This standard replaces GB/T 16784.1-1997 "After-sales service of industrial products Part 1: General principles". This standard specifies the basic principles and basic contents of after-sales service of industrial products. This standard applies to the preparation, implementation and after-sales service activities of after-sales service documents of industrial enterprises. The main changes of this standard compared with GB/T 16784.1-1997 are as follows: - In Chapter 1 "Scope", "This standard applies to the preparation, implementation and after-sales service activities of after-sales service documents of enterprises." is revised to "This standard applies to the preparation, implementation and after-sales service activities of after-sales service documents of industrial enterprises"; - Delete Chapter 2 "Referenced Standards" of the original standard; - In Chapter 2 "Terms and Definitions", the definitions of "customer" and "supplier" are revised. Delete the term "3.4 Quality" in the original standard. —— Chapter 3 "Basic Principles", considering the narrow concept of "manufacturing enterprise" in the original standard, "manufacturing enterprise" is changed to "supplier"; the content of "for industrial supporting products, important products of the national defense industry, products implemented in the package as stipulated by the state, and other products that customers need services" in 3.1 is deleted; considering that product instructions and product guarantee documents should be provided when the product is delivered, 4.3.1 and 4.3.2 in the original standard are deleted; the original standard 4.3.4 is changed to 3.4 of this standard "the supplier should establish an early warning system for product failures and defects in a timely manner, and initiate a recall procedure when necessary to ensure timely provision of after-sales service". —— Chapter 4, considering that the technical documents and technical information required for normal use by customers should be provided when the product is delivered, the contents of 5.1 and 5.3 of the original standard are modified; 5.6.4 of the original standard is deleted; the content of 4.7 of the current standard "the supplier should handle customer complaints in a timely manner" is added. GB/T 16784-2008 General Principles for After-sales Service of Industrial Products GB/T16784-2008 Standard download decompression password: www.bzxz.net
This standard replaces GB/T 16784.1-1997 "After-sales Service of Industrial Products Part 1: General Principles". This standard specifies the basic principles and basic contents of after-sales service of industrial products. This standard applies to the preparation, implementation and after-sales service activities of industrial enterprises' after-sales service documents. Compared with GB/T 16784.1-1997, the main changes of this standard are as follows: ——In Chapter 1 "Scope", "This standard applies to the preparation, implementation and after-sales service activities of enterprises' after-sales service documents." is revised to "This standard applies to the preparation, implementation and after-sales service activities of industrial enterprises' after-sales service documents;" ——Chapter 2 "Referenced Standards" of the original standard is deleted; ——In Chapter 2 "Terms and Definitions", the definitions of "customer" and "supplier" are revised. The term "3.4 Quality" in the original standard is deleted. ——Chapter 3 "Basic Principles", considering the narrow concept of "manufacturing enterprise" in the original standard, "manufacturing enterprise" is changed to "supplier"; the content of "for industrial supporting products, important products of the national defense industry, products implemented in the package as stipulated by the state, and other products that customers need services" in 3.1 is deleted; considering that product instructions and product guarantee documents should be provided when the product is delivered, 4.3.1 and 4.3.2 in the original standard are deleted; the original standard 4.3.4 is changed to 3.4 of this standard "the supplier should establish an early warning system for product failures and defects in a timely manner, and initiate a recall procedure when necessary to ensure timely provision of after-sales service". ——Chapter 4, considering that the technical documents and technical information required for normal use by customers should be provided when the product is delivered, the contents of 5.1 and 5.3 of the original standard are modified; 5.6.4 of the original standard is deleted; the content of 4.7 of the current standard "the supplier should handle customer complaints in a timely manner" is added.

ICS03.080.01
National Standard of the People's Republic of China
GB/T16784—2008
Replaces GB/T16784.1—1997
After-sale service of industrial productswww.bzxz.net
General principles for after-sale service of industrial productsIssued on 2008-11-13
General Administration of Quality Supervision, Inspection and Quarantine of the People's Republic of China Administration of Standardization of the People's Republic of China
Digital anti-counterfeiting
Implementation on 2009-05-01
This standard replaces GB/T16784.1-1997 "After-sale service of industrial products Part 1: General principles". Compared with GB/T16784.1-1997, the main changes of this standard are as follows: In Chapter 1 "Model Country" of GB/T16784-2008, "This standard applies to the preparation, implementation and after-sales service activities of enterprise after-sales service documents." is revised to "This standard applies to the preparation, implementation and after-sales service activities of industrial enterprises after-sales service documents;" Chapter 2 "Reference Standards" of the original standard is deleted; In Chapter 2 "Terms and Definitions", the definitions of "customer" and "supplier" are revised. The term "3.4 Quality" in the original standard is deleted. Chapter 3 "Basic Principles", considering the narrow concept of "manufacturer" in the original standard, "manufacturer" is changed to "supplier", and the content of "for industrial supporting products, important products of the national defense industry, products subject to the three guarantees stipulated by the state, and other products that customers need services" in 3.1 is deleted; considering that product instructions and product guarantee documents should be provided when the product is delivered, 4.3.1 and 4.3.2 in the original standard are deleted; 4.3.4 in the original standard is changed to 3.4 in this standard "the supplier should establish an early warning system for product failures and defects in a timely manner, and initiate a recall procedure when necessary to ensure timely provision of after-sales service" Chapter 4, considering that the technical documents and technical information required for normal use by customers should be provided when the product is delivered, the contents of 5.1 and 5.3 of the original standard are modified; 5.6.4 of the original standard is deleted; and Added the current standard 4.7\The supplier should handle customer complaints in a timely manner".
