1. Identifying and Diagnosing the Issue

A Vietnamese customer who purchased an AH-211 Multifunctional Hydra-facial Machine in 2019 experienced a reduction in water mist output from the oxygen supplement gun. Despite following cleaning and unblocking guidelines, the issue persisted. The customer reached out to our after-sales service department, which promptly conducted a thorough investigation in collaboration with the technical team. Within 24 hours, the root cause was identified: residue buildup due to improper cleaning with distilled water. The customer was informed of the findings.

2. Offering Customized Solutions

Since the AH-211 was no longer under warranty, our team provided two cost-effective options for the customer. Option one involved purchasing a new oxygen injection gun, while option two required only buying a new air pump and nozzle, to be installed in the old gun. We offered detailed teaching videos and remote online assistance for both options. The customer, after careful consideration, chose the first option.

3. Ensuring Customer Satisfaction Through Comprehensive Support

We promptly arranged for the new oxygen injection gun to be shipped to the customer’s location and provided them with detailed electronic installation materials and instructional videos. The customer successfully installed the new gun following our step-by-step guide, and the machine returned to normal functionality.

This case highlights our company’s strengths in three key areas: efficient and professional after-sales service, a comprehensive teaching system with free resources and remote online assistance, and a well-coordinated warehouse and logistics system for timely product delivery. These advantages foster trust and cooperation between our company and customers.