Hubei Off road Special Vehicle Co., Ltd
After-sales service commitment letter

The company has established a complete quality assurance system and after-sales service system, and established after-sales service points in various regions across the country. The products produced by the company have excellent operating experience in the market and have a good reputation in the market. In order to better provide high-quality after-sales service, our company solemnly makes the following after-sales commitments:

1. The electronic information of the new energy vehicles and fuel vehicle products sold by the company is consistent with that of automobile products. The chassis used are all announced models that have obtained production access from enterprises and their countries, and have passed special inspections for new cars and comply with relevant automobile standards. The warranty period of major key components, such as power battery energy storage device, drive motor, motor controller, etc., is promised to be no less than 5 years or 200,000 kilometers (whichever comes first). The specific warranty details are subject to the vehicle instruction manual.

2. Training of internal service personnel: The company has established an after-sales service group and invites engineers from cooperating chassis manufacturers from time to time to conduct product knowledge training, technical training, etc. for team members;
external service network personnel training: the company's new energy vehicles are modified vehicles with special devices installed on Class II chassis. We do not change key components such as chassis batteries, motors, and electronic controls. However, as the responsible entity of new energy vehicle companies, the company regularly requests personnel training information from after-sales service sites such as chassis manufacturers.

Product user training: In accordance with the requirements of the 'Interim Measures for the Management of Recycling and Utilization of New Energy Vehicle Power Batteries', the company's website publishes information on new energy vehicle battery power battery devices. The company provides an accompanying 'Instruction Manual' for the new energy vehicles it sells, providing users with inquiries on operations, precautions and maintenance. When the car is delivered, the company's engineers will introduce the product's usage characteristics and requirements to the user in detail, and demonstrate the essentials for using special devices and the precautions for using key new energy components.

3. After-sales service items and content
1) Quality warranty: conduct quality appraisal for faulty vehicles and handle users’ quality claims
2) 24-hour outing rescue.
After the after-sales department receives feedback from users about fault problems, after-sales technical engineers will first guide the user to troubleshoot general faults over the phone. If the problem still cannot be solved, within 0.5 hours, the company's after-sales department will notify the corresponding chassis service station personnel to go to the site to deal with it. If the company's after-sales service personnel need to go to the site to handle the fault according to the situation, they will arrive at the site within 24 hours within the province and within 72 hours outside the province. After maintenance personnel arrive at the scene, minor faults will be resolved within 4 hours; first-level faults (simple parts are damaged) will be resolved within 10 hours; second-level faults (special performance faults) will be provided with clear solutions within 24 hours, and will be resolved completely in a timely manner. In the event of a level three failure (chassis power system, electronic control system failure), the vehicle will be restored to normal operation within 48 hours. Our company will provide lifelong after-sales service, train operators and provide relevant technical information for users according to their needs. In order to keep the vehicle in good condition and use its special functions normally, users are obliged to perform daily and regular maintenance and troubleshooting of common faults on the vehicle chassis and its modified parts.
3) Remote monitoring system: The company can use the new energy monitoring platform of the OEM to monitor the operating status of the new energy vehicles sold until the vehicles are stopped or scrapped.

