For an overseas buyer, after-sales service can determine the practical value of an unmanned forklift investment.
The equipment may be manufactured in China, but the warehouse operates thousands of miles away. The buyer therefore needs a clear process for remote diagnostics, spare parts, software support, engineering assistance and on-site service.
Remote support is often the first response when an AGV encounters a software or configuration problem.
The supplier should explain how remote diagnostics work, who can access the system, how access is authorized and what information can be collected.
An overseas warehouse should not depend on international shipping for every minor replacement part.
Before purchasing the fleet, ask the manufacturer for a recommended spare-parts list based on the actual vehicle configuration.
Drive wheels
Load wheels
Hydraulic components
Sensors
Fuses and electrical components
Charging components
Wear parts
Communication components
The correct spare-parts list should be based on the exact AGV model rather than a generic catalog.
An autonomous forklift is not only mechanical equipment. Fleet software, maps, traffic rules, APIs and WMS interfaces can affect warehouse performance.
The buyer should clarify how software bugs are handled, how updates are delivered, whether updates require downtime and whether software changes are included during the warranty period.
Not every fault requires a Chinese engineer to travel to the customer's warehouse.
Remote support may be sufficient for configuration, software diagnostics or certain navigation problems. Physical damage, major mechanical repairs, commissioning changes or complex integration problems may require on-site support.
The contract should define the circumstances under which on-site engineering is included and how additional travel costs are handled.
| Item | Requirement |
|---|---|
| Response time | Define initial technical response |
| Remote support | Define available support process |
| Spare parts | Define supply and shipping process |
| Software | Define update and bug-fix responsibility |
| On-site service | Define scope and travel terms |
| Warranty | Define covered components and exclusions |
A warehouse fleet may operate for many years, so support after the initial warranty period should also be discussed.
Ask whether spare parts remain available, whether software licenses continue, whether remote support remains available and how major software upgrades are handled.
This information is especially important when the AGV fleet becomes part of a mission-critical warehouse process.
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