This standard is proposed and managed by the National Service Standardization Technical Committee (SAC/TC264). The drafting units of this standard are: China National Institute of Standardization, Hemisphere Industrial Group Corporation. The main drafters of this standard are: Liu Chengyang, Cao Lili, Lu Lili, Li Han, Mao Jie, Wang Shichuan. The previous versions of the standards replaced by this standard are: GB/T16784.1-1997.
1 Scope
After-sales service of industrial products
This standard specifies the basic principles and basic contents of after-sales service of industrial products. This standard applies to the preparation, implementation and after-sales service activities of after-sales service documents of industrial enterprises. Terms and definitions
The following terms and definitions apply to
After-sales service Sale
After the product is sold, the contact activities between the supplier and the customer to meet the needs of the customer. 2.2
Customercustomer
The organization or individual who receives the product.
Suppliersuppliet
The organization or individual who provides the product.
3Basic principles
GB/T16784-2008
The supplier shall formulate product after-sales service standards or documents, and deliver them with the product as the technical basis for after-sales service activities. After-sales service 3.1
The standards or documents shall not be lower than the requirements of the corresponding national standards or industry standards. 3.2 The supplier shall have an organization responsible for after-sales service and a corresponding service network, and define its responsibilities. 3.3 The supplier shall Have resources, means and conditions that meet the requirements of after-sales service. The supplier should have sufficient logistical support, including technical consultation, supply of spare parts, accessories and maintenance services
3.4 ​​The supplier should promptly establish an early warning system for product failures and defects, and initiate a feedback procedure when necessary to ensure timely provision of after-sales service.
3.5 The supplier should establish a feedback system for product usage functions to monitor the quality characteristics of the product during its life cycle. The system should be able to continuously analyze the extent to which the product meets the customer's requirements for quality, safety and reliability. 3.6 The supplier should establish a product after-sales service file 4 Basic Content
4.1 The supplier provides customers with after-sales service guarantee documents. After-sales service guarantee documents should generally include the repair, replacement and return period, scope, conditions, methods, records, etc. 4.2 The supplier provides technical training to customers
The supplier should provide technical training to customers and relevant personnel based on customer needs or the agreement between the two parties, so that users can understand the performance and structural characteristics of the product and can use and operate it normally. 4.3 The supplier shall provide maintenance services to customers
The supplier shall provide maintenance services according to the characteristics of the products and the needs of use under normal circumstances. When necessary, emergency maintenance services may be provided according to the urgent needs of customers.
GB/T16784—2008
The supplier shall provide spare parts to customers
The supplier shall provide the necessary parts and accessories for the products to customers in accordance with the regulations. 4.5 The supplier shall provide technical services to customers
4.5.1 The supplier shall provide technical services regularly during the product warranty period. 4.5.2 The technical services provided by the supplier shall generally include the following: undertake installation, commissioning and guide the correct use and maintenance of the products; provide relevant technical consultation;
Assist in solving problems caused by improper custody, storage, use and maintenance; participate in regular inspections of products as needed. 4.6 The supplier shall promptly handle quality problems encountered during product use. 4.6.1 Upon receiving information about product quality problems, the supplier shall promptly investigate the situation, promptly handle the problem, and notify the customer. 4.6.2 During the specified storage period and warranty period, if any design or manufacturing quality problems occur, the supplier shall repair, replace, or return the product. 4.6.3 Outside the specified storage period and warranty period, the supplier may provide paid services based on the customer's requirements. The supplier shall promptly handle customer complaints.
The supplier shall disclose information on how to file a complaint to the customer and shall promptly handle each complaint. The complaint handling process shall be free of charge to the complainant. GB/T19000-—2000
GB 5296.11997
Quality Management System
Fundamentals and Terminology
Instructions for Use of Consumer Products
GB/T16784—2008
GB/T16784-2008
People's Republic of China
National Standard
After-sales Service of Industrial Products
GB/T16784—2008
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