01
Submit machine and issue details
Provide the model, serial number, controller, alarm message, operating history and supporting files.
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Service and technical coordination
Service & Technical Support for Chuanhe CNC Machines
Support is planned around the machine model, application, destination and the responsibilities agreed for each project. Submit the equipment information and issue details so the appropriate next step can be evaluated.
Standard 12-month warranty. Optional extended warranty. Initial after-sales reply within one business day. Warranty start date and costs are governed by the contract.
Model and serial-number basedClear escalation pathProject-specific service scope
IdentifyConfirm machine model, serial number and operating conditions
DiagnoseReview alarms, photos, video and maintenance information
AgreeConfirm actions, responsibilities, timing and applicable costs
RecordKeep the service case and follow-up information together
Support process
A clear route from issue report to agreed action
Accurate machine information makes technical review more efficient. The final service route depends on the diagnosis, local partner capability and the applicable sales agreement.
Prepare a Support Request02
Initial technical review
Chuanhe or the responsible distributor reviews the information and may request additional checks or measurements.
03
Confirm the service route
Agree whether the next step is remote guidance, a replacement part, distributor support or separately arranged on-site service.
04
Follow up and retain records
Record the action taken, relevant settings or parts, and any recommended maintenance or operator follow-up.
Service scope
Support across the machine lifecycle
The available format and scope are confirmed according to the machine, destination, distributor capability and project agreement.
Before Delivery
Coordinate application information, selected configuration, required documents, acceptance planning and site-preparation requirements.
- Application and configuration review
- Technical-document coordination
- Acceptance and delivery planning
Installation & Commissioning
Responsibilities are planned according to local capability. Remote guidance or factory engineer support may be arranged when agreed.
- Installation-condition checklist
- Commissioning coordination
- On-site scope and costs confirmed separately
Operation & Maintenance Training
Training topics can include machine operation, routine maintenance, alarm checks and technical guidance relevant to the project.
- Format, language and duration agreed per project
- Operator and maintenance topics
- Distributor technical training where applicable
After-Sales Coordination
Technical cases can be reviewed remotely and escalated according to the diagnosis and agreed service responsibilities.
- Remote troubleshooting coordination
- Replacement-part identification
- Complex-case escalation to the factory
Clear responsibilities
Customer, distributor and factory roles
The responsible route can differ by country and project. The sales agreement and service arrangement remain the governing documents.
Machine owner
Customer or Operator
- Provide accurate machine and fault information
- Follow safety procedures before inspection
- Maintain operating and maintenance records
- Make the machine available for agreed checks
Local coordination
Appointed Distributor
- Provide first-line communication where assigned
- Carry out agreed local checks and service tasks
- Coordinate installation or training when qualified
- Escalate complex cases with complete information
Factory backup
Chuanhe
- Review product-level technical information
- Provide remote guidance for agreed cases
- Identify applicable drawings or spare parts
- Coordinate additional factory support when agreed
Service & Warranty
Factory support behind every machine. Confidence behind every sale.
Standard One-Year WarrantyOptional Extended WarrantyFirst Reply Within One Business DaySpare Parts Beyond Warranty
Standard One-Year Warranty
Chuanhe machines come with a standard 12-month warranty. The start date, coverage, exclusions and allocation of warranty costs are governed by the applicable sales contract. For automation projects, the contract identifies the equipment and interfaces supplied by Chuanhe. Send the model, serial number and fault details so we can review the case and confirm the repair or replacement arrangement under the contract.
Optional Extended Warranty
Discuss extended coverage when requesting your quotation. The extension period, eligible components, maintenance requirements and price are agreed in writing for the selected machine and configuration. Distributors should obtain Chuanhe’s confirmation before including extended coverage in a customer offer.
First Reply Within One Business Day
We will provide an initial reply to an after-sales support request within one business day, identifying the next step or additional information needed. This is not a guarantee of repair, parts delivery or on-site arrival within that period. International contact and WhatsApp coordination remain available daily, 08:00–22:00 China Standard Time (UTC+8), year-round; this is not a 24-hour engineering hotline.
Technical Guidance via Voice & Video
Through online voice and video calls, photos, alarm messages and fault descriptions, our technical team can understand the situation at your site and provide practical troubleshooting steps and recommended solutions. Qualified on-site personnel carry out the agreed checks safely; we review their feedback and guide the next steps. Support can also cover operation, maintenance and post-repair checks. This means assistance from a distance, not connecting to or remotely operating the machine’s control system. Stop the machine and follow the applicable safety procedure if there is a safety risk.
Spare Parts Beyond Warranty
Spare-parts support continues after the warranty ends. Send the machine model, serial number, component reference and photos for compatibility checks. Post-warranty parts and service are quoted separately; availability, price and lead time are confirmed for each request. If an original component is discontinued, a possible compatible replacement or technical alternative can be reviewed, subject to confirmation.
Factory Support for Distributors
You maintain the local customer relationship; Chuanhe provides factory technical backup. Support can include installation and handover preparation, training for distributor service personnel, voice/video guidance during local troubleshooting, escalation of complex issues to the factory and spare-parts planning. Training format, language, schedule and responsibilities are agreed for the project. Factory attendance, travel and service costs are agreed before dispatch. No existing local service centre or stock is implied.
Technical support questions
Service & Support FAQ
What information should I provide first?
Provide the machine model, serial number, CNC controller, alarm message, operating history and clear photos or video of the issue.
Can Chuanhe review a problem remotely?
Remote technical review may be used when the submitted information and machine condition make it practical. Additional measurements or checks may be requested.
Can an engineer visit our factory?
On-site service may be arranged when required and agreed. The work scope, schedule, travel arrangements and applicable costs are confirmed before dispatch.
How do I order the correct spare part?
Send the machine model, serial number and clear component information. Compatibility, availability, price and lead time will then be confirmed.
Who handles installation and local service?
A qualified distributor may provide local installation and first-line service. Where additional factory support is needed, the arrangement is confirmed for the project.
What warranty applies to my machine?
Standard 12-month warranty. Optional extended warranty. Initial after-sales reply within one business day. Warranty start date and costs are governed by the contract. Spare-parts support continues after the warranty ends. Send the machine model, serial number, component reference and photos for compatibility checks. Post-warranty parts and service are quoted separately; availability, price and lead time are confirmed for each request. If an original component is discontinued, a possible compatible replacement or technical alternative can be reviewed, subject to confirmation.
Technical support request
Send the machine details before the technical review.
Complete information helps the responsible team understand the equipment and decide what should happen next.
- Machine model and serial number
- CNC controller and alarm message
- When the issue started
- Recent maintenance or setting changes
- Photos, documents or a video link
For general sales communication, WhatsApp and email remain available. They are not presented as a 24-hour technical hotline.
Technical support form: submit complete machine information so the responsible team can review the case.
How we use your information and files
Submitted information and files are used to review and communicate about this technical support request. Personal contact details, serial numbers and issue descriptions are not sent to analytics. To request access, correction or deletion, contact [email protected].
Distributor network
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