After-sales service commitment and quality maintenance scheme of curtain wall project
First, after-sales service
After all the products of our company are completed, we are obliged to provide after-sales service for users with a warranty period of two years and a quality guarantee of ten years.
Our company has specially formulated the after-sales service responsibilities and warranty measures of various departments, as follows:
1) Responsibilities of each department
Engineering management section
Organize regular customer return visits and handle customer feedback in time.
Develop the implementation plan of solutions and maintenance services (together with technical department if necessary).
Organize and implement after-sales service.
Management section
Collect customer feedback on quality and after-sales service, transfer customer complaints to after-sales engineering department in time, and report to the manager when necessary.
Technical quality inspection section
Responsible for the quality inspection and supervision of after-sales service process.
Other relevant departments
Design, supply, production, project and other departments should provide design drawings, raw materials, production, installation and construction in time according to the maintenance plan and maintenance service implementation plan of the engineering department.
2) After-sales service procedures
After-sales service should be carried out in strict accordance with our quality procedure documents (after-sales service control). Details are as follows:
Visit customers to learn about product use information;
Collect customer feedback, accept customer reports and complaints, and fill in customer visit and information feedback forms;
Respond quickly according to customer complaints, go to the scene to find out the reasons and analyze the situation, fill in the customer complaint handling form and determine the solution;
Simple problems can be fixed directly; For more complicated problems, a detailed maintenance service plan should be submitted to the production dispatching center, which will organize and arrange maintenance preparations;
The technical quality department gives the maintenance plan drawings, the engineering department purchases the required materials, the production and processing factory carries out production and processing, and the technical quality department carries out quality supervision;
After the maintenance materials arrive at the site, the project department will organize installation workers to provide maintenance services and control the maintenance quality;
After the maintenance, it shall be checked and accepted by the customer, and the acceptance form shall be signed for approval, and the dispatching center shall submit it to the engineering department for filing.
3) Requirements of after-sales service personnel
After-sales service personnel should establish the idea of being anxious about what users are anxious about and thinking about what users think, and actively solve problems for users. We should take "serving the society and keeping promises" as the principle of after-sales service.
After receiving user information, the service personnel must arrive at the project site within 24 hours. In the process of maintenance, do not make things difficult for users. All accommodation expenses shall be borne by the service personnel, and offenders will be dealt with severely.
Service personnel should be serious and responsible in dealing with problems, and users should not be allowed to get things done. If the user reflects the same problem again, the company will hold the parties responsible.
Service personnel shall not damage the user's articles, and clean up the site after the service, and clean up after the work.
4) Acceptance of after-sales service
After each after-sales service, the user must come for acceptance and issue an acceptance form. At the same time, the maintenance service personnel will make an evaluation in written form and return the relevant information to the company for the record as one of the assessment basis for each project.
In addition to the above materials, the maintenance service larger than large-scale projects must also have the acceptance certificate issued by the company's technical quality inspection department before it can be considered qualified and the maintenance service work can be ended.
Second, the maintenance plan
(a) The curtain wall shall be used normally as stipulated in the design.
1) Any load exceeding the design shall not be imposed on the curtain wall. The supporting device of point-supported curtain wall is only used to support the wind load or earthquake action borne by curtain wall glass and glass, and other equipment and heavy objects shall not be attached to the supporting device.
2) During interior decoration, the frame of interior decoration should be coordinated with the curtain wall poles (not in the panel part), deformation joints should be left between the curtain wall poles, and the joints should be filled with sealing materials, and should not be close to the curtain wall poles.
3) Neon lights, signs and advertisements shall not be set on the surface of curtain wall plate.
4) The curtain box shall not be fixed on the curtain wall, and the curtain shall keep a certain distance from the curtain wall. Curtain materials should be pure cotton, and chemical fiber materials should not be used.
5) Buried upper and lower pipelines and other metal pipelines shall not be laid within 2m from the curtain wall to avoid counterattack.
6) The tread line should be set at the outer edge of the floor to prevent objects from rolling and hitting the curtain wall.
7) Don't arbitrarily change the open frame of the panel into a dark frame (dark frame into an open frame) or change it into a stone panel. Don't change the frame of curtain wall at will.
