After-sales Service Process: What Information We Need To Support You Efficiently

  At Guangdong Quan Guan Intelligent Technology, we are deeply committed to delivering reliable, efficient, and user-centric after-sales service for every Ice Bath Chiller and Cold Plunge Chiller user worldwide. We understand that equipment downtime can disrupt your routine—whether for personal recovery, fitness training, or commercial operations—and that’s why we’ve streamlined a transparent, fast-track workflow to resolve issues promptly. The key to unlocking this efficiency lies in providing accurate, comprehensive information upfront: this allows our specialized engineering team to bypass unnecessary back-and-forth, diagnose root causes with precision, and deliver targeted solutions—saving you time, effort, and potential losses.

1. Share Basic Order & Product Information (Non-Negotiable Foundation)

To initiate the after-sales process, please provide complete order and product details—this is the first step in ensuring we can locate your exact chiller model, manufacturing specifications, and purchase history. Required information includes:

Your unique order number (found on your order confirmation email or invoice) or a clear copy of the invoice/receipt.

Exact purchase date (month and year) to verify warranty coverage—our Ice Bath and Cold Plunge Chillers come with a standard manufacturer’s warranty, and this date helps us confirm eligibility for free parts replacement or repair services.

Delivery country/region and installation address (if different from the delivery address). This critical detail allows us to cross-reference regional specifications, such as power voltage (110V/220V), plug type (Type A/B/C/G, etc.), and local compliance standards—factors that often relate to electrical or operational issues. For example, a chiller designed for European 220V power may malfunction if connected to a 110V outlet in North America, and knowing your location helps our team rule out such regional mismatches immediately.

Optional but helpful: Product serial number (located on the back panel or bottom of the chiller)—this further confirms your unit’s unique manufacturing batch and component details, ensuring we recommend 100% compatible parts or solutions.

2. Provide Clear Visual & Descriptive Evidence of the Issue (80% of Remote Resolutions Depend on This)

Visual documentation is the most powerful tool for remote troubleshooting—our engineers can resolve over 80% of common issues (e.g., cooling inefficiencies, pump failures, error codes) without on-site visits if they have clear photos or videos. Please capture and send the following:

A 30-60 second video showing the chiller in operation: Start the video with the chiller turned off, then power it on and record the full process—include footage of the unit’s exterior, any unusual sounds (e.g., grinding, buzzing, or no noise at all), water flow (if applicable), and how the issue manifests (e.g., the chiller shuts off abruptly, fails to cool, or leaks). Ensure the video is well-lit and stable (avoid shaky footage) so our team can observe details like fan movement, water leakage points, or abnormal vibrations.

High-resolution photos of the controller screen: Focus on the PV (Process Value, i.e., the actual temperature) and SV (Set Value, i.e., the target temperature) readings. If an error code appears (e.g., “E1,” “E3,” “LOW FLOW”), take a close-up photo of the code—our engineers have a comprehensive error code database and can instantly identify issues like sensor malfunctions or water flow blockages from these codes.

Photos of critical components: Capture clear images of tubing connections (check for loose fittings, cracks, or kinks), the water pump (ensure it’s visible and free of debris), wiring (look for frayed cables or disconnected plugs), and the chiller’s air intake/exhaust vents (clogged vents often cause overheating). If you’ve noticed leaks, take a photo of the leak source and surrounding areas to help us determine if it’s a tubing issue, gasket failure, or condensation problem.

A detailed written description: Supplement visuals with notes about the issue—e.g., “The chiller runs for 10 minutes then shuts off, showing error E2,” “Water flow is weak even though the pump is on,” or “The unit makes a loud rattling noise when cooling.” Also include context: Has the chiller been moved recently? Was it exposed to extreme temperatures (e.g., direct sunlight, freezing weather)? Have you changed the water or cleaned the filter lately? These details help our team connect the dots for a faster diagnosis.

3. Engineer Diagnosis & Step-by-Step Guidance (Tailored to Your Issue)

Once we receive your information, our dedicated engineering team (with years of specialized experience in Ice Bath and Cold Plunge Chillers) will review all details within 24 business hours. Here’s what happens next:

Comprehensive issue analysis: Our engineers cross-reference your order details, visuals, and descriptions with our product technical manuals and common troubleshooting databases. For complex issues, they may conduct internal tests on identical chiller models to replicate the problem and validate solutions.

Personalized troubleshooting guidance: We’ll send you a detailed, easy-to-follow guide (with text, photos, or short videos) tailored to your specific issue. For example, if your chiller isn’t cooling, we may guide you through cleaning the condenser coils, checking the refrigerant level, or verifying the temperature sensor connection. For pump errors, we’ll show you how to clear debris from the pump intake or replace a faulty impeller.

Clear confirmation on parts needs: After guiding you through basic troubleshooting, we’ll confirm whether the issue requires replacement parts (e.g., a faulty sensor, broken pump, or damaged controller) or if it can be resolved through adjustments. If parts are needed, we’ll provide a detailed list, part numbers, and estimated delivery times—all covered under warranty if applicable.

4. Replacement Parts Arrangement (Fast, Easy, and Transparent)

If replacement parts are necessary, we prioritize speed and convenience to minimize your chiller’s downtime:

Precision parts preparation: We stock all critical components for our Ice Bath and Cold Plunge Chillers (including water pumps, temperature sensors, controllers, gaskets, and filters) in our global warehouses. Once approved, we pick and pack the exact parts matching your unit’s model and serial number to ensure 100% compatibility.

User-friendly installation support: We provide a step-by-step installation video and written guide specific to the part you’re replacing. Most parts (e.g., pumps, sensors, filters) are designed for easy DIY installation—no specialized tools or technical expertise required. If you need additional help, our engineers are available for real-time video calls to walk you through the process.

Fast shipping options: We ship parts via trusted express carriers (e.g., DHL, FedEx, UPS) based on your location, ensuring delivery within 3-7 business days for most regions. For urgent commercial needs, we offer expedited shipping options to get parts to you even faster.

Post-installation verification: After you install the part, we’ll follow up to confirm the chiller is operating normally—we may ask for a short video of the unit running to ensure the issue is fully resolved.

5. Follow-up Support (Your Satisfaction Is Our Long-Term Commitment)

Our after-sales service doesn’t end when your chiller is back up and running—we’re committed to ensuring your long-term satisfaction and optimal use of the product:

Proactive check-ins: We’ll follow up with you 1 week and 1 month after resolving the issue to confirm the chiller is functioning properly and address any new questions or concerns.

Ongoing technical advice: If you have questions about maintenance (e.g., how often to clean the filter, how to winterize the chiller), usage tips (e.g., optimizing cooling efficiency, adjusting temperature settings for different needs), or future upgrades, our team is always available to provide expert guidance.

Feedback collection: We value your input—we’ll ask for feedback on your after-sales experience to continuously improve our process, speed, and support quality. Your suggestions help us make our service even more efficient and user-friendly for all customers.

At Guangdong QuanGuan Intelligent Technology, your trust in our Ice Bath and Cold Plunge Chillers is matched only by our commitment to supporting you every step of the way. By providing the required information upfront, you’re not just speeding up the troubleshooting process—you’re ensuring that we can deliver the most accurate, effective solutions to get your chiller back to peak performance as quickly as possible. Whether you’re a home user relying on your chiller for recovery or a gym owner serving clients, we’re here to minimize downtime, maximize convenience, and uphold the reliability of our products. If you need to initiate after-sales service, simply contact our support team via email, phone, or our online portal, and we’ll guide you through each step—every interaction with our team is designed to be stress-free, transparent, and focused on your needs.