Customer Service Management and Satisfaction
▍Customer Relationship Management
Brogent believes that good customer relationship management concerns customer loyalty and profits, and providing customers with ride maintenance recommendations and paying attention to the availability of customers' ride will extend the service life of ride and reduce the damage to the environment. This will allow customers to stably operate in the long-term, continue to upgrade and maintain the educational and fun functions of our ride, and create a positive cycle.
▍Maintenance and Repair Process
Brogent has a customer service unit and established the "Maintenance and Repair Management Regulation," setting forth work rules for after-sales maintenance and repair for various products and services within the warranty period, after the warranty period, and without warranty, in order to improve the quality and contents of after-sales services. Brogent appoints dedicated sales and technical contact persons for different customers. The contact persons are responsible for maintenance and repair projects, incident reports, maintenance and repair orders, component inquiries and quotations, technical consultation, video uploading, and on-site services.
In addition, the Company established diverse customer services and feedback channels. The Customer Service Department analyzes the root causes of incidents reported by customers, provides them to the management unit to communicate and make improvements with relevant internal departments in accordance with the warranty conditions of the supply contract, and regularly tracks improvement results. Warranty responsibilities may also be fulfilled by suppliers, which improve product quality at the same time to meet the needs of different customers. There were no instances of major customer complaints or major customer grievances in 2025.
