电动自行车售后服务规范 Specification for after-sales service of electric bicycles  ICS  43.140 CCS  Y 14   中华人民共和国国家标准 GB/T 44676—2024 2024-10-2 6发布 2024-10-2 6实施     国家市场监督管理总局 国家标准化管理委员会 发 布目　　次 前言   ·····································································································   Ⅲ 1     范围   ··································································································   1 2     规范性引用文件   ······················································································   1 3     术语和定义   ···························································································   1 4     制造商的要求   ·························································································   1      4.1     设置售后服务网络   ···············································································   1      4.2     制造商对服务商的管理   ··········································································   2      4.3     对直接管理的售后服务网点的管理   ······························································   2      4.4     对部件的管理   ····················································································   2      4.5     信息公示   ·························································································   2 5     服务商的要求   ·························································································   2      5.1     服务商的职责   ····················································································   2      5.2     服务商对售后服务网点的管理   ···································································   2 6     售后服务网点的要求   ·················································································   3      6.1     基本要求   ·························································································   3      6.2     服务内容和要求   ·················································································   3      6.3     网点撤销   ·························································································   3 7     售后服务人员   ·························································································   3      7.1     从业要求   ·························································································   3      7.2     人员管理   ·························································································   3 8     售后服务流程和范围   ·················································································   4      8.1     售后服务流程   ····················································································   4      8.2     售后服务范围   ····················································································   4 9     售后服务内容   ·························································································   4      9.1     维修服务   ·························································································   4      9.2     维修要求   ·························································································   5      9.3     零部件更换   ······················································································   5      9.4     安全性能保障要求   ···············································································   5      9.5     售后服务记录   ····················································································   5 10     消费者跟踪和投诉处理   ··············································································   5      10.1     反馈制度   ························································································   5      10.2     跟踪回访   ························································································   6      10.3     顾客投诉处理   ···················································································   6 附录 A （资料性）　电动自行车售后服务网点工具配备明细表   ········································   7 GB/T 44676—2024     Ⅰ 附录 B （规范性）　电动自行车产品免费保修期限及内容   ··············································   8 附录 C （