Abstract:

Extending home-appliance-grade service standards to the industrial laser field

Applying To B industry logic with To C execution standards throughout the service system

Empowered by the global resources of Hisense Group and rooted in the professional attributes of the B-end laser equipment industry, Hyperline has innovatively built a differentiated service system of "To B industry logic + To C execution standards", breaking away from the pain points of inefficient after-sales service, poor experience and vague standards. With professional expertise, refined standards, global layout and value-added services at its core, Hyperline is building a full-chain service upgrade system that is implementable, quantifiable and iterable, reshaping service standards in the laser equipment industry and delivering "Fast, Good, Warm" premium service.

Moving beyond the one-dimensional after-sales repair mindset, this service upgrade takes the customer's full life-cycle value at its core, balancing rigid industrial production needs with user service experience. It forms a three-dimensional service system of one core philosophy, C-end service standards, dual domestic-overseas layout, five hard commitments and all-dimensional value-added empowerment — with quantifiable core capabilities, clear paths for implementation and guaranteed customer rights. Benchmarking against industry-standardized and digitalized service concepts, Hyperline officially launches the "11216 Hyperline Premium Service System" for fiber lasers. Built around the three core service reputations of "Fast, Good, Warm", the system reshapes service standards with clear, implementable and quantified indicators, summarized as follows:

1. Core Underlying Logic: Dual-Dimension Integration, Rebuilding a New Service Paradigm

Hyperline holds fast to its To B professional core, deepens its presence in industrial laser application scenarios, and focuses on the three core customer needs of production efficiency, cost control and equipment stability to deliver professional, scenario-based industrial-grade service solutions. By introducing To C premium service standards, Hyperline remedies the shortcomings of traditional B-end services — slow response, weak experience, rigid communication and opaque standards — empowering industrial-grade professional services with the efficiency, thoughtfulness and standardization of consumer services, and realizing a new service model of "professional yet not rigid, efficient and heartwarming".

2. Domestic Service Upgrade: Full-Chain Optimization with Quantified Standards for Higher Quality and Efficiency

Hyperline has completed an all-round service iteration across the four dimensions of rights, warranty, timeliness and value-added services, building a standardized, cost-effective and fast-responding domestic service network. The pricing system is being restructured to eliminate pricing chaos; an industry-differentiated extended warranty policy has been innovated, extending warranty in steps based on repair counts to safeguard customers' equipment rights and lengthen the value life cycle of equipment. A nationwide network of on-site repair stations plus regional warehouses is being built to progressively realize nearby repair and nearby parts distribution in core regions nationwide, achieving efficient service standards of 1-hour demand response, 24-hour on-site service in key regions, 48-hour service coverage nationwide, and same-day shipping for same-day orders. The factory-return repair process is being upgraded in parallel to compress equipment repair cycles. Through end-user inspection and training as well as technical empowerment of system integrators, Hyperline connects the upstream and downstream of the equipment service chain, creating higher-order value beyond after-sales repair for customers.

3. Global Service Layout: Localized Implementation, Building a Global Service Barrier

Leveraging the global supply chain and channel advantages of Hisense Group, Hyperline has launched the strategic implementation of service globalization. With the Vietnam overseas station as the pilot, Hyperline is steadily advancing large-scale construction of global service stations, with the global network to be completed in 2027-2028. The mature domestic "on-site repair + regional warehousing" service model will be fully replicated overseas, building localized repair, parts supply and technical support systems to solve overseas customers' pain points of difficult repair, slow parts and lack of guarantee — replicating the high-standard domestic service system worldwide and building global service assurance capabilities for enterprises going global.

4. Five Hard Commitments: Staying True to the Original Aspiration, Anchoring the Bottom Line of Customer Value

Based on five core service commitments, Hyperline has distilled its new service system into the "11216 Premium Service Quantified Standard", deeply benchmarked against the three core service reputations of "Fast, Good, Warm", transforming abstract service concepts into standardized service indicators that are implementable, verifiable and perceivable, and implementing high-quality customer service assurance in all respects:

Fast | Rapid Response, Timeliness First

Leveraging Hisense's domestic service network, Hyperline deploys repair stations and spare-parts transit warehouses in key regions, focusing on urgent demands such as equipment downtime and fault reporting, and building a nationwide rapid service response network to thoroughly solve the previous pain points of lagging after-sales response and slow service. 1 | 1-hour rapid response: nationwide customer demands are received, assessed and initially matched with solutions within 1 hour, with no procrastination allowed; 1 | 1-day/24-hour on-site service: engineers arrive on site for troubleshooting and repair within 24 hours in core industrial regions and key customer regions; 2 | 2-day/48-hour nationwide coverage: on-site repair and precise delivery of parts and backup units completed within 48 hours (excluding remote regions such as Xinjiang and Tibet).

Good | Solid Quality, Guaranteed Rights, the Industry's Longest Warranty

Hyperline holds the professional bottom line of industrial B-end service, and with transparent standards, original-factory-grade quality and stepped warranty, it dispels previous doubts about product quality and safeguards stable production of customer equipment. 1 | 100% visible service process: from the customer's repair request as the starting point to the customer's evaluation as the end point, service progress is visible throughout.

6 | Up to 6 months of extended warranty as a backstop: to dispel customers' purchase concerns, Hyperline implements a stepped extended warranty policy for fiber lasers of 3000W and below. From the date of announcement, if the equipment is repaired once during the warranty period (excluding consumable-part failures), the warranty is extended by 3 months on top of the standard warranty; if repaired twice or more (excluding consumable-part failures), the warranty is extended by 6 months on top of the standard warranty. All repair procedures and parts quality strictly follow original-factory standards, with dedicated warranty coverage after repair to ensure long-term stable operation of equipment.

Warm | Thoughtful Empowerment, Long-Term Value-Added Services

Response with time limits: writing commitments into numbers

Three channels — the 400 hotline, online customer service and the WeChat official account — accept requests 7×24 hours. Response within 1 hour of order receipt; on-site service within 48 hours (72 hours in remote regions).

Fault handling time limits: general faults closed within 24 hours; for complex faults, a solution is issued within 12 hours. 100% follow-up visits within 48 hours of each completed order; engineers are rated by customer scores, and 100% of service orders that fail to meet standards are reviewed.

Interaction with warmth: empowering customers with two-way verification

First on-machine training (operation, maintenance and safety) is completed within 7 days of new equipment delivery to new customers, and one training session is organized for new customers every six months; engineers carry out on-site coaching during inspections, with verification and evaluation for each training session, and jointly implement the On-site Service Acceptance Form with customers — listing service items, replaced-parts lists, commissioning parameters and training content item by item. Key customers receive in-depth care with one inspection per quarter; risks identified are recorded one by one in the Risk Rectification Form with 100% closed-loop rectification. After-sales service follow-up visits to system integrators are conducted quarterly, with satisfaction scores incorporated into the performance evaluation of service engineers. In-depth quality-improvement communication with key integrators is carried out, with one quality communication meeting organized every year.

5. Summary and Outlook

Unlike the industry's single-dimension after-sales upgrades, Hyperline's service reform is an all-round strategic upgrade of business model, service philosophy, system architecture and global layout. With B-end professionalism solidifying the service foundation, C-end experience upgrading service quality, a global network broadening service boundaries, and quantifiable standards consolidating service quality, Hyperline truly achieves the transformation from "passive after-sales repair" to "proactive value empowerment". Going forward, Hyperline will remain customer-centric, iterating service standards, improving the global network and deepening value-added services, continuously advancing its service upgrade to safeguard the production and operation of customers at home and abroad.

Service Upgrade Overview: