After-Sales Service

MUSI After-Sales System

many years of industry experience has taught us that after-sales quality matters as much as equipment performance. A single equipment failure can cost a customer $10,000+ per day in lost production. Therefore, rapid response and efficient resolution are at the core of our after-sales service.

MUSI has established a three-tier after-sales system: Customer Service Center + Global Service Network + Factory Technical Support — providing comprehensive support for stable line operation worldwide.

Warranty Policy

Item	Warranty Period
Full machine (excl. consumables)	12 months from acceptance
Critical components (motors, drives, PLC)	36 months from acceptance
Structural parts (steel structure, ducts, oven body)	60 months from acceptance
Consumables (seals, filters, heating elements)	6 months under normal use
Software upgrades	Lifetime free
Phone technical consultation	Lifetime free

Note: Failures within warranty (excluding misuse) are repaired free of charge. Out-of-warranty or misuse-related repairs only incur material cost.

Response Commitments

• 24-hour phone response: Service hotline is staffed 7×24 to record support tickets.
• 2-hour solution feedback: Technical team provides preliminary diagnosis and recommendations within 2 hours.
• 72-hour on-site arrival: For on-site service, our engineers arrive at any major city within 72 hours.
• Resolution rate: 90%+ of issues are resolved within 8 hours of engineer arrival.

Global Service Network

MUSI maintains many authorized service partners worldwide:

• Asia Pacific: Vietnam (Ho Chi Minh), Thailand (Bangkok), Indonesia (Jakarta), Philippines (Manila), India (Pune), Malaysia (Kuala Lumpur)
• Middle East & Africa: UAE (Dubai), Saudi Arabia (Riyadh), South Africa (Johannesburg), Egypt (Cairo)
• Americas: Mexico (Monterrey), Brazil (São Paulo)

Service Process

Spare Parts Supply

• $1.1M USD spare parts inventory at Changzhou HQ — same-day shipping available
• many global service partners stock common consumables — same-day local delivery
• Critical imported components maintain 30+ days safety stock
• Customers can establish a 'Dedicated Parts Stockroom' at MUSI — pre-stocked parts for immediate use during emergencies

Service Channels