After-sales service & complaints handling

Even after shopping, questions often arise, e.g. to details of the products. In the worst case, there are also complaints that have to be clarified. We are therefore also your contact after the purchase.

The service of Agentur Frisch after your China import

As our customer, you can trust that we will not disappear after the deal is closed. We are still here for you after the actual China import. Our self-image as a full-service import agency means that we take care of everything for you until you are satisfied. These include, for example:

• subsequent questions regarding details
• complaints
• Back orders

We are your contact for problem solving of your China import, and gladly take care of everything else. We also have an open ear for your concerns after the order has been fulfilled.

When questions still arise: Problem solving for your China import

Sometimes, despite initial samples, golden samples and prototypes, customers are not satisfied with the goods they receive, or misunderstandings arise. Then, of course, we take over the communication with the manufacturer and do not rest until the change request is done.

In principle, we recommend a comprehensive consultation and the most precise agreements possible with regard to the form of the contract, as well as fixing all important points in the contract itself. If these cornerstones are given, subsequent wishes can be fulfilled much more easily. We will be happy to advise you on this point as well – as a preventive measure before the contract is signed and also after the contract has been concluded.

Complaint handling via Agentur Frisch

As your China importer, we are of course here for you when it comes to China import problem solving. In very rare cases, despite the most thorough controls, it may happen that defective goods are delivered from China. From a purely statistical point of view, such cases cannot be completely avoided. Even then, we are your strong import partner and make sure that you have no trouble with the matter. We clarify disputed points with the manufacturer and, if necessary, can arrange for replacement deliveries or compensation payments.

Spare parts from China for goods received

If any parts are missing from an order, we will immediately try to get spare parts from China for your delivery. This is part of our services and is done just as conscientiously and quickly as any other part of the China import that you handle through Agentur Frish We can order the following spare parts from China for you, for example, if the worst comes to the worst:

• missing components
• Spare parts for defective goods from China
• supplementary components (for example operating instructions)

Repeat orders as part of the after-sale service

You have ordered too little or want to have optimizations made for another delivery? Also in this case we will be happy to take care of your wishes. We talk to the manufacturer and explore your options to make follow-up orders and additions as lucrative and efficient as possible.

Complaint handling as part of the import business

Defective goods from China or defective deliveries cannot always be excluded, even with the greatest care, and do not only occur with China imports. As your full service provider, we are committed to providing full satisfaction in China import problem solving as well.

But even in the normal case of China import without any incident, we are happy to provide after-sale service for you. We clarify open questions and create commitment. Because we want our performance to mean the best service for you – and that we will soon find you in the large circle of our long-standing loyal regular customers.