OOur Services
Buying a machine and keeping it working are two halves of the same service. This page sets out both: the configuration we fix in writing before production, the inspection and loading that happen before the container is sealed, the documents that travel with it — and after delivery, how a warranty claim is assessed, who pays what, and where our support stops. Written for the ZL930 wheel loader, the TL-388 backhoe loader and the SLM2200 self-loading mixer.
01 — Before production starts
Buyers approve the specification and the order configuration before production begins. We confirm the applicable configuration in the quotation, the proforma invoice, the technical specification or the order confirmation — and the buyer is expected to read it and ask for corrections before approving.
Model and capacity
Machine model, rated operating capacity and the applicable technical specification.
Engine
Engine brand, model, rated power and the emission configuration that applies.
Drivetrain and hydraulics
Transmission, axle, hydraulic system and steering configuration.
Work equipment
Tyres, bucket capacity, attachments and optional equipment.
Controls and cab
Electrical system, operator controls, cabin or canopy configuration.
Identity and appearance
Paint colour, branding, language labels and any other agreed customisation.
Transport data
Machine dimensions, operating weight and transport dimensions — the numbers the loading plan is built on.
What ships with it
Spare parts, accessories and the documentation supplied with the machine.
A change requested after the configuration has been approved can affect component procurement, production scheduling, price, transport dimensions and delivery time. It is documented and approved by both parties in writing. What was said in a call or a message is not a specification; what is in the approved order documents is.
02 — The production window
For orders quoted with a 25–35-day production lead time, the exact schedule and the starting date are confirmed in the order documents. Unless the signed agreement says otherwise, the clock starts only once all five conditions below are met.
Contract accepted
The sales contract or proforma invoice has been accepted by both parties.
Payment received
The required deposit or initial payment has been received and confirmed.
Configuration approved
The final machine model and configuration have been approved in writing.
Details confirmed
Technical details, attachments, branding and customisation have been confirmed.
Inputs in hand
Any buyer-supplied documents, approvals or information needed to begin production have been received.
The confirmed production start date is recorded in the order confirmation. Before ordering, ask for the estimated completion date, the inspection plan and the expected shipment arrangement in writing.
03 — Inspection before shipment
Inspection requirements are agreed before production, or written into the order confirmation. What is checked then follows this order — and it is the buyer's choice how to take part in it.
| Stage | What is reviewed |
|---|---|
| 1 · Configuration review | Model, approved specifications, engine configuration, attachments, accessories and identification details, checked against the order documents. |
| 2 · Production or assembly checks | Where agreed and applicable: key assembly items, hydraulic connections, electrical installation, fasteners and visible workmanship, during production. |
| 3 · Final functional testing | Against the applicable factory inspection procedure — starting and engine operation, steering, braking, hydraulic functions, working equipment, leakage and a visual inspection. |
| 4 · Pre-shipment inspection | Before packing or dispatch: machine identification, visible condition, agreed configuration, accessories, spare parts and the required documentation. |
At the agreed factory or inspection location, subject to written agreement and the site's access rules.
A scheduled walk-around with the machine running, agreed in advance so the right tests are on the list.
Photographs, videos and inspection records with the date attached, for buyers who cannot attend a schedule.
A mutually accepted inspection company, commissioned by the buyer. Its fees and any reinspection cost follow the order agreement.
The inspection date, scope, acceptance criteria, cost responsibility and the handling of any non-conformity are confirmed in advance. An inspection report or video record does not replace the signed technical specification, the warranty terms or the contractual obligations.
04 — Packing, containers and securing
Packaging and loading depend on the machine's dimensions, weight and transport configuration, on the destination requirements and on the shipping method actually booked.
| Equipment | When it is the right choice |
|---|---|
| 20GP | 20-foot general-purpose container, for a single unit or a small order within its payload and door limits. |
| 40GP | 40-foot general-purpose container, when two or more units fit the loading plan. |
| 40HQ | 40-foot high cube, where the extra internal height changes what fits or how it is secured. |
| Open-top or flat-rack | Where the cargo dimensions, the handling requirements and carrier acceptance make these the appropriate option. |
The number of machines per container is confirmed for the specific model and loading configuration — it changes when attachments are removed, the machine is partially disassembled, extra packing is added or accessories travel separately. A quoted container quantity stays an estimate until the final packing plan is checked and approved, and the actual loading quantity and shipping method are confirmed in writing before booking. Wood packaging complies with the destination requirements and, where required, with ISPM 15.
05 — Documents and trade terms
The document set depends on the destination, the shipping method, the sales contract, the payment terms and the import requirements. The trade term is agreed individually — the rule, the named place and the edition, in writing.
Import licences, registration requirements, duties, taxes and destination-country compliance are the buyer's responsibility unless the sales contract expressly allocates a specific item to us. Additional certificates, translations, legalisation, conformity documents or technical approvals may be needed in some markets, and are worth checking before shipment rather than after arrival.
