At PCOTEC, delivering high-quality raw materials is only the beginning. Equally important is the assurance that every customer receives long-term technical support, transparent communication, and timely problem-solving throughout the entire cooperation cycle. Our after-sales service system is built on professionalism, responsiveness, and accountability—ensuring that every batch we ship continues to perform reliably in our customers’ production environments.

1. Comprehensive Technical Support

We provide a full range of technical services for all Resin, curing agent, additive, and filler products. Customers receive complete documentation including the Certificate of Analysis (COA) and Material Safety Data Sheet (MSDS), ensuring traceability and safe handling.
Our technical team supports customers with usage guidance, application recommendations, formulation suggestions, and real-time answers to production-related questions.

2. Quality Assurance & Warranty Commitments

All products are covered under a 12-month quality guarantee when stored under dry and sealed conditions.
If any material is proven defective due to our production process (rather than improper storage or usage), PCOTEC will take full responsibility and provide replacement or corrective solutions.
Upon request, customers may also receive sample testing services for verification or comparison.

3. Efficient Customer Communication

Customer satisfaction is central to our service philosophy. We maintain open communication through phone, email, and designated service channels.
Each inquiry or issue is recorded in our service system, including customer details, product batch information, and a description of the situation.
Within 24 hours, our team will formally acknowledge receipt and begin internal coordination to analyze the case.

4. Transparent Complaint-Handling Procedure

PCOTEC follows a structured and disciplined process based on the principles of “Fast Response, Thorough Investigation, Effective Correction, and Customer Satisfaction.”

Step 1 — Complaint Receipt & Documentation

Service staff registers all necessary information and confirms details with the customer.

Step 2 — Initial Feedback & On-site Support

Customers receive feedback within 24 hours. If necessary, our team can visit the production site to collect samples or observe application conditions.

Step 3 — Root-Cause Analysis

Quality, technical, and production teams jointly review manufacturing records, QC results, raw-material data, and logistics history.
We determine whether the issue originates from raw-material quality, processing conditions, transportation, or storage.

Step 4 — Corrective Actions

Depending on the findings, corrective plans may include product replacement, technical adjustment, cost-compensation solutions, or application-process improvements.
We follow up on the correction results to ensure the issue is fully resolved.

Step 5 — Optimization & Prevention

All cases are summarized and reviewed by relevant departments to identify systemic improvements and prevent recurrence.

5. Continuous Improvement & Customer Focus

Beyond resolving issues, PCOTEC’s goal is long-term reliability.
Customer feedback is integrated into our R&D, production, and QC systems, forming a closed-loop improvement mechanism that strengthens quality control and enhances the performance of future batches.

We aim not only to solve problems quickly, but also to help our customers optimize production efficiency, improve coating results, and increase overall competitiveness.

Conclusion

PCOTEC's after-sales service system is more than a support function—it is a strategic commitment to ensuring our customers’ success. With timely communication, strict quality assurance, and a scientific complaint-handling process, we deliver peace of mind long after the product has left our factory.
Our mission is to build long-term partnerships grounded in trust, technical expertise, and consistent performance.