—Feature Story 12 of the 20th Anniversary of LiuGong’s Globalization

In September, on a return visit to a mine in Sulawesi, Indonesia, LiuGong Indonesia’s team was impressed by the fast speed of construction there:”You won’t recognize this place if you leave for a week.” Such speed is due to the fact that there are nearly 300 units of LiuGong equipment being used on site as “super engines”. This includes 855N, 816C and 50CN loaders, and 856E MAX electric loaders.

For more than a year, the customer has been increasing their purchase orders, including nearly 100 loaders delivered here recently. Captain Li, who is in charge of the customer’s equipment fleet, said: “The working environment here is rather harsh, and each equipment is almost fully loaded 24 hours per day. LiuGong equipment is very powerful despite the heavy workload. There have been no major problems so far. Compared with other equipment brands, LiuGong is much better.”

“We laid the foundation of this mine with high-quality equipment, strong aftermarket services, and parts.” Song Xiao, a salesperson at LiuGong Indonesia, noted that this is a key reason why the customer chooses LiuGong and continues working with it. If the customer’s project is seen as a tall building, then LiuGong after-sales service support and parts guarantee are the indispensable bricks and concrete.

For this mining project, LiuGong Indonesia formulated and implemented a special service policy, including initial and extended warranty for equipment, and service personnel and parts support before the equipment arrives at the site. The service team always implements the “1212” service standard, which means they respond to the user with a solution within 1 hour, set out to the user’s site within 2 hours, and repair the fault within 12 hours.

LiuGong Care, By Your Side! LiuGong Indonesia service and parts personnel are stationed at the mining site 24 hours a day to ensure the normal operation of equipment and projects. Su Bo, one of the on-site service personnel, has been at the mine for more than six months to maintain a large amount of equipment on site. He has also been providing service training, out-of-warranty repair, and inspection guidance to customers and operators. “At present, our equipment has achieved an ultra-high attendance rate of 99.9%, and the failure rate is much lower compared with that of peer products of the same level,” Su Bo remarked proudly.

Wei Bin, a parts technician who has been stationed on site for 5 months, also has a strong sense of accomplishment. He remarked that, “There is no downtime because of parts shortage!”

LiuGong Indonesia pays attention to the development of local aftermarket services. It not only has the After-sales Center and the National Parts Center in Jakarta, but also works with various dealers to open after-sales service outlets. It arranges for personnel to be stationed at each customer’s project site to provide services and establish consignment warehouses, so that customers have no worries.

At the mine, the LiuGong spare parts warehouse covers an area of about 2,000 ㎡. It now stocks spare parts worth RMB 10 million to support loaders, forklifts, excavators, bulldozers, etc. “Parts are stocked according to a certain percentage of the equipment quantity. They are of high quality and are comprehensive in variety, including every part of the equipment, from small screws to large engine assemblies,” remarked Wei Bin.

The quality of parts affects the length of use of the equipment. The LiuGong loader on site has maintained a good record of no major repairs since it was put into use.

When it comes to after-sales services, Captain Li used comments such as “on call”, “very helpful”, and “very satisfied with the user experience” to describe their experience with LiuGong. He said that LiuGong service support is in place and the equipment is treated the same whether it is under warranty or out of warranty. Whether on or off duty, as long as the information on the problem and request is received, the service personnel will arrive on site as quickly as possible to restore the normal operation of the equipment.

At the end of the interview, Captain Li gave a thumbs up to LiuGong, and expressed that he hoped that the two parties could continue working together in the future, with the mine acquiring more loaders, excavators, forklifts, bulldozers, and other products.