After-Sales Service

Shandong Zonxin Automotive Parts Co., Ltd. is a national high-tech enterprise integrating design, R&D, and precision manufacturing. The company is equipped with a highly skilled professional R&D team and advanced production equipment. Its main products include semi-trailer suspension systems, axles, and air suspension components for special vehicles.

All “Zonxin” brand suspension and air suspension products are manufactured and inspected in strict accordance with the TS16949 quality management system requirements and have passed testing by China Automotive Technology and Research Center Co., Ltd. (Tianjin). The standard load for Zonxin air suspension is 13 tons, and destructive fatigue testing is conducted at a maximum load of 26 tons, achieving a fatigue resistance of up to 100,000 cycles. The axle products are manufactured according to the JT/T475-2002 standard and have passed testing by the National Heavy-Duty Vehicle Quality Supervision and Inspection Center, with “Zonxin” brand axles achieving a fatigue resistance of up to 1.5 million cycles, nearly twice the required standard.

Based on confidence in the quality of “Zonxin” products and a strong commitment to customer satisfaction, we hereby make the following after-sales service commitments and regulations:

I. Service Network

The company has established a comprehensive nationwide sales and service network to provide users with fast and high-quality services.

II. Product Usage Requirements

Each product is accompanied by a Product User Manual upon delivery. Users must strictly follow the instructions for use, maintenance, and repair specified in the manual. Any form of modification to “Zonxin” brand products is strictly prohibited. Only original parts supplied by our company must be used during maintenance. Any consequences arising from non-original parts are not covered by the warranty.

III. Warranty Service Commitment

Within the warranty period, if any product damage or malfunction occurs due to product quality under normal use, our company will provide free repair or necessary replacement to ensure the product meets the specified performance standards.

IV. Warranty Claim Process

If any quality issue arises within the warranty period, users must contact our after-sales service department promptly. Unauthorized disassembly or repair will be regarded as voluntary termination of the warranty service, and all warranty rights will be void.

Under normal usage conditions, the warranty period for Zonxin air suspension and disc axle products is 1 year or 100,000 km (whichever comes first). This warranty covers only the main structure of the suspension and axle, excluding consumable parts.

V. Paid Services

For products beyond the warranty period that fail to operate normally or do not meet performance requirements, the company will provide paid services according to user needs, including the cost of parts and related service fees.

VI. Warranty Exclusions During the Warranty Period

The following situations are not covered by free warranty service:

1.Failure to perform lubrication and maintenance according to the schedule specified in the Product User Manual, resulting in product damage.

2.Improper installation, incorrect adjustment of axial clearance or brake clearance, or unauthorized replacement of wearing parts.

3.Product damage caused by severe overloading or extremely poor road conditions.

4.Failure to periodically tighten connecting bolts of the axle and air suspension, resulting in loosening or breakage.

5.Failure to comply with mandatory national regulations (e.g., tractors equipped with disc brakes must have hydraulic retarders; trailers must be equipped with ABS or EBS; water spray cooling devices are prohibited on disc brake axles).

6.Use of non-compliant valves or air circuits, private modification of braking or air suspension control pipelines, or the use of substandard aftermarket parts leading to product failure.

7.Vehicles operating in extremely harsh road conditions must shorten maintenance intervals to 3 months or 30,000–50,000 km. Vehicles frequently exposed to water must have hub caps opened in time for inspection and water removal.

8.Disc brake axles must be equipped with brake pad wear sensors. Damage caused by lack of this device is not covered.

9.Airbags must be kept free from oil contamination or debris. Damage due to oil, sharp scratches, loose bolts, or air leaks is not covered.

10.Vehicles stored outdoors for extended periods must protect airbags and rubber components. Damage due to improper storage or environmental exposure is not covered.

Any of the above conditions will void free warranty service. Paid maintenance services will be provided upon request.

VII. After-Sales Service 

Responsibility Zonxin’s after-sales services are managed by the company’s After-Sales Service Department, with service stations set up nationwide.

In the event of a product quality issue or related incident, users may file complaints directly with Zonxin’s After-Sales Service Department or local service stations, providing detailed information and product data.

For major accidents that may result in significant economic losses or legal liabilities, users are prohibited from handling the product without the company’s consent. The incident scene must be preserved; otherwise, all consequences will be borne by the user.

VIII. Service Response 

Time Upon receiving a customer complaint, we will contact the user within 4 hours and provide a solution.

If on-site service is required:Within 400 km: arrival within 24 hours.Beyond 400 km: arrival within 48 hours.

For cases not requiring on-site service: remote technical support will be provided via phone or video.

IX. Additional Provisions

1.The After-Sales Service Department is located at company headquarters.

2.All vehicle manufacturers and trailer assembly plants must distribute the Product User Manual to the end users of Zonxin products.

3.Users requesting free warranty service must provide proof that the product is within the warranty period (such as vehicle registration, VIN, odometer reading, product label, photos, or videos). If no proof is available, the company’s internal quality records or factory delivery records will prevail.

X. Cases Not Eligible for Free Service

1.Product failures caused by improper or abnormal use by the user.

2.Failures caused by misleading promotion by associated suppliers (e.g., exaggeration of product performance or warranty period).

3.Failure to install, use, or maintain the product according to the Product User Manual.

4.Failures caused by the trailer or other vehicle components.

5.Products that have exceeded the warranty period.

XI. Warranty Policy Updates

Due to industry market changes, the warranty period may be adjusted accordingly. No separate notification will be issued. The actual warranty period shall be subject to the contract.

XII. Customer Feedback and Continuous Improvement

Zonxin implements a customer return visit system to regularly gather user feedback to continuously improve product quality and achieve mutual success.