On a rainy autumn night in 2024, the service hotline of Zhejiang Huilili Fluid Control Co., Ltd. suddenly rang. On the other end of the line was the equipment supervisor of a chemical enterprise in Jiangsu Province, speaking anxiously: "The DN200 gate valve in our workshop has malfunctioned. This valve has been in use for 4 years and has already passed the warranty period, but if it stops working, it will affect the entire production line. Could you please help us figure out a solution?"

Before the other party finished speaking, the customer service specialist immediately responded: "Don't worry. We will immediately arrange an engineer to come to your place. Whether it has passed the warranty period or not, we will help you solve the problem first!" Two hours later, the service engineer from Huilili arrived at the scene by car, driving over 300 kilometers. After opening and disassembling the valve, it was found that the valve stem seal had worn out due to long-term high temperature. At 3 a.m., when the valve resumed operation, the person in charge of the chemical enterprise held the engineer's hand and said: "When we bought the valve, we said 'lifetime guarantee', but we never expected that after the warranty period, you would still be so attentive! "

Not "obligation", but "commitment": Huilili's credibility principle

On the first page of Huilili's service manual, there is this sentence: "The warranty period has a time limit, but the trust of our customers has no time limit." Since its establishment in 2008, this company has always fulfilled the commitment of "free on-site service after the warranty period" - whether it is daily maintenance guidance for valves or replacement of non-core components, even if the equipment has exceeded the warranty period by 3 years or 5 years, as long as the customer has a demand, the service team will respond immediately, and for long-term cooperative customers, no on-site fees or labor fees will be charged.

"When we first implemented this policy, some people were worried about the high cost, but the founder said, 'Reputation is more important than profit.'" The service department manager of Huilili recalled, in 2019, a batch of ball valves from an industrial chemical plant in Anhui Province, due to the special water quality in the area, the valve seat was slightly corroded, although it had exceeded the warranty period by 2 years, the enterprise still sent a team to the site to replace the 12 ball valves with corrosion-resistant valve seats for free, and also helped the water plant repair other pipeline equipment. "The plant manager said at that time, just for this sense of responsibility, from now on, we will only buy valves from Huilili," 

From "one-time service" to "long-term companionship": Two-way pursuit brought by credibility

Such "post-warranty services" occurred hundreds of times every year at Huilili. In 2022, a stainless steel check valve of a food processing enterprise in Ningbo malfunctioned due to improper operation, and the equipment had been in use for 6 years, far exceeding the 3-year warranty period. After the Huilili engineer came to the site, not only did he repair the valve for free, but he also helped the enterprise formulate a regular cleaning and maintenance plan for the valves according to the hygiene requirements of the food industry. Later, this enterprise not only added 20 more valve orders, but also recommended Huilili to 3 partners in the same industry.

"We never regard service as 'after-sales cost', but as 'credibility investment'." The founder often told the team. To make the service more efficient, Huilili established a "customer equipment archive database", which detailedly recorded the installation time, usage scenarios, and maintenance records of each valve. Even if it was 10 years later, as long as the customer needed it, the equipment parameters could be quickly retrieved and the problem could be solved precisely. In addition, the company also formed a 24-hour service team, promising 4 hours of on-site response in the Yangtze River Delta region and 24-hour response nationwide. This "exceeding expectations" service has earned Huilili the title of "reputation benchmark in the valve industry" in the eyes of customers.

The "confidence" behind credibility: Dual support of quality and responsibility

Someone asked: "Offering free service after the warranty period, aren't you afraid of losing money?" Whaley's answer lies in two details: Firstly, the high quality of the product itself - the average lifespan of the valves produced by the company is 2-3 years longer than the industry standard, and the probability of non-human faults is extremely low. This reduces the burden of "overdue services" at the source; Secondly, the long-term commitment to "reputation" - the company invests 3% of its annual revenue in service system construction, including engineer training, spare parts reserves, and logistics support, ensuring that every "overdue service" can be completed with high quality.

Just as the person in charge of a printing and dyeing factory in Shaoxing said: "Our factory started using Whaley's valves in 2015. One of the stop valves has been in use for 8 years. Last year, it started leaking a little, but they came to fix it and didn't charge a penny. Now, more than 30 valves in our factory are all Whaley's. It's not that there are no other options, but we trust this 'commitment to what is said' reputation."

From the emergency repair that takes place in the middle of the night in the rain to the thoughtful care provided years later, Whaley has proved through its "overdue services" that: The connection of valves is not only about the fluid in the pipes, but also about the trust between the enterprise and the customer. And this reputation that spans "the warranty period" is precisely the core code for this enterprise to establish a firm footing in the industry and win long-term cooperation.