In mid-March, together with our dump truck service engineers, we paid customer visits and recorded two heartwarming stories about dedication. Behind these seemingly small gestures lies the simplest service philosophy.

One remote control battery — he spotted the hidden demand behind the trouble

At the first stop, Boss Li’s fleet. While inspecting the vehicles, Service Engineer Jiang overheard the customer mentioning the tarpaulin switch was unresponsive.

Engineer Jiang tested the remote control and found the battery was low. Instead of stopping there, he climbed onto the subframe for a full inspection.

He told Boss Li: “Just replace the battery. But the sliding rails also need maintenance — they’re a bit dry now and may get stuck over time.”

Boss Li waved it off: “It’s remote here. Buying a battery means driving more than a dozen kilometers; I’ll just make do.”

Without hesitation, Engineer Jiang contacted the company’s after-sales department and arranged free delivery of new remote control batteries.

He also reminded specially: “Do not use grease for rail maintenance — it attracts dust. Use engine oil or lubricating oil instead.”

Boss Li said gratefully: “You even care about such small details. From now on, I will only buy your vehicles.”

One overlooked hydraulic return filter — he insisted on replacing it on the same day

At the second stop, Boss Yang’s fleet. During routine inspection, Service Engineer Ma opened the hydraulic oil return filter and found fine metal scraps attached to the surface.

The driver glanced and said: “Is there any problem? The lifting works totally fine.”

Engineer Ma held up the filter: “It works now, but if these metal scraps enter the cylinder, they will scratch the piston and cylinder wall. When lifting becomes weak or internal leakage occurs, replacing only a filter won’t solve the problem.”

He suggested an immediate filter replacement and hydraulic oil cleanliness testing.

The driver hesitated: “I still have two trips today; can we do it another day?”

Engineer Ma insisted: “Brother, the hydraulic system is just like human blood vessels. Cleaning now costs a little; repairing later costs a lot and delays your work.”

That afternoon, the filter was replaced and the oil test passed.

Relieved, the driver patted Engineer Ma on the shoulder: “Thanks to you for checking carefully.”

Only when we treat customers’ matters as our own can we see the real needs behind casual complaints and take the initiative to go the extra mile; when hidden risks are found, we convince customers with professionalism rather than compromise.

Service is not merely completing procedures, but standing in customers’ shoes and making every detail reliable.