Baichen’s remote repair guidance system has been implemented in Italy, enabling online retailers lacking in-house repair capabilities to provide seamless after-sales support

As electric wheelchairs are rehabilitation devices subject to frequent use, after-sales repair is a critical long-term service assurance for B2B clients. However, not all overseas distributors possess professional repair teams. Through its standardized remote repair guidance system—comprising illustrated manuals, video tutorials, and real-time connectivity—Baichen successfully helped M***o, an Italian online retailer, rapidly resolve end-user issues without a local repair center, thereby effectively reducing return and exchange costs.

M***o, an Italian online wheelchair seller, encountered a typical after-sales issue: an end-user reported that their wheelchair would not start after being powered on. With no partner repair centers nearby, shipping the unit back to China for inspection and repair would have incurred one-way international shipping costs exceeding €120 and a turnaround time of over two weeks—resulting in a poor customer experience.

After M***o sought assistance, Baichen’s after-sales engineers took three steps within two hours: first, they made a preliminary diagnosis based on the fault description, identifying a blown fuse or a loose controller plug as the likely causes; second, they created a bilingual (Chinese and English) circuit diagram with key inspection points circled in red; third, they recorded a three-minute instructional video demonstrating how to use a multimeter to check the fuse's continuity and how to securely reconnect the controller interface.

Guided by the diagrams and video, M***o’s after-sales staff located and resolved the fault within 10 minutes. The wheelchair returned to normal operation, and the customer did not request a return or exchange.

In a follow-up email, M***o commented: "The remote guidance provided by Baichen is even more professional than that of many authorized repair centers in Europe; you taught us not only 'what to replace' but also 'how to diagnose the issue'."

Electric wheelchairs are products subject to frequent use and component wear; after-sales repair capability is a crucial—yet often overlooked—factor when B2B clients evaluate suppliers. By establishing a reusable remote repair knowledge base (containing illustrated and video-based solutions for hundreds of fault scenarios), Baichen enables overseas distributors without in-house repair capabilities to deliver rapid, localized responses. This system not only significantly reduces reverse logistics costs for clients but also mitigates the risk of customer churn caused by delayed after-sales responses, serving as a crucial component of Baichen’s long-term operational support for B2B clients.

Baichen is dedicated to leveraging innovative technology and user-centric design to provide global users with safer, more convenient, and intelligent mobility solutions. For more product information and mobility guides, please visit the official Baichen website.

Ningbo Baichen medical Devices Co.,LTD.,

+86-18058580651

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