After-sales Service Commitment

Our company adheres to the corporate philosophy of "accurately grasping needs and creating success with quality", always putting product quality and stability first, relying on the company's strong core technology guarantee, intelligent management terminals, and perfect service management system to provide customers with high-quality services throughout the process. By implementing standard services, we strictly inspect each product produced to ensure product quality. We provide customers with all-weather, all-round, and full-life care services. We have specially formulated this service commitment and published it to the public on the company's official website (http://www.shandongtuolu.com/).

1. Product Quality Assurance Commitment

Our company has formulated a product warranty manual in accordance with the "Product Quality Law of the People's Republic of China" and the "Consumer Rights Protection Law". When a product has quality problems, we provide warranty services in accordance with the regulations of the warranty manual. Our company promises that the warranty period of the new energy special vehicle produced by our company is 365 days; the warranty period of key components such as power batteries, energy storage devices, drive motors, motor controllers, etc. is 5 years or 200,000 kilometers (whichever comes first); the new energy chassis part is consistent with the chassis factory warranty policy.

Our company promises that all new energy products are modified on the new energy chassis technology included in the "Road Motor Vehicle Manufacturing Enterprises and Products", and all new energy vehicle products are consistent with the official product announcements, environmental protection, and CCC.

Our company promises that product quality standards will be implemented in accordance with relevant national quality and technical standards and laws, regulations and requirements.

2. Training for after-sales service personnel and product users

After-sales service personnel training: All maintenance personnel of our company can only take up their posts after passing the training. The company encourages and helps maintenance personnel to continuously participate in training to improve their own maintenance skills and after-sales service capabilities. The company organizes professional and technical personnel and invites engineers from cooperative new energy chassis manufacturers to conduct product knowledge training, technical training, fault analysis and troubleshooting, maintenance and other case sharing for after-sales service personnel from time to time.

Service outlets personnel training: The company's new energy vehicles are modified vehicles that are equipped with special devices on the basis of Class II chassis or complete vehicles. The chassis battery, motor, electronic control and other key components are not changed. However, as the responsible entity of the new energy vehicle enterprise, the company regularly requests personnel training information from the after-sales service website of the chassis manufacturer and evaluates in the cooperative after-sales service network, develops after-sales service stations specifically for new energy vehicle products, regularly conducts assessments and evaluations, and assigns professional technicians to provide product maintenance technology training, fault analysis and troubleshooting, and repair cases for technicians at after-sales service stations to ensure that the service station capabilities can meet the after-sales maintenance requirements of new energy vehicles. The company requires service outlets to have special testing equipment and tools for new energy vehicles, and service personnel to have a sense of safety service, to ensure that each service outlet has the necessary after-sales service and emergency response capabilities.

Product user training: According to the provision of a vehicle instruction manual and maintenance manual for new energy vehicles, provide users with inquiries on operation, precautions, maintenance and other aspects. When the product is delivered, the company's after-sales engineer will introduce the product's usage characteristics and requirements to the user in detail, and demonstrate the essentials of using special devices and the precautions for the use and maintenance of key new energy components. The company guides consumers to develop good car-using and car-maintenance habits through driving and riding operation manuals, videos and other means on its official website.

3. After-sales service items and content

3.1 Quality warranty service

Provide lifelong after-sales service support for vehicles, establish maintenance files for each customer, and track and revisit the quality of vehicle maintenance. The company conducts quality appraisal of faulty vehicles. During the three-guarantee period, if the quality problem is confirmed to be the company's responsibility after appraisal, it will provide free service; and handle the user's quality claims.

3.2 Out-of-town rescue service

After receiving feedback from the user's fault problem, we will give a reply within 1 hour from the time we receive the user's information, arrive at the scene within 8 hours in the city, 24 hours in the province, and 72 hours outside the province. After the maintenance personnel arrive at the scene, they guarantee to solve minor faults within 4 hours, general faults within 10 hours, and provide clear solutions within 24 hours for major faults or special parts damage, and solve them in a timely and thorough manner to ensure that the vehicle resumes normal use.

During the normal use period of the vehicle, if any questions arise during operation or the vehicle fails during operation (without affecting the operation of the vehicle), our customer service center, on-site service personnel and local authorized maintenance service stations will provide users with fast and high-quality emergency services to ensure that the vehicle service is in place within 48 hours.

3.3 Enterprise new energy remote monitoring system management

Our company has built a new energy remote monitoring system by leasing, monitoring the operating status of new energy vehicles that have been sold, and providing customers with real-time after-sales service and vehicle data management until the vehicle is stopped or scrapped. The company monitors vehicle operation data to prevent vehicle failures, obtains real-time vehicle failure information in a timely manner, analyzes the cause of the failure, and coordinates to solve vehicle failures. Fault handling detected by the remote monitoring system: If a major safety failure occurs, immediately call the customer to park the vehicle as far away from the traffic as possible, turn off the power system, stay away from the vehicle, pay attention to their own safety, and call for rescue.