8) Do not arbitrarily add shading facilities on the curtain wall. Metal pipelines shall not cross the panel (metal pipelines crossing the curtain wall shall have lightning protection facilities).
9) Sewage or other water containing harmful substances shall not be discharged into the curtain wall.
10) When cleaning the room, do not rinse it with water, so as to avoid water flowing into the fire partition and making the fire-proof cotton invalid.
1 1) When installing billboards on the roof (and places with lightning protection facilities), the curtain wall lightning protection system should be well protected.
12) There shall be no other facilities between the glass ribs of the glass-ribbed curtain wall and between the point glass supporting structures of the stay cables.
13) It is not allowed to scratch or rub the glass coated surface and painted (coated) surface of metal bars with hard objects, thus damaging their surfaces.
14) After the acceptance of the glass curtain wall project is completed, provide the owner with the maintenance plan and system of the curtain wall in time.
(2) Curtain wall maintenance shall be carried out according to the following requirements:
1) The frequency and cycle of curtain wall cleaning should be determined according to the degree of ash pollution in the curtain wall area, and it should be cleaned at least 1 time every year. Cleaning solution is not allowed when cleaning the surface of coated glass film or aluminum veneer, and it must be wiped with soft pure cotton cloth.
2) Clean the mechanical equipment (such as washing machine or hanging basket) outside the curtain wall. ) should be flexible and convenient to avoid scratching the curtain wall.
(3) Inspection and maintenance of curtain wall shall be carried out according to the following requirements:
1) When bolts are found to be loose, they should be tightened or welded firmly; When the connector is found to be corroded, it should be derusted and painted;
2) When glass and stone are found to be loose, cracked and damaged, and the air layer of insulating glass is dewed, it should be repaired or replaced in time;
3) The replacement glass of hidden frame glass curtain wall shall be replaced by components after the curing period expires, and shall not be replaced directly on the glass curtain wall; Pay attention to falling safety when replacing stone slabs;
4) When sealant and sealing strip fall off or are damaged, they should be repaired and replaced in time;
5) When it is found that curtain wall components and connectors are damaged, or the anchorage between connectors and the main structure is loose or falling off, it should be replaced in time or measures should be taken to reinforce and repair;
6) When the aluminum veneer is scratched, it should be sprayed twice in time to prevent the substrate from corrosion;
7) Regularly check the drainage system of curtain wall, and clear it in time if any blockage is found;
8) When the hardware falls off, is damaged or has kinetic energy obstacle, it should be replaced and repaired in time;
9) In case of typhoon, earthquake, fire and other natural disasters, the glass curtain wall should be comprehensively inspected after the disaster, and repaired and reinforced according to the damage degree;
10) The tension of the tension cable rod shall be checked once a year (after strong wind or earthquake). If it is lower than the design value, the tension should be supplemented to the design value. Check the corrosion of steel claw and cable (rod) joint, and handle or replace it in time;
1 1) The anchorage structure (main structure) attached to the cable-strut structure shall be inspected once every six months to see if there is any abnormality (cracking, deflection, etc.). ).
12) check the fireproof partition once every six months, and replace the fireproof cotton in time if it is found to be damp;
13) On the basis of the annual inspection of grounding resistance of lightning protection system, the lightning protection system shall be inspected once a year. If you find any bars,
14) is not connected with the main structure and should be repaired in time. Lightning protection metal lightning arrester should be inspected once a year. If corrosion and insufficient lap joint are found, they should be repaired and replaced in time.
15) When the curtain wall is in normal use, a comprehensive inspection should be conducted every five years, and the glass, sealing strip, sealant and structural silicone sealants at unfavorable positions should be inspected; Stone curtain wall should be checked for cracking and falling off; Metal curtain wall should be inspected for oxidation and corrosion.
16) When maintaining and repairing the curtain wall, the following safety regulations shall be met:
A) The inspection, maintenance and repair of the outside of curtain wall shall not be carried out in windy and rainy days above Grade 4;
B) Mechanical equipment (cleaning machine and hanging basket) used for curtain wall inspection, cleaning, maintenance and repair must be firm, easy to operate, safe and reliable;
C) During the maintenance of curtain wall, all operators working at heights must abide by the relevant provisions of the current national standard Technical Specification for Safety of Working at Heights in Building Construction (JGJ80).
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