Drawing on many years of experience in the research, development and application of sensor technology, Arsenic Technology has established a comprehensive, multi-faceted service support system covering the entire lifecycle of its full range of sensor products. This system encompasses the entire process—from pre-sales technical consultation and bespoke solutions during the sales process to post-sales installation, commissioning and long-term maintenance—ensuring that customers receive professional and efficient technical support at every stage, from product selection to usage and maintenance. This enables customers to achieve precise and stable sensor applications.
I. Pre-sales technical support
Product Selection Consultancy: We provide one-to-one professional technical advisory services. Based on the customer’s application scenarios (such as industrial automation, medical diagnostics, environmental monitoring, automotive electronics and white goods) and technical specifications (including detection accuracy, operating environment, output methods and mounting dimensions), we precisely match suitable sensor products from our ultrasonic, photoelectric, temperature and float-type level sensor ranges. We also provide feasibility analyses and alternative solution recommendations for special operating conditions.
Customised Solution Consultation: To address clients’ specific requirements (such as non-standard pipe diameters, special detection media, customised output signals, and unique installation environments), we assemble a technical team to discuss bespoke solutions. We clarify the technical parameters, development timelines, and quality standards for customised products, and conduct feasibility verification in advance to ensure the final product meets the client’s practical application needs.
Technical Documentation: We provide free access to detailed technical manuals, specification sheets, installation drawings, wiring diagrams and product catalogues for our entire product range. We also offer product selection guides and case studies to help customers quickly understand product features and suitable applications.
Sample Testing Support: We provide sample trial services, accompanied by basic technical guidance for testing. We assist customers in verifying sample performance under actual operating conditions, provide timely feedback on test data and optimise product selection solutions.
II. Support during the sales process
Order Tracking and Delivery Assurance: A dedicated customer service representative monitors order progress throughout the process, providing real-time updates on production, stock preparation and logistics status. For urgent orders, we activate a fast-track production channel to ensure products are delivered on time; we also provide a parcel tracking service to promptly resolve any issues that may arise during transit.
Customised Production Coordination: For customised products, we establish a dedicated project coordination group where our technical team maintains real-time communication with the client. We provide regular updates on production progress and the results of key milestone inspections, and support the client in confirming critical stages of the production process to ensure that customised products meet technical requirements.
Delivery of Supporting Documentation and Accessories: Products are supplied with accompanying certificates of conformity, test reports, installation and user manuals, and specialised installation accessories (such as fixing screws and connecting cables). For bulk orders, product packaging and the binding of documentation can be customised according to client requirements to facilitate storage and usage.
Technical Briefing Service: For bulk purchases or complex application scenarios, we provide clients with online or offline technical briefings to explain product installation specifications, wiring essentials and initial commissioning methods, thereby helping to pre-empt common issues during installation and use.
III. After-sales technical support
Installation and Commissioning Guidance: We provide 7×16-hour online technical support (via telephone, WeChat, email and video) to assist customers with product installation, wiring, calibration and initial commissioning. For large-scale projects or complex operating conditions, we can arrange for engineers to visit the site to carry out installation and commissioning, ensuring the product is quickly put into normal operation.
Fault Diagnosis and Troubleshooting: Should a fault occur during product use, our technical team responds promptly. Through online remote guidance and analysis of fault data, we accurately pinpoint the cause of the fault and provide solutions. If on-site investigation is required, engineers will arrive at the site within the agreed timeframe to resolve the issue, ensuring rapid resolution and minimising operational losses for the customer.
Product Calibration and Maintenance: To address issues such as accuracy degradation and parameter drift in sensor products, we provide professional calibration services (either online calibration guidance or on-site calibration). We also offer advice on daily product maintenance, including key points such as cleaning, protection and parameter checks, to extend the product’s service life.
Returns, Exchanges and Repair Guarantee: For products experiencing non-human-induced quality issues within the warranty period, we provide free repair and replacement services; for products outside the warranty period, we offer repair services at cost price, accompanied by a repair inspection report detailing the cause of the fault and the repair work carried out, ensuring that the product meets performance standards after repair.
IV. Long-term Technical Support and Value-added Services
Product Warranty Service: Standard warranty coverage is provided for our entire range of sensor products. During the warranty period, products that fail due to issues with design, manufacturing or materials are eligible for free repair or replacement. Please contact our official customer service team for specific warranty periods; for certain customised products, the warranty period may be extended upon request.
Technical Training Services: We provide complimentary product technical training for customers, including live online sessions and on-site training. The curriculum covers product principles, operating procedures, routine maintenance and troubleshooting, thereby enhancing the product operation and maintenance capabilities of the customer’s technical staff. For bulk purchase customers, bespoke training courses can be arranged.
Application Technology Upgrades: To address customers’ subsequent application upgrade requirements (such as adjustments to operating conditions, improvements in detection accuracy, and system integration), we provide technical upgrade solutions. These include adjustments to product parameters, upgrades to supporting modules, and optimisation of system integration, ensuring that the products continue to meet customers’ application needs.
Spare Parts Supply: We have established a comprehensive spare parts warehousing system to provide customers with long-term spare parts supply services, ensuring they can quickly obtain the necessary components for product repairs or replacements, thereby minimising equipment downtime.
V. Service Support Channels
1. Official Helpline
National Helpline: 0755-26624568
Service hours: Monday to Sunday, 8:00–24:00. We offer a one-stop service including technical advice, order enquiries and fault reporting.
2. Official Email
Business and Technical Email: sales@samotey.com.cn
You may send emails regarding product selection, customised solutions, technical enquiries and fault reports; our staff will reply within 12 hours.
3. Official Website
Company Website: www.samotey.com.cn
Features sections including the Product Centre, Technical Resources, Application Case Studies and Service Support. Product manuals and selection guides can be downloaded online, and online enquiry forms are available to provide real-time feedback on customer requirements.
4. On-site Service
The company’s headquarters is located at Building 4, Zhuguang Innovation Technology Park, Taoyuan Subdistrict, Nanshan District, Shenzhen. For customers in the Pearl River Delta and surrounding areas, engineers can be dispatched promptly to provide on-site service; for customers in other parts of the country, we will coordinate with local technical staff to provide on-site support as required.
VI. Service Commitment
Response Time: We respond to online enquiries (via telephone, email or messages) within one hour; for fault reports, we provide an initial solution within two hours, with a dedicated representative assigned to handle particularly urgent cases from start to finish.
Quality Assurance: All products undergo rigorous factory testing to ensure they meet technical standards; customised products are manufactured strictly in accordance with the technical specifications agreed upon by both parties and undergo comprehensive testing prior to dispatch.
End-to-End Professionalism: From product selection to after-sales support, all service stages are handled by professional technical and customer service staff, ensuring professional and targeted service whilst avoiding ineffective communication.
Long-Term Partnership: Centred on customer needs, we establish long-term customer service records, conduct regular follow-ups on product usage, promptly monitor product performance, provide ongoing technical support and optimisation recommendations, and build long-term, stable partnerships with our customers.