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After-sales · Shunde, Foshan

Water heater after-sales support,
run from the desk that built the unit.

Gulfstone builds off-grid water heaters for importers, RV builders and outdoor brands. The order does not end when the container lands — this desk answers a fault, names the part, ships it, and logs what changed.

Open a service case
A hand turning a fitting on the face of a gas water heater with a spanner, the unit opened for service
What stands after delivery
Warranty
24 months, on the order
Returns
30 days, replaced or refunded
First response
24–48 hours, a factory answer
Dispatch
In-stock 24h · delivery 7 days

After delivery

Who carries what,
once the container lands.

A fault in the field is shared work. Naming which side owns which half of it before the first case is raised is what keeps a claim from turning into an argument.

The areaGulfstone carriesThe brand owner carries
The unitThe assembly as it was produced and packed, held to the record that shipped with it.Fitting it, the gas and water connections, and the first start in the field.
The partA component picked from the serviceable line and shipped to your market.The service-bay time and the engineer who fits it where the unit actually is.
The diagnosisA cause named in writing, with the evidence behind it — not a holding reply.The end user’s point of contact, and the retail returns and replacement desk.
The paperThe production and test evidence behind the unit, if a case turns on how it was made.Local labelling, documentation and the obligations that sit on the brand in that market.

The split is written into the supply agreement before a program starts, rather than negotiated one claim at a time.

The case

One case record,
from the report to the fix.

Every fault opens the same file, whatever it is. Nothing runs through an email thread — the file is the thread, and you, we and your service partner all read it.

Case file · CS—0000

Raised by
Brand owner or importer
Against
Batch, model or single unit
Opened with
Serial, photo, order number
Closes on
A confirmed fix

  1. Raised

    A retailer or end user reports a fault upward. You send the serial number, a photograph and the order number. No form and no account are needed to open a case — the evidence is the application.

    The day it reaches you

  2. Acknowledged

    A named person at the desk takes the case and replies with its number — an answer from someone who has read it, not an automated receipt.

    Inside the response window

  3. Triaged

    We separate a fault in the build from a fault in installation or handling, and both from a component that has simply reached the end of its life. The three are answered differently.

    Once the evidence is in

  4. Dispositioned

    A replacement part is picked and shipped, or the unit is replaced, or — where the case points at a production run — the fault is logged against that batch rather than against your order alone.

    When the cause is named

  5. Closed

    The file closes with what was changed and why, so the correction reaches the next batch instead of being rediscovered on it.

    When you confirm the fix

The file reads the same whichever way a case closes, so a claim and a refusal are both visible in writing.

Routing

What reaches
which desk.

Most cases close at the first desk. The rest move up a fixed route rather than being re-explained from scratch each time — the file travels with them.

  • A component that has failed on a unit in service.

    The service desk

    Where every case opens and where most close: a part identified against the model, a price and a shipment.

  • A fault that repeats across units, or names a model.

    The product engineer

    The engineer who set the build reads it against the production record for that run.

  • A claim that a unit fails the figures it was published with.

    The test lab

    The part or the unit is re-run on the equipment that qualified it in the first place.

  • A fault traced to a batch or a component lot.

    The line

    The finding goes back to production and to the suppliers behind that batch.

A single unit and a hundred follow the same route. What changes is how many people read the file, not the path it takes.

Serviceable parts

Built to be repaired,
not written off.

The components a service bay replaces most are designed to come out of the unit. Each sits on a priced spares list attached to your program, so a repair can be priced without a factory email.

Part familyReplaced whenShips as
Igniter and controllerA unit will not start or will not hold a flameField-changeable module
Gas valve and regulatorOutput drifts, or the valve will not seatOne changeable group
Heat exchangerThe part a service centre reorders mostCore assembly
Seals, gaskets and o-ringsAny service opening of the gas or water pathConsumable set, stocked
Door, panels and fittingsTransit or field damage to the outer unitIndividual panels

The list goes out with the order, so your service partner can price a repair without a quote going back to the factory.

Within the market

What a service partner
gets to work without us.

A brand owner running several markets cannot route every repair through Foshan. This is what a local repairer receives so first-line service happens where the unit is.

Packing list

  • A priced spares list — every serviceable part with its program price, so nothing waits on a quotation.
  • A service manual — an exploded parts view and the replacement procedure for each component on it.
  • A diagnostic sheet — the checks a repairer runs first, so a unit is only returned when it needs the factory.
  • A cover table — what a warranty case covers and what a service-life part does not, written plainly.
  • A named contact at the desk, and the case file that the repairer and the brand owner both read.

Assembled when the program is set up, not after the first fault has to be handled without it.

Service evidence

What a case looks like from the buyer's side

From brand owners and fleet managers who raised a fault and watched what happened next.

“Gulfstone named the igniter lot in 6 days”

A hire fleet came back with units failing to start. We sent photos and serial numbers on a Monday; the case named the igniter lot that Friday.

240 replacement igniters shipped on the next container, 18 days later, against the program price rather than a one-off quote.

Marcus FelthamFleet manager at an outdoor hire company
“Units stopped sitting in the yard waiting on a price”

A hire unit off the road earns nothing. Ours used to sit a fortnight, because a repair could not be priced until someone overseas answered.

A repair is now priced the day our partner diagnoses it, and the part ships against that price. Average time off the road is down from 14 days to 3.

Ingrid SolbergAftermarket manager at a European importer

Before you order

The after-sales questions a buyer asks

What the warranty covers, who raises the claim and who pays for the part — the answers a spec sheet does not give.

01What does the warranty actually cover?
The build and its components, against a confirmed defect in materials or assembly — replaced or refunded. A component that has reached the end of its service life is not a defect, and is still supplied at the program price from the serviceable line. The term is written on the order rather than offered as goodwill.
02How do we raise a fault — is there a form to fill in?
No form and no account. A photograph, the serial number and the order number are enough to open a case. It is logged, given a number and owned for as long as it stays open.
03What if the part has simply worn out?
It is answered rather than refused. The desk identifies the part against the model, sends the price from your program list and ships it. A warranty refusal with no route to the part is worse for both sides than a priced replacement.
04Can our own service partners buy parts without going through us?
The partner kit is set up with your program, so a local repairer can diagnose and price without a factory email in the loop. You stay the account; they get the parts.
05Who pays for the part, and who pays for the labour?
A confirmed build defect is a factory cost — the part is supplied and shipped at our cost. Everything that happens in the field sits with the brand owner, because that is the work happening in your market. The split is written before a program starts.
06Is a whole-batch failure handled differently from a single unit?
Differently, and deliberately. A single unit closes on a part and a photograph. A failure that repeats across a batch escalates to the product engineer and the line, is logged against that production run, and the correction is carried into the next batch rather than settled unit by unit.

Start a program

The brief goes to the engineer who builds it.

Market, annual volume and the certification it must carry — three lines, and we have what we need. Your reply comes from the engineer who would run the line, scoped to your program rather than matched off a shelf.

Open a bulk inquiry