GB/T 16784-2025 工业产品售后服务 总则

ICS

03.080.01

CCS

A16

中华人民共和国国家标准

GB/T16784—2025

代替GB/T16784—2008

工业产品售后服务总则

Generalprinciplesforafter-saleserviceofindustrialproducts

2025-05-30发布2025-09-01实施

国家市场监督管理总局发布

国家标准化管理委员会

订单号：0205250802863352防伪编号：2025-0802-1154-4737-0610购买单位:北京峡光新疆分公司

北京峡光新疆分公司专用

GB/T16784—2025

目次

前言

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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

基本要求

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1

5

服务内容

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2

5.1

物流配送与安装调试

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2

5.2

技术培训

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2

5.3

维修保养

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2

5.4

备件及零配件供应

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2

5.5

技术支持

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2

5.6

质量问题及应急处置

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2

5.7

投诉处理

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3

6

服务实施

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3

6.1

售后服务保证与承诺

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3

6.2

服务提供的方式

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3

6.3

服务流程

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3

6.4

服务记录

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4

7

服务评价与改进

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4

参考文献

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5

北京峡光新疆分公司专用

订单号：0205250802863352防伪编号：2025-0802-1154-4737-0610购买单位:北京峡光新疆分公司

Ⅰ

订单号：0205250802863352防伪编号：2025-0802-1154-4737-0610购买单位:北京峡光新疆分公司

北京峡光新疆分公司专用

GB/T16784—2025

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。

本文件代替GB/T16784—2008《工业产品售后服务总则》，与GB/T16784—2008相比，除结

构调整和编辑性改动外，主要技术变化如下：

—更改了售后服务术语的表述（见3.1，2008年版的2.1）；

—增加了售后服务档案保存期限、电子档案信息化系统建设、信息保密管理制度、智慧化售后服

务体系建设要求（见4.6、4.7、4.8）；

—增加了售后服务内容“物流配送与安装调试”的要求（见5.1）；

—将“供方向顾客提供维修服务”更改为“维修保养”（见5.3，2008年版的4.3）；

—增加了保障停产产品的备件及零配件供应要求（见5.4.2）；

—增加了对质量问题的应急售后服务要求（见5.6.3）；

—增加了“服务实施”一章，具体包括售后服务保证与承诺、服务提供的方式、服务流程、服务

记录（见第6章）；

—增加了“服务评价与改进”一章（见第7章）。

本文件由全国服务标准化技术委员会（SAC/TC264）提出并归口。

本文件起草单位：中国标准化研究院、北京京东数智工业科技有限公司、中国计量大学、重庆市质

量和标准化研究院、浙江省质量科学研究院、山东华东橡胶材料有限公司、佛山市云米电器科技有限公

司、常州检验检测标准认证研究院、内蒙古金猫炭材料有限公司。

本文件主要起草人：王娜娜、付强、陈萌、丁德明、郑娟尔、北京峡光新疆分公司侯非、宋志娟、靳宗振、专用王琦、戴之希、

郑培、唐岱、王英杰、陈志安、韩飞、蔡露溱、李紫鹏、张雨辰、马潇、周浩南、刘新建、刁子朋。

本文件及其所代替文件的历次版本发布情况为：

─1997年首次发布为GB/T16784.1—1997，2008年第一次修订；

─本次为第二次修订。

订单号：0205250802863352防伪编号：2025-0802-1154-4737-0610购买单位:北京峡光新疆分公司

Ⅲ

订单号：0205250802863352防伪编号：2025-0802-1154-4737-0610购买单位:北京峡光新疆分公司

北京峡光新疆分公司专用