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The Sabah railway line, located in Sabah, Malaysia, starts from Kota Kinabalu, the capital of Sabah, and ends in the small town of Tenom. It is a 140km single-track meter-gauge railway and the only railway in East Malaysia. Due to disrepair that endangered train safety, the Sabah Railway Bureau decided to spend USD 200 million to renovate it into the first tourist railway.
In May 2007, Aigre Electromechanical successfully signed a purchase agreement with China Railway No. 3 Engineering Group for the "Containerized Flash Welding Machine UN5-150ZB." This export of the UN5-150ZB welding machine marked Aigre's first overseas construction project and was the first Chinese welding machine with independent intellectual property rights to enter overseas markets, laying the foundation for our company's market image and overseas market expansion. Overseas service engineers demonstrated the essence of the Aigre Electromechanical brand through their actions. Below is a contribution from Minister Yue Zhi of the Marketing Department, sharing his service story.
One evening in August 2009, the office phone rang suddenly. It was a project manager from Malaysia. "My welding machine doesn't work! What should I do? Send someone over quickly!" he said anxiously. "Don't worry, it's not a big problem, but don't do anything else and keep the equipment as it is. We'll send someone over immediately," I reassured him while preparing to leave. I wasn't fully assured and reminded him again.
Since signing the contract, the UN5-150ZB welding machine had been in use in Sabah for two years, with excellent welding results and praise from the Sabah project department. Aigre Electromechanical's brand influence in the area was gradually emerging. This time, the Malaysian government broke the long-term monopoly of European and American equipment in railway welding projects and agreed to use our self-developed equipment for railway rail welding. As the head of Aigre Electromechanical's Marketing Department, I felt a great responsibility. I thought that if our after-sales service quality couldn't keep up, it would not only affect Aigre Electromechanical's brand image and long-term development in Malaysia but also impact "Made in China" and even China's image. We represented not only Aigre but also Made in China! As a Chinese, I always felt empowered when thinking about this. The customer's call was a command, and I left immediately. On the way, I wasn't idle. I reviewed the problem the customer had just reported several times in my mind and came up with several possible solutions to troubleshoot the issue as quickly as possible once I arrived.
August in Malaysia is the rainy season, with hot and humid weather. When I arrived at the construction site, the staff of the Sabah project department were sweating and at a loss. During testing, it was found that the welding machine had severe crawling at low speeds, especially when reversing, regardless of the input speed. The situation was already very tricky.
I immediately inquired about the operating details of the equipment before the failure from the equipment operators to determine the cause. After obtaining detailed information, I found that the construction unit had been rushing to meet deadlines, causing the equipment to operate continuously. The operators had not performed adequate maintenance during equipment use, and the purity of the lubricating oil was insufficient. Coupled with Malaysia's maritime climate, the welding machine had issues. Therefore, I made a quick decision to replace the grease in the upsetting shaft and retest, which improved the situation. Finally, I conducted a "full body check" on the welding machine to troubleshoot potential equipment hazards one by one.
By the time the welding machine was ready for construction again, it was after 8 p.m. "Let's have a casual dinner together! And help with some training tomorrow, haha..." The Sabah project manager smiled and gave me a thumbs-up.
