Electric wheelchairs are high‑usage devices that inevitably require maintenance over time, making after‑sales service a critical factor for B2B clients. Yet not every overseas distributor has an in‑house repair team. Through its standardised remote repair guidance system—incorporating illustrated step‑by‑step guides, video tutorials, and live communication—Baichen successfully helped Italian online retailer M***o resolve an end‑user fault quickly, despite having no local service centre, thereby avoiding costly returns and exchanges.

M***o faced a common after‑sales scenario: a customer reported that the wheelchair would not switch on. With no authorised service partner nearby, shipping the unit back to China for diagnosis would have cost over €120 in one‑way freight and taken more than two weeks, resulting in a highly unsatisfactory customer experience.

After M***o contacted Baichen for support, the after‑sales engineering team completed three actions within two hours. First, based on the fault description, they preliminarily diagnosed the issue as either a blown fuse or a loose controller connection. Second, they prepared a bilingual (Chinese‑English) circuit schematic with critical test points highlighted in red circles. Third, they recorded a short three‑minute practical video demonstrating how to use a multimeter to check fuse continuity and how to firmly reseat the controller plug.

Following the illustrated guide and the video, M***o’s service staff identified and fixed the problem in under 10 minutes. The wheelchair was restored 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 what many local authorised service centres in Europe offer. You didn’t just tell us ‘what to replace’—you taught us ‘how to determine the root cause.’”

Electric wheelchairs are subject to frequent use and component wear, so repair capability is a critical but often overlooked factor when B2B clients assess suppliers. By building a reusable remote repair knowledge base—containing illustrated and video solutions for hundreds of fault scenarios—Baichen enables distributors without dedicated repair teams to provide fast, localised responses. This system dramatically reduces reverse logistics costs and helps prevent customer churn due to slow after‑sales follow‑up, making it an essential component of Baichen’s long‑term support for its B2B partners.

 Ningbo Baichen medical Devices Co.,LTD.,

+86-18058580651

Service09@baichen.ltd

www.bcwheelchair.com