4. Spare parts supply and quality assurance period
1) The spare parts supply
company establishes a spare parts reserve system, fully considers consumption dynamics and the actual market supply and demand, and regularly makes necessary modifications according to actual conditions to ensure the rationality of spare parts reserves; spare parts for key new energy components: The company promptly updates the new energy sales list to chassis manufacturers to provide accurate and effective basis for key spare parts for chassis manufacturers.
2) Quality guarantee period
(1) Three guarantee period for body parts: calculated from the date of shipment, the 'three guarantee' period for structural parts is one year; the 'three guarantee' period for domestic hydraulic system cylinders, pumps, and valves is one year; the 'three guarantee' period for imported hydraulic system is one year; The 'three guarantees' period for system cylinders, pumps, and valves is one year; the 'three guarantees' period for cylinders, vacuum pumps, water pumps, ball valves, and air valves is one year; the 'three guarantees' period for various electrical switches, instruments, sensors, electromagnetic coils, etc. is three months.
(2) Three-guarantee period for the chassis part: The three-guarantee period for the new energy chassis part shall be implemented in accordance with the three-guarantee period for various accessories stated in the 'Quality Assurance Manual' for the new energy chassis ordered by our company.
(3) After-sales 'Three Guarantees' certificate: after-sales service warranty card and invoice (or copy of invoice)
3) After-sales warranty content and scope:
(1) For all new energy vehicles produced by Hubei Off road Special Vehicle Co., Ltd, within the specified after-sales 'Three Guarantees' period, if the user does not modify, install, or replace the accessories of the purchased vehicle and strictly follows the provisions of the 'User Manual' for correct operation, use, and maintenance, the vehicle shall be purchased through a special service station Or if the company's after-sales department determines that the modification part is faulty or the parts are damaged due to product quality problems, the company will provide after-sales 'three guarantees' free maintenance services in accordance with the 'three guarantees period' in Article (1) above, but the damaged parts must be returned to the company for future reference.
(2) The battery pack and supporting controls within the warranty period are technically maintained and guaranteed by the chassis service network. The use of the battery after the warranty period is subject to separate negotiation between the user and the chassis. If the user needs to replace the battery with a new one after the shelf life, the company can contact the chassis supplier for the user to recycle the battery.
(3) During the warranty period, if a serious quality problem occurs that is mutually confirmed by both parties, the warranty period will be interrupted. After the problem is eliminated, the warranty period will restart.
(4) After the warranty period, if the battery pack and its supporting control system have quality problems or parts are damaged, the service outlet should still bear the responsibility for repair and replacement, and the user should pay the service outlet the relevant costs for repair and replacement.
(5) Regular monitoring of the battery pack and its supporting control system. During the warranty period, the new energy monitoring platform finds vehicles with level 3 fault alarms. The after-sales department will promptly notify the end user to take measures to eliminate safety hazards and the results will be reported to the local and national regulatory platforms within one day. For vehicles with multiple Level 3 fault alarms within one day, safety inspections will be arranged. Our company or a special service station shall send personnel to the site for free maintenance within 48 hours after receiving notification from the user to repair the fault in a timely manner;
(6) New energy vehicle chassis after-sales service shall be implemented with reference to the 'Pure Electric Vehicle Chassis Maintenance Manual' and 'Pure Electric Vehicle Chassis Quality Assurance Manual'. The company will assist users to perform chassis maintenance at the special repair station designated by the pure electric vehicle chassis manufacturer, so that users can receive good services.
(7) After-sales warranty principle: Mainly repair, replace parts or assemblies that cannot be repaired.
(8) Disclaimer and Scope
① If the vehicle model, motor model, and chassis number on the warranty certificate are inconsistent with the actual product or have been altered, the warranty will not be repaired.
② Any unauthorized modification, addition, or replacement of product parts to the company's products, such as increasing the number of springs, replacing thickened leaf springs, electrical equipment, structural parts, or replacing hydraulic parts, etc. will not be subject to the three-guarantee maintenance.
③ Failure to use and maintain according to the requirements of the 'Pure Electric Vehicle User Manual', or use beyond the scope, including but not in the following situations:
Ø Damage to spare parts caused by irregular filling or replacement of lubricating oil and hydraulic oil;
Ø Improper operation causing vehicle failure; or changing the loading medium causing product deformation and damage, etc. Products that are not covered by the warranty will not be covered by the warranty if they malfunction, including changes to parts and resulting vehicle damage or failure.
Ø If the vehicle modification part fails in a timely manner, secondary failures and damaged parts may be caused by forced use.
Ø Parts that are disassembled and repaired by the user without the consent of the company.
Ø Any losses caused by natural disasters, fires, car crashes, thefts and secondary damage caused by them, or any damage caused by smoke, chemical agents, sea water, sea breeze, salt or other similar reasons.
Ø Normal wear, discoloration, degradation, etc. of the product caused by normal use.
5. Feedback on problems discovered during the after-sales service process.
If batch product failures or safety hazards occur during the maintenance of new energy vehicles, the company will promptly fill in the 'Quality Information Feedback Form' and report it to the cooperating chassis manufacturer to assist in formulating a reasonable treatment plan. If the cooperative chassis manufacturer determines that there is a product design problem, the recall will be carried out in accordance with the relevant provisions of the national 'Defective Automotive Product Recall Management Regulations'.

6. Power battery recycling
According to the requirements of the 'Interim Measures for the Management of Recycling and Utilization of Power Batteries for New Energy Vehicles', the company discloses to the public technical information such as the maintenance and replacement of power batteries used in new energy vehicles, and discloses information on battery recycling service outlets that cooperate with chassis and recycling procedures, so as to provide users with convenient and fast recycling services and establish power battery recycling channels.

7. The Claims Processing
Technology and Quality Department organizes relevant departments to review the causes of locked failures and safety accidents, determine the responsible party, and resolve customer losses as soon as possible. If the problem is caused by a supplier's quality problem, the supplier will be held accountable and the supplier will be required to replace and repair all involved vehicles to ensure product quality and bear customer losses. We will also provide analysis reports for such failures, check the quality of products of the same batch or type, and ensure that factory parts meet the vehicle's applicable requirements.

8. Response measures when serious problems arise in product quality, safety, environmental protection, etc.
1) The company has established an emergency response team for serious problems in product quality, safety, and environmental protection, including a communication liaison team, on-site rescue team, logistics support team, technical processing team, and crisis management team, and established new energy vehicle safety accident management methods.
2) When serious problems arise in the quality, safety, environmental protection, etc. of new energy products, the on-site processing team rushes to the scene as soon as possible and cooperates with the chassis service station personnel to deal with the problem;
3) The technical processing team arrives at the scene within 12 hours to assist the chassis service station personnel in conducting accident identification and evidence collection. If a third-party agency is required to conduct identification, the on-site rescue team must maintain the scene and wait for the agency to arrive;
4) The crisis management team is responsible for releasing information to the public and using legal support to prevent negative social impacts.

9. After-sales service outlet development
The company’s currently designated sales outlets and maintenance outlets are determined after relevant screening and internal review in accordance with HBY-QP-A-24-2023 'Product After-sales Service Control Procedures'. The existing after-sales service outlets meet the full coverage of the promotion and application area of ​​our company's new energy products. At present, there are two main ways to develop and construct after-sales service outlets in our company. One way is to develop after-sales service outlets in the vehicle operation area in accordance with the company's HBY-QP-A-24-2023 'Product After-sales Service Control Procedure' to meet the after-sales maintenance of new energy products. The second method is to unite the after-sales service outlets of Class II chassis manufacturers. After our company evaluates whether they have after-sales service capabilities for new energy vehicle products, they will be included in our company's after-sales service outlet system.

In accordance with HBY-QP-A-25-2023 'Human Resources Management Control Procedures', the company requires sales personnel and service personnel to undergo professional training before taking up their posts. The after-sales department shall effectively provide after-sales service and emergency support capability support 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.

Hubei Off road Special Vehicle Co., Ltd has a 24-hour customer service center to provide you with round-the-clock consultation, complaint and return call services. We welcome your valuable comments and suggestions on our service work.

Our after-sales service contact information:
Service hotline: 0719-8888190; 199-7169-9113
Address: 1-1, Building 1, No. 6, Huimin Road, Dongcheng Development Zone, Maojian District, Shiyan City, Hubei Province