BHJ Pipeline Inspection Sonar, 2.25MHz, 360° Panoramic Scanning, 600m Depth 3D Imaging Model

An overseas distributor customer (customer name: ***, order number: ***) purchased a total of 200 units of multi-beam imaging sonar in one batch. After the goods arrived at the destination port, the customer's spot inspection found that 37 of the units had severe image snow noise and gain failure issues after startup. Preliminary investigation ruled out improper operation, and it is suspected to be a batch defect in the motherboard signal processing module. The customer requires all 200 units to be returned and replaced with new ones, and also demands that the customer's incurred costs for unpacking, inspection, and labor be covered.

Our company promptly established a dedicated after-sales team, remotely guided the customer to isolate the problematic equipment and record the entire process on video for evidence. After technical review confirmed it was a batch-level component defect, we agreed to handle it via full-set replacement. To reduce the customer's commercial losses, we adopted a 'ship first, collect later' approach: urgently dispatched 200 new units (including 5 additional backup units) via air freight, while the customer returned the defective units through their original channel to our overseas warehouse. International freight and customs clearance costs were borne by our company. Additionally, we compensated the customer for unpacking, inspection, and warehousing costs totaling USD 12,300, settled in the form of a deduction from the product payment.

Customer *** (an overseas large-scale fishing equipment B2B distributor) purchased a total of *** units of our fish-finding sonar D-series in Q3 2024, distributed to *** downstream distribution points. Subsequently, *** end-user feedback was received: when the equipment is used in alternating freshwater and saltwater areas, occasional screen flickering and depth data jumps occur, and some batches of equipment cannot properly identify fish school signals. The customer's on-site technical personnel could not identify the cause after preliminary troubleshooting. Due to the batch nature of the equipment and the involvement of multiple time zones, the customer requested our remote technical support services to assist in rapid diagnosis and provide solutions.

Our company immediately initiated the remote technical support process: 1) The after-sales engineer team accessed the customer-designated *** faulty devices through encrypted remote diagnostic tools, read device logs, and transmitted them back to our analysis platform; 2) After comparison, it was found that the faults were concentrated in the batch of firmware version V***, which had abnormal gain parameter initialization during salinity switching; 3) Remotely guided the customer's maintenance personnel to batch upgrade the firmware of the affected *** devices to V***, and adjusted sonar frequency settings and automatic gain calibration parameters; 4) Simultaneously provided the English version of the "Batch Parameter Configuration Guide" and remote teaching videos, arranged engineers in three shifts to cover the customer's time zone for online duty and real-time Q&A, and recorded a total of *** technical service tickets throughout the process.

An overseas large B2B distributor (customer name: ***) purchased in bulk in Q2 2024 fishfinder sonar (model: ***, quantity: 850 units) and multibeam imaging sonar (model: ***, quantity: 120 units). According to feedback from its end-installers, approximately 6.2% of the fishfinder sonars have issues such as black screen on startup or signal interference, and 9 of the multibeam imaging sonars show water column profile image distortion. As multiple country sub-distributors are involved (countries: ***, ***, ***), the customer requires batch centralized repair and an official repair report to account to end users. Due to the large number of returned units (about 65 in total), tight cross-border logistics schedule (repair and return required within 30 days), and the need to match original batch serial numbers to avoid mix-ups, this places significant pressure on after-sales repair operations.

Our company has urgently activated a green channel for batch repairs. A special task force consisting of quality engineers and after-sales managers has been established to remotely verify the fault symptoms and serial number lists with the customer (***). The plan is implemented in three steps: 1) For the batch failure of fish-finding sonar, it has been confirmed as a batch sealing defect in the watertight connectors. We will uniformly replace the connectors and upgrade the firmware with anti-interference algorithms; 2) For the image distortion of the multi-beam imaging sonar, disassembly analysis revealed that the main control board was affected by humidity. We will replace the boards with moisture-resistant coated versions and perform full parameter calibration; 3) To avoid lost shipments and serial number confusion, we will adopt a cross-circulation model of 'sending replacement units first, then batch factory returns for repair', providing 50 temporary backup units to the customer to ensure their market supply. Additionally, after each repair, an English inspection report containing before-and-after comparison data will be issued, and we will assist the customer with the repair declaration documents required for local import customs clearance.

The customer is a large overseas fishing and trawling group (customer name: ***, contract number: ***), which purchased 500 sets of our fish-finding sonar equipment in one batch, with a high total value. After the equipment arrived, the customer's local technical personnel encountered serious operational difficulties with the installation angle of the multi-beam imaging sonar, beam coverage range, and the integrated commissioning with the existing engine room display system. As a result, the first 200 sets experienced signal loss, high image noise, and depth measurement deviations during trial operation, disrupting the customer's production line operations. The customer urgently requested on-site technical support.

Our company promptly dispatched a 3-person professional technical support team (personnel ID: ***) to the customer's overseas base to carry out two weeks of on-site service. The service includes: 1) Conducting installation environment inspection and parameter calibration for all 500 sonar devices one by one, with a focus on optimizing the installation posture and frequency settings of multi-beam imaging sonar and mechanical scanning sonar; 2) Organizing one-on-one hands-on training for customer's on-site technical personnel in batches, covering daily operation, fault code identification, and maintenance procedures for fish-finding sonar / imaging sonar / pipeline sonar; 3) Assisting the customer in protocol integration of the devices with the shipborne navigation system and batch updating firmware versions; 4) Establishing a remote diagnostic backup channel for future batch inspections using dedicated tools.

A long-term cooperative client from *** country, company ***, made a one-time purchase of 1,200 units of our fish-finding sonar (model ***) for the fishing vessel upgrade project covering the *** region through its distribution network. As the equipment involves mixed models (including 50kHz/200kHz dual-frequency and CHIRP modulation) and end-user skill levels vary, the client requires us to provide standardized operational training covering their distributors and key technical personnel of the end-user fleet. The training demand is substantial, requiring 8 online live training sessions (approximately 150 participants each) and 5 on-site field training sessions (covering about 20 distributor technicians each), along with bilingual training materials in Chinese and English, and assessment/certification, to reduce subsequent after-sales pressure.

Our company promptly established a dedicated training service team, consisting of 2 sonar application engineers and 1 interpreter. First, we customized a tiered training plan for the client: online training was divided into 3 topics by equipment model (basic operation, advanced gain adjustment, image recognition), with real-time operation demonstrations and FAQ documents for each session; offline training was conducted at the client-designated *** Port and *** Base, focusing on disassembly/assembly maintenance, parameter presetting, and common fault troubleshooting. Meanwhile, we produced QR code training manuals bound to equipment serial numbers and recorded 14 short videos uploaded to the client's exclusive training platform. After training, an online assessment was arranged, with qualified participants receiving electronic certification, and all training materials were delivered to the client in bilingual Chinese-English versions for internal secondary training use.