Complaint
| FAQ |
1. Questions before quotation
A. Would you make ice from seawater, saltwater or freshwater?
B. Where and when would the machine be installed roughly?The ambient temperature and water inlet temperature?
C. What's the power supply?
D. What is the application of the flake ice produced?
E. Which cooling mode would you prefer to? Water or air ,Evaporative cooling?
2. Installation & commissioning
A. Installed by customers according to the manuals, online instructions and live video conference of ICESTA.
B. Installed by ICESTA engineers.
C. ICESTA would arrange 1~3 engineers based on the projects to the installation sites for the final supervision of all installations and commissioning.
D. Customers need to provide local accommodation and round-trip ticket for our engineers and pay for the commissions. US Dollars 100 per engineer per day.
E. Power, water, installation tools and spare parts need to be ready before ICESTA engineers arrive.
3. Warranty & Technical support
A. 1 year after Bill of Lading date.
B. Any failure occurred within the period due to our responsibility, ICESTA will supply the spare parts for free.
C. ICESTA provide full technical support and training courses after equipment installation and commissioning.
D. Permanent technical support & consultation all life long for the machines.
E. Over 25 engineers for instant after-sale services and more than 15 are available for serving overseas.
365 days X 7 X 24 hours phone / EMAIL assistance
4. Failure Claim procedures
A. Detailed written failure description is required by fax or by mail, indicating the relevant equipment information and detailed description of failure.
B. Relevant pictures are required for failure confirmation.
C. ICESTA engineering and after-sales service team will check and form a diagnosis report.
D. Further trouble-shooting solutions will be offered to customers within 24 hours after receiving the written description and pictures
