Discussion on Two Technical Issues of After-sales Service for Construction Machinery

With the development of The Times, microelectronics technology has been increasingly applied in construction machinery. We are hearing more and more terms such as microcomputers, digitalization, fault diagnosis, remote communication, electronic control engines, and touch screens. Although most of these things are purchased, they do enhance the selling points of the products and dress them up in a high-tech coat.

However, technological progress does not necessarily mean an improvement in reliability, especially for some domestic manufacturers. As soon as new products are launched, they are immediately put on the market. Once the products reach the users, if any problems occur, it is the responsibility of the service department. If it happens to be a problem with the microelectronic system, it is often only possible to replace the component assembly, and even finding the fault is very difficult. We can think about how we fix it when there is a problem with the computer. The computer components are fine. After all, they are compatible with most machines. The required components are hardly available in the local market and the prices range from a few dozen to over a thousand yuan.

Even so, the maintenance of hardware often still relies on experience because the weak current signal of the data cable cannot be measured with a multimeter. For instance, the USB port on a computer used to be located at the back. With the popularity of USB devices, most manufacturers have also set up USB ports at the front. However, some of the front ports don't work. It is said that this is due to low voltage. The line is just a little longer and then it doesn't work. Could this situation occur in construction machinery? Sometimes, if "experience" really doesn't work, just try something else. Construction machinery is different. Even if the hardware of various manufacturers is the same, the software is often different. Most of them still need on-site debugging after installation. For example, the MC6 controller of Rexroth Company has a different software version on the ABG423 paver and other companies' pavers. It is used for walking control and must be debugged according to the parameters of the "peripheral equipment" after installation. Therefore, if such a system malfunctions, only the manufacturer can handle it. If it is within the three-guarantee period, service personnel are often needed to handle it, but the quality of the service personnel is difficult to meet the requirements. What should I do? There's no choice but to change. Let's give it a try. This inevitably leads to a "misdiagnosis". If the returned parts are not properly handled, huge losses will be left to the manufacturer. If the warranty period is out, the cost for users to repair the machine will be even more astonishing. Some users just gave up.

The application of informatization and high technology is an unstoppable development trend, but it must be carried out under certain conditions, must be suitable for national conditions, and must solve the problem of low reliability. Some manufacturers leave many problems unsolved and blindly pursue high technology. I have been serving in the market for over two years and have never heard users complain about the low digitalization level of their products. I have also never seen any fault diagnosis or remote communication functions of any company solve any problems. Fault diagnosis mainly focuses on identifying problems within the electrical system itself. If one wants to diagnose issues with other systems, a large number of sensors and alarm switches would have to be installed, which would inevitably lead to a decline in reliability and an increase in costs. Computers are advanced enough, aren't they? We can also think about their own fault diagnosis. How many of them are diagnosed by themselves?

To enhance reliability, foreign suppliers often adopt shockproof and waterproof designs for electronic equipment used in construction machinery. They apply a layer of adhesive on the circuit boards, and some even adopt non-detachable designs, which also serve to keep the technology confidential. This often makes fault diagnosis and maintenance more difficult, so it is often necessary to replace the entire unit.

This is not merely an issue of after-sales service, but also a matter of the product's development direction.

The electrical system has signals that are difficult to measure, and the hydraulic system also has parameters that are difficult to measure - flow rate. For a long time, we have often relied on pressure to diagnose faults in hydraulic systems because flow is not easy to measure - flow meters cost from several thousand to tens of thousands of yuan, and most manufacturers do not have them. Not to mention that each service staff member has one. Even professionals may not be able to solve the problem of low speed based on pressure, let alone service staff. Even if there is a flowmeter, one not only needs to be able to measure but also calculate, knowing exactly where the flow rate is normal. This is somewhat difficult for the vast majority of service staff.

Regarding the above issues, manufacturers cannot simply stipulate a one-year warranty period and call it a day. We know that the core components of some household appliances are guaranteed for five years, ten years or even lifetime. To solve difficult problems, it is not enough to rely solely on the efforts of service personnel outside. When necessary, developers should take the lead themselves or return the problem to the factory for repair. As after-sales service personnel, they must also improve their own qualities. Enterprises should purchase appropriate measuring instruments and build a better platform for the progress of all kinds of personnel.