GB/T 44676-2024 电动自行车售后服务规范

ICS

43.140

CCS

Y14

中华人民共和国国家标准

GB/T44676—2024

电动自行车售后服务规范

Specificationforafter-salesserviceofelectricbicycles

2024-10-26发布2024-10-26实施

国家市场监督管理总局发布

国家标准化管理委员会

GB/T44676—2024

目次

前言

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Ⅲ

1

范围

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2

规范性引用文件

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3

术语和定义

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4

制造商的要求

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4.1

设置售后服务网络

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4.2

制造商对服务商的管理

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4.3

对直接管理的售后服务网点的管理

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4.4

对部件的管理

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4.5

信息公示

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5

服务商的要求

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5.1

服务商的职责

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5.2

服务商对售后服务网点的管理

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6

售后服务网点的要求

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6.1

基本要求

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6.2

服务内容和要求

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XX

6.3

网点撤销

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7

售后服务人员

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7.1

从业要求

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7.2

人员管理

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8

售后服务流程和范围

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8.1

售后服务流程

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8.2

售后服务范围

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9

售后服务内容

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9.1

维修服务

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9.2

维修要求

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9.3

零部件更换

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9.4

安全性能保障要求

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9.5

售后服务记录

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10

消费者跟踪和投诉处理

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10.1

反馈制度

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10.2

跟踪回访

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10.3

顾客投诉处理

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附录A（资料性）电动自行车售后服务网点工具配备明细表

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Ⅰ

GB/T44676—2024

附录B（规范性）电动自行车产品免费保修期限及内容

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附录C（资料性）电动自行车故障检查

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C.1

维修点检

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C.2

故障维修项目

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附录D（资料性）关键零部件及系统主要性能故障

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参考文献

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Ⅱ

GB/T44676—2024

前言

本文件按照GB/T1.1—2020《标准化工作导则第1部分：标准化文件的结构和起草规则》的规

定起草。

请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。

本文件由中国轻工业联合会提出。

本文件由全国自行车标准化技术委员会（SAC/TC155）归口。

本文件起草单位：无锡市检验检测认证研究院、雅迪科技集团有限公司、台铃科技股份有限公司、

爱玛科技集团股份有限公司、天能电池集团股份有限公司、超威电源集团有限公司、捷安特电动车

（昆山）有限公司、浙江绿源电动车有限公司、九号智能（常州）科技有限公司、江南大学、中国自行

车协会、北京中轻联认证中心有限公司、浙江聚源电子有限公司、浙江绿驹车业有限公司、惠州亿纬锂

能股份有限公司、上海市质量监督检验技术研究院、台州市金宇机电有限公司、青岛迈金智能科技股份

有限公司、郑州市快享商贸有限公司、扬州弘恒商贸有限公司。

本文件主要起草人：许丰、林彦、华雷、朱应陈、付小强、孙丽芳、陈贤海、陆利平、费千、

陈龙、唐林莉、颜文旭、杨丽、韩潇、郑春生、鲁毓楠、胡仁兴、詹园园、邱正、马洪杰、孔繁斌。

Ⅲ

GB/T44676—2024

电动自行车售后服务规范

1范围

本文件规定了电动自行车产品售后服务中制造商、服务商、售后服务网点、售后服务人员、售后服

务流程和范围、售后服务内容、消费者跟踪和投诉处理的要求。

本文件适用于电动自行车的制造商、服务商、售后服务网点的售后服务。

本文件不适用于外卖、快递、租赁等特殊用途的电动自行车售后服务。

2规范性引用文件

下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。其中，注日期的引用文

件，仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用

于本文件。

GB17761电动自行车安全技术规范

GB/T27922商品售后服务评价体系

GB/T37281废铅酸蓄电池回收技术规范

GB/T39224废旧电池回收技术规范

3术语和定义

GB17761界定的以及下列术语和定义适用于本文件。

3.1

消费者customer

购买、使用商品或接受服务的组织或个人。

3.2

制造商manufacturer

在贸易活动中制造、出售和/或供应产品和服务的法律实体。

3.3

服务商serviceprovider

经制造商（3.2）授权，对区域性售后服务网点进行管理的组织。

3.4

售后服务after-salesservice

商品售出后,为满足消费者（3.1）的需求提供的一系列活动和措施。

3.5

售后服务网点after-salesservicepoint

由制造商（3.2）授权或可直接管理的面向消费者（3.1）提供相关售后服务（3.4）的机构。

4制造商的要求

4.1设置售后服务网络

制造商应根据电动自行车产品销售区域和销售数量，合理设置服务商和售后服务网点。

1