After-Sales & Spare Parts
We do not run a workshop in your country. No sourcing agent does — and anyone who tells you otherwise is selling you something. What we run is every part of this that sits in China: the parts your crew needs on day one, the drawings they need to use them, and a warranty claim filed in Chinese by someone who does it every week.
Packed with the fleet
Three things land in your yard on day one
The parts kit
Sized to the first 2,000 operating hours, loaded in the same containers as the machines.
The paperwork
Manuals, parts catalogue and hydraulic and electrical diagrams — collected before the units leave the factory.
One number in China
A single contact for every brand in the fleet, rather than five factories in Chinese.
Start here
After-sales on imported machinery is not one service. It is three parties with three different jobs, and most of the disappointment in this market comes from a buyer assuming one of them will do another one's work.
The factory owns the warranty and the engineering answer. Your crew owns the wrench — they are the only people standing next to the machine. We own everything in between that happens in China: identifying the part, getting the factory to admit it is theirs, paying for it, consolidating it and putting it on the fastest sensible route to you.
A fleet buyer with their own mechanics — the norm in mining and road contracting from Central Asia to South America — does not need a service network. They need parts, drawings and someone in China who picks up. That is the whole of what this page is about.
The day it stops
Read this before you compare warranty periods. A warranty is a promise about who pays. This is a promise about who moves.
| Elapsed | Your crew, on site | XILINK, in China | The factory |
|---|---|---|---|
| First 24 hoursIdentify | Pull the fault code and the plate data. Photograph the failed part and the hour meter. Send it to us on WhatsApp — one message, no forms. | We match it against the parts catalogue we keep on file for your fleet, so nobody is guessing from a photo. We confirm the number, check factory stock, and tell you whether this is a warranty item or a wear item. | Confirms stock and, where the claim is clear, accepts it at this stage. |
| Day 2 – 7Move | Fit the part out of your commissioning kit if it is in there. For a first-year fleet, most failures are — that is the entire point of the kit. | If it is not in the kit: we place the order, pay the factory, consolidate it with anything else you need, and pick the route that actually fits the part — air for a hose or a sensor, sea or rail for an assembly. | Releases the part. On a warranty claim, issues the replacement against the documentation we file. |
| Day 8 – 30Resolve | Run the machine. Tell us what the fix actually was — it goes into your fleet file and shapes the next kit. | We chase the claim until it is settled, and we tell you plainly if the factory refuses and why. If a technician is needed on site, we arrange it with the factory and quote the cost before anyone travels. | Provides written and video support to your mechanics through us. Sends an engineer where the failure justifies it. |
Notice what is not in this table: a promise about how many days a part takes to reach your yard. That depends on the part, the factory and your customs — and we are not going to invent a number for it. What we can control is that the common failures never enter this table at all, because the part was already in your container.
The first-year kit
For a new fleet we build a spare parts package sized to roughly the first 2,000 operating hours and load it with the machines. It is built in three tiers, because the three tiers fail on completely different schedules.
Tier A · every machine
Quantity: four service intervals per machine — one year of scheduled maintenance that never waits on a shipment.
Tier B · by machine type
Quantity: double sets as standard, triple in abrasive rock and heavy earthmoving.
Tier C · per fleet
Quantity: one set per 8–10 units of the same model. These are the parts that idle a machine for weeks if you start looking after it fails.
This is the single cheapest decision in the whole purchase, and it is made — or missed — on the day you sign, not on the day something breaks.
How the machines themselves shipWarranty
Warranty terms differ by manufacturer, by machine family and by destination country. A figure published on a page like this is worth nothing to you, because it is not the figure your manufacturer will stand behind for your market.
So we do it the other way round. Before you sign, we put the question to each manufacturer in writing — coverage, period, who settles a claim, and whether their distributor in your country will service a unit that was not bought through them. Their written answer goes into your offer, brand by brand.
On multi-brand fleets this matters more than buyers expect: five manufacturers means five different answers, and they are rarely the same length.
Step 01
You send photographs, the hour-meter reading and the number off the failed part. That is your entire administrative burden.
Step 02
We file it in Chinese, in the format that factory's warranty department actually accepts — which is not the format on their English website.
Step 03
The factory rules on coverage. We push where there is room to push, and we tell you plainly when there is not, and why.
Step 04
The replacement ships — consolidated with anything else on order for you, rather than as its own expensive little parcel.
Before it sails
Every unit is checked before loading — all of them, not a sample of the batch. Most of what buyers later call an after-sales problem is something that was already visible on the loading dock.
You get a report with photographs, one page per machine, before the vessel sails. If you want an independent inspection house on top of it — BV, Intertek or the firm you already use — we arrange factory access and scheduling for them.
What inspection costs and coversNameplate, chassis and engine numbers photographed and matched against the contract, machine by machine.
Hour meter read and recorded. A new machine reads near zero. This is where a refurbished or ex-demo unit gets caught, and it is the check buyers most often skip.
Engine, hydraulics and travel test-run — under load where the yard allows it.
Leaks, paint, glass, lamps, tyres and tracks examined and photographed.
Attachments, tools and documents counted against the packing list — including the manuals and the parts catalogue your crew will need.
Lashing and securing filmed as it is loaded. Transit damage arguments are won or lost on this footage.
Year two and after
We keep your part numbers on file for the life of the fleet, so a repeat order is a message, not a fresh enquiry. Parts are re-ordered at the factory's price and we add nothing to it.
We are paid by China's export VAT rebate — 8–11% of the export value, paid by the tax authority, not by you, and not a kickback from any factory. That is also precisely why we have no reason to steer you towards one supplier over another when a part has three possible sources.
Tell us about the fleet
Give us the models you are buying or already running, and how your crew works. You get back a commissioning kit list built for those machines, and — where you are still choosing — the written warranty position from each manufacturer for your country.
If this one is a straight re-order of a part bought before, with the number in hand, that conversation does not need us — send the number and we will simply quote it. Where we earn our place is the first year of a new fleet.
Straight answers
No, and we will not pretend otherwise. We work on the China side: parts identification, factory warranty claims, re-ordering at factory price, technical documentation, and pre-shipment inspection. On site, the wrench is held by your own mechanics or a local workshop you choose — which is how experienced fleet owners prefer it anyway.
Whatever that manufacturer will confirm in writing for your destination — which is why we ask them before you sign rather than quoting a figure here. On a multi-brand fleet you will get several different answers, and the difference between them belongs in your decision, not in the small print afterwards.
Sometimes yes, sometimes no — it depends on the brand's territory policy and it is one of the first questions we put to the factory in writing. It is a real risk and it deserves a real answer before a contract, not a shrug afterwards. Where the answer is no, the commissioning kit and remote factory support become the plan, and you should know that going in.
It depends on the part, the factory's stock and your customs, and any supplier who gives you a single confident number for all three is guessing. The honest answer is that the fastest part is the one already sitting in your store — which is the whole argument for sizing the commissioning kit properly at purchase.
For a fleet-scale purchase, usually yes — subject to visas, at cost, and agreed before anyone books a ticket. For single-machine faults, remote support with your mechanics is faster and we will say so rather than sell you a trip.
In yours. Claims, drawings and technical replies run through us in the buyer's own language, and go to the factory in Chinese in the form their warranty department accepts. Manuals and parts catalogues are supplied in your language where the factory has them, and translated by us where it does not.
Before you sign
The warranty position, the kit list and the inspection scope all cost nothing to settle before a contract — and all become expensive to argue about after one.