Consignee details, notify-party information, product description, quantities, marks, weights and shipping instructions are verified before the final documents are issued.
| Clause | Why it has to be written down |
|---|---|
| Rule, named place or port, edition | A trade term without a named place allocates nothing — quotations may be offered under EXW, FCA, FOB, CFR, CIF, CPT, CIP, DAP or DDP where appropriate. |
| Export clearance, main carriage, insurance | Which party arranges and pays for each leg, so nothing falls between two forwarders. |
| Point of delivery and risk transfer | The moment the goods stop being our risk and become yours — and where. |
| Import clearance, duties and destination taxes | Who pays at the far end; the usual answer is the buyer, unless the contract says otherwise. |
| Port handling, storage, demurrage | Terminal charges, storage and container detention are frequently excluded — say so before, not on the invoice. |
| Inland delivery, unloading, installation | Whether the machine stops at the port or arrives standing on the site. |
| Cargo insurance | Whether it is arranged at all, and what cover it actually gives. |
Incoterms® rules allocate delivery obligations, costs and risks. They do not by themselves establish payment, ownership, warranty or dispute-resolution terms — those belong in the sales contract, where they are needed.
06 — On arrival
Visible damage, a missing package or signs of transport damage: evidence first, then the claim. Who carries the loss depends on the trade term, the contract, the stage at which the damage happened, the evidence and any insurance in place.
Record before unloading
The condition of the container, the seals, the package marks and the cargo — where that is safe and practical.
Photograph everything
Visible damage, impact marks, water ingress, broken packaging and missing items, photographed or filmed.
Note it on the receipt
Apparent damage or shortage noted on the delivery receipt or transport record before signing, where the process allows.
Notify the carriers
Carrier, terminal, freight forwarder and cargo insurer, as applicable, within their notice requirements.
Keep the evidence
Damaged packaging, securing materials and the affected components, available for inspection where possible.
Tell us promptly
Order number, machine serial number, transport documents, photographs, delivery records and a description of the issue.
Do not destroy the evidence
No repairs and no disposal that would remove it, except to protect people, prevent further damage or comply with the law.
A carrier or insurer claim is assessed under the transport contract or the insurance policy. Informing Telstone does not replace any formal notice or claim that has to be submitted to the carrier or the insurer, and we can only assist with the shipment records and communication that fall inside our role.
Destination port charges, customs clearance, local taxes, inland transport, unloading and storage are confirmed in the quotation or the sales contract — and on-site service is not automatically included in every order.
07 — Warranty coverage
A claim is assessed against the machine-specific terms, the model and serial number, the operating hours, the maintenance records and the evidence provided. Subject to those terms, coverage may include defects in materials or workmanship affecting eligible components during normal operation and proper maintenance.
| Machine | Components that may be reviewed | Where the exclusions usually land |
|---|---|---|
| Compact wheel loader, 2-ton class | Engine and cooling system; transmission and drive axles; hydraulic pumps, valves and cylinders; steering and braking; electrical components and controls; loader arms, linkage and eligible structural components. | Routine wear items, consumables, and damage caused by improper operation or maintenance. |
| Backhoe loader | Engine, transmission and axles; main hydraulic pump and control valve; boom, dipper, loader arms and cylinders; stabilizer and working-system components; steering, braking and electrical systems; eligible structure and mountings. | Bucket teeth, cutting edges, pins, bushings and seals are service items, assessed against the exclusions and the inspection findings. |
| Self-loading mixer truck | Engine and powertrain; hydraulic pumps, motors, valves and cylinders; loading bucket and loading mechanism; drum drive and transmission components; water supply and control systems; electrical controls and eligible structure. | Mixing blades, drum liners, wear plates, filters, hoses and seals are wear items; eligibility depends on the terms and the cause of failure. |
A component is not covered merely because it failed inside the warranty period: the reported fault is reviewed and measured against the written terms. These exclusions are subject to the actual warranty certificate, the sales contract and applicable law, and they do not override rights that cannot legally be excluded.
Component coverage is not automatically identical across models or suppliers. Engine, transmission, axle and other third-party components may carry separate manufacturer warranty conditions, and the certificate and contract for the machine you bought take precedence over general descriptions on this page to the extent the law allows.
08 — The claim procedure
A structured assessment is what separates a manufacturing defect from wear, an operating issue and external damage. It starts with what you send us — and it runs in this order.
Submit the claim
Model, serial number, delivery information, operating hours and a description of the fault.
Provide the evidence
Photographs and videos of the affected component and the whole machine, fault codes, dashboard warnings, maintenance and repair records. Keep the failed part until the claim team confirms whether inspection or return is required.
Technical review
The available evidence is reviewed; additional checks, remote inspection, measurements, test results or physical examination may be requested.
Written decision
Assessed against the applicable warranty terms, with the proposed remedy, the required parts and the responsibility for costs confirmed where appropriate.
Repair or replacement coordination
Once the plan and the cost responsibilities are agreed: approved parts, repair instructions, or a separately agreed service visit.