4. Spare parts provision and quality assurance period

4.1 Spare parts provision

Our company cooperates with service outlets to jointly establish a spare parts reserve system, fully considers consumption dynamics and actual market supply and demand, and regularly makes necessary modifications according to actual conditions to ensure the rationality of spare parts reserves; for spare parts of key new energy components, the company jointly establishes appropriate after-sales spare parts with chassis manufacturers.

4.2 Quality assurance period

4.2.1 The main assembly parts of the new energy special vehicle sold by our company are subject to a one-year warranty since the vehicle leaves the factory. The warranty period of key components such as power batteries and other energy storage devices, drive motors, motor controllers, etc. is not less than 5 years or 200,000 kilometers. The three guarantees for the chassis part are implemented in accordance with the three guarantee periods of various accessories in the "Quality Assurance Manual" of the new energy chassis and refer to the chassis warranty manual.

4.2.2 After receiving the customer's repair information, the maintenance personnel will arrive at the site as soon as possible and start repairs. (Note: When reporting a repair, we hope that customers will provide the company's factory nameplate or the last eight digits of the chassis number, and take photos of the reported faulty parts and send them to the after-sales service department. The after-sales service personnel can predict the fault and develop a repair plan based on the pictures.)

4.2.3 When a customer encounters a performance failure during normal use, the company promises the above warranty services. In addition, if the applicable laws and regulations of the country have other clear provisions, the company will comply with the relevant laws and regulations.

4.3 After-sales warranty content and scope

For all new energy vehicles produced by the company, within the prescribed after-sales "three guarantees" period, if the user does not modify, add or replace accessories on the purchased vehicle and correctly operates, uses and maintains it in accordance with the provisions of the "User Manual", the company's authorized service station or after-sales engineer identifies that the modification part failure or component damage is due to product quality problems. The company will implement the "upper three guarantees period" regulations and provide after-sales "three guarantees" free repair services. The damaged parts will be returned to the company by the after-sales service station for future reference.

The battery pack and supporting control system during the warranty period are provided with technical maintenance and warranty by the chassis service outlets. The use of the battery after the warranty period shall be negotiated separately by the user and the chassis. If the user needs to replace a new battery after the warranty period, the company can contact the chassis manufacturer or the cooperating power battery recycling company to recycle the battery for the user.

During the warranty period, if a serious quality problem confirmed by both parties occurs, the warranty period will be interrupted. After the problem is eliminated, the warranty period will be calculated again.

After the warranty period, if the battery pack and its supporting control system have quality problems or parts are damaged, the service outlets shall still bear the responsibility for repair and replacement, and the user shall pay the service outlets for the relevant expenses required for repair and replacement.

Regular monitoring of the battery pack and its supporting control system. During the warranty period, if the new energy remote monitoring system finds a vehicle with a level 3 fault alarm, the after-sales engineer will promptly notify the user to take measures to eliminate safety hazards and feedback the processing results to the local and national regulatory platforms within 1 day. For vehicles that have multiple level 3 fault alarms within one day, a safety inspection will be arranged. Our company or the authorized service station shall send personnel to the site for free repair within 48 hours after receiving the user's notification and repair the fault in time.

After-sales service of new energy vehicle chassis shall be carried out in accordance with the "Pure Electric Vehicle Chassis Maintenance Manual" and the "Pure Electric Vehicle Chassis Quality Assurance Manual". Our company will assist users in the maintenance and repair of the chassis at the authorized maintenance stations designated by the pure electric vehicle chassis manufacturer, so that users can get high-quality service.

After-sales warranty principle: repair is the main focus, and parts or assemblies that cannot be repaired will be replaced.

4.4 Disclaimer and scope

4.4.1 If the vehicle model, motor model, and chassis number on the warranty certificate do not match the actual product or are altered, the three-guarantee repair will not be provided.

4.4.2 Unauthorized modification, installation, and replacement of product parts of the company's products, such as adding spring leaves, replacing thickened leaf springs, electrical equipment, structural parts, or replacing hydraulic parts, will not be provided for three-guarantee repair.

4.4.3 Failure to use and maintain the product in accordance with the requirements of the User Manual, or use beyond the scope, including but not limited to the following: damage to spare parts due to irregular filling or replacement of lubricating oil and hydraulic oil; vehicle failure due to improper operation; or deformation and damage of the product due to changes in the loading medium. Products that are not covered by the warranty will not be covered by warranty, including changes to parts and vehicle damage or failure caused by such changes; secondary failures and damaged parts caused by forced use due to failures in the modified parts of the vehicle; parts disassembled and repaired by the user without the consent of the company; losses caused by any natural disasters, fires, collisions, thefts and secondary damage caused by such losses, or any damage caused by smoke, chemical reagents, seawater, sea breeze, salt or other similar reasons; normal wear, discoloration, degradation of products caused by normal use, etc.

5. Feedback on problems found during after-sales service

For batch product failures or safety hazards that occur during the maintenance of new energy vehicles, the company will feedback the quality problems related to the chassis to the cooperating chassis manufacturer to assist it in formulating a reasonable solution. If the chassis manufacturer that cooperates with the company determines that the product has a design problem, the recall will be carried out in accordance with the relevant provisions of the National Regulations on the Recall Management of Defective Automobile Products.

At the same time, the quality problems reported in the after-sales service system, including component defects, design defects, assembly problems, vehicle use failure phenomena, maintenance diagnosis process and failure causes, customer complaints, and failure information obtained from other channels are summarized and analyzed to form a "Market Quality Information Feedback Form" to be delivered to the relevant departments of the company. The Quality Assurance Department organizes relevant departments to review and analyze quality reasons according to the type of quality information, formulate solutions, and promote relevant departments to improve and optimize products, ensure product quality, solve customer concerns, and improve customer satisfaction.

Our company has set up a 24-hour user service and complaint hotline 0536-6123321 all year round. For quality problems or technical consultations reported by users, we will reply to solutions within 12 hours at the longest, and promise: when maintenance services are needed, we will arrive at the site for maintenance within 24 hours at the latest. For all kinds of user complaints, we will reply to solutions within 24 hours at the longest.

6. Power battery recycling regulations

Our company assumes the main responsibility for recycling waste power batteries of new energy vehicles, and entrusts professional companies with corresponding qualifications to undertake the corresponding battery recycling, utilization and disposal work, establish a traceability system for power batteries and improve the traceability information table, clarify the battery traceability information: unique identification (power battery code), power battery charge and discharge times and other information, ensure that the flow of power batteries can be traced, and fulfill commitments in accordance with relevant requirements. The company's battery recycling methods mainly have two channels, one is to sign a cooperation agreement with companies with battery recycling qualifications, and the other is to cooperate with chassis manufacturers. Both methods can collect and store waste lithium batteries through the after-sales service outlets of the company or chassis manufacturers, and notify battery recycling companies in batches or use the recycling channels of chassis manufacturers to recover and process the waste power batteries eliminated by the company's products, so as to ensure the recyclability and cascade utilization of power batteries.

At the same time, in accordance with the requirements of the "Management Measures for the Ladder Utilization of Power Batteries for New Energy Vehicles" (Ministry of Industry and Information Technology Joint Meeting [2021] No. 114), our company discloses to the public technical information such as the maintenance and replacement of power batteries used in new energy vehicles, and discloses the information of battery recycling service outlets and recycling steps that cooperate with the company to provide users with convenient and fast recycling services and establish a complete power battery recycling channel.

7. Claims processing process

The Quality Assurance Department organizes relevant departments to conduct reviews to lock in the causes of faults and safety accidents, determine the responsible party, and solve customer losses as soon as possible. If the cause of the problem is caused by the supplier's quality problems, the supplier will be held responsible and the supplier will be ordered to replace and repair all vehicles involved to ensure product quality and bear customer losses. Provide analysis reports for such faults, and conduct horizontal and vertical inspections of the quality of products of the same batch or type to ensure that the factory parts meet the applicable requirements of the vehicle.

8. Response measures when serious problems occur in product quality, safety, environmental protection, etc.

Establish an emergency response team for serious problems in product quality, safety, and environmental protection, including a communication liaison team, an on-site rescue team, a logistics support team, a technical handling team, and a crisis handling team, and establish a new energy vehicle safety accident management method;

When serious problems occur in the quality, safety, and environmental protection of new energy products, the on-site handling team will rush to the scene as soon as possible to cooperate with the chassis service station personnel to deal with the problem;

The technical handling team arrives at the scene within 12 hours to assist the chassis service station personnel in accident identification and evidence collection. If a third-party agency is required to identify, the on-site rescue team needs to maintain the scene and wait for the agency to arrive;

The crisis handling team is responsible for releasing the true and detailed information of the accident to the public, solving customer concerns, and the company's response solutions to this are open to the public, so as to achieve honest operation, service first, customer first, and fully respect and guarantee the customer's right to know.

9. After-sales service outlet management

At present, there are two main ways to develop and build after-sales service outlets in our company. One way is to develop after-sales service outlets in the vehicle operation area to meet the after-sales maintenance of new energy products. The second way is to combine the after-sales service outlets of the second-class chassis manufacturers, and after our company evaluates whether they have the after-sales service capabilities and comprehensive evaluation service capabilities of new energy vehicle products, they will be included in our company's after-sales service outlet system.

The sales outlets and maintenance outlets currently designated by our company are all built after relevant screening and evaluation in the vehicle operation area. The company's existing authorized after-sales service outlets meet the full coverage of the promotion and application areas of our company's new energy products, and reasonably arrange after-sales service outlets and power battery recycling service outlets. They have complete special testing tools and equipment for new energy vehicles. Through training, it is ensured that service personnel have a sense of safety service, and each service outlet has the necessary after-sales service and emergency handling capabilities. Each service outlet is equipped with an independent power battery testing and maintenance area, implements fire separation measures, and strengthens fire safety management.

Our company's sales and service personnel must undergo professional training before they can take up their posts. The Information Technology Department and after-sales service personnel will earnestly provide after-sales service and emergency support capabilities for new energy vehicles, conduct self-inspections of after-sales service stations and new energy products in use at the beginning of each year, and submit self-inspection reports to the competent authorities. Sales