Recently, we received feedback from a long - term customer that their electric flatbed was unable to pan during use. Although our company does not provide on - site after - sales services, we attached great importance to this issue and immediately activated our remote technical support mechanism to ensure the smooth resolution of the customer's problem and minimize the impact on their production.
The customer, a machinery manufacturing enterprise that has cooperated with us for many years, reported that the electric flatbed suddenly failed to perform panning actions during daily transportation of large workpieces, which affected the accurate positioning of materials in the workshop. After receiving the feedback, our after - sales service team responded within 1 hour and arranged senior technical engineers to connect with the customer through video calls. The engineers carefully inquired about the details of the fault, such as the service life of the flatbed, the frequency of use, the load during the fault, and whether there were abnormal sounds or sparks before the fault. They also asked the customer to take photos and videos of the flatbed's panning mechanism, electrical connection parts, and control panel to obtain first - hand information.
Based on the collected information and the customer's on - site feedback, our technical team combining the service life of the electric flatbed (three years) and the working environment, they initially judged that the problem might be caused by wear of the transmission gear of the panning mechanism, loosening of the electrical connection terminal, or failure of the control module. To further confirm, the engineers guided the customer's maintenance personnel to conduct simple inspections on the spot, such as checking whether the transmission parts were stuck, whether the electrical wires were loose, and whether the indicator lights of the control panel were normal, through video guidance.
After verification, the root cause of the fault was finally identified: the transmission gear of the panning mechanism was seriously worn due to long - term heavy - duty operation, resulting in unstable transmission; at the same time, the electrical connection terminal was loosened due to vibration during operation, leading to intermittent power supply to the panning motor.
Subsequently, our technical team formulated a detailed remote solution. They provided the customer with a list of required replacement parts (including high - wear - resistance transmission gears and connecting terminals) and arranged for the fastest logistics to deliver the parts to the customer's factory. During the waiting period for parts, the engineers sent the maintenance operation videos and diagrams to the customer's maintenance personnel in advance, explaining the key steps and precautions of disassembly, replacement, and debugging in detail.
After the parts arrived, under the remote guidance of our technical engineers, the customer's maintenance personnel successfully completed the replacement of the transmission gear and the tightening and treatment of the electrical connection terminal. The engineers also guided them to conduct a comprehensive inspection of other components of the electric flatbed, such as the track, brake system, and control panel, through video to eliminate potential safety hazards.
After the maintenance, the customer conducted multiple load - bearing panning tests on the electric flatbed. The test results showed that the panning function returned to normal, and the operation was smooth and accurate. The customer's on - site manager expressed satisfaction with our remote technical support: "We were a little worried at first because there was no on - site after - sales service, but your professional remote guidance and efficient parts supply made us feel at ease. The problem was solved quickly, and the effect was very good, which did not have a big impact on our production progress."
In addition, aiming at this fault, our technical team summarized the experience and provided the customer with a detailed daily maintenance manual for electric flatbeds through email, including the cycle and method of checking transmission components, the skills of tightening electrical connections, and the precautions for lubricating moving parts, to help them reduce the probability of similar faults.