Completion and follow-up
Repair results and the requested photographs or test information, recorded against the case for follow-up and future reference.
| Question | What the answer decides |
|---|---|
| Is the part covered? | Whether the claim delivers a warranty replacement or a chargeable part. |
| In stock, or to be produced? | Whether it ships from stock or enters a production queue, and therefore when. |
| Freight, insurance, duties and local taxes | Who pays at each stage — the single most common misunderstanding in a cross-border claim. |
| Removal, installation, workshop or on-site labour | Whether the labour is covered or invoiced separately. |
| Travel, accommodation, cross-border service | Whether those expenses are chargeable, and to whom. |
| Return of the failed part | Whether the part has to come back for inspection before anything is credited or replaced. |
| Warranty on the replacement | Whether the new part carries its own terms, and what they are. |
Chargeable work starts only after you have reviewed and approved the proposed scope and cost. If a claim is not approved, you can ask for the assessment findings and a quotation for the chargeable repair options. Report a suspected warranty defect promptly after discovery, and inside any notification period stated in the warranty agreement. Keep the contract and warranty certificate, the serial number and delivery records, the hour records and maintenance logs, parts invoices and repair records, and the photographs and correspondence from the case.
09 — Support, coverage and escalation
Support covers fault reporting, maintenance questions, spare-parts identification and warranty claim coordination. Response time depends on how complete the information is, on the complexity of the fault, on the time zone and on the availability of qualified people.
Initial review
The enquiry and the machine information are read together, and the case is registered with a reference.
Remote troubleshooting
Worked from photographs, video, fault codes and whatever other evidence the machine can give.
Safe checks and next steps
Recommendations for the checks that can be done safely, and the order in which to do them.
Parts identification
Part number, compatibility and availability confirmed, with a quotation for the chargeable route.
Coordination
Approved replacement parts, or further technical inspection, arranged on the agreed plan.
Follow-up
Repair results and any open technical questions kept on the same case reference.
By email, messaging applications, photographs, video or another agreed channel. The team decides whether the reported issue can be assessed remotely or needs physical inspection.
Where a qualified and available partner is confirmed, inspection or repair can be coordinated. Availability, scope, labour charges and scheduling are confirmed for the specific country and project.
Outside China this depends on personnel availability, travel arrangements, visas and work permits, local access and safety requirements, parts availability and written approval of the charges. It is not automatically included in a warranty claim.
| Level | What it handles |
|---|---|
| 1 · After-sales support | Claim registration, document collection and status updates. |
| 2 · Technical support / engineering | Technical diagnosis, repair recommendations and component assessment. |
| 3 · After-sales manager or quality team | Disputed technical findings, repeated faults and unresolved cases. |
| 4 · Management or contract contact | Commercial terms, warranty interpretation and contractual responsibilities. |
An initial response or a remote assessment is not a guarantee that the machine is repaired within a specific period; parts dispatch, international transit and on-site attendance are confirmed separately against stock, destination, travel requirements and the agreed scope. Unless a written contract says otherwise and applicable law permits it, the remedy is limited to the repair, replacement or other remedy set out in the warranty terms.
Loss of production, project delay penalties, lost profits, rental equipment costs, idle labour, loss of use and other indirect or consequential losses are not automatically covered by a standard parts warranty. Any agreed compensation, exclusion or liability limit remains subject to the signed contract and applicable law — and a machine that could hurt someone, or damage itself further, stops before the diagnosis continues.
FAQ
For orders quoted with a 25–35-day production lead time, the exact schedule and the starting date are confirmed in the order documents. The clock starts only once the contract or proforma invoice is accepted, the deposit is received and confirmed, the model and configuration are approved in writing, the technical details and customisation are confirmed, and any buyer-supplied documents are in hand. The 25–35 days are the production period — not sea freight, customs clearance, port handling or inland delivery.
The warranty period is the one stated in the machine's warranty certificate or sales contract — ask for the exact duration, the start date and any operating-hour limit before you buy. Subject to those terms, coverage can include defects in materials or workmanship in eligible components during normal operation and proper maintenance, across the engine and powertrain, the hydraulic system, the electrical system and eligible structural and working components. Engine, transmission, axle and other third-party components may carry separate manufacturer conditions.
Normally not: filters, fluids, bucket teeth, cutting edges, seals, hoses, pins, bushings and the mixer's wear components sit under specific exclusions. But normal wear and a manufacturing defect are assessed differently — a wear part that failed for a material or workmanship reason is a different case from one that reached its service limit, and the inspection findings and the written terms decide which one you have.
It depends on the written warranty agreement and on the approved claim, which is why each of these is confirmed in writing before anything ships: whether the part is covered, whether it is in stock or to be produced, who pays international freight, insurance, duties and local taxes, whether removal and installation labour is covered, whether travel and cross-border expenses are chargeable, whether the failed part has to come back, and whether the replacement carries its own warranty.
Cross-border on-site assistance can be arranged, subject to the destination, personnel availability, travel documents, access conditions, parts availability, scheduling and agreed costs — and it is not automatically included in every warranty claim. Before an engineer is dispatched, both sides confirm the fault description, the scope of work, travel and accommodation, service charges, the expected schedule and who provides parts and tools.
Model and configuration for a quotation and a loading plan; model, serial number and evidence for a claim. Either way the case gets a reference, and every commitment on it is a document rather than a recollection.
Ordering, delivery, warranty or parts — one team, one case reference.
