When you buy linear guides, ball screws or other motion components across borders, the biggest headache is often not placing the order – it’s what happens after the goods arrive: slow replies, unclear responsibilities, and the feeling that every small question turns into a long email thread.

For us, good after-sales service is not about typing “Hi, we are here 24/7" in the chat window. It’s about having a clear, standardized process so you know exactly where to find drawings, what to prepare when there is a problem, and how to reorder spare blocks or accessories without starting from zero.

Below is the after-sales workflow we are already running for our customers.

Many engineers told us the same thing: they just wanted to confirm a mounting dimension, but had to send a message and wait for a reply from support. It breaks their focus and wastes time.

That is why we moved the most important information to the product page itself:

• Complete dimension tables – block sizes, mounting hole spacing, rail height and other key parameters at a glance;
• Mounting diagrams / installation sketches – to double-check the available space and compatibility with your existing machine;
• CAD drawing download links – so you can import the model into your design software for interference checks and detailed layout.

For common sizes such as MGN12, HGR20 and similar linear guide series, you can usually finish your selection and dimension check by yourself without waiting for a sales reply.

If you need a customized drawing (non-standard length, special pitch of mounting holes, matched ball screw support or housing, etc.), just leave a message when you place the order:

Order number + “drawing required" + a short description (for example: stroke, lead, mounting face height)

On working days we normally respond within 4 hours; in cross-time-zone cases, we commit to a maximum 12-hour response, so your installation schedule is not delayed.

What really exhausts buyers is not the issue itself, but the endless back-and-forth: different people asking the same questions, and no clear decision.

Our principle is simple: solve the problem first, then discuss the root cause.

If you suspect a quality issue with your linear guide, ball screw or related parts, you only need to send us three things once:

1. Order number (or purchase date + company / receiver name);
2. Photos or videos of the problem ( ideally including the installation position and failure symptoms);
3. Your expectation (replacement? additional shipment? refund?).

After we receive this package of information, we will:

• Skip the long “question checklist" and forward your case directly to our technical team;
• If it is confirmed as a product-related issue, provide a solution within the same day – replacement, reshipment or refund, depending on the case;
• If a return or exchange is required, cross-border freight is on our side, so you are not paying extra for a problem you did not create.

For you, the process is straightforward: describe the problem clearly once, send evidence once – and let us handle the internal workflow.

During pilot runs or capacity expansion, many customers face a similar situation:

“The original linear guides work very well.
Now we only want to buy extra blocks or end caps with the same specification,
but the original model code is too long and nobody remembers it."

Our solution: let the system remember the details for you.

To reorder spare parts, you only need to provide:

• Your previous order number or basic shipping information;
• The approximate quantity and type of parts you need (for example: linear blocks only, end caps, dust protection accessories, etc.).

Then we will:

• Retrieve your complete purchase record and configuration from our system;
• Match exactly the same model and specification as your existing rails or screws, ensuring full compatibility;
• Support batch replenishment, with priority dispatch from the warehouse to reduce machine downtime.

No more digging through old chats, no more guessing one letter in a long code. You can treat us as your “external memory" for all those product details.

For cross-border purchases of precision components like linear guides, ball screws, linear bearings and shafts, time zones, language and information gaps can easily turn a small question into a big delay.

When we designed our after-sales workflow, we focused on solving exactly these issues:

• Transparency – dimension tables, mounting sketches and CAD files are made public so you can solve many questions by yourself;
• Standard procedure – every potential quality issue is handled through the same “order number + on-site photos / videos + expected solution" package;
• Traceable records – as long as an order number exists, we can quickly find the exact specification for follow-up orders or replacements.

This means you do not have to sit in front of a chat window waiting for instant replies. In many cases, the information and process itself is enough for you to move on.

And when human support is necessary, our team already has a clear checklist and data, so we can give you a concrete answer instead of generic promises.

From the moment you place an order, we are already preparing for the possible after-sales scenarios:

• Product pages contain the information you most frequently ask for;
• Quality issues follow a clear, fast and documented handling route;
• Spare parts orders are linked to your previous order numbers, so you can reorder without re-doing the selection work.

You don’t need to wait, you don’t need to repeat yourself to different people, and you don’t have to worry that “when the contact person changes, the whole story resets".

If you already have machines running with our products, you can also share your main purchased models and quantities with us. We can prepare a customized:

After-Sales Quick Reference Card – including your typical models, drawing links, contact channels and instructions for reordering spare blocks and accessories.

Just print it and stick it near the machine. Your on-site team will know exactly what to do when something comes up.

Making after-sales simple is not only about being friendly. It is about giving you more time to focus on what really matters: delivering projects, improving your process and growing your business.