After-Sales Service

Zhengzhou Lisheng Refractory Co., Ltd. primarily manufactures ceramic products, high-temperature glass, metal materials, and heating elements. We have compiled common after-sales service procedures for issues encountered by customers during delivery, installation, and use, as detailed below.

 

Product Damage and Crack Handling
If ceramic parts, quartz crucibles, lampshades, etc., receive cracks, chipping, scratches, or deformation, this may be due to collisions or thermal stress during transportation. Please take photos of the product and packaging within 48 hours of receipt and provide your order number. We will provide feedback within 24 hours regarding the handling results and, upon verification, arrange for a free replacement or compensation.

 

Assistance for Heat-Resistant Glass Product Cracks
If borosilicate glass or quartz glass tubes, plates, or crucibles experience local cracks, thermal shock shattering, or deformation during use, we will assist you in determining whether the cause is improper heating, cooling, or mounting methods. You only need to provide:

• Actual heating temperature and heating rate
• Photos or videos of the installation method
• Photos of any abnormalities

We will provide improvement suggestions and arrange for a remake or replacement according to our warranty policy.

 

Heating Element Failure Handling (PTC, MCH, Heating Film)
If customers report issues such as PTC ceramic discs not heating, heating film short circuits, or microwave ceramic component failure, please provide the following information:

• Operating voltage, current, and wiring method
• Ambient operating temperature and load conditions
• Batch number and usage time of the failed product

If it is determined to be a product issue, we will arrange a replacement within 3 business days.

 

Handling Ceramic Structural Dimension Discrepancies
If customers report issues such as dimensional jamming, mismatched interfaces, or misaligned holes during installation of ceramic structural components, please provide the following within 7 days of receipt:

• Photos of the actual product (including dimensional measurements and markings)
• Drawings or assembly instructions for use
• Equipment interface information for use

We will compare the original worksheet and quality inspection records. If the issue is due to processing deviations, we will arrange for rework or replacement.

 

Oxidation and discoloration of metals and composite materials
If your purchased nickel-based alloy components, carbon fiber composite components, or ceramic-based composite plates experience premature oxidation, structural delamination, or strength loss during use, please provide the following information:

• Operating temperature, atmosphere (vacuum, nitrogen, or air),
• Heating time and cooling method,
• Product batch or number

We will investigate the cause and recommend a more suitable material.

 

After-Sales Process and Response Time
We have established a standardized response mechanism for all after-sales issues:

• Initial assessment and resolution will be provided within 24 hours.
• Formal resolution or reissue plan will be provided within 3 business days.
• If a product re-manufacture is required, replacement parts will generally be delivered within 5-10 business days.

In addition, each customer will be assigned a dedicated after-sales specialist to follow up and provide feedback until the issue is resolved.