expires in one year and the one regarding motor expires in 3 years. The detailed warranty period is subject to Warranty criteria regarding cineco electric motorcycle.
2）Entering in account book is applied to parts covered under warranty (a new order shall be made for new demand of parts instead of replacing the old with the new). The amount entered in account book can be spent on purchasing any part of electric motorcycle.
7.Policies regarding product recall
1)Zongshen conducts recall in response to batch quality issues that arise from design flaw or manufacturing flaw.
2)Responsibility of recall expense: shipping expenses and repair expenses shall be assumed by Zongshen.
Basic requirements on agency/dealership：
1、Recognize development strategy of cineco brand and the product itself , the desire to expand potential market along with cineco and the desire to explore new marketing channel.
2、Availability of operation fund as agreed in the contract to ensure normal operation.
3、Availability of operation team that meets cineco requirements: complete organization structure with well-equipped positions like sales person, service agents and others.
4、Direct-sale store/cineco exclusive zone must be established and meets cineco’s construction criteria.
5、Actively maintain value chain of sales channel and conduct test and assessment drive activities on occasional basis.
1、Preliminary negotiation between both parties: potential customers gains knowledge regarding cineco’s strength, operation concept, state of product, marketing pattern, state of business and others via cineco website, wechat, industry journal, advertising material and other approaches. Potential customers are able to reach cineco by telephone, fax, e-mail or other means so as to gain further understanding of joining policies, distribution of marketing and other information.
2、Face-to-face negotiation between both parties: after first contact, cineco will dispatch a special officer to pay a visit to the potential customers according to specific circumstances. cineco invites potential customers to gain knowledge of cineco’s product performance and product portfolio, and negotiates in great details with the potential customers as soon as cineco identifies the potential customer’s qualification in all aspects.
3、Assessment of authorization: upon completion of further negotiation between both parties, both parties agree upon contents of contract and specify both parties’ obligations and rights as well as scope of authorization.
4、Entering into contract: having agreed upon the contents of the contract, both parties enter into the contract and establish their cooperation.
5、Preparing products: upon completion of joining process, the potential customers confirm the orders and pay part of orders prior to preparing products.
6、Technical training: the potential customers shall designate one or two employees with excellent learning capability for receiving training on cineco during preparation of products. The training involves knowledge of product marketing, after-sales policies and others.
7、The new member shall be informed upon completion of preparation of products. Delivery of products begins immediately after residual payment is made.
Nationwide merchant and service hotline:4007003088 Product quality hotline：